CHITRANG BHAVSAR
Pune
Summary
12+ years of experience in Technical/Production Support, ITSM, Team Management, Creating MSR report to present client, Project management. Expertise in providing technical support over critical issues, Rich Experience with Incident, Problem, Change, Demand, IT Knowledge management, restoration of service; performed troubleshooting activities during a high severity outage situation. Gained over 2 years of international working exposure in China and US. SLA Tracking and performance improvement, IT Governance, Policy creation review and update.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Manager ITSM
ZF India Technical Center
09.2022 - 07.2024
- ITSM Dashboard Monitoring, Service Delivery management, SLA compliance, Jira confluence, KPI Tracking, Continuous Service Improvement, Incident, Problem, Change, Demand management, Vendor management, multi client MSR status reporting, Trend analysis, Root cause analysis of critical outage, PIR report, ITSM Quality improvement, Internal Audit, IT Governance, Monitoring performance evaluation, Annual salary review of employee, Team leading, Mentoring team to do better to achieve organizational goal and skill learning activities
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Created monthly reports for senior management summarizing operational performance metrics.
Service Delivery Manager
Tata Consultancy Services (TCS)
05.2022 - 08.2022
- IT Budgeting, SOW Tracking and creation, Project Tracking, Service Delivery management, SLA compliance, Jira confluence, KPI Tracking with POWERBI, Continuous Service Improvement, Incident, Problem, Change, Demand management, Vendor management, multi client MSR status reporting, Trend analysis, Root cause analysis of critical outage, PIR report, ITSM Quality improvement,
- Monitored performance metrics to identify areas for improvement.
Consultant SMG Lead
Capgemini India private limited
04.2019 - 05.2022
- Create process documentation/workflows, knowledge articles and self-service guidance for IT Services as well as Business references Facilitate process workflow modelling to collaborate on process improvements, automation capabilities and clearly defined end-to-end use cases (with interdependencies) Review information and trends to ensure that the output of processes is achieving the desired results and that services are meeting agreed-upon service levels Conduct maturity assessments against the process activities to highlight areas of improvement or concerns to improve Dashboard and MI reports to provide a high-level analysis quality of process and knowledge artifacts landscape Service Now, SharePoint, Mind map, MS tools and products usage Visio, Excel, Office, Teams, PowerPoint etc. Knowledge in developing Process and Knowledge standards and best practices. Excellent ownership, analytical, conflict management and negotiation skills are required. Organizational skills are required to develop and track progress against plans/timelines to achieve expected outcomes and quality delivery. Highly flexible and embracing of change and evolution. Mapping an end to end view (application dependencies and underlying infrastructure) to ensure the overall SLA/Availability targets can be met for recovering the service to expected ITOL/RTO etc.
Product Support Cloud Operation
Thinkbridge solution Pvt Ltd
03.2019 - 04.2019
International IT Sales and Support
Ezee Technosys Pvt Ltd
09.2018 - 03.2019
Major Incident Manager
Weifang University of science and Technology China
09.2015 - 08.2018
IT Analyst C2
FLSmidth private limited Mumbai
10.2013 - 08.2015
- Global IT support, ITIL process lead, Major Incident, Problem Management, RCA, Internal Audit.
Technical Support Engineer
Prominent Solutions
04.2012 - 10.2013
Education
Emdp IIM kozhikode - Project Management
IIM Kozhikode
10-2022
Bachelor of Science - Bachelor of Computer Engineering
Mahatma Gandhi Engineering
03-2012
12th -
CBSE
01.2007
10th -
Gujarat
01.2005
Skills
- IT Service Management
- Vendor Management
- Knowledge Analyst
- Major Incident Management
- Application Support
- KPI Trend Analysis
- Conflict Management
- JIRA
- ServiceNow
- Power BI
- End User Computing
- Root Cause Analysis
- Dashboard Monitoring
Certification
- ITIL 4 Foundation from Peoplecert
- Enterprise and infrastructure security
- Windows Server Management and Security
- Information System Auditing, Controls and Assurance
- Project Management PMP from IIM Kozhikode
Additional Information
12 Years 2 Months
Personal Information
Title: Manager ITSM
Languages
- English
- Hindi
- Gujarati
- Marathi
- Chinese
Languages
Marathi
First Language
English
Proficient (C2)
C2
Hindi
Upper Intermediate (B2)
B2
Timeline
Manager ITSM
ZF India Technical Center
09.2022 - 07.2024
Service Delivery Manager
Tata Consultancy Services (TCS)
05.2022 - 08.2022
Consultant SMG Lead
Capgemini India private limited
04.2019 - 05.2022
Product Support Cloud Operation
Thinkbridge solution Pvt Ltd
03.2019 - 04.2019
International IT Sales and Support
Ezee Technosys Pvt Ltd
09.2018 - 03.2019
Major Incident Manager
Weifang University of science and Technology China
09.2015 - 08.2018
IT Analyst C2
FLSmidth private limited Mumbai
10.2013 - 08.2015
Technical Support Engineer
Prominent Solutions
04.2012 - 10.2013
Emdp IIM kozhikode - Project Management
IIM Kozhikode
Bachelor of Science - Bachelor of Computer Engineering
Mahatma Gandhi Engineering
12th -
CBSE
10th -
Gujarat
- ITIL 4 Foundation from Peoplecert
- Enterprise and infrastructure security
- Windows Server Management and Security
- Information System Auditing, Controls and Assurance
- Project Management PMP from IIM Kozhikode
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