MOHIT SRIVASTAVA

Manager (Problem & Knowledge Management)

HCLTech

Noida

06.2012 - Current

Directed enterprise-wide problem management initiatives, achieving a 30% year-over-year reduction in incident recurrence.
Delivered a 40% decrease in incidents through proactive monitoring and remediation frameworks.
Ensured 100% monthly SLA compliance for P1/P2 incident investigations.
Achieved a 100% success rate in external audits and a 90% first-time approval rate for root cause analyses, with consistent performance tracking over 12-month cycles.
Utilized trend analysis, Pareto analysis, and shift-left techniques for proactive problem management, preventing incidents, and reducing impact.
Implemented proactive problem management use cases using Nexthink and ControlUp, addressing issues such as BSOD errors, browser performance, patch compliance, extended logon times, and software license optimization.
Spearheaded chatbot automation for ticket deflection, significantly reducing common ticket requests (e.g., account unlocks, password resets), as monitored quarterly over a 12-month period, with demonstrable dollar savings.
Upgraded and customized ServiceNow tools enhance problem management efficiency and automate incident creation to reduce manual interventions.
Facilitated daily reviews of incident trends and tracked P1/P2 incidents for senior stakeholders.
Developed Power BI dashboards for real-time KPI visibility, enhancing decision-making capabilities.
Accountable for escalation management, presenting problem governance metrics to senior management, to foster continuous improvement in problem management.
Built and managed a comprehensive knowledge base, ensuring 95% SLA compliance for article creation, review, and updates, while streamlining incident resolution processes.
Conducted regular reviews and health checks of the knowledge base, enhancing accuracy, relevance, and usability, leading to a 95% monthly usage rate, and an 86% accuracy rate.
Authored runbooks and troubleshooting guides to streamline incident resolution processes, and support efficient problem resolution.
Conducted quarterly knowledge reviews, and implemented process tests based on CSAT surveys and feedback to ensure continuous knowledge improvement.
Organized knowledge articles to optimize discoverability and usability, enabling faster incident resolution, and better knowledge management outcomes.