Rohith S

Responsibilities:

• Analyze the gap, design, and build process around Incident, Major Incident, Problem, Change, and Release management.
• Conducting training on Critical Success Factors (CSF) and Key Performance Indicators (KPI) for the processes.
• Design and coordinate with the ServiceNow development team in the integration of Microsoft Teams with the ServiceNow ticketing tool for bridge calls to effectively manage SLAs in major incident management.
• Worked with the Development team in the automation of incident detection and alerting.
• Design the dashboard to monitor the process performance for weekly and monthly management reviews, analyze the trends, and improve the process maturity.
• Chairing Change Advisory/Approval Boards (CAB meetings), and planning, preparing, and chairing the monthly and quarterly governance meetings to review the efficiency of problem management.
• Chairing the Daily Operational Review Meeting (DORM) and the Weekly and Monthly RCA Review Meetings.
• Manage the end-to-end life cycle of the release process, which includes planning, scheduling, deployment, and associated release coordination activities in both non-production and production environments.
• Driving the maintenance of the KEDB (Known Errors) and optimizing its utility.
• Design and document service catalogues for various IT services.

Responsibilities:

• Responsible for managing major, critical, and high-priority incidents and changes throughout their lifecycle.
• Manage and drive telecommunication, cloud, network, and IT infrastructure escalated incidents to resolution.
• Initiating and chairing bridge meetings with the support team and other stakeholders.
• Ensuring that the escalation processes are followed.
• Ensuring incidents are managed and resolved within the SLA, and escalating to the escalation point if they are nearing a breach.
• Prioritization of incidents and communicating the agreed impact to stakeholders through standard channels.
• Coordinate with technicians from different domain support groups and vendors for incident resolution and updates.
• Coordinate with technical groups from different domains for problem resolution for major incidents.
• Assist in the preparation of problem records to resolve major incidents.
• Incident and Change Manager for any outages.
• Responsible for updating the customer periodically.
• Ensures effective and efficient day-to-day operations with adherence to Request, Incident, and Change Management processes and procedures within timeframes set by severity levels, engaging various IT partners as required.
• Work closely with the Problem Management team to understand the underlying cause.
• Sets deadlines, assigns responsibilities, and monitors, and summarizes progress of the project.
• Creating change management plans for projects or change initiatives, acknowledging all aspects of change.
• Change Advisory Board (CAB) meetings, Daily Operations meetings (incident), and Problem Review meetings.
• Responsible for ensuring that implementation is done, the review/audit is completed, and the documentation is updated.
• Conduct Post-Implementation Reviews (PIRs) after the implementation of changes.
• Maintain all change documentation, procedures, templates, etc.
• Worked closely with IT-Revamping and Dial pad implementation as a part of project implementation.
• Building relationships with international vendors for IT infrastructure requirements.
• Strong communication and global customer-handling experience.
• Multitask and have the ability to work under pressure without compromising the SLA.
• Ability to negotiate and manage the stakeholders' expectations.
• Strong understanding of IT operation tools (FreshService, Site24x7, and Meraki).

Responsibilities:

• Worked extensively on escalation issues and handled them with C-SAT.
• Bi-weekly meetings with the application team and project managers to understand the continuous changes in the project.
• Experience in handling global customers for incident management.
• Suggested new methods for process improvements, and applied filters in tools to simplify the work and make it less time-consuming.
• I worked as a Senior IT Infrastructure Analyst in Incident Management.
• Strong understanding of IT operation tools (BMC Remedy, Citrix).
• Handled P2/P3 issues.
• Calls and emails communicate with clients as per project requirements.
• I worked with the problem management team for the analysis of known errors.