Bhargav V K
Senior Process Lead
Summary
I hold an ITIL V3 certification with over 15 years of experience, out of which 10 years have been dedicated to Major Incident Management for global clients. I excel at quickly grasping new concepts, thriving under pressure, and articulating ideas with precision. I am dedicated to assigned tasks, consistently meet targets, possess strong communication skills, and can inspire and persuade effectively.
Overview
17
17
years of professional experience
Work History
Senior Process Lead (Vendor Ops Manager)
Infosys Limited, Goldman Sachs
Bangalore
08.2019 - Current
- Overseeing Incident Management, Escalation Hub, and User Support for, App Bank operations
- Leading 500+ L1/L2/L3 support engineers across the globe
- Job Profile:
- Experienced in managing the production operations and user support of business-critical functions at Goldman Sachs
- Interface with peer teams at all levels to ensure organizational goals are attained
- A proactive approach has resulted in expanding the client base
- Deal in day-day IT Support operations, Business continuity Implementation, and delivery management across assignments
- Proficiency in supporting and sustaining a positive work environment that fosters team performance with strong communication & relationship management skills
- Endowed excellent relationship management with the ability to relate to people across all organizational hierarchical levels
- End of the day have a meeting with leadership teams discussing how good or bad teams are handling the tickets, by auditing them
- Every fortnight provides all the two weeks' data on how User Support is doing regarding Backlog count, With full details of what is happening in User Support
- Provide training to new joiners on process hygiene and how to handle tickets from day one & Refresher training to teams if needed as and when any process updates are done
- Service Improvement Plans (SIP’s)
- SRS backlog reduction for closure
- Follow up with the team for closing tickets
- Regular follow up
- Introduced a 5-day rule for auto closure of tickets and maintaining SRS load
- Created process documents for existing users and New Hire Training Modules.
Shift Manager and Incident Manager
DXC Technologies ITO, Commonwealth Bank of Australia
03.2018 - 07.2019
- Responsible for spearheading ongoing Support Improvement initiatives and enhancing Problem Resolution times
- Job Profile:
- Drive continuous Support Improvement and Improve Problem Resolution times
- Identify possible product/service quality issues affecting customers and bring them to the attention of the Problem managers
- Facilitate and lead the resolution of complex problems
- Escalation contact for Support Engineers, internal departments, and customers for technical issues
- Escalation contacts for Support Engineers, internal departments, and customers for technical issues
- Collaborate very closely with the Technical Support Line managers to share responsibility for customer escalations and to prioritize the allocation of resources, based on escalation priorities and customer temperature
- Drive internal and external communication to ensure ongoing updates on the resolution process
- Working with internal stakeholders to ensure that field communications are updated, as necessary
- Planning of absence/missions/sick leaves/training of team members as well as roster management
- Demonstrated leadership in crisis management situations.
Hewlett Packard Enterprise ITO GSD
10.2014 - 02.2018
- Contributed to the Major Incident Management team within the MWS Command Center, working in a 13-member team from
- Led efforts to enhance team efficiency and effectiveness in addressing high-priority incidents originating from various Service Desks across HP's global operations
- Successfully restored operations with minimal business impact
- Job Profile:
- My team was the Single Point of contact for all the contact centers across the globe
- Execution of the Service Restoration Process as per the Incident Management framework
- Follow up with resolver teams so they can deliver us a Root Cause Analysis report after a specific outage
- Communicating with the Supervisor and/or direct leadership chain on intra-day issues, team projects and needs, escalations, and performance trends
- Keep up-to-date knowledge on continuous enhancements to IT tools and processes within the internal knowledge base
- Provide input to and coordinate the development of the Network Incident Report (NIR) and the Root Cause Analysis (RCA), including initial recommendations to prevent the re-occurrence of a similar incident
- Work and maintain SharePoint for different Service Desk to track all High Priority Incidents raised
- Maintain the daily, weekly & monthly reports.
Incident Manager
Hewlett Packard Best shore ITO GSD, HPIM
11.2010 - 10.2014
- Where my key responsibility is to drive the efficiency and effectiveness of High Priority Incidents raised by different Service Desks within HP and restoration of the same with minimal impact upon business operations
- Job Profile:
- Communication of High Priority tickets to SDM and ADM
- Track the progress of High Priority tickets and aim to restore the services within specific SLA
- Ensure all allocated actions/responsibilities are clearly defined and documented
- Ensure appropriate usage of pre-defined templates & tracking tools
- Provide training to new hires and mentor them as per business requirements
- Develop and assist with the coordination of Business Continuity Plans for forced outages
- Ensure to improve the performance of the Desk with every incident managed by minimizing the errors and following the concerned procedure.
