Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Work Availability
Quote
Timeline
Hi, I’m

SHASHANK MISHRA

Lead Analyst-IT Service Management & Project Delivery
Pune
SHASHANK MISHRA

Summary

LEAD ANALYST-IT Service Management & Project Delivery.

A high energy driven professional offering communication and people management skills targeting for mid - level assignments in IT Service Operations & Management, End User IT Service Delivery, Customer Success and Project Coordination with an organization of high repute.

PROFILE SUMMARY:- B.E. IT professional offering more than 11 years of experience in IT Service Operations & Management, Escalation Management, Incident Management, End User IT Project Delivery, Project Management, Customer Success & Leading Global Service Desk Operations.

Overview

11
years of professional experience
4
years of post-secondary education
5
Certifications

Work History

Barclays Global Service Center Private Limited, Pune

Lead Analyst
2018.10 - Current (5 years & 11 months)

Job overview

  • Drive continuous Support improvement and improve Problem Resolution times
  • Identify possible service quality issues affecting customers and bring them to the attention of the problem managers
  • Participation in escalation review meetings and post mortems
  • Assembling the escalation team which includes incident owner, problem owner and other professionals in specified areas of expertise
  • Demonstrated leadership in crisis management situation
  • Provide leadership and direction to the service management function ensuring appropriate and robust service management and review frameworks are in place
  • Ensure operational procedures and practices are well defined, documented and consistently applied
  • Collaborate very closely with Technical Support Line Managers to share responsibility of the escalation and prioritize the allocation of resources
  • As owner of the escalation process will take ownership of major incidents and coordinate the resolving parties, with effective communication to stakeholders and post incident reviews
  • Working as per STAR Methodology (Situation, Task, Action & Result) to enhance the Services from End User Prospective
  • Reviewed and refined Escalation Management process, protocols, dashboards and run books integrating the same with Service Now Tool
  • Advised Senior Leadership of any developments and action plans, Set customer expectations and provided updates regarding troubleshooting and resolution action plan in external communications
  • Regular Communication with Service Now Business Analysts, Developers, IT Service Desk , Technical Teams and Service Owners to Enhance the functionality of Service Now from CSI prospective.

John Deere India Private Limited, Pune

Senior Executive
2017.08 - 2018.09 (1 year & 1 month)

Job overview


  • Managing and leading a team of 40-45 members of IT Service Operations as an Individual contributor from JD across India\Asia region in coordination with Core team and different Service providers
  • Supporting left shift strategy for service desk and increase in FCR
  • Monitor & Review the open backlog of tickets, SLA adherence and CSAT score and feedback.
  • Participate in Demand Management activity to ramp-up Office 365 project/migration and drive new change and efficiency throughout project lifecycle for roll out across India Offices.
  • Responsible for Defining KPI's and CSF's for the entire IT Service Operations team.
  • Using Excel Tool for Analysis on outages, recurring issues and improving the overall Incident Management process using ITIL methodology
  • Responsible for driving Sessions with team members to improve the overall services and managing escalation for End users across Asia region
  • Managing the continual service improvement process for defining and improving the overall support for End users using some innovative methods in the organization
  • Responsible for Initiating User Awareness Sessions\Training\Forums at organizational level
  • Identifies and applies appropriate new information technology infrastructure components within a diverse environment as required to support strategic business plans and processes
  • Supports projects that require contact with other IT Core departments at the unit, division, or enterprise level
  • Completes routine changes & improvements to existing processes, with some supervision
  • Successful Completion of 3 projects along with different core teams for India and Asia region covering more than 10000 users with 95% FCR Rate
  • Achievements: -
  • Achieved 99.9% SLA Adherence for India regional level
  • FCR improved from 15% to 25%
  • Monthly Escalation count reduced from 15-20 to 2-5 due to timely monitoring
  • Ticket Count Ratio Vs User count ratio reduced
  • CSAT increased from 72% to 85%
  • Successful Implementation of Service Now tool coordinating with Global teams
  • Cost reduction by proper Utilization of Assets.
  • USD 153,000 cost savings realized in the Fiscal 2017-18
  • Reduction in Compliance Incidents from 30 per month to 4-7 per month
  • Appreciation Badges” received from different Stakeholders for Organizing “Deere Safari” and “GPTW” workshops in John Deere for Awareness.

Boston Consulting Group, Gurgaon

IT Specialist
2016.06 - 2017.05 (11 months)

Job overview


  • Incident Management for Critical Issue on Service Now Tool
  • Led the Operations team for successful rollout of Windows 10 platforms across Asia region
  • Keeping a track of all the outages and was responsible for monthly reporting to Stakeholders
  • Lead in preparing and deploying laptops for staff, including all required user profile configuration and data migration as well as maintain configurations of computer systems according to established BCG requirements.
  • Increased the response rate of team by monitoring open incidents and preparing necessary KB's to provide quick resolution
  • Design and deliver support and service solutions for Manages Service customers in line with ITIL and/or industry best practice
  • Monitoring the effectiveness of the team against SLA/KPI’s/CSF’ driving through change as needed to deliver continual service improvement
  • Accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into Capacity and Availability plans for all associated systems
  • Creates, maintains, and reviews relations with Vendors/Suppliers using negotiation strategies that minimize potential losses, whilst ensuring vendors abide to our ethical standards.

