Rishabh Tiwari

Incident Management:

• Managing critical incidents including Facilitating triage calls to engage technical support teams, coordinating service restoration activities, and communicating all relevant details to key business and client stakeholders.
• Executing performance dashboard for improved analytics and visibility during review meetings with client.
• Managing and Governing of High Priority Incidents (P1 & P2's) end to end with available resources..
• Sending notifications within prescribed time as per processes during high priority incidents with required stakeholders.
• Publishing new knowledge articles to improve process clarity.
• SLA metrics, reporting and CSI activities for IM and PM processes.
• POC for customer for all high priority issues and escalations in IM and PM.
• Configuring ServiceNow reports, dashboards through ITSM tool.
• Handled escalations raised by the client.
• Preparing and presenting the monthly deck during client calls and handling queries.
• Preparing reports for daily stand ups and weekly calls to give updates.

Problem Management :

• Adhere to process regarding workflow for Problem Management process.
• Continuous follow up with Problem ticket owners to make sure PRB's are being addressed in time.
• Performing Root Cause Analysis (RCA) meetings on PRB's ongoing.
• Preparing RCA documents, RCA quality checks.
• Co-ordinate Problem resolution, tracking RCA action items.
• Involved in monthly operational SLA and KPI reports.
• Maintaining daily and weekly trackers.
• Preparing presentations for daily stand ups and weekly calls to give updates.

Change Management :

• Conducting CAB to review all changes aligned for production environment.
• Assess, evaluate, schedule changes and track them till closure within agreed delivery time.
• Post Implementation Review for all changes after completion.
• Refresher sessions for technical teams on Change Management process.

• Responsible for prompt resolutions of all incidents brought to the attention
• Client communication: As part of client communication, actively engaged with client to understand the business requirements and accordingly make the implementation plan.
• Enter and report Service Desk related problems, causes and solutions within our ticket management tool (ServiceNow)
• Manage and publish SLAs, KPIs reports measuring the effectiveness of the IM and PM processes.
• Mentor, coach and provide and feedback/assistance to co-workers on an as needed basis
• Responsible for call and ticket audits for fellow agents
• Responsible for creating Follow-Up and Aging reports on daily basis
• Responsible for reporting Major Incidents on the Daily Operational Scorecard reported on business days
• Responsible for providing Knowledge Transfer to all the new hires in the team
• Preparing RCA documents, RCA quality checks.

• Company Overview: JSV Hyundai is a one-stop destination in Lucknow for all your requirements related to car buying and servicing
• Responsible for first line of support, receiving all customer calls and ensure timely resolution
• Incident management-Responsible for creating efficient incident management process and ensure effective communication during outage
• Analysis of production data from previous months to identify trends for future enhancements
• Perform regular backup of production environment
• Ensure connectivity with the central Hyundai system and implemented required alerting mechanism for exception reporting
• JSV Hyundai is a one-stop destination in Lucknow for all your requirements related to car buying and servicing