Admin
ALT
- Network Enter time on behalf of an employee and/or contingent worker (e.g
- If they are unable to access the HP)
- Refer to the ALT Time Administrator Guide
- Modify time entries in the current or previous calendar month when the employee or contractor does not have access to the ALT Time entry screen
- Manually configure the activity type code in the record for contingent workers as required
- Detailed information is available here
- Provide ALT time reports for management if required, e.g
- Time compliance
- Answer queries about either COMPASS-related HR master data or time recording.
Hewlett Packard Best
08.2010 - 11.2010
- Shore ITO GSD
- Worked in Major Priority Duty Team (MPD) for an internal Service Desk for British Telecom (BT) from, , where the responsibility was shared as being part of operations by acting as a second level for the team and supporting operations for enhancement of the business as per different Service Improvement Plans
- Job Profile:
- Work on Hot Faults and Change Requests created for the day
- Mentor the floor, especially new hires
- Track and provide support for any major incident reported resulting in an outage for the process
- Work on a Daily Service Level report for the day and share the same with the client
- Preparing SIA (Secure Internet Access) report for the day
- Taking care of the GFP(Global Financial Platform) and CS(Customer Support) Mailbox of BT
- Avaya Queue monitoring for managing the service level.
Real, Analyst
Hewlett Packard Best shore
05.2009 - 08.2010
- RTA) with Workforce Management Team (WFM) for an internal service desk at Microsoft, Monitor the Global Service Level & Site – Wise Service Level
- Update & Maintain the Absenteeism tracker/Shift Register
- Maintain the Agent IN/OUT report
- Track and report AUX misuse
- Raise an Alarm for Service Level Dip, Outages, Absenteeism, and Transport Issues
- Inter-Site Communication for Outages/Absenteeism
- Flag off the SMEs to check the agents on long calls
- Coordinate with SME and techs to locate any common issues due to which there is a spike in volume with the other sites and communicate the same to the management, operations & raise an alarm to update the IVR and follow up the IVR status
- Update the WFM Lead on any Specific inputs in terms of Management/Staffing
- Assist Operations in transport follow-up, aid Managers with ad-hoc reports, oversee seat utilization, and maintain floor discipline
Technical Support Engineer
Hewlett Packard Best shore ITO GSD
12.2008 - 05.2009
- Handling inbound calls from the internal employees of Microsoft and providing support on issues related to: Servers (Exchanges, SharePoint and others) and the Desktop.
Technical Support Engineer
CLI3L-E Services
12.2006 - 12.2007
- Handing technical issues for the Lexmark printer process
- E2Z:
- Data scrubbing
- Classification of cases
- Trend analysis
- Rewards & Achievements
- Rewarded by Infosys for working on Process Document and continuous process improvement plan
- Rewarded by HP as “Star Agent of the Month” for several quarters
- Rewarded by HP as best performer for the desk while working as Technical Support Engineer
- Extra Miler award” – Being recognized by HP for the SIP conducted for business improvement
- Awarded as an Outstanding performer while working with HP.
Education
MBA & B.Com -
ITIL Certified - undefined
Timeline
Senior Process Lead (Vendor Ops Manager)
Infosys Limited, Goldman Sachs
08.2019 - Current
Shift Manager and Incident Manager
DXC Technologies ITO, Commonwealth Bank of Australia
03.2018 - 07.2019
Hewlett Packard Enterprise ITO GSD
10.2014 - 02.2018
Incident Manager
Hewlett Packard Best shore ITO GSD, HPIM
11.2010 - 10.2014
Hewlett Packard Best
08.2010 - 11.2010
Real, Analyst
Hewlett Packard Best shore
05.2009 - 08.2010
Technical Support Engineer
Hewlett Packard Best shore ITO GSD
12.2008 - 05.2009
Technical Support Engineer
CLI3L-E Services
12.2006 - 12.2007
MBA & B.Com -
ITIL Certified - undefined
Admin
ALT
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