Summary
Overview
Work History
Education
Skills
Certification
MY STRENGTHS
Timeline
Generic

Phaneesh CV

Service Management Senior Analyst
Bangalore

Summary

Dynamic Service Management Support professional at Accenture ATCI, adept at driving incident resolution and enhancing service delivery. Proven expertise in change management, problem management, and cross-functional collaboration, successfully onboarding clients and ensuring SLA compliance. Recognized for leadership in managing critical incidents and fostering strong stakeholder relationships.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Service Management Support

Accenture ATCI
Bangalore
03.2021 - Current
  • Led the resolution of major incidents by coordinating with relevant resolver groups and stakeholders
  • Facilitated Change Advisory Board (CAB) meetings, and managed weekly and monthly incident and problem review meetings, presenting data metrics to leadership
  • Onboarded three new clients, implementing the Service Management (SM) process from end to end
  • Acted as a liaison between the client and Accenture's operations teams for support and escalations.
  • Communicated service delivery health to all stakeholders, and explained any performance issues or risks.
  • Ensure cloud orchestration and automation capability is operating based on target SLAs, with minimal downtime
  • Responsible for the delivery of Incident, Change, Problem, and Configuration Management for multiple clients
  • Point of contact for driving severity 1 incidents, including internal and client communications.
  • Hands-on experience in working in a multi-client environment and on ServiceNow.
  • Own client technical issues from the initial report to resolution, and maintain regular and clear communication with the client unless the issue is resolved.
  • Take leadership in coordinating with multiple teams across all domains to ensure Service Level Agreements (SLAs) are met, and service delivery targets are achieved smoothly and successfully

Education

Mechanical Engineer -

R N Shetty Institute of Technology
01.2020

11th and 12th -

Deeksha Centre For Learning Pre-University College
01.2016

Schooling -

Sri Kumaran Children's Home
Bangalore
01.2014

Skills

  • Infrastructure Service Management
  • Cloud Based Service Management
  • Change Management
  • Incident Management
  • Problem Management
  • Microsoft Azure Cost Management
  • Process Design
  • Cross-functional collaboration
  • Team leadership
  • Written communication
  • Relationship building

Certification

Microsoft Certified: AZ-900: Azure Fundamentals, Microsoft, 2021

MY STRENGTHS

  • Ability to work calmly in a multi-client environment
  • Develop a good rapport with all the team members, as well as the clients
  • Take criticisms in good spirit, and continue to work hard without taking offense
  • Embrace mistakes gleefully, and strive to ensure they are not repeated
  • Eager to learn new things
  • Build a conducive environment in the team where everyone feels comfortable approaching me

Timeline

Service Management Support

Accenture ATCI
03.2021 - Current

Mechanical Engineer -

R N Shetty Institute of Technology

11th and 12th -

Deeksha Centre For Learning Pre-University College

Schooling -

Sri Kumaran Children's Home

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Phaneesh CVService Management Senior Analyst