Prashanth Pathangay

ServiceNow Administrator:

• Taking care of the day-to-day operations of support and maintenance related to ServiceNow.
• ServiceNow users, groups and Access control management.
• Configuration of ServiceNow modules and applications like Incident management, change management, problem management, Agile 2.0 modules.
• Service level agreement management in ServiceNow.
• ServiceNow reporting and dashboards creation and management.
• Facilitating trainings for different modules of ServiceNow.
• Working with Service Catalog items.

Major Incident/Problem Manager:

• Manage the Major Incident Management (MIM) process and perform the management of both reactive root-cause analysis and proactive trend analysis using ITIL best practices.
• Responsible for ownership and coordination of actions identified within the MIM and Problem analysis.
• Responsible to analyze root cause, identify known errors and coordinating actions to fix said errors.
• Responsible for identifying problems, analyze and recommend improvement plans with solutions obtained from technical teams.
• Responsible for review problem trends and planning and driving improvements.
• Responsible to identify trends and potential problem source.
• Responsible for the efficiency and effectiveness of the Incident and Problem management process.
• Responsible for conducting PIR on all Major Incidents and identify and recommend corrective action items.
• Responsible for developing, coordinating and promoting effective ITIL functioning of problem management activities across support and engineering teams.
• Responsible for providing timely and accurate executive/stakeholder communications for all SLA impacting incidents.
• Responsible for creating support documentation for Global trainings for Major Incident and Problem management.

Change Manager:

• Chairing the Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings.
• Reviewing and developing Process and Procedures documents ensuring they are aligned as per the Organizations’ Contractual Agreement
• Specifying the Change Management Requirements to the Tools Team and ensuring that the tool is aligned with Process and Procedures
• Amassing change assessment results and issues, rejecting change, ready and presenting change authorization package.
• Ensuring timely communication of changes implemented, developing/distributing change management reports, and reviewing implemented changes to evaluate if the change addressed a real or a perceived exception condition.
• Identifying change requests that have not been acted upon in a timely manner and taking appropriate action.
• Monitoring and tracking changes through the change management reporting system, negotiating end-user down time for change implementation, as well as creating consolidated change schedule and resolving any scheduling conflicts.
• Overseeing groundwork of CAB meeting organization, including creating agenda, circulating change requests to be considered, and inviting participants to review all planned changes.
• Managing escalations and conducting PIR’s (Post Implementation Review) for the failed changes.
• Participating in daily IT availability call to verify the occurrence of any incident due to change request’s implementation.
• Actively participating in all transition and transformation meetings to ensure creation of change requests in a timely manner and advising on a Go/No Go from change management’s end.
• Managed Incident and Change Management processes across IT and key vendor service lines for immediate, decisive, and comprehensive solutions.
• Managed and measured, through KPI's, IT service lines and supplier performance in adherence to Incident, Change & Problem Control policies.
• Determined and communicated escalation/resolution across service lines and IT leadership as appropriate.
• Reviewed and recommended changes to IT Leadership Team and support processes to ensure a continuous improvement of the Incident and Problem Management processes.
• Responsible for the daily production control meetings of major local and global incidents in assessing customer impact and awareness for reducing adverse business impact.

Major Incident Manager:

· Acting as focal point for Major incidents reported.

· Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls.

· Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed.

· Managing different service providers while chairing all investigation activities, meetings, and conference calls.

· Ensuring right set of technical expertise are available on the Major incident management calls.

· Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution.

· Being accountable for resolving the outage via workaround or permanent fix.

· Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews.

· Supporting and nurturing process improvements and knowledge base improvements.

· Continually maintaining and developing tools and resources to manage major incidents effectively.

· Providing periodic major incident metrics reports.

Major Incident manager:

· Provided ultimate ownership and responsibility for end to end Management activities for all Severity 1 & 2 incidents

· Formed, led, and drove ad-hoc Technical Recovery Teams to minimize business disruptions to clients.

· Documented and tracked the timeline of events that occurred in the process to resolution for each of the incidents managed in support of post mortem/root cause analysis.

· Performed notifications and status of all incidents to high level internal leadership and client while managing SLA's.

· Worked directly with Incident Lifecycle Coordinators to provide initial incident response.

· Collaborate with internal and partner repair organizations, from engineers to executive

· Manage, escalate, status, and assist, coordinating repair efforts on Service Assurance issues

· Provided basic desktop support for my team, to increase department efficiency by limiting downtime resulting from applications failures, and costly time spent with IT support.

Major Incident Manager:

· Process Incident Management

· Attending DSR calls with all teams and giving update on aging tickets.

· Identifying and reporting the incident

· Categorizing the incident by severity

· Prioritizing the incident for better utilization of the resources

· Revealing the full range of symptoms of the incident

· Driving multi-party meetings or incidents across technologies for Major incidents for the service restoration as soon as possible

· Working on the tickets that are bouncing back to Incident management queues multiple times.

· Working on the reports for aging tickets and following up them with appropriate resolver groups and vendors to get them closed within SLA.

· Initiating bridge calls and group chats for high severity tickets(P1&P2) and running the SRTs

· Initiating bridge calls and group chats with vendors on aging tickets and priority tickets

· Acting as a Team lead for a team size of 15 members

· Responsible for the adoption and successful implementation of ITIL based processes covering Incident Management

· Responsible for the quality check on the incidents logged.

· Check the status of the tickets with Resolver Groups and follow them up

· Call back different resolver groups about the ticket in the particular queues based on ticket age and get them assigned.

· Hands on experience on Asset Management

· Performing the CI Health checks for the resolved tickets in Remedy tool.

· Handling all Desktop and Networking oriented troubleshooting.

· Installation of local and network printers and its troubleshooting.

· Support for client base applications

· Arranging of Video Conferences on LCD Screen as per User’s schedule.

· Update IT Assets inventory

· Check for Various Antivirus latest updates

· Check desktops/Laptop for Viruses

· Check desktops/Laptop for update patches

· Remove any unwanted software if found on desktop/laptop as per user’s company policy

· Provided the support for the product line HP Pavilion Notebooks (High end Note Books) for the users in USA.

· The support includes Hardware, Operating System and Networking.

· Responsibilities include providing Step by Step solutions for the user’s queries.