SANJEEV TANWAR
IT Service Management (Change/Incident/Problem Manager)
Gurgaon
Summary
⮊ Dynamic and vibrant IT Service Consultant/Manager with over 14+ years of total experience.
⮊ ITIL V3 certified.
⮊ Over 10 years of experience in Technical Change/Incident and Problem Management.
⮊ 4+ years of experience as a Support Engineer in Network Services & Technology.
⮊ Good interpersonal and communication skills in building key alliances and partnerships.
⮊ A systematic, organized and dedicated team player with an analytical bent of mind determined to be a part of a growth-oriented organization.
⮊ Comprehensive Problem Solving Ability.
⮊ Good exposure of working with clients located in North America, EMEA, and APAC regions.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
3
3
Certificates
Work History
Consultant (Manager1)
Convergys/Concentrix India Services Pvt Ltd.
Gurgaon
07.2014 - 07.2022
- Working as a Consultant (Manager-1), in IT (Global Technology Services), Technical Service Management dept.
- Responsible for reviewing technical changes submitted by technical platforms, coordinating with business to get approvals, discussing the plan, business need, analyzing the impact on the business and to mitigate the same.
- Responsible for end to end management of CRs till the successful implementation.
- Handled, reviewed, approved and managed over 500+ Change requests a month and ensured they are successfully implemented without any incident.
- Handled large scale Change Requests involving Data Center movement, upgrades of Firewalls, switches, routers and servers across the globe involving multiple clients.
- Represent Change Team on Change Advisory Board and Release Meetings.
- Represent Change Team on meetings with HP Consultants/vendors for enhancements of tools like HP Service Manager and Remedy which are Out of Scope for Concentrix Production Support team.
- Chair CAB meetings.
- Handling Incident Bridges and presenting the same to the leadership.
- Working with the technical platform and business teams to identify the root cause and issuing the Post Implementation Review results.
- Handling Critical and Urgent/Emergency changes on priority.
- On a monthly basis, analyze RFC's which have caused Outage and create report for Matrix. Additionally, based on the report identify areas of improvements and create strategy for process improvement.
- Discussing the changes which caused Outage, find the root cause and doing Post implementation review with the technical teams and preparing databases so as to prevent the same in future.
- Preparing the database with the case to case findings of the root cause and publishing the same on the sharepoint so that it can be readily available for the technical teams to refer while a new CR is submitted.
- Work with Stakeholders, CMDB Team and Technicians in fixing any Configuration Item (CI) if not associated or is incorrectly associated with a Service, Client, Program or Site.
- Closely work with uCMDB Team on enhancements for process/service improvements related to Configuration Items (CIs).
- Creating PL/SQL query for reporting purposes for team as well as Stakeholders/Technical teams asper their requirement.
- Checking and reporting Out of Compliance changes and educating the user community on the same through weekly meetings.
- Preparing the monthly team metrics and presenting the same to the board in monthly review meetings.
- Based on ITIL best practices, provide a thoughtful strategy for process improvement..
- Creating process Guidelines documentations, publishing knowledgebase and sending process updates/notifications to User Community..
- Took the responsibility to integrate Change Management Process for two of the major clients (CIT and NorthgateArinso)..
- Responsible for Problem logging by capturing the information from Incidents. Problem prioritization by checking the impact and urgency..
- Working with the program managers and clients to implement the solution to fix the Problem..
- Working on the root cause of the incident and identifying the permanent solution..
- Documenting the common and known errors..
- Responsible for weekly reports which included how many problems received per week, average time spent in solving the problems, how many problems were not cost effective and trending the ups and downs in the no of incidents resulted..
- Established the process to categorize changes into Standard, Normal –Minor and Emergency..
- Reviewing the Change Requests submitted and validating them with the concerned teams to discuss them..
- Tracking the Out of Compliance cases and hosting meetings with the concerned teams to discuss these cases..
- Responsible for making enhancements in the ticketing tool, HP SMS and BMC Remedy as and when required..
- Provide leadership in Release Control by identifying scope of improvement, giving training to team members as well as user community..
- Worked as the primary contact and escalation point for issues related to HP Release Control..
- Created Standard Change SOP and took leadership in controlling failed Standard Changes to the environment..
