ANURAG THAPLIYAL
New Delhi
Summary
A dynamic ITIL professional with over 14 years of experience in the Service Management fraternity, including but not limited to Incident Management, Major Incident Management, Problem Management, Change and Release Management, Service Request Management, Service Level Management, and Project Management. Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
16
16
years of professional experience
1
1
Certification
Work History
ITSM Lead
Digit Gaps Consultants
02.2019 - Current
- As a Lead of Managed Services responsible for managing the production support for key Customers/Vendors.
- Managed Incident / Service Request/Change/Problem Management processes across IT and key vendor service lines for immediate, decisive, and comprehensive solutions.
- Managed and measured, through KPI's, IT service lines and supplier performance in adherence to Incident, Change & Problem Control policies.
- Determined and communicated escalation/resolution across service lines and IT leadership as appropriate.
- Experience of managing team of 100+ Associates/Senior Associates.
- Publishing daily Incident management dashboard and other Daily/Weekly/Monthly/Quarterly reports as requested by management.
- Monthly Service review with team and Client.
- Leading and Facilitating Service Delivery Call.
- As a ITIL Consultant provided service management support to various customers.
- Creation of Process documents/SOP.
- Leading critical and high priority (P1/P2) incidents and driving it towards resolution within SLA.
- Conducting Problem Management review to deep dive into the cause of the repetitive incident.
- Carrying out Reactive and Proactive Problem Management task.
- Maintaining awareness of all critical incidents.
- Be the Owner of Major Incidents while in shift.
- Opening the Major Incident Management bridge and driving towards resolution, ensuring communication is sent to the stakeholders on agreed timings.
- Ensure correct closure and evaluation of incidents.
- Ensure process, procedure and documentation is up to date.
- Ensure Postmortem report is sent for every Major incident and reactive Problem ticket is created for RCA.
- Function as point of escalation for Incident analysts.
- Manage team resources effectively to ensure resource availability all the time.
- Accountable for performance standards within the Incident/Problem/Change control team.
- Lead day to day operational activities of the Shift.
- Facilitating Release and BCP communications.
ITSM Lead
TATA Consultancy Services Ltd.
11.2015 - 02.2019
- Managing critical P1 incidents and high risk P2 incidents.
- Managing the SOPs and the Run book.
- Conducted adequate trainings for Resolver groups on Service Management Processes.
- Initiating KPIs for Quality analysis.
- Carrying out Reactive and Proactive problem management task.
- Managed Incident and Problem Management processes across IT and key vendor service lines for immediate, decisive, and comprehensive solutions.
- Managed and measured, through KPI's, IT service lines and supplier performance in adherence to Incident, Change & Problem Control policies.
- Determined and communicated escalation/resolution across service lines and IT leadership as appropriate.
- Leading and Facilitating DORM (Daily Operations Review Meeting)
- Key Projects Handled: Microsoft, Maersk, Citibank, Union Bank of California
Incident Management (Team Lead)
Accenture Services Pt. Ltd.
09.2014 - 05.2015
- Managing the Incidents ensuring that the resolution is being provided by the Engineering team within a given SLA.
- Ensured that the initial diagnosis is being done by the team when an incident occurs and when an alert with a downtime is being initiated.
- Governing a Change raised by the Vendor/SME/ Engineers from Assessment to Closure.
- Was in the position of Shift Lead and analysing complex application requests and producing the solutions.
- Analysing the change from a quality perspective before accepting the change and process it further.
- Conducting CAB call for the Service Degradation Changes.
- Conducting Bridge calls for a quick fix to the application between the vendors and the L2/L3 teams.
- Taken care of the quality analysis and reports on potential breaches and open incidents.
- Collection and documentation of metrics as a Lead.
- Defining the corrective actions on the failed changes and tasks to avoid quality failure.
- Defining action items on how to avoid a breach.
- Prioritize potential breaches and notify Operations Management where necessary.
- Conducting the Daily Operational Review.
- Drive initiatives for PSRM (Problem Management).
- Build SOPs in parallel to hands-on activities.
Incident Manager
ACS, XEROX Company (now Conduent)
11.2013 - 09.2014
- Provide services to the clients (Review Vendors and Law Firms) on the in-house review platform (OmniX).
- Creating the whole matter setup as per client’s requirement.
- Run the different search terms (Privilege, matter specific) and prepare the quality hit reports.
- Tracking of work requests until completion and closing the tickets.
- Was in the position of Shift Lead and analysing complex application requests and producing the solutions.
- Deliver Monthly/Weekly reporting on-time.
- Attend daily, weekly & monthly Service Review Meetings & taken corrective action for any service-related issue.
- Understanding customer’s business priorities and addressing them with our capabilities.
Assistant Engineer I.T
Sanjeevani D&P Pt. Ltd
01.2009 - 04.2011
- Server administration and managing I.T.
- Handling all I.T operations of the organization.
- Maintaining the steam engine and boiler technical requirements.
- Resolving No internet, No boot (desktop, laptop), Network and Operating system issues.
- Assign the tasks within the team and update the handover to the next shift.
- Providing training and knowledge transition.
Education
MBA - Global Business
Coventry University London Campus
United Kingdom01.2012
B. Tech - Information Technology
COER Roorkee
01.2008
12th Std. -
I.S.C Board
01.2003
10th Std. -
I.C.S.E board
01.2001
Skills
- Incident management
- Problem management
- Service level agreements
- Change management
- KPI management
- Process improvement
- Team leadership
- Project management
- Effective communication
- Active listening
- Service delivery
- Root-cause analysis
- Time management abilities
- Process documentation
- Stakeholder engagement
- Data analysis
- Problem-solving
- Coaching and mentoring
- Cross-functional coordination
- Documentation and reporting
- Agile methodology
- Advanced understanding of SNOW
Contact Info
+91 9355195525
Certification
ITIL Version 3 Foundation Certified, 07/01/16
Internal Certifications
- Change Expert Certified
- Lean
- Six Sigma
Professional Snapshot
A dynamic ITIL professional with 14+ years of experience in Service Management fraternity including but not limited to Incident Management, Major Incident Management, Problem Management, Change & Release Management, Service Request Management, Service Level Management, Project Management. Worked on ITIL framework in Production/Application/Infrastructure support environment. Worked on Quality KPIs for Incidents/Problems/Change/Release/Service Request Management. Positive attitude, willingness to learn new concepts and ability to take up new challenges.
Languages
English
Proficient
C2
Timeline
ITSM Lead
Digit Gaps Consultants
02.2019 - Current
ITSM Lead
TATA Consultancy Services Ltd.
11.2015 - 02.2019
Incident Management (Team Lead)
Accenture Services Pt. Ltd.
09.2014 - 05.2015
Incident Manager
ACS, XEROX Company (now Conduent)
11.2013 - 09.2014
Assistant Engineer I.T
Sanjeevani D&P Pt. Ltd
01.2009 - 04.2011
MBA - Global Business
Coventry University London Campus
B. Tech - Information Technology
COER Roorkee
12th Std. -
I.S.C Board
10th Std. -
I.C.S.E board