Mradul Bhatnagar
Service Management
Summary
With over 11 years of experience in the service management domain, expertise lies in managing complex IT services, driving continuous improvement, and ensuring seamless service integration across diverse environments. Proven track record of success in reaching KPI goals while leading multiple projects within the service management spectrum showcases ability to deliver results. Complementing leadership skills, possesses powerful analytical ability and effective customer management capabilities. Passionate about pushing boundaries and creating value, leverages solid communication skills, technical affinity, and extensive ITIL knowledge to drive innovation and exceed expectations.
Overview
11
11
years of professional experience
6027
6027
years of post-secondary education
3
3
Certifications
1
1
Language
Work History
SENIOR SPECIALIST
HCL Technologies Ltd.
09.2023 - Current
- Expertly managing Major Incident, Problem, and Change Management as a seasoned SIAM Consultant
- Developed and implemented comprehensive processes for managing major incidents to ensure rapid and effective response
- Led cross-functional teams in responding to major incidents, ensuring clear communication and coordination among all stakeholders
- Assessed the impact of major incidents on business operations, services, and customers to prioritize and direct response efforts
- Actively implemented continuous service improvement initiatives to enhance IT service delivery and operational efficiency
- Drove the identification and implementation of immediate actions to restore services and mitigate impacts, minimizing downtime and disruption
- Maintained transparent and timely communication with stakeholders, providing regular updates on incident status, progress, and resolution efforts
- Exercising governance across various vendors to maintain high service standards
- Specialized in managing clients in SAP domain, automobiles industries, healthcare, network and manufacturing industries
- Proactively identifying risks within processes or accounts, ensuring visibility and registration for leadership
- Ensured all incident management activities complied with organizational policies and standards, maintaining accurate and comprehensive documentation
- Created detailed incident reports documenting the incident, response actions, impact assessment, root cause, and resolution
- Initiating the Change management process and Problem management process as per the requirement
- Prepared bi-weekly and monthly reports to track performance metrics, identify trends, and provide insights for continuous improvement
- Crafting compelling monthly management presentations to highlight performance metrics
- Developing bi-weekly vendor presentations to reinforce incident, problem, and change governance
- Diligently managing Major Incident Reports (MIRs), Root Cause Analysis (RCA) documentation, and Known Error Database (KEDB) entries
- Authoring Knowledge Base (KB) articles and process documentation to enhance organizational knowledge
- Received multiple appreciation from client on timely resolution of the incident
- Regularly updating databases and ensuring timely communication of any changes to relevant parties
- Conducting quarterly reviews of escalation and change matrices to ensure current and effective processes
- Efficiently managing the Globally clients
- Successfully onboarding multiple processes, demonstrating project management excellence
- Generating and presenting governance reports, leading calls to address and optimize issue resolution
- Proficient in tools such as SNOW, remedy force, X-matters, Jira, Yammer
SERVICE MANAGEMENT SPECIALIST
KYNDRYL SOLUTION PVT. LTD
07.2022 - 09.2023
- Spearheaded IPC team leadership and served as the primary escalation contact for Major Incident Management (MIM)
- Executed SIAM strategies, ensuring seamless coordination with vendors and teams for swift service restoration during major incidents
- Maintained stringent governance over all open incidents, ensuring accountability and resolution
- Managed a complex service ecosystem, optimizing organizational operations
- Monitored and reported problem resolution progress to stakeholders, ensuring transparency and client/senior management satisfaction
- Initiated and managed bridge calls, engaged key stakeholders, and communicated critical updates to senior leadership, while providing effective workarounds for issue resolution
- Conducted thorough post-mortem analyses to identify root causes and improve understanding of problems
- Reviewed and ensured comprehensive documentation of high-priority Post Incident Reports (PIR), detailing root causes, deficiencies, and preventative recommendations
- Kept an up-to-date Known Error Database (KEDB) tracker for efficient problem management
- Proactively identified process or account risks, ensuring dissemination to account leaders and inclusion in the risk register
- Proficient in tools such as Symphony Summit, Maximo, SNOW, ICD, COGNOS, MGAGE, CRITSIT, and Remedy
- Led technical teams and vendors to complete effective root cause analysis within set timeframes, identifying and implementing permanent solutions
- Managed critical issues across various applications including CRM, SAP, and core banking services, ensuring minimal disruption
- Addressed urgent issues such as VPN access, server hangs, access rights, and spam, maintaining system integrity
- Specialized in Service Management, overseeing all major incidents and Severity 1/2 resolutions within agreed SLAs
- Coordinated Tier 1/2 responses during high-impact incidents, ensuring effective incident management
- Conducted reactive problem management for all major incidents, ensuring swift resolution and service restoration
- Analyzed and resolved issues within discovery deployments, enhancing system reliability
- Governed change management processes for network and security issues, ensuring compliance and minimal risk
- Managed the Corrective Action and Preventive Action (CAPA) tracker, promoting continuous improvement
- Led Root Cause Analysis (RCA) investigations to identify and address underlying issues affecting IT services
- Prepared comprehensive RCA reports post-resolution, keeping all parties informed
- Ensured strict adherence to SLA management, upholding service quality and customer satisfaction
- Implemented ITIL best practices, streamlining processes and procedures for optimal service management
- Fostered professional relationships with suppliers, customers, and internal stakeholders, enhancing collaboration
- Delivered SLA/KPI reports to management, providing insights into performance metrics and operational efficiency
- Managed governance of long-standing cases across incidents, changes, and problems, ensuring closure and compliance
- Developed Daily Severity 1 Incident reports for management review, highlighting critical issues and actions taken
- Crafted SOPs, tested tools, and evaluated SLA/KPI metrics for incident, change, and problem management
- Initiated process improvement activities, including auto alerts and alarm monitoring, to enhance system responsiveness
Business Process Lead
TATA Consultancy Services.
