Satyam Sinha
Gurgaon
Summary
Dynamic professional with extensive experience, excelling in IT Service Management and problem-solving. Proven track record in enhancing operational efficiency through trend analysis and effective communication. Adept at leading teams and driving results, ensuring timely resolution of incidents while maintaining high customer satisfaction.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Event Management - Process Lead
Tata Consultancy Services
Gurugram
05.2024 - Current
- Responsible for ensuring all configuration items are appropriately monitored by the monitoring tool (Splunk).
- To ensure all warning alerts are timely acted upon by technical teams, so they don't become critical alerts.
- Collaborate with technical teams to tune thresholds or suppress alerts that are not needed.
- Ensure that the CMDB is accurately updated with all CI information and the relationships, so that false alerts are prevented.
- Identifying configuration items that trigger recurring alerts and working with technical teams for a permanent fix via proactive problem management.
- Prepare the Event Management KPI report for senior management and the client.
- Coordinate with the Incident, Problem, and Change Management teams.
Senior Consultant - Problem Manager
Infosys Limited
Gurgaon
01.2022 - Current
- Accountable for managing the entire lifecycle of all problems.
- Conducting Major Incident Review Meetings to identify root cause of the incidents and minimize the risk of a re-occurrence of the issue.
- Review the resolution of the problem to prevent recurrence and to learn lessons for the future.
- Preparing the RCA report and sharing with the stakeholders.
- Following up with the technical teams and ensuring that the mitigation/preventive actions are completed within SLA.
- Working on proactive problem management by performing trend analysis.
- Responsible for identifying opportunities for improvement and audit the problem tickets to maintain the quality of the problem management process.
- Chairing weekly service review calls with client and providing updates on open problem investigations.
Lead Major Incident Manager
IBM India Private Limited
Noida
08.2016 - 12.2021
- Strong communication skills demonstrated by chairing technical bridge calls, working with resolver teams to ensure restoration of services within defined SLAs.
- Sending clear, precise communication to stakeholders at regular intervals documenting the incident events.
- Following escalation matrix when required to ensure speedy recovery of services.
- Preparing Incident Record and liaising with Problem Management Team to help deliver RCA.
- Leading post Incident review meetings for Major Incidents to look for improvement areas.
- Participate in service review meetings/calls with customer.
- Managed 5-6 Priority 1 bridges per month in a shared infrastructure environment.
- Providing On-Call support during off business hours.
- Identify service improvement opportunities through trend analysis.
Incident Coordinator
IBM India Private Limited
Gurgaon
06.2015 - 07.2016
- Assessing priority of the incidents based on business impact and urgency.
- Review and accept or reject incidents assigned to the support group.
- Perform escalation (hierarchical and functional) for incidents that may breach SLA.
- Handle incidents escalated by an incident analyst of the support group.
- Monitor SLA and OLA of the incidents assigned to the support group and follow up with the team.
- Prepare KPI and SLA performance reports and share with the management.
Business Development Executive
HBJ Capital Services Private Limited
Delhi
12.2013 - 06.2014
- To drive sales for the organization.
- To lead the team in achieving the sales target.
- Prepare monthly sales report and report to the management.
- Conducting daily team meetings and motivate the members to achieve the targets.
Engineer - Projects
Matrix Energy Private Limited
Delhi
09.2012 - 03.2013
- Responsible for planning and implementation of projects.
- Providing Demo/Presentation to the potential customers about the product.
- Supervising and managing the foremen on site in the implementation of the project.
- Handling procurement of materials.
- Surveying the site to determine the scope of the project.
- Staying on top of Requests for proposals (RFP) and Requests for Information (RFI).
Education
B.Tech - Electrical, Electronics and Communications Engineering
Maharaja Agrasen Institute of Technology
Delhi06.2011
Class XII -
Air Force Bal Bharati School
Delhi05.2007
Class X -
Air Force Bal Bharati School
Delhi03.2005
Skills
- Leadership and Teamwork
- Good communication
- Excellent Customer Service Skills
- IT Service Management
- Ability to Multitask
- Cloud Computing
- Servicenow
- Splunk
- Trend analysis
- Root cause analysis
- Analytical and Problem-Solving skills
Certification
- ITIL V3 Foundation Certification in IT Service Management
- Cloud Computing Foundation Certification
Accomplishments
- Awarded Pan India IBM award in 2020 for delivering exceptional business results.
- Achieved Critical Situation Resolver Professional badge.
- Drove Service Improvement Plans - Reduced the number alert tickets by 30% in 3 months.
- Received Infosys Insta Award in successive quarters for excellent performance.
Tools
- ITSM - ServiceNow, Remedy and Maximo
- Monitoring - Splunk, Grafana and Spectrum
Timeline
Event Management - Process Lead
Tata Consultancy Services
05.2024 - Current
Senior Consultant - Problem Manager
Infosys Limited
01.2022 - Current
Lead Major Incident Manager
IBM India Private Limited
08.2016 - 12.2021
Incident Coordinator
IBM India Private Limited
06.2015 - 07.2016
Business Development Executive
HBJ Capital Services Private Limited
12.2013 - 06.2014
Engineer - Projects
Matrix Energy Private Limited
09.2012 - 03.2013
B.Tech - Electrical, Electronics and Communications Engineering
Maharaja Agrasen Institute of Technology
Class XII -
Air Force Bal Bharati School
Class X -
Air Force Bal Bharati School
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