Milind Vasudeo Mone

• Facilitated Problem Management Process in client environment
• Optimized the alert monitoring tool to achieve alert reduction by 80%
• Planned & directed ServiceNow integration with alert monitoring tools
• Performed operations for Problem, Change, and Incident Management processes, ensuring compliance with ITIL best practices
• Maintaining knowledge base of known errors, work arounds provided for quick reference to resolve the Major issues on priority
• Identifying areas where Proactive measures to reduce or mitigate the potential risks
• Managing and resolving high-impact incidents
• Incident Management includes detection, raising new incidents, sending communications, escalation, delegation, and sending follow-ups
• Established the Post Incident Review process to minimize delays in restoring the impacted services and developing the action plan to improve MTTR
• As a change coordinator, prioritize change requests, assess their Risks/Impact, and accept or reject changes
• Represents changes in CAB
• Prepared reports for Problem, Change and Incident processes
• Developed metrics for service management processes
• Contributing to improve Process flows (Continuous Service Improvement - CSI)
• ITSM Tool used – ServiceNow
• Tracking of all Key Performance Indicators (KPI) based on stakeholder guidelines and agreements

Capgemini India - Senior Consultant Problem/Change/Incident Apr’20 – Oct’22

4 Followed ITIL processes as Problem Management and Incident Management.

4 Collaborate with cross-functional teams to quickly resolve and mitigate incidents, ensuring minimal impact on business operations.

4 Conducted post-implementation reviews to evaluate the success of changes and identify areas for improvement.

4 Review of Change PoA and schedules.

4 Forecast (estimation) and Trend reports based on CI performance.

4 Work collaboratively with Operational Lead, Operations Delivery Manager, and client stakeholders.

4 Maintain and manage the content of the IT knowledgebase, ensuring all information is accurate, relevant and understandable. Regularly report on its effective use.

4 Using Tivoli and ServiceNow for performance data collection and Analysis.

4 Resource management, Process adherence and improvisation

Sogeti, Capgemini India - Network Operations Manager Nov’ 19 – Apr’20

Network and Telecom Operations for Travelex India

4 Managed day-to-day network and telecom operations for Travelex India, overseeing 20 resources.

4 Maintain database for problems and resolutions for quick references.

Capgemini India - Senior Consultant, Capacity Management January’16 – Nov’ 19

4 Supported for IT arm of French Agricultural financing giant as capacity manager across all IT infrastructures.

4 Coordinate with relevant stake holders to discuss infrastructure performance issues.

4 Conducted network capacity analysis and produced reports for Deutsche Bank, ensuring alignment of supply and

demand factors.

4 Generated various reports including Stability Tracker, Carrier Report, Forecast Report, and Trend Analysis to support Capacity elated decision-making.

• Led a Team of engineers, providing network infrastructure support for ABN AMRO across multiple cities in India
• Managed Network monitoring, Troubleshooting, and asset management, ensuring continuous service delivery
• Demonstrated proficiency in capacity management, technical documentation, and service improvement planning