Hi, I’m
RAVINDRA DUBLA
Mumbai
Summary
Professional with strong technical skills seeking middle-level assignments in Incident Management and Problem Management with a reputable leading organization.
• Dynamic professional with over 15 years of Incident Management, Problem Management, and Team Management experience.
• Extensive experience dealing with critical incidents, SLA requirements, and direct customer interaction.
• Skilled at providing remote direct support to recover from complex critical business production outages and problems within contractual timeframes.
• Expert in ITIL methodologies and instrumental in developing refined delivery process models.
• High effectiveness and responsiveness while coordinating with multiple teams and managing high-priority issues.
• Experienced in supporting high-priority applications, handling Priority 1 issues, and coordinating with multiple teams to resolve issues quickly and with minimal impact on business.
• Resourceful in maintaining client relationships in order to meet quality service standards by resolving critical service issues.
Overview
2
years of professional experience
Work History
Reliance Retail IT Operation-RCP-Ghansoli
Deputy Manager | Major Incident and Problem Manager Lead
Job overview
- Leading a team of 8 individuals in Incident Management and resolving major outages which are belongs to Pan India retail IT Stores and DC’s according to ITIL standards
- Maintained Service Desk and Incident management Support process documents and ensuring quarterly review with IT management
- During daily huddle calls with management, present daily central and network incidents as well as the pending RCA summary
- Presenting RCA Deck on weekly basis with Management
- Presenting PM Tickets with the most recent information on daily huddle calls with Management
- Creating PM tickets for each incident and closing them once the RCA is concluded
- Creating PM tickets for P3-related tickets that have a business impact and coordinating end-to-end with appropriate SME's till closure
- Creating a problem ticket for a recurring incident and directing it for further investigation and permanent fix
- Follow up with respective teams via email for business escalation calls
- Heading a daily review of the incident management process to ensure efficient and effective workflow and to increase response time and resolution
- Validating all outage RCA reports before submitting to Business
- Tracking all incidents in the incident tracker and do the trend analysis
- Preparing and publishing Monthly Deck & quarterly data for QBR to Management to improve service improvement
- Following up with Program Manager and the respective resolver team on a quarterly basis to update the escalation matrix and Distribution List for Incidents
- Presenting KPI with Senior Management on weekly and monthly basis
- Ensuring compliance to established for internal process & procedures and availability/recoverability as per SLA.
Teleperformance India Pvt. Ltd
Assistant Manager
Job overview
- Working as a Service Delivery in West Region (Mumbai)
- Heading Global Incident & Problem Management
- Responsible for the delivery of the Technology infrastructure services through the Incident & Problem Management of Delivery Process and Delivery Team’s Including 3rd Parties for more than 5000+ users across PAN India Locations
- Heading Incident Management process review on weekly basis to ensure efficient and effective workflow and to effect improvement in response time and resolution
- Manage and Oversee Problem Management globally to drive performance excellence based on business defined priorities
- Validating RCA Reports of all critical outages before submitting to clients
- Maintained Support process documents and ensuring quarterly review with IT management
- Presenting Delivery review to Senior Management on weekly and monthly basis
- Ensuring compliance to established for internal process & procedures and availability/recoverability as per SLA.
SIMPTRA TECHNOLOGIES PRIVATE LIMITED
Incident Manager
Job overview
- Manage services within incident process, monitored regular incident measurements; analyzed Closed incidents
- Understand current and potential impact of Major Incidents
- Handling daily incidents (P1&P2) & escalating Incidents to Resolver Groups as restored the outage within the SLA
- Responsible for sending all Incident notifications as per agreed process
- Real Time & continuous follow-up with respective resolver teams for incident resolution
- Send SMS alerts to management for critical incidents
- Handling bridge calls for effective coordination, incident resolution, service restoration
- Arranging weekly review calls with respective location SDM and SME for various issues
- Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution
- Follow the global Service Restoration Management Process
- Notify the respective stack holders about the Planned outages & Service degradations
- Ensure Incident Report is created immediately after resolution
- Contribution to ongoing process & operational improvements
- Assuring quality & accuracy of incident information as considered appropriate
- Ensure that the Incident record is fully updated prior to Problem Management handover
- Handling review responsibilities like reviewing incident record for completeness, contacting incident Reporter & updating additional information required & reviewing the initial incident priority
- Follow the escalation matrix when sending the escalation for long pending issues
- Preparing Incident Report
- Preparing Incident Tracker.
Teleperformance India Pvt. Ltd
Assistant Manager
Job overview
- Working as a Service Delivery in West Region (Mumbai)
- Heading Global Incident & Problem Management
- Responsible for the delivery of the Technology infrastructure services through the Incident & Problem Management of Delivery Process and Delivery Team’s Including 3rd Parties for more than 5000+ users across PAN India Locations
- Heading Incident Management process review on weekly basis to ensure efficient and effective workflow and to effect improvement in response time and resolution
- Manage and Oversee Problem Management globally to drive performance excellence based on business defined priorities
- Manage Client escalation and be Tyco's point person to review and isolate for permanent fixture
- Validating RCA Reports of all critical outages before submitting to clients
- Maintained Support process documents and ensuring quarterly review with IT management
- Presenting Delivery review to Senior Management on weekly and monthly basis
- Ensuring compliance to established for internal process & procedures and availability/recoverability as per SLA.