08.2015 - 06.2022
- Led a team in Network Operations and Service Assurance, ensuring high levels of service reliability and performance
- Demonstrated expertise in IT service management, supporting innovation and managing change to drive continuous improvement
- Identified and resolved critical IT issues, providing viable solutions to enhance service delivery
- Managed, coached, and mentored team members, fostering a collaborative and high-performing work environment
- Created and managed incidents based on severity and priority, providing remote resolutions and coordinating with field teams
- Conducted performance analyses and identified improvement opportunities, ensuring the end-to-end success of the incident management process
- Documented key actions and events during incidents, assisting with root cause analysis and problem resolution
- Oversaw network operations and provided technical guidance to the service desk, ensuring prompt and efficient support
- Conducted comprehensive problem management and root cause analysis, recommending long-term remediation strategies
- Worked with advanced technologies such as HFC, FTTN, FTTC, and FTTH, ensuring seamless network operations
- Proactively monitored the network, planning, designing, and managing various network types to maintain smooth service connections
- Identified and analyzed faults in passive components, providing approvals for replacements based on criticality and cost analysis
- Educated the team on copper issues and other relevant topics, enhancing their technical knowledge and capabilities
- Managed change requests for passive network changes, ensuring pre-notification to Access Seekers
- Utilized tools such as Remedy, Netcool, AMS, Maximo, and Service Portal to maintain high CSAT and adherence to company SOPs
RF-SOC ENGINEER
TATA Communications Ltd. (Prompt Personal Pvt Ltd 3rd party payroll)
07.2014 - 08.2015
- Spearheaded network operations encompassing service delivery and assurance, ensuring adherence to SLAs
- Proficient in L2 troubleshooting for VPN, MPLS, ILL, and RF links, guaranteeing minimal downtime
- Developed and executed strategic network deployment plans in sync with product teams, achieving timely rollouts
- Delivered all products within targeted turnaround times, maintaining high service delivery standards
- Generated operational work orders, maintained databases, and compiled reports, enhancing task efficiency
- Utilized technical expertise to analyze and resolve complex network issues, improving system reliability
- Contributed to the development of long-term network infrastructure plans, supporting sustained growth
- Achieved high customer satisfaction ratings by maintaining operations in line with company SOPs
- Configured and validated RF devices to ensure optimal RF media connectivity
- Managed client router configurations and provided prompt troubleshooting services
- Addressed and resolved escalated customer issues, fostering trust and client retention
- Skilled in network monitoring, utilizing analysis tools, CRMs, and Remedy for proactive management
- Acquired foundational knowledge of POP, BSTN, BSC, enhancing technical proficiency
- Coordinated with last-mile providers such as SIFY, TTSL, AIRCEL, TATANET to ensure seamless connectivity
- Executed first-level troubleshooting from ODU to IDU and POE to Router, including equipment reboots
- Devised solutions tailored to customer needs, effectively reducing repeat issues
- Managed leased line complications, addressing link outages, packet drops, latency, and interference issues
- Prioritized resolutions based on business impact and customer categorization, ensuring optimal service levels
- Facilitated knowledge transfer with customers on issue resolution and process implementation
- Escalated critical issues to management, ensuring prompt attention and resolution
- Drove the team to meet and exceed quarterly targets and goals, fostering a culture of achievement
- Documented and provided comprehensive RFOs, offering transparency and preventing future outages
Network Engineer
KAPPA Internet Services Pvt. Ltd.
12.2013 - 07.2014
- Expert in establishing P2P, RF, and F2F connectivity, along with configuring wireless modems for optimal performance
- Proficient in configuring and managing network infrastructure including Routers, Switches, and IP Routing, as well as implementing Leased Line Circuits
- Skilled in deploying and maintaining various Wireless Routers and Access Points, including brands like Ingenious, Microtek, UBNT, and Nanobridge
- Served as a critical liaison for escalation issues, facilitating effective communication between support teams and other departments to resolve service disruptions swiftly
- Contributed to the development of policies and procedures by providing essential technical insights
- Committed to ensuring punctual service delivery, upholding the highest standards of client satisfaction
- Specialized in establishing point-to-multipoint connectivity solutions tailored to client needs
- Dedicated to enforcing robust network security measures to prevent unauthorized access and maintain system integrity
Education
B. Tech - E.C.E.
Jodhpur National University
Jodhpur, India05-2012
H.S.C -
Saint John's Senior Secondary School
Kota, IndiaS.S.C. -
Saint John's Senior Secondary School
Kota, IndiaSkills
IT Service Management (ITSM)
Certification
Professional Scrum Master
Timeline
SENIOR SPECIALIST
HCL Technologies Ltd.
09.2023 - Current
SERVICE MANAGEMENT SPECIALIST
KYNDRYL SOLUTION PVT. LTD
07.2022 - 09.2023
Business Process Lead
TATA Consultancy Services.
08.2015 - 06.2022
RF-SOC ENGINEER
TATA Communications Ltd. (Prompt Personal Pvt Ltd 3rd party payroll)
07.2014 - 08.2015
Network Engineer
KAPPA Internet Services Pvt. Ltd.
12.2013 - 07.2014
B. Tech - E.C.E.
Jodhpur National University
H.S.C -
Saint John's Senior Secondary School
S.S.C. -
Saint John's Senior Secondary School
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