- Work closely with Convergys Production Support team and provide leadership in submitting Enhancement requests for process improvement in SMS (Service Management Suite) and Release Control..
- Working closely with the technical teams (Wintel Servers, Unix/Linux Servers, Data Network, Voice, Network, Facilities etc.) and validating, reviewing and managing their change requests.
- .Prepare and validate Regression Test Cases for Change Management after every Maintenance Release.
- Incident Management
- Conducting training and technical assistance for qualified vendors/service providers and division staff.
- Engage with the incident response team and lead the process of documenting event details, creating incident response letters (either when requested or proactively based on severity), obtain proper approvals and distribute final client facing document.
- When necessary, this position acts as a back-up to the Incident Reporting Coordinator entering incident reports into the Incident Management System and ensures the initial information entered into the tool is accurate as reported, and provides consistency in information within the region.
- Ensure that the incident management process is followed and that incident and problem records accurately reflect actions taken to restore service; and that changes to Configuration Items are recorded.
- Work as part of the Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs.
- Provide a professional second and third technical support for Enterprise Network Management customers.
- Provide third and fourth level of troubleshooting for legacy customers and customers owned network.
- Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident Management process.
- Manage the operational support and oversee remediation activities with designated extended managed service providers.
- Creating incident related performance analysis and reporting for review by IT management.
- Performs other work related duties as assigned.
- Working knowledge of relevant technologies (e.g., Windows and Unix platforms, voice and data networks, LAN/WAN, security infrastructure, etc.).
- Helping to create business aligned support of the Incident Management process
- .Develops process and procedures that ensure Incident Management and Service Desk related action items are tracked and completed
- Problem Management
- Passion for identifying problems that cause incidents and lengthen time to repair, and attacking the issues to eliminate the cause in our environment.
- Sensitivity and urgency in dealing with line of business outages.
- Hygienic/compliant management of timely root cause action item completion.
- Responsible for working with lines of business to develop valid actions to reduce impact and/or TTR for GTI-owned issues (i.e. application resiliency; move to DR solutions, etc.).
- ITIL V3 Certification.
- Analyzes CVG-owned issues to identify problem trends and chronic issues; communicate with technology owners; and facilitate plans of attack to ensure that GTI reaches its committed goal of reducing problems in the environment; eliminate defects; reduce impacts; and shorten time to repair, drive efficiencies.
- Analyze timelines for gaps and improvement opportunities related to detection, monitoring, meeting service levels, addressing recurring events, and identifying potential impact to other environment.
- Identifying trends and potential Problem sources (by reviewing Incident and Problem analysis).
- Proactively identifying training opportunities for other staff to execute on the organizations overall goals.
- Assists with the updating of SOPs, work instructions, checklists and various other documents under Quality management, Problem Management and document control.
- Maintains inventory of problems under analysis and their current progress and status.
- Assists management with the administrative functions and coordination of Quality Recognition Programs, councils, and focus group.
- Performs as technical evaluator for Help Files and Knowledge Articles
- Performs as single point of contact for one or more Problems. Creates and updates the Problem Record, schedules and facilitates Problem Management meetings
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Collaborated with team members to achieve target results
- Actively engaged in hiring new resources for the team.
- Tools Used - HP Service Manager, BMC Remedy, PLSQL Developer, Sharepoint, HP Release Control, uCMDB, Solarwinds etc..
Change Management Associate
Convergys/Concentrix India Services. Pvt. Ltd
02.2011 - 06.2014
- Creation of Change Requests, checking them if they are updated with the required information.
- Assigning tasks to the Change Requests for the required IT teams..
- Checking if the CRs are properly categorized as per the criticality and urgency..
- Checking the Change Requests if the work orders are appropriate..
- Checking if the correct CIs (Configuration Items) are added to the CRs.
- Preparing a report to check what phase the CRs are lying in and process them further till the Implementation phase..
- Chasing the required approvals for the final implementation of the CRs..
- Discussing the CRs with the IT teams and understanding the work orders.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
- Developed team communications and information for meetings
- Saved $[5000+] by implementing cost-saving initiatives that addressed long-standing problems
- Improved operations through consistent hard work and dedication
- Drove operational improvements which resulted in savings and improved profit margins
- Identified issues, analyzed information and provided solutions to problems
- Worked flexible hours across night, weekend and holiday shifts
- Proved successful working within tight deadlines and fast-paced atmosphere
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Support Engineer (Network Services and Technology)
Convergys India Svcs Pvt. Ltd
03.2007 - 01.2011
- Handling issues on Wintel platform for all the applications used by the employees..
