Ashish Cyrill
Noida
Summary
A dynamic professional with 6 years of experience in IT SIAM/ITIL (Service Integration and Management/Information Technology Infrastructure Library) as an incident, problem, and knowledge manager, currently associated with Tata Consultancy Services (TCS). In quest of challenging assignments in the given platform with excellent business acumen, proven analytical skills, and the ability to manage various business roles and responsibilities, can undertake difficult mandates and meet tight deadlines, a confident individual who is looking to utilize and further enhance existing skills within a professional organization.
Overview
9
9
years of professional experience
Work History
Systems Engineer
Tata Consultancy Services (TCS)
Noida
01.2019 - Current
- Responsible for managing, driving and follow up of the Problem Management process from a problem life-cycle perspective to ensure the day-to-day administration of problem records.
- Provided the latest updates on the problem ticket to customer and higher management.
- Exercising process governance to ensure all Process related tasks and activities are aimed and aligned to ensure partner engagement/activities is standardized for delivering Quality RCAs while maintaining good Process Health.
- Using 5 WHY’s and brainstorming methodologies for Root cause analysis and identifying corrective actions.
- Analyzing the high and low priority incident data for proactive problem management based upon the reoccurring incident, Top Cis to raise the proactive problem records.
- Chairing Problem Collaboration meetings between Suppliers, Stakeholders and other technical teams to ensure timely RCA.
- Chairing the RCA and Action progress meetings for a critical or escalated problem ticket with all the required customer, SDM/TPM/ADM and technical experts.
- Sharing the minutes of meeting (MOM) post discussion of RCA and action progress call, stream meeting and escalated/ageing PBI meeting.
- Chairing governance and operational meetings with shareholders.
- Execute collaboration between stakeholders where appropriate and facilitate communication with clients, team members, suppliers, etc.
- Identify Customer pain points & formulate plans to expedite the resolution for those problems.
- Keeping problem management lifecycle in well-defined manner and maintain the hygiene of lifecycle.
Technical Support Engineer
Quatrro Global Services
Noida
10.2016 - 09.2018
- As a techinichal support engineer we used to help user to solved their technical issues with softwares in their computers and help them to install or uninstall bugs from their compluter.
Education
BA -
Dr. Bhim Rao ambedkar University
Agra, Uttar Pradesh01.2018
Intermediate -
NIOS Board
01.2013
High School -
UP Board
01.2007
Skills
- Problem management
- Root cause analysis
- Incident analysis
- Process governance
- Stakeholder collaboration
- Technical support
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Languages
- English
- Hindi
Personal Information
- Hobbies: Playing Cricket, Football, Table-Tennis, Badminton
- Date of Birth: 08/16/89
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Systems Engineer
Tata Consultancy Services (TCS)
01.2019 - Current
Technical Support Engineer
Quatrro Global Services
10.2016 - 09.2018
BA -
Dr. Bhim Rao ambedkar University
Intermediate -
NIOS Board
High School -
UP Board