Service Now
Samarth Arya
Incident And Problem Manager
Bangalore,Karnataka
Even if you are on the right track, you’ll get run over if you just sit there.
Will Rodgers
Summary
IT Professional with over 5 years of successful experience in Incident and Problem Management. Recognized consistently for performance excellence and contributions to success in the IT industry. Strengths in Team Management and Critical Incident Management backed by certification on ITIL/ITSM v4.0.
Overview
5
5
years of professional experience
Work History
Systems Engineer (Incident and Problem Manager)
Fidelity Investments
Bangalore, Karnataka
08.2019 - Current
- Monitoring the High priority tickets and acting accordingly.
- Monitoring the network traffic nodes and take routing actions to prevent the business impact.
- Driving the efficiency and effectiveness of the incident management process.
- Initiate bridge calls, drive communication and teams to ensure uptime of services.
- Run the Bridge call for all Critical incidents with all required teams and stakeholders.
- Follow ITIL procedure for effective quality delivery and ensuring restoration of service.
- Sending Communications / Notifications to End users informing them about the Critical incident and the impact and workaround.
- Create problem ticket and assign to problem management team for identifying RCA.
- Lead Root Cause Analysis investigations to successfully identify root causes of problems.
- Track Problem governance metrics and continuously seek to improve the Problem management KPIs (daily/ weekly/ monthly basis) – e.g.: Problems open, closed, problems with no Postmortems done, Problems with no tasks, Problems ready for closure etc.
- Created knowledge articles related to applications overview, domain knowledge and known errors and uploading the articles whenever changes are made.
- Process Improvements – Identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes.
Associate Consultant (Senior Incident Manager)
Capgemini, Former iGATE Global Solutions
Bangalore, Karnataka
01.2016 - 08.2019
- Senior Incident management support for the Royal Bank of Canada.
- Co-ordinate and monitor the End-To-End Incident Management initiative and ensure teams adherence to the process.
- Co-ordinate and monitor the Incident ageing control project and follow up on ageing tickets.
- Provide training to the IM\SMEs as required.
- Handle Ad-hoc work being assigned by TL\Manager and share them on timely manner.
- Would monitor SD and IM bins to ensure all tickets are being noticed in timely manner by IM’s.
- Perform Initiative-taking support services for IM\SME team to help and coach the team.
- Supports the incident management process.
- Provide consultation determining proper escalation metrics, issues, and changes within the process.
- RCA’s and feedback delivery for IM’s and SME.
- Primary Interactions - Internal-Team leads, Managers and Delivery Manager, RBC IT Partners, Managers and Vendors.
Education
Bachelor of Engineering - Computer Science
09.2011 - 07.2015
12th - CBSE Board
04.2010 - 03.2011
10th - CBSE Board
04.2008 - 03.2009
Skills
Remediation Planning
Incident Priority Assessment
Ticket Troubleshooting
Data Collection and Review
Effective Communication
Team Management
Critical Incident Handling
Service Interruptions Understanding
Accomplishments
- Best Performer of the Year 2016-17 and 2017-18 in Capgemini.
- Best Performer of the Year 2019-20 in Fidelity Investments.
- Appreciations from Senior Leadership Team for handling Major Incidents efficiently and effectively.
- Extra Mile Award for “Best Customer Service and CSAT” and “Best Knowledge Articles” in a year.
- Awarded for “Most Knowledge Articles” in a Quarter.
- Appreciated by the Senior Management for having shown Improvement in Team’s performance by identifying the root causes of various failure and have taken corrective & preventive action plans to combat the errors.
- Appreciated by the Client for having helped in suggesting Process Improvement Plans and the same have been implemented.
Software
JIRA
HP Service Manager
HP Site Scope
Office 365
Timeline
Systems Engineer (Incident and Problem Manager) - Fidelity Investments
08.2019 - Current
Associate Consultant (Senior Incident Manager) - Capgemini, Former iGATE Global Solutions
01.2016 - 08.2019
MVJ College of Engineering - Bachelor of Engineering, Computer Science
09.2011 - 07.2015
M.G. Public School - 12th, CBSE Board
04.2010 - 03.2011
S.D. Public School - 10th, CBSE Board
04.2008 - 03.2009