Prathmesh Sanjay Deshmukh
Akola
Summary
A dedicated IT Service Management professional with 3 years of hands-on experience in managing and delivering IT services. Skilled Problem Manager with background in identifying, managing and resolving complex business challenges. Experience includes leading cross-functional teams, implementing process improvements and utilizing ITIL methodologies to enhance operational efficiency. Strengths include strategic planning, team leadership and excellent communication skills. Previous roles have shown significant impact through improved process efficiency and reduced incident recurrence rates.
Overview
3
3
years of professional experience
1
1
Certification
Work History
MIM and Problem Manager
Accenture
Pune
10.2023 - Current
- Successfully driving the major incidents P1 from start to end and ensuring timely updates are sent to the client, starting from initial communication until resolution.
- As a MIM, I ensured that OneNote is updated with the latest developments, including timestamps, while driving the troubleshooting call.
- Identified, documented and tracked incidents, problems and requests.
- Developed and implemented problem management processes and procedures.
- Analyzed incident data to identify trends and root cause of problems.
- Developed plans for proactive problem prevention initiatives.
- Conducted weekly Problem Management Review Call with all the workstreams to ensure the latest updates and RCA documentation within SLA.
- Representation of all the problem tickets update in the weekly problem management call with the client.
- Creation of KBA for known errors and proposed solutions by clients and technical teams to avoid any outage in the future.
- Creation of an interactive dashboard with the help of performance analytics in ServiceNow and publishing it in the production environment.
- Track the Service level agreement (SLA) for all the priority incidents and ensure resolved within SLA.
- Creation of proactive problem tickets, along with investigative and preventive tasks to avoid any significant impact on the business.
Incident, Problem and Change Manager
Wipro
Pune
08.2021 - 09.2023
- Dedicated incident manager for the biggest natural gas and electricity provider company of the USA, achieving CPI(critical performance indicator) and KPI(Key performance indicator) improvement since august 2021.
- Ensuring the resolution of incidents within the SLA timeline and uploading the data over SharePoint.
- Driving proper escalation (L2 and above) with the technical teams for resolution of Incidents within SLA
- Managing the Incidents for Network(Data/ Voice and Security) Teams along with EUS Team(End User Services) and Data Center Services.
- Successfully handling the responsibility of all the reactive and proactive problem tickets logging and driving them until the root cause is determined.
- Continuously working with the resolver groups to understand root cause, lessons learned, and working with teams to drive through process improvements to find a root cause.
- Communicating on availability of Known Errors, Workarounds, and Permanent Fixes to Incident Staff.
- Participating in major problem reviews.
- Strong knowledge of the Change Management process, which involves the assessment and evaluation of each change request, including authorization, coordination of implementation, and close-out.
- Following the SLM(Service Level Management) process which provides input for the change management process with the established change maintenance windows for when changes are permitted to be performed for the service.
- Examining all the Normal, Expedited, Emergency, Standard, and Informational changes and guiding all the resolver teams for successful implementation of the changes within the scheduled time.
- Organizing and leading the TAB(Technical Advisory Board) meeting every week to discuss all the scheduled changes in the environment, reviewing in the meeting and providing approval to move it to Authorize state, so that it can be reviewed in the CAB(Change Advisory Board)meeting for final approval.
Education
Bachelor of Computer Application(BCA) - Science Education
Shankarlal Khandelwal College
Akola07-2021
Skills
- Customer Relationship Management
- Process Design
- Customer communications
- Escalation management
- Service Management
- Incident Management
- Major Incident Management
- Problem Management
- Knowledge Management
- Dashboard Creation (Service Now)
Accomplishments
- Certificate of Excellence at Wipro Technologies
Certification
- Azure Fundamentals AZ-900
- ITIL 4 Foundation
Languages
Marathi
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Timeline
MIM and Problem Manager
Accenture
10.2023 - Current
Incident, Problem and Change Manager
Wipro
08.2021 - 09.2023
Bachelor of Computer Application(BCA) - Science Education
Shankarlal Khandelwal College
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