Prabhakar Vishwakarma
Greater Noida West (Noida Extension)
Summary
IT Service Management professional with 15 years of experience in ITSM and End-user support, with proven capability in process ownership, business analysis, and global stakeholder collaboration. Strong knowledge of ITIL, ITSM tools, automation, process improvements and data-driven optimization.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Security Delivery Manager
Accenture Solutions Pvt. Ltd, India
11.2018 - Current
- Project/Client: US Based communication and media company
- Designation: Security Delivery manager
- Role: Service delivery lead
- Role & Responsibilities:
- Working diligently to achieve goals by planning, executing, and monitoring tasks to ensure effective and efficient completion.
- Continuously monitor project's progress and be ready to make adjustments as needed. This includes reallocating resources and addressing any emerging issues promptly.
- Manage onboarding and offboarding of team members promptly, ensuring it is compliance with Accenture and client policies.
- Optimize work by analyzing frequently repeated cases and categorizing them with specific role components and configurations.
- Lead team and handled spike in tickets due to a process change at the client’s end, managed more than the monthly target.
- Ensure all project documents were regularly updated with latest information.
- Performing monthly forecast for the team members, ensuring minimal variance from actuals.
- Ensure all client reports (MBR/WBR) were accurately prepared and delivered on time.
- Conduct pyramid refresh by replacing tenured resources with junior level resources, ensuring no impact on work.
- Identify and implement best approaches to streamline processes.
- Prioritize tasks based on importance and urgency, ensuring critical tasks are completed first and deadlines are consistently met.
- Always ensure work is completed on time and to a high standard of quality.
- Led a team of 33 resources, overseeing their tasks, performance, issues, and development to ensure project goals are met efficiently.
- Performing regular meetings, providing coaching, and giving feedback to the team.
- Coached and trained junior level resources to perform next-level work.
- Regularly monitoring and evaluating team performance to identify areas for growth and development.
- Facilitated the development of advanced expertise and proficiency within the team.
- Collaborated effectively with team members and seniors towards shared goals.
- Presented project reports to clients, ensuring all feedback and requirements were well received and fulfilled as needed.
- Maintained a disciplined team that adhered to all defined processes and project instructions without any issues or concerns.
- Implemented quality assurance processes to ensure deliverables meet the required standards.
- Maintained high-quality work, ensuring zero surprises or failures during client support and project delivery.
- Risk Assessment & Analysis:
- Maintained transparent communication with stakeholders regarding risks, ensuring they were informed and involved in risk-related decision-making processes.
Specialist
HCL Technologies Ltd, Noida
12.2010 - 11.2018
- Project/Client: Johnson and Johnson
- Designation: Specialist
- Role: Linux Administrator
- Role & Responsibilities:
- Managing various Linux 6.x and 7.x servers remotely and resolving various incident and service requests for JNJ
- Responsible in handling various Business Unit requests for Linux servers such as Change ownership/F.S permissions, NAS mounting, User creation, set UID and GID, Printer queue creation etc
- Have experience in creating and implementing Change to make changes on highly available PROD, Dev and QA servers of enterprise, coordinating with Level3 for request and executing it.
- Use of iLo and jump server for remote access of Linux and Unix servers in DMZ.
- Reboot Linux and Unix servers via VIC (VmWare-Remotely), ILO
- Coordinate with HP third party vender for any Physical replacement
- Change ticket creation for any change/modification in production servers
- Resolve communication issue between master/media and client server by adding route network, editing bp.conf file, restart NB services.
- Handling network issue by editing /network-script/ethx file
- Handling printer creation request for Linux server.
- Handling request for NAS mount on Linux server, UID-GID change request, change file/dir Ownership.
- Follow the SLA of HCL with J&J while managing the incident’s which is completely based on ITIL Standards
- Any Server related work which requires changes on configuration files we use J&J Change process based on ITIL Standards.
- Handling Client & user reported issues over communication channels viz. email & phone, and ticketing tools (Service Now).
- Handling high-severity issues & creating reports/timelines for Operations & Management.
Executive operations
IBM Services Ltd, Gurugram
11.2008 - 12.2010
- Project/Client: Quicken and Quick Tax /Intuit.
- Designation: Executive operations.
- Responsibilities:
- Quicken is personal financial management tool developed by Intuit,Inc. Quicken is America’s and QuickTax is Canada’s most Famous personal finance software.
- Providing Email & chat support to US and Canadian Quicken /QuickTax software users.
- Providing detail description about the software and version.
- Software installation /technical troubleshooting.
- Assisting users in online banking using Quicken software.
- Incident analysis, troubleshooting using “Instant Service” ticketing tool.
Education
BCA - Bachelor of computer application
IGNOU
New Delhi, IndiaSkills
- - ITSM Process Ownership
- - ITIL v4 Implementation
- - Incident / Change / Problem Management
- - Business Analysis / Requirements Gathering
- - Process Analytics / KPI & SLA Reporting
- - Workflow Automation / Tool Integrations
- - Stakeholder & Cross-functional Collaboration
- - ITSM Tools – Jira Service Management / ServiceNow
- ITIL Processes (Change / Incident)
- Jira Service Management / ServiceNow
- Process Analytics & Reporting
Accomplishments
- 4 Times winner of prestigious Accenture ACE award.
- Recognized as an exceptional performer in the project & was included in the elite HCL employee club known as ‘JEWELS’
Certification
- ITIL v4 Foundation, AZ-900, SC-900
Languages Known
English, Hindi
Experience Info
- 15+ years total ITSM experience (with minimum 5 years in process ownership or business analysis)
- Experience working in global / multi-regional environment
Interest and Hobbies
- Reading Books
- Listening to music.
- Playing with musical instruments like Violin, Flute, Casio.
Timeline
Security Delivery Manager
Accenture Solutions Pvt. Ltd, India
11.2018 - Current
Specialist
HCL Technologies Ltd, Noida
12.2010 - 11.2018
Executive operations
IBM Services Ltd, Gurugram
11.2008 - 12.2010
BCA - Bachelor of computer application
IGNOU