Service now, Zenoss
Hem Joshi
Assistant manger
Bangalore
Summary
IT professional with a proven ability to execute programs to drive business growth through process and technology solutions Innovative professional with ability to identify, analyze and solve problems efficiently. As an Information Technology professional with high-level management experience in the IT industry, I learned that the best way to achieve success was to motivate the resources I had with well-defined objectives and empowerment. A management belief based on integrity, quality, and service, along with a positive attitude, an aptitude for strategic thought and planning and the ability to adapt quickly to new ideas and situations allows me to achieve consistent and significant successes in multiple industries.
Overview
2021
2021
years of professional experience
3
3
Certifications
1
1
Language
Work History
Associate Consultant
HCL Technologies
Bangalore
4 2017 - 6 2023
- Identify repetitive incidents and implemented solutions under problem management
- Facilitated major problem solving workshops that helped the company identify the root causes
- Fixed the issues through data analysis & Five Whys technique
- Regular follow-up with resolver group/SME for the periodic update on RCA documents
- Maintained 95% RCA on-time delivery & consistently drove resolver teams towards achieving Service Level Agreements
- Daily operation dashboard review (report) call (problem ticket occurred during last 24 hours) with client and HCL leadership
- Chaired problem management weekly & monthly review call for network and apps related outage
- Chaired meetings such as Process council, Change Advisory Board, & Advisory Board, Emergency Change Advisory Board, Change Management Council, Post Implementation Review, and Project Kick off meetings
- Represent Problem Management in monthly service reviews with Nokia
- Review and authorize the project plan using HP PPM and publish daily updates to the stakeholders in the form of Forward Change Plan
- Responsible to analyze root cause, identify known errors and coordinating actions to fix said errors
- Performed Root Cause Analysis and Post Implementation Review on failed changes and change caused incidents
- Extending inputs to an Executive Level Reporting on consolidated KPI's and agreed Service levels for Aging RFC's, monthly failed changes, Aging Problem tickets, Server build time, SLA
- Administer monitored severity 1 & severity 2 alerts, resolved 1+ daily customer major incidents during the MIM call and OLA's for processes and Operational Quality monitoring
- Effectuated the Quarterly Audits of problem Tickets for quality assurance
- Client: Nokia, July -2020- July -2023
- Supporting Regions: APAC, US, Canada
- Tool used: Jira, Service now
Client
Iron Mountain
Bangalore
04.2017 - 06.2020
- Coordinate activities for incident and problem management to assure quality of service
- Worked as Relationship Manager for different countries to ensure customer satisfaction and handling escalations
- Initiated and individually drive the Operational Excellence program for BAU activities
- Established Problem and Change Management process in agreement with the client
- Production of statistics and reports for dashboard to demonstrate performance of SLA
- Cleared backlog for Problem tickets on a weekly basis
- Extended support on Project Management Operations
- Developed key metrics measuring effectiveness of Problem management
- Initiating actions to fix interruptions to service caused by errors/faults in the IS infrastructure
- Uses technical knowledge and subject matter expertise to understand business and technical issues
- Analysis and reporting of incident trend data to identify and eliminate root causes
- Supporting Regions: APAC, US, Canada
- Tool used: Jira, Service now, Infoblox, CA spectrum, & IBM Tivoli
Sr. GOC Engineer
Iron Mountain
Bangalore
04.2014 - 04.2017
- Procedure/Technical documentation writer and trainer for new employees and off-shore counterpart
- 360Facility CAFM Administrator tasked with new customer integration, auditing and process improvement
- Assisted with disaster recovery and non-impact outage efforts by providing hands on troubleshooting support and research
- Ensured that appropriate notifications are relayed to enterprise customers and internal stakeholders during the course of critical incidents, also ensured that accurate timelines and thorough notes are taken for root cause analysis
- System build peer reviewer responsible for verifying compliance with corporate standards and documenting discrepancies for remediation by build engineers
- CA Workload Automation & Espresso Administrator responsible for job scheduling, agent installations on cross platform operating systems and application troubleshooting
- Responsible for monitoring of mission critical IT infrastructure across the enterprise environment and escalating issues to responsible teams
Sr NOC Engineer & Problem Manager
VMware Inc
01.2012 - 02.2014
- Manage and maintain the Monitoring Systems/tools, (Zenoss, CA Spectrum and Website plus) these report on the status and performance of VMware network, ISP services and facilities
