Tejas R Kulkarni

• Conducted ITIL V4 Foundation training
• Track the IT services and make sure they are delivered effectively and meet the needs of the customer
• Manage service level agreements, overseeing Incident management, Change
• Management, Problem management processes, and leading cross-functional teams
• Conduct a daily review of all P3 and P4 tickets for NOC, SOC, Wintel, SD, EUS and provide relevant feedback to the Technicians to have a smooth delivery
• Conduct Change Management, MIM training every quarter
• Conduct IS Induction for the new joiners
• Notify all the Global IS Communications
• Streamlined the Change Management and the MIM process
• Conduct and Lead CAB meets every week
• Audit the Change Requests on weekly basis
• Conduct a daily review of the P1 and the P2 tickets
• Focus on the Problem tickets and create Root Cause Analysis report and post approval from the Tower Leads update in the KEDB
• Lead the Major Incident Management process and conduct bridge calls.

•Review and record RFCs.
•Arrange and Lead CAB meets.
•Manage the transition of changes from the development team to operations.
•Coordinating with the service delivery team and project manager.
•Coordinate with release and deployment management teams for the Changes related to release in production.
•Prepare a weekly/monthly/quarterly and yearly report and review and maintain all Change documentation.

• View all the CR’s and approve or decline (depending on the condition)
• Review and approve the priority of the CR (Minor, Medium or Major)
• Provide exceptional approval on the Expedite CRs based on the criticality
• Review the Changes from risk perspective and make sure Changes raised are assigned with valid risk level (Low, Medium, High)
• Performing the quality review for the Change raised by the requestor
• Prepare FSC which will have all the list of the changes with details like
• Implementation date, Change requestor, Change schedule (window for start to end) and the prepared FSC with all the relevant stakeholders and to be impacted business divisions
• Issuing the agenda and circulating to all CAB members in advance of the meeting
• Coordinate with release and deployment management teams for the changes related to releases into the production Infra
• Creating reports on weekly/monthly/quarterly and yearly basis for all types of
• CRs including Emergencies and Retrospectives.

· Taking full ownership and accountability for the Incident Management process including all Major Incidents that are reported and must be resolved.

· Worked as a Problem manager as well to create Problem Ticket for the incidents that occurred for more than 3 times a month and find a Root solution to it.

· Prepare RCA (Root cause analysis) document to prevent similar incidents from occurring.

· Minimize the impact of unavoidable Incidents.

· Real time and continuous follow-up with support teams for incident resolution.

· Got promoted as a Change Manager after 2 years based on my performance.

· Communicate effectively verbally and written with outlook and desk phone.

· Collaborated with supervisors and managers to escalate and address customer enquiries on technical issues.

· Assisted customers in identifying issues and explained solutions to restore service and smooth functionality.

· Used ticketing systems to manage and process support actions and requests.

· Supported all users on password reset utilize Active directory and supported all office application.