Mayank Abhishek
ITIL-Process Consultant
Faridabad
Summary
Proficient in managing ITIL processes, identifying process improvement opportunities, and taking initiatives to implement them for service excellence. In-depth experience in managing IT operations and quality audit functions for a multi-cloud service provider.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Service Management Consultant
Bold Technologys Systems Pvt Ltd.
Noida, Uttar Pradesh
01.2022 - Current
- Responsible for managing, driving, and following up the Incident/Problem Management process from a problem lifecycle perspective to ensure the day-to-day administration of problem records
- Act as an interface between the IT teams to ensure that identified problems in the IT environment are handled in an orderly and efficient manner, coordinating the activities across the environment
- Manage, coordinate, drive and follow up the end-to-end operation and delivery from all IT teams
- Oversight on ITSM toolset ensuring SLAs on incident and problem records are met and their details are accurate
- Track action items that are identified as part of the root cause process to ensure prevention of recurrence as well as the ability to compress impact when impacts do occur
- Exercising process governance to ensure all Process related tasks and activities are aimed and aligned to ensure partner engagement/activities are standardized for delivering Quality RCAs and maintaining good Process Health
- Work with cross-functional stakeholders to resolve problems
- Drive all problems towards root cause identification and permanent fix
- Handling and assisting in the end-to-end Problem Escalation by the Escalation Management team in the respective area of functions
- Conducting and chairing Define Phase Meetings for all the Problem records to be created from P1/P2 incidents
- Created and Maintaining 'Known Error Log' database which helps to identify repetitive issues and permanent fixes for the same
- Responsible for creating and presenting Executive summaries for critical/Important Problem investigations
- Ensuring all the processes and Partner OLAs are maintained and aligned by performing RCA due date follow-up activities
- Review solution options and/or temporary solutions and update the Know errors database
- Understand the Problem Request and qualify it to be a valid Problem that justifies a Known Error and requires Problem Investigation and resolution.
Senior Analyst
Capgemini India Pvt Ltd.
Noida, Uttar Pradesh
11.2019 - 01.2022
- Problem Management: Eliminated 5% monthly incident volume by successfully driving optimizing monitoring alerts in NOC
- Successfully driven the Proactive Problem Management by extensive trend analysis of incidents and alerts and tracked via Service Improvement Plans
- 80% reduction in backlog and reduced the problem aging to < 30 days
- Process reporting for KPIs and outcomes of Reactive and Proactive Problem Management to leadership
- Governing and driving technical team on identifying root cause and implementing the permanent fix within the agreed timelines
- Knowledge Management: Increased the Service Desk FCR to 71% by developing and executing knowledge sharing process and procedures
- Improved the Knowledge Management Maturity by having KPIs implemented and reported via real-time Dashboard
- Verifying the completeness, integrity, and ensuring the quality of information documented and presented to the customer in Knowledge asset records
- Provide internal training and consulting on KM policy & process and creation of knowledge articles
- Quality Audit and Service Reporting: Successfully designed and implemented the Ticket Quality Audit procedures and parameters
- Improved the ticket hygiene and process adherence for better service delivery by conducting regular audits
- Provided qualitative analytics and intelligence based on the quality audit data for various improvement plans
- Implemented various service and process reporting capabilities by collaborating with various key stakeholders
- Incident Management: Planned daily status review meetings with clients to maintain smooth operation and discuss daily updates/escalations
- Collaborated with clients and other stakeholders to discuss and understand IT problems negatively affecting operations
- Improved operations by proactive monitoring of server and device logs for unusual activity and reported suspicious
- Routing the tickets to different teams or workgroups if it is out of our scope and maintaining the track so that the users get appropriate solutions within SLA.
Technical Support Engineer
Concentrix, A SYNNEX Corporation
Gurgaon, Haryana
01.2019 - 07.2019
- Diagnose, troubleshoot and resolve a wide range of software, hardware and network issues
- Network monitoring and ensuring the availability of Internet services to the clients
- Creating as well as deleting the user's profile in Active Directory
- Adding as well as removing the users
- Maintaining distribution list
- Reviewing failed and canceled incidents to identify the cause for the failure or cancellation to ensure that no outstanding issues exist that require additional attention and ensure that those issues are resolved by the appropriate individuals
- Performing physical setup of desktop hardware and software
- Proficient in troubleshooting Windows-OS, Windows-based products, and network-related issues.
Education
Bachelors in Technology -
Manav Rachna International University
Faridabad 08.2014 - 08.2018
Skills
Emergency response coordination
Certification
ITIL V4-Foundation
Interests
Avid Traveler
Geo-Politics Enthusiast
Binge Watching
References Available
True
Process And Tool Proficiency
- Service-Now
- JIRA
- Problem Management
- Knowledge Management
- Incident Management
- Change Management
- Quality Audits
- Reporting and Analysis
- Process Improvement
Timeline
Service Management Consultant
Bold Technologys Systems Pvt Ltd.
01.2022 - Current
Senior Analyst
Capgemini India Pvt Ltd.
11.2019 - 01.2022
Technical Support Engineer
Concentrix, A SYNNEX Corporation
01.2019 - 07.2019
Bachelors in Technology -
Manav Rachna International University
08.2014 - 08.2018
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