- Fault handling and escalation (identifying and responding to faults on Zen's systems and networks, liaising with 3rd party suppliers, handling escalation through to resolution)
- Provisioning (IP assignment, core network configuration, DNS setup, monitoring and graphing for collocation, leased lines, customer backup and other customer network services)
- Server build and installs, application upgrades, network equipment build and installation
- Maintaining hardware serial audits, writing custom monitoring plug-in and configuring bespoke graphing
- Facilities maintenance (monitoring and management of air-conditioning, UPS, generators, power usage, running health and safety and housekeeping checks at Zen POPs)
- Facilities provisioning (installing racks, setting up power, installing Ethernet, fiber and console cabling, remote power and KVM)
- Maintenance of WIKI and technical documentation (for NOC) of processes and procedures used throughout normal operations
- Development of knowledge and skills in network and system administration, particularly with regard to Tier 3 Support for co-location, customer backup network and ISP services
- Participate in a 24x7 call-out rota if required
- Daily service review call with, service delivery manager and other support groups for sev-1 and sev-2 incident reported in last 24 hours to find RCA and preventive action for their reoccurrence in future
Problem Manager & Change Manager
IBM Global Services
Bangalore
02.2010 - 10.2011
- Consults for incident solution identification
- Makes problem handler assignments to work groups and individuals to ensure workload balancing to meet service level commitments
- Communicates progress of problems to relevant parties
- Consults for regular review of service level agreement (SLA) performance data
- Keeps informed about SLAs
- Keeps informed about the new SLA framework
- Stays informed of activities to restore to normal operations
- Stays informed of IT asset discrepancies and if further investigation is required
- Stays informed of results of SLA review meeting
- Reviews all 'on-hold' problems and known errors
- Supports regular SLA performance data gathering
- Supports the determination of remedial action
- Supports the implementation of corrective actions
- Applies Information Technology Infrastructure Library (ITIL) framework knowledge
- Conducts and facilitates RCA of a problem
- Coordinates and facilitates problem resolution by engaging a variety of support teams
- Escalates issues for resolution, to avoid reoccurrence or close problem
- Assists with the identification of the resources to which the problem should be escalated
- Conveys appropriate urgency and importance to identified personnel
- Facilitates communication with clients, team members, suppliers, etc
- To ensure the actions and changes which may affect them are known
- Documents commitments and action items
- Validate the priority and impact of the incidents and work on the tickets according to the priority and get the resolved within SLA
- Handle Priority 1 incidents with its criticality by initiating conference call or group chat with various technical teams in order to work towards restoring the service as early as possible and ensure that all the groups are aware of the issue and the resolution
- Send Business communications (Executive Alert) for all the Priority one issues without any delinquency and errors
- Preparing various MIR reports for the priority 1 issues with all the details such as reported time, restore time, resolution, MTTR etc
- Follow up with assigned technical team on pending tickets in order to get the tickets closed within SLA
- Chairing weekly Problem review calls with customer, technical groups to discuss the number of problems occurred and if any recurring problems for each application
- Do an active trend analysis to figure out recurring problems and finding a permanent fix with the help from relevant technical teams
- Tracking the cause of the high priority incident or a problem by performing Root Cause analysis and once the Root cause is found we ensure that permanent fix is to be put in place and if required raise a change accordingly
- Fill the RCA template and update the KEDB
Education
Bachelor of science -
Kumoun University
GNIIT - undefined
CCNA - undefined
ITIL V3 Foundation - undefined
Skills
Service Management
Major Incident Management
Problem Management
Change Management
Service Delivery
Service Transition
Project Coordination
Implementation
Stakeholder Management
Cloud-based ITSM tools
On-premise ITSM tools
Service Now
BMC Remedy
HP Service Manager
HPuCMDB
Tivoli Service Request Manager
Maximo
Confluence
Jira
Webex
Skype
Vendor Performance Management
Analytical Thinking
Problem Solving
Effective Communication
Customer Facing Skills
Certification
GNIIT
Personal Information
- Date of Birth: 04/06/81
- Nationality: Indian
- Marital Status: Single
Mobilenumbers
- 7259303625
- 9113523346
Software
Timeline
Client
Iron Mountain
04.2017 - 06.2020
Sr. GOC Engineer
Iron Mountain
04.2014 - 04.2017
Sr NOC Engineer & Problem Manager
VMware Inc
01.2012 - 02.2014
Problem Manager & Change Manager
IBM Global Services
02.2010 - 10.2011
GNIIT - undefined
CCNA - undefined
ITIL V3 Foundation - undefined
Associate Consultant
HCL Technologies
4 2017 - 6 2023
Bachelor of science -
Kumoun University