ZS Associates India Pvt. Ltd, Gurgaon

Associate Consultant- IT Service Delivery
2013.08 - 2016.06 (2 years & 10 months)

Job overview

  • Served as office lead for TOKYO site for 2 years for managing and supporting IT Infrastructure needs considering the client’s requirements
  • Collaborated with company vendors and management teams in initiating and developing a vendor continuity program that led to benefits such as better and user friendly experience
  • Worked with HR for the rapid expansion of Support and Infrastructure Management teams to meet increased IT demands due to major company set up in Tokyo
  • Visited TOKYO for understanding Business needs and had regular meeting with Stakeholders
  • Provided Onsite Support for 2 months and Led Office Movement project for LONDON Office
  • Responsible for coordinating with global teams for testing\Rolling out new advanced Tools & Applications for the entire organization
  • Was responsible for managing local teams located in Europe offices remotely from New Delhi
  • Worked closely with project managers and stakeholders during the IT infrastructure upgrade to technologies like OS upgrade, Cloud based technologies
  • Delivered all IT Services for wide spectrum for Product development teams by interfacing with virtual support teams across the globe
  • Performed as a lead for all the major events in the organization where management expertise is required involving more than 200 to 300 users
  • Work closely with the Technical Services Manager to ensure new customers are on-boarded with seamless handover / transition into „in-life‟ service
  • Ensure quality, up-to-date documentation and KB's exists for all service arrangements
  • Provide input into the divisional strategy with particular focus into opportunities to grow and/or enhance the service offered
  • Achieve consistent customer satisfaction ratings and respond appropriate to customer feedback on areas for improvement
  • WebEx rollout for providing better collaboration within the Organization
  • Achievements:-
  • FCR increased from 12% to 28% for Tokyo and Europe Offices
  • Open backlog of incidents decreased from 120 per day to 40 per day
  • Cost effective implementation of Collaboration tools to provide better coordination with Global and Tokyo Office
  • IT steering 2\3 Meeting with Stakeholders to understand the feedback and requirement better
  • Saved 30% cost from allocated budget by providing better solution and negotiating with vendors
  • Received Business Service Champions award at ZS Associates
  • Received appreciation from OMP’s (office managing principle) of Tokyo and London Office.

Sparta Consulting, An KPIT Technologies

Associate-IT Operations Analyst
2013.02 - 2013.07 (5 months)

Job overview

  • SPOC and responsible for Managing Issues with Dolby Laboratories and its customers
  • Created and modified IDs for new joiners, took backups and disabled account for users by using empower id tools
  • Technical Support and Incident Management on Service -Now tool
  • End User Support for Local offices
  • Defined processes using ITIL methodology.

Mphasis, Pune

Associate Infrastructure Engineer
2011.05 - 2013.02 (1 year & 9 months)

Job overview

  • Duties: -
  • Monitored the OS & hardware alerts from 3000 Servers across clients on the IBM VCC & Tivoli tool
  • Incident Management- Logging incidents for critical issues and Coordinating with Different Teams for RCA’s and Resolution
  • Provided remote infrastructure support, opened Bridge Calls for Critical Alerts and Defining SLA’s for quick resolution of issues
  • Raised EPTW (Emergency Permit to Work) for onsite engineers and coordinated with best shore teams, onsite engineer’s team to resolve the issue ASAP to reduce the business impact
  • Deployed multiple logging servers to monitor networking devices, Preparing Weekly\Monthly reports for clients for alerts received
  • Ensured timely escalation of incidents to higher levels when required and maintained the Log File for errors spotted
  • Prepared monthly reports for clients and maintained stakeholder relationships with key partners of the incident management process
  • Coordinated with the global account managing team and followed up with the change and incident queues to ensure the timely restoration of services
  • Maintaining KPI’s and CSF’s for team, Opening Incident Triage call with global support team as required coordinating with different teams and Proper documentation of the raised incidents
  • Shift Lead and SPOC for handling all the escalations and Providing Weekly report to clients on Bridge call taking global teams
  • Working with vendors to introduce new monitoring tools for reducing cost
  • Achievements: -
  • Reduction in Monthly escalation by regularly updating SharePoint link with updates from 7% to 2%
  • 99.95% SLA achieved in assigning and working incidents coordinating with Different core teams
  • Acted as shift lead and consistently remained the top scorer in the monthly score card and received appreciation for living and displaying the Mphasis value of Demanding Excellence
  • Received “Appreciation Card” from Project manager for being the top performer for the month of August, October & December.

Education

Priyadarshini Institute of Engineering & Technology

Bachelor of Engineering from Information Technology
2006.08 - 2010.12 (4 years & 4 months)

University Overview

New Way School

12th (A.I.S.S.C.E)

University Overview

New Way School

10th (A.I.S.S.C.E)

University Overview

Skills

    IT Service Management & Delivery

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Certification

ITIL-V3 (Foundation)

Accomplishments

Accomplishments
  • Project Execution & Delivery- Delivered 3 projects across India\Asia region with 93% FCR rate adhering to 99.8% SLA.
    Infrastructure Services- Support global and drive regional projects.
    Escalation SPOC- Managing all the Escalations and providing best solutions to avoid the same for India Region
  • Maintenance System Administration- Analyzed system requirements and developed a backup and restoration resolution in 20% increase in system efficiency.
    Asset and Inventory Management- Quality % increased from 84% to 98% for India Region.
    Business Continuity - USD 153,000 cost savings realized in fiscal year 2017-18.
    Systems Security- Compