Dinesh Kumar A
Bangalore
Summary
Dynamic Service Management Senior Analyst with Accenture India, skilled in ITSM and advanced Excel. Proven track record of enhancing service delivery and reducing incident resolution time by 30%. Adept at leading cross-functional teams and driving continuous improvement, ensuring alignment of IT services with business needs while delivering exceptional customer service.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Service Management Senior Analyst
Accenture India Pvt Lmt
Bangalore
10.2024 - Current
- Working with the service management team in implementing and optimizing ITIL-based processes, enhancing service delivery, and aligning IT services with business needs.
- Manage the incident, request, and problem management processes, ensuring resolution within SLAs, and identifying opportunities for process improvements.
- Coordinate with cross-functional teams to identify root causes of recurring incidents, and lead problem-solving efforts to reduce downtime.
- Oversee the change management process, ensuring minimal disruption, and proper change implementation across the organization.
- Manage the release management process by overseeing the planning, scheduling, and control of software releases. Coordinate with development and operations teams to ensure smooth deployment, with minimal disruptions to users.
- Develop and maintain Knowledge Base (KB) articles to empower end users and service desk agents with accurate, up-to-date, and easily accessible information.
- Prepare and present regular performance reports to management, highlighting trends, service levels, and areas for improvement.
- Manage service catalog creation and optimization, working closely with stakeholders to define and prioritize service offerings.
- Act as the primary point of contact for escalations related to service performance and process inefficiencies.
Senior Application Monitoring Analyst(MIM)
Introlligent India Pvt Lmt
04.2020 - 10.2024
- Led the Major Incident Management team, overseeing the response to high-impact incidents across global IT infrastructure
- Reduced incident resolution time by 30% by implementing streamlined incident response processes and effective resource allocation
- Coordinated with technical teams, business units, and external partners to minimize service disruptions and mitigate impacts on business operations
- Conducted post-incident reviews to identify root causes and implemented preventive measures, resulting in a 25% decrease in recurring incidents
- Provided regular updates to senior leadership and stakeholders, ensuring transparency and clear communication throughout the incident lifecycle
- Provided immediate emergency response and incident management
- Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence
- Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols
- Managed escalations effectively by collaborating with both internal teams and external vendors as needed
- Contributed to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management
- Tracked metrics involving critical incidents to model trends, produce reports in Tableau and make effective recommendations for improvements
- Established a robust incident reporting system to track progress and identify areas for improvement
- Optimized resource allocation during major incidents by analyzing historical data and forecasting future trends
- Used Excel to develop spreadsheets and Tableau for reports and tracking
- Boosted customer satisfaction levels by ensuring timely and effective responses to major incidents
- Reduced downtime during incidents by proactively identifying potential risks and mitigating them in advance
Service Support Rep 2
Unisys India Pvt Lmt
01.2018 - 03.2020
- Lead a team of 20 service desk analysts, providing technical support for Internal end-users across multiple locations
- Develop and implement service desk policies and procedures, resulting in a 30% improvement in first call resolution rates
- Monitor team performance against SLAs and KPI's, ensuring timely and effective resolution of incidents and service requests
- Conduct regular team meetings, training sessions and performance reviews to foster a culture of continuous improvement
- Collaborate with other IT departments to streamline processes and enhance overall service delivery
- Handle escalated technical issues, providing expert guidance and solutions to complex problems
- Managed the onboarding and training of new team members, ensuring they were well-versed in company policies and technical procedures
- Liaised with senior management to provide regular updates on service desk performance and areas for improvement
Education
Computer Science
BNMIT
Bangalore01-2018
Skills
- Tableau
- ITSM
- Service now
- Advance Excel
- Service Management Processes
- Incident & Problem Management
- Change & Release Management
- Customer Service
Certification
IT Service Management with ITIL4 Foundation
Timeline
Service Management Senior Analyst
Accenture India Pvt Lmt
10.2024 - Current
Senior Application Monitoring Analyst(MIM)
Introlligent India Pvt Lmt
04.2020 - 10.2024
Service Support Rep 2
Unisys India Pvt Lmt
01.2018 - 03.2020
Computer Science
BNMIT
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