Chetan Varhade
SIAM Professional
Pune
Summary
Proactive, dynamic and result-driven business leader who has achieved success in a variety of roles with increasing levels of responsibility. An effective communicator and team-builder with strong analytical, management & organizational skills with overall of 11 years of experience in the area of Service Delivery based on ITIL model, Operations Management and Project Management Proven experience working with new business opportunities, business-process improvement and optimization.
Overview
9
9
years of professional experience
2
2
Certifications
Work History
Service Integration and Management
Infosys
07.2022 - Current
- Expertise in IT Infrastructure Management, Incident, Problem Management & Change Management.
- Successfully established SIAM for one of the biggest Client.
- Understand end to end SIAM framework and implementation in multivendor environment
- Analyze, integrate and recommend solutions to clients regarding SIAM adoption, tools and processes at an enterprise level
- Collaborate with stakeholders to identify, gather and organize business requirements. Liaise with internal business stakeholders, technology stakeholders, service providers and developers as the single point of contact (SPOC) for integration of the platform as per the business requirement
- Analyse timelines for gaps and improvement opportunities related to detection, monitoring, meeting service levels, addressing recurring events, and identifying potential impact to other environments
- Understanding of IT Operations environments
- Advises on process implementations in cooperation with key stakeholders to ensure successful rollout, delivery and sustainability to ensure benefits realization.
- Capable of developing plans and translate them to actionable roadmaps Manage, negotiate and resolve project risks effectively
- Understand the overall setup of IT Services and roles played by various Service Providers.
- Understand the Supplier SOWs and ensure suppliers are delivering work as agreed in SOW
- Working with multiple Suppliers to make sure that Process adherence is in place
- Govern the Continual Service Improvement in conjunction with Customers' strategy and drive it across Service Providers.
- Proactively identifying the opportunities to improve effectiveness, efficiency, integration, and usability of services and end-to-end service delivery processes across the organization.
- Focusing on One Team approach with multiple Suppliers to enhance Customer Satisfaction
- Preparing and presenting Weekly/Monthly Operational Status Reports to Clients
Service Manager
ATOS Global IT Solutions And Services Private Limited
07.2020 - 07.2022
- End-to-end accountable for the Services of Applications, database and patching
- Ensure availability of application for end user
- Ensure backup of CI is performed
- Making sure patching of the CI is performed and servers are security compliant
- Service integration (setup & decommissioning) and represents the Customer
- Reports KPI's, SLA performance and deviations in review meetings both internally and with the Customer
- Starts escalation & initiates Crisis management
- Participates in crisis meetings and communicates with the Customer
- Ensures the regular execution of Customer satisfaction measurements.
Lead for ITSM Process
ATOS Global IT Solutions and Services Private Limited
01.2019 - 07.2020
- Leading seven processes in the project
- Service Level Management: Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service
- Service Acceptance: Engages with project management to confirm that new deployments/changes meet the service acceptance criteria and are to the required standard
- Ensuring that daily IT Services/Operations and service delivery are properly executed
- Developing capacity planning to meet business growth
- Applying policy/rules defined by customer
- Managing Customer stakeholders
- Managing internal stakeholders
- Escalation Management
- Complaint Management
- Streamlining the Processes
- Driving improvements to enhance customer experience
- KPI reporting and Service Monthly Board presentations
- Monthly connect with team members
- Monthly One-to-One with team members.
Process Owner for Incident, Major Incident Management
ATOS Global IT Solutions and Services Private Limited
09.2014 - 01.2019
- Project Transition for Incident Management and Process formulation
- Visited Client location at Toulouse, France for the transition
- Manage a team of 9 members from ITIL Processes (Incident, and Capacity Management)
- Point of contact for Customer and GBUs
- Managing Incidents and major incidents for applications and infrastructure
- Business impact analysis and risk assessment with the help of support(technical) groups
- Verification of priority and severity of the incidents
- Keep track of internal incidents my monitoring the alerts generated by monitoring tools and support of the L1 team
- Conducting and chairing Daily/Weekly/Monthly Service Reviews
- Initiating Bridge calls in Major Incident Situation and managing Bridge
- Releasing notifications, involving Service Delivery Managers, Major Incident Team representatives and technical team members
- Weekly/Monthly SLA and KPI maintenance
- Maintaining Capacity of all supported Configuration Item (Capacity management)
- Prepared all Training documents, & Process flow charts as per the requirements which can be used to mentor new joiner
- Prepared Monthly Rosters, and ensured that 100% delivery met with the available staffing.
Education
Bachelor of Engineering -
Laxmi Narayan Institute of Technology, Gwalior
Skills
Client Relationship Management
Certification
SIAM Professional
Disclaimer
I hereby declare that the above information furnished is true to the best of my knowledge and belief.
Timeline
Service Integration and Management
Infosys
07.2022 - Current
Service Manager
ATOS Global IT Solutions And Services Private Limited
07.2020 - 07.2022
Lead for ITSM Process
ATOS Global IT Solutions and Services Private Limited
01.2019 - 07.2020
Process Owner for Incident, Major Incident Management
ATOS Global IT Solutions and Services Private Limited
09.2014 - 01.2019
Bachelor of Engineering -
Laxmi Narayan Institute of Technology, Gwalior
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