Kalyani informix Pvt Ltd
Incident & Problem Management
08.2020
Job overview
- Manage services within incident process, monitored regular incident measurements; analyzed Closed incidents
- Understand current and potential impact of Major Incidents
- Handling daily incidents (P1&P2) & escalating Incidents to Resolver Groups as restored the outage within the SLA
- Responsible for sending all Incident notifications as per agreed process
- Real Time & continuous follow-up with respective resolver teams for incident resolution
- Send SMS alerts to management for critical incidents
- Handling bridge calls for effective coordination, incident resolution, service restoration
- Arranging weekly review calls with respective location SDM and SME for various issues
- Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution
- Follow the global Service Restoration Management Process
- Notify the respective stack holders about the Planned outages & Service degradations
- Ensure Incident Report is created immediately after resolution
- Contribution to ongoing process & operational improvements
- Assuring quality & accuracy of incident information as considered appropriate
- Ensure that the Incident record is fully updated prior to Problem Management handover
- Handling review responsibilities like reviewing incident record for completeness, contacting incident Reporter & updating additional information required & reviewing the initial incident priority
- Follow the escalation matrix when sending the escalation for long pending issues
- Preparing Incident Report
- Preparing Incident Tracker
- Regularly collaborate and communicate with Offshore for Reporting Purposes and to Provide Resolution On-Time
- Understand the Client Business and Prioritize things accordingly
- Diagnose Problems/Issues/Defects, and be able to communicate well with the customer
- Monitoring all scheduled jobs in environment
- Ownership of Problems/Issues/Defects Ticket until Resolution
- Setting Severity Levels to Problems/Issues/Defects
- Follow-up and Resolve Problems/Issues/Defects within SLA
- Experienced in Incident Management Processes.
Kalyani informix Pvt Ltd
Incident Coordinator
12.2013 - 09.2014
Job overview
- Provides support to users as the first point of contact
- Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
- Identify Problems
- Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements
- Assign unresolved Incidents to appropriate Tier 2 Support Group
- Log all Incident/Service Request details, allocating categorization and prioritization codes
- Keep users informed about their Incidents’ status at agreed intervals through Incident Notification
- Provide first-line investigation and diagnosis of all Incidents and Service Requests
- Escalate Major Incidents to the Incident Manager.
Desktop Management
Desktop Engineer
07.2012 - 06.2013
Job overview
- Installation and Troubleshooting of Computer Hardware, Networks, Computer peripherals & assembling, optimizing and managing different computer and network systems
- Providing support for Desktops, Laptop’s with daily troubleshooting
- Installing Software’s, formatting and also handling daily network’s problems, file server, antivirus server, WSUS updating clients and synchronization issues in McAfee Endpoint Encryption Manager
- Maintaining SLA’s and other Vendor Agreements
- Managing a Corporate LAN consisting of servers, client workstations, laptops and printers in Windows XP, Windows Vista, and Windows 7 & Windows Server 2003/2008
- Actively involved in Administering Security Patches & Critical updates (WSUS) of Desktops
- Taken care of Installing and Configuring Microsoft Outlook 2003, 2007 and 2010
- Configuring VPN in users PC
- Providing support for servers like Dell, HP and IBM at front end
- Troubleshooting hardware related issues in servers and coordinating with vendor to get the same resolved at earliest to avoid any Business Impact
- Spearheading efforts across installation of Windows Server 2003/2008 as well as configuring Domain
- Providing support to users with logon problems, creating and assigning new user IDs and de-activating User IDs as per company policy
- Scheduling Daily, Weekly and Monthly backups and restoration when required
- Actively involved in Administering Security Patches & Critical updates of Servers.
Skills
Incident Management
Problem Management
Escalation Management
Technical Support
ITIL Methodologies
Team Management
Project Management
SLA Management
Current Address
503, Sai Magan CO-Housing Society, 5th Floor, Nadapatkar Road, Vileparle (East), Mumbai, 400057
Languages
English
Hindi
Marathi
Gujarati
Technical Qualifications
- Hardware and Networking Certified Diploma from Jetking
- Completed MS-CIT course from Govt. recognized Institute
- ITIL Foundation certified from ITSM Technologies
Personal Information
Date of Birth: 05/04/86
Timeline
Incident Coordinator
Kalyani informix Pvt Ltd
12.2013 - 09.2014
Desktop Engineer
Desktop Management
07.2012 - 06.2013
Deputy Manager | Major Incident and Problem Manager Lead
Reliance Retail IT Operation-RCP-Ghansoli
Assistant Manager
Teleperformance India Pvt. Ltd
Incident Manager
SIMPTRA TECHNOLOGIES PRIVATE LIMITED
Assistant Manager
Teleperformance India Pvt. Ltd
Incident & Problem Management
Kalyani informix Pvt Ltd
08.2020
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