Densil Vincent
Ernakulam
Summary
Forward-thinking & trusted Service Delivery Professional with 10 plus years of experience, including a background in creating project/program structure and developing practices. Expert at critical customer site outage resolutions for major customers, managing and controlling a cadence of incident lines per incident Management guidelines while conducting quick sports analysis of symptoms from production impacting outrages to determine root causes of issues in network infrastructure.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Project Coordinator
Mindcurv Technology solutions
Kochi
10.2019 - Current
- Monitored milestones and deliverables to stay ahead of schedules and proactively spot potential roadblocks.
- Completed thorough risk assessments and deployed management and response strategies to prevent roadblocks.
- Reviewed, documented, developed, implemented, and oversaw policies, procedures, and processes, ensuring compliance with the applicable framework for client reports.
- Owned product roadmaps for projects, performed key techno-functional responsibilities, and gap analysis for the proposed solution.
- Acted as the project coordinator for ServiceNow Nextgen Migration and GDPR Infosec Audits.
- Maintained the accountability of the high-priority (P1 and P2) tickets, and served as a single point of contact for escalated clients, technical teams, and stakeholders while facilitating and leading the multi-team bridge calls and executive communications.
- Created successful work schedules for each team member to maintain deadlines, and fully staff shifts.
- Trained a 7-member team for the management of SAP Hybris, AWS IAM, Kibana, Grafana, and OpsGenie.
- Successfully audited various ticket tracking systems, such as ServiceNow, Atlassian JIRA, and Okta Tickets.
- Increased service scores by 10% for supported operational areas by facilitating training and communication on key topics, and initiated detailed reports on performance, costs, and downtime issues.
- Performed notifications and status updates of all incidents to high-level internal leadership and clients while managing SLAs.
- Facilitated 100% adherence to process parameters as per defined guidelines, and led process improvement initiatives.
Technical Team Lead
Infoblox Software Pvt Ltd
Trivandrum
10.2018 - 09.2019
- Achieved 100% incident resolution within the service level agreement (SLA) by creating ITSM dashboards for live monitoring of the SLA’s and OLA’s, ensured the correct technical and operations team are working on the tickets
- Managed critical customer incidents, associated with customer communication, activities and any appropriate escalations; Provided information about incidents analysis and KPIs
- Documented and tracked the timeline of events that occurred in the process to resolution for each of the incidents managed in support of post-mortem/root cause analysis
- Analyzed trends and developed daily, weekly & monthly reports and developed dashboards using ITSM ServiceNow, Genesys BI Reporting and Microsoft Advance Excel to meet 100% Service level agreements, key performance indicators and to improve the operating procedures for best customer and end-user service
- Provided technical and operational expertise in policies and procedures & responsible for staffing, hiring, terminations, performance appraisals and promotions
- Handled NOC & formulated QA plans by implementing hazard analysis, and recommending resolutions to eradicate discrepancies
Shift Lead
Dimension Data Pvt. Ltd
Bangalore
08.2015 - 10.2018
- Spearheaded operations, ensuring a seamless single point of contact for all services requiring immediate support was met.
- Handles a team of 15 members.
- Maintained a 90% success rate, and processes and procedures were kept up-to-date and accurately reflected customer environments and requirements.
- Hired and mentored the team to maximize the usage of KEDB (known error database) and knowledge base articles to reduce MTTR (mean time to resolve).
- Reduced 80% of errors that resulted from multiple business rules and ensured there was no negative impact on the Key Performance Indicators (KPI) by monitoring the team through live monitoring of the ongoing process.
- Defined Operational Acceptance Criteria (OACs) for new or changed services, and managed 100% timely deliveries.
- Product Owner for Genesys Omnichannel.
CTS Analyst
IBM India Pvt Ltd
Bangalore
12.2012 - 01.2015
- Successfully resolved enterprise application issues & malware
- Provided support for NEA, SAP and VAX Systems, which increased department efficiency by 95% by limiting downtime resulting from applications failures
- Troubleshoot desktops, laptops, printers, peripherals, handled backups & user profile administrations
L2-RIM
Infinite Computer Solutions
Bangalore
10.2010 - 11.2012
- Provided L2 technical support, including building/deploying computers, operating systems, Wi-Fi /printer management, mobile device management and processed security requests
- Performed service request process reviews to ensure efficient and effective workflow and to effect improvements in service quality and timely delivery
Trainer
Institute for Advance Studies
Ernakulam
01.2009 - 07.2010
- Educated students in the fundamentals of Engineering Graphics.
- Provided comprehensive feedback on student progress, including areas for improvement and successes.
- Maintained up-to-date knowledge of curriculum changes and educational practices to provide current and effective tutoring.
- Counseled struggling learners on how best to approach difficult subjects.
Education
Bachelor of Engineering - ECE
V.S.B. Engineering College
Karur01.2008
Skills
- Business Acumen
- Client relations
- Project tracking
- Budgeting and forecasting
- Resource allocation
- Risk management
- Operations Management
- Incident Management
- Performance monitoring
- Project Management
- Risk Management
- Backlog management
- Sprint planning
- Retrospective analysis
- Service Excellence
- Service Delivery Coordination
- Stakeholder Engagement
- Workforce Coordination
- Cross-Department Collaboration
- Integrity
- Process Improvements
- Quality Audits
- Agile
- Scrum
Certification
- Project Management Professional (PMP), 3838068
- Certified Scrum Master (CSM), 001681424
- Microsoft Certified: Azure Fundamentals, I146-2846
- AWS Certified Cloud Practitioner, C 4J4YWCJNNB11N32
- ITIL v4 Strategist: Direct, Plan and Improve, GR678000822DV
- ITIL v4 Foundation Certified, GR671158322DV
- ITIL v3 Foundation Certified, 5247040.20353117
Accomplishments
- Single-handedly set up Service Desk Team in MindcurvExecuted operations to set up the new GDC office in Dimension Data in Prague
- Trained & mentored new employees through onsite visits at GDC-Prague & setup Omnichannel software as Tools Specialist
- Received appreciation for “Outstanding contribution to Company Transformation Program (PACE 1.0)” from Senior Vice President, Dimension Data
- Received Client Appreciation Letter for creation of Vendor effort analysis report
Timeline
Project Coordinator
Mindcurv Technology solutions
10.2019 - Current
Technical Team Lead
Infoblox Software Pvt Ltd
10.2018 - 09.2019
Shift Lead
Dimension Data Pvt. Ltd
08.2015 - 10.2018
CTS Analyst
IBM India Pvt Ltd
12.2012 - 01.2015
L2-RIM
Infinite Computer Solutions
10.2010 - 11.2012
Trainer
Institute for Advance Studies
01.2009 - 07.2010
Bachelor of Engineering - ECE
V.S.B. Engineering College
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