Jitesh Sahane
Pune
Summary
Overall, 12 years of experience in IT Service Management including Incident, Change, Problem, request fulfillment, Service assurance, SD, Infrastructure Support, Management reporting etc. with a very good understanding of IT services and processes. Efficient team player with excellent communication skills, Presentation Skills, Interpersonal Skills and ability to quickly adopt to Technical Environment and good interaction with users. Strong communication, interpersonal, and leadership skills to achieve business objectives.
Overview
13
13
years of professional experience
Work History
Senior Consultant
Capgemini Technology
Pune
06.2022 - 12.2023
- Manage the end-to-end problem management process from problem identification to resolution, ensuring that all problems are resolved quickly
- Work closely with IT teams to proactively and reactively identify problems, develop work around, determine root cause, and create action plans for preventing the recurrence
- Prioritize problems according to their impact to the business and ensure the proper resources are allocated to resolve the problem
- Monitor and report on the progress of problem resolution efforts, ensuring stakeholders are kept informed of the status
- Escalate issues with resolutions as required
- Develop and maintain dashboards for reporting pertinent metrics and key performance indicators
- Create, review, and update documentation related to the problem management process, including problem records, action plans, and reports
- Conduct regular reviews of the problem management process aligned with the continuous service improvement program and implement changes as necessary
Problem Manager
Talentifiers Consulting Pvt Ltd
03.2022 - 05.2023
- Align Problem Lifecycle as per standard ITIL Problem Management Guidelines
- Accountable for Root Cause Analysis document and Post Mortem actions following Major Incident(s)
- Reviews the efficiency and effectiveness of the Problem control process
- Maintain inventory of problems under analysis and their current progress and status
- Update Known Error Database
- Co-ordinate meetings to resolve problems
- Co-ordinate effectively to identify all Major Incidents
- Co-ordinate with Service Desk, Incident Manager (Critical Incident Response Team member), Change Management and Resolver groups in the identification of Major Incidents
- Reduce the number of incidents
- Through Data Analysis, identify trends and potential Problem sources
- Identify and propose automation opportunities
- Monitors the effectiveness of error control and makes recommendations for improvements
- Identify and communicate business value of recommended actions
- Customer Interface and Client Satisfaction
- Works cross functionally with peers and management
- Follows up issues and progress with problem owners where necessary
Senior Technical Associate
Infosys BPM Ltd
Pune
10.2015 - 03.2022
- Ticket management analysis and follow-up till closure
- Overseeing the incident management process and team members involved in resolving the incident
- Responding to a reported service incident, identifying the cause, and initiating the incident management process
- Ensure we are meeting performance metrics / SLAs
- Prioritizing incidents according to their urgency, priority and impact on the business
- Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures
- Collaborating with the incident management team to ensure that all protocols are diligently followed
- Logging all incidents and their resolution to see if there are recurring malfunctions
- Adjusting the incident management process as required to ensure its effectiveness
- Communicating with upper management if major issues are found in the IT system
- Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks
- Aligning and coordinating activities between customer, vendor and internal teams
- Organizing conference call (bridge call) effective and efficient
- Manage ownership of all active incidents impacting the business, with a primary focus on all Severity 1 & Severity 2 incidents
- Using an escalation matrix, Hierarchical and Functional, to get the appropriate level of focus on the incident from technical teams and management
- Experience in practicing ITIL best practices like Incident, Problem, Change and Service Level Management
- Ensure tickets closure within SLA
- Ensure adherence to the problem management process
- Identify and execute improvement of the problem management process
- Drive the problem management process
- Ensure communication, reporting and escalation for problems
- Ensures quality of 'known error' record and the knowledge database
- Conduct post resolution review of critical problems with SDM
- Be accountable for the delivery of RCA/IRs
- Act as a mentor to other ITIL processes for improvements related to problems and problem management process
- Build awareness of the problem management process across teams and act as a problem management process expert
- Ensure problem tickets are maintained up to date and escalated to the track leads on daily basis
- Creates daily/weekly and monthly metrics reports for management
- Standard way to define key responsibilities during an incident
- Associate Incidents with other records (i.e
- Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
- Provide first-line investigation and diagnosis of all Incidents and Service Requests
- Resolve Incidents within the specified Service Level Agreements/Operational Level Agreement
- Maintain user satisfaction with the quality of IT services through the review of Customer Satisfactions Surveys, metrics, and key performance indicators
- Ensure Incidents are logged, categorized and properly documented through on-going ticket audits and reviews
- Ensure end to end communication is occurring during incidents, dealing with investigation and escalations, and ensuring the business, customers, and IT management are updated in a timely manner
- Manage the Post Incident Review (PIR) process for Major Incidents to drive identification and resolution of root cause to prevent incident recurrence
Senior Associate
Maersk Global Service Centre India Pvt Ltd
Pune
06.2010 - 12.2014
- Follows the incident life cycle as defined by process - log the incident - categorize and document - resolve or assign the incident to relevant assignment group
- Manage incident cause Identification, Analysis and Resolution Manage incident progress updates, resolution & notifications Manage individual priorities, SLAs/KPIs, and deliverables
- Respond to the issues reported by customer predominantly through voice and emails, chat, etc
- Identify, investigate, and diagnose the issue
- Provide resolution to customer based on in scope processes
- Prioritizing incidents according to their urgency, priority and impact on the business
- Collaborating with the incident management team to ensure that all protocols are diligently followed
- Documenting key actions and events during the conference call
- Notification to senior leadership of status and impact through emails to the Information Services (IS) department and contacting senior leadership to advise of the impact to the business
- Post incident documentation to assist Problem Management in root cause analysis
- Ensure proper escalation procedures are followed and correct support teams are engaged
- Identify, Investigate, and diagnose issues and incidents to restore a failed IT Service as quickly as possible
- Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements
- Health monitoring of router node via SolarWinds, document troubleshooting steps and service restoration details
- Verify resolution with end-users and resolve assigned Incidents
Education
B.Sc. - Computer Science
Pune University
01.2008
Skills
- ServiceNow
- Microsoft Excel
- PowerPoint
- Word
- Exchange
- Teams
- Share drive
- 0365
- VPN – Pulse
- AD
Languages
- English
- Hindi
- Marathi
Personal Information
Date of Birth: 08/07/82
Self Appraisal
I hereby declare that the information provided above is true to best of my knowledge.
Timeline
Senior Consultant
Capgemini Technology
06.2022 - 12.2023
Problem Manager
Talentifiers Consulting Pvt Ltd
03.2022 - 05.2023
Senior Technical Associate
Infosys BPM Ltd
10.2015 - 03.2022
Senior Associate
Maersk Global Service Centre India Pvt Ltd
06.2010 - 12.2014
B.Sc. - Computer Science
Pune University
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