Piyush Mate

Roles:

• To minimize/remove the adverse impact of incidents on the business that is caused by errors within the IT Infrastructure, process failures to fulfill ultimate objective of restoring IT services as soon as possible.
• Undertake management of major incidents, ensuring that they are managed & communicated within the scope of Service level Agreement, securing that all engaged parties perform up to high standards and follow agreed process.
• Ensure that the output from Major Incident Management process is of high quality & provides management with the right level of business intelligence.

Responsibilities:

• Assess business impact & urgency, declare Major Incident/trigger business continuity procedures.
• Manage the process of the service restoration or impact reduction.
• Provides consistent communication in scope of the process and services.
• Provides high quality MIM communication to required stake holders.
• Own & drive the major incident bridge.
• Acts as SME for the Incident Management processes.
• Continuous service improvement is a pivotal element of the role.
• Ensures that cross- SDC incidents are resolved effectively securing end-to end Service Level Agreement.
• Acts as escalation point for SDCs where resolution ownership is disputed.
• Ensures that the ITIL Best Practices are followed across SDC functions.

SENIOR ANALYST

• Handled P1P2 (Critical/High) Incident tickets as a Specialist.
• Performed troubleshooting on Incident issues and if required bridge on call meetings between Users and support teams for immediate resolution.
• Based on Impact and Urgency tickets would be processed on priority to get it fix within SLA (Service level Agreement).

Project assignment in SRILANKA: Worked in IT Infrastructure Project (FORD)

• Managed the Infrastructure Team as a Subject Matter Expert (SME) from Sri Lanka Delivery center.
• Performed the Operations for End-to-End Infrastructure Applications using Client Specific Proprietary tools (BMC remedy, Smart IT Connect).
• Responsibility to handle queries through Chat, email and on call of IT systems (i.e. VPN, RDP, Application based, Hardware, Software, Networking, 0365, Server based (Linux, Windows) to provide remote support to clients.
• Resolve by taking remotely and perform troubleshoot regarding various incident and Work order issues.
• Create Tickets and engage support teams as per agreed SLA. Communicate with customers through on call for reported incidents and ensure proper resolution.

IT SERVICE DESK ANALYST

Incident Team

• Resolving technical issues remotely.
• For certain common problems, such as installation and configuration problems, used to provide users with technical documentation so that they can better understand their systems.
• Maintaining comprehensive records of issues relating to both software and hardware.

Request Team

• Managing support requests that can come through a range of networks, such as email, chat, and telephone. And used to maintain support tracking systems.
• Accelerating customer support requests to higher-level IT support specialists if users are unable to resolve a particular issue on their own. Then we used to provide specialists with details about the issue so that they could resolve it effectively.

Business Associate:

• Involved with marketing activity by selling insurance policies as B2C process.
• Building strong relationships with customers through positive attitude and attentive response.

Corporate Trainer:

• Recruited and screened qualified potential employees.
• Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
• Mentored and guided employees to foster proper completion of assigned duties.