- Handling Escalations on Sev 1 Incidents..
- Good knowledge of setting up the Windows servers, DB2 servers and clients and L1 support on IBM AIX servers..
- Coaching new team members..
- Documentation and communication of process updates to team members..
- Software mass deployment using LANDesk and SCCM Management Tool..
- VPN (F5 and Nortel) installation/Configuration and troubleshooting related issues..
- Management of handheld devices remotely including installation/Configuration and
troubleshooting related issues.. - Troubleshooting issues with the installed software in the IT environment..
- Troubleshooting OS related issues..
- Active Directory Management- Creation and maintenance of user profile in AD accounts..
- User access rights management in AD..
- Remote Installation and delivery of Convergys approved software..
- Managing access and rights for the company employees on DFS shares..
- Creation of Access Control Lists on Windows Servers.
- Procurement of Hardware and Software as per the governance and company policies for the employees across the globe.
Tools Used - Windows Servers, AD, SCCM, LANDesk, DB2, PLSQL Developer - Managed team of employees, overseeing hiring, training and professional growth of employees
- Prepared variety of different written communications, reports and documents
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Created plans and communicated deadlines to complete projects on time
- Carried out day-to-day duties accurately and efficiently
- Proved successful working within tight deadlines and fast-paced atmosphere
- Led projects and analyzed data to identify opportunities for improvement
- Delivered services to customer locations within specific timeframes
- Participated in team-building activities to enhance working relationships
- Learned new skills and applied to daily tasks to improve efficiency and productivity
- Maintained energy and enthusiasm in fast-paced environment
Senior Technical Support Engineer
Convergys BPO
02.2006 - 02.2007
- Worked for Microsoft project providing L2 technical support to home users in USA on Windows XP and and Vista issues and was the contact point for escalation and other related issues..
- Troubleshooting OS and directory level troubleshooting.
- Coaching new team members, creating documentations on process updates and giving training as and when required..
- Ensuring customer satisfaction by follow-ups and providing permanent solutions..
- Focus areas: - First Contact Resolution, Quality Audits, and Customer Satisfaction Scores.
- Prepare CSAT scores for the team and provide feedback.
Tools Used - MS Clarify, MS Office
Education
B.Sc. - Computer Applications
Maharaja's College, Rajasthan University
Rajasthan 03.1997 - 01.2000
Certificate in Computing -
IGNOU
Jaipur, RJ 01.2002 - 01.2002
PGDCA -
IGNOU
Jaipur, RJ 01.2003 - 07.2005
Skills
Change management
Certification
Done Six Sigma Yellow Belt Training (YEAR 2010)
Accomplishments
Received Quality plus Contributor rating (highest rating) in my appraisal for YEAR 2011 for playing vital role in transitioning Service Management Suite (SMS) tool from HP.
Received “Super Star Award” for the year 2013 for setting up the problem Management and Change Management process.
Rated Quality Plus contributor throughout my tenure for integration of the Change Management processes for various clients.
Recognized for achieving the Change success rate more than 98.5 % throughout in our IT Infrastructure.
Timeline
Consultant (Manager1)
Convergys/Concentrix India Services Pvt Ltd.
07.2014 - 07.2022
Change Management Associate
Convergys/Concentrix India Services. Pvt. Ltd
02.2011 - 06.2014
Support Engineer (Network Services and Technology)
Convergys India Svcs Pvt. Ltd
03.2007 - 01.2011
Senior Technical Support Engineer
Convergys BPO
02.2006 - 02.2007
PGDCA -
IGNOU
01.2003 - 07.2005
Certificate in Computing -
IGNOU
01.2002 - 01.2002
B.Sc. - Computer Applications
Maharaja's College, Rajasthan University
03.1997 - 01.2000
Done Six Sigma Yellow Belt Training (YEAR 2010)
Done Six Sigma White Belt Training (YEAR 2011)
ITIL V3 Foundation Certified (YEAR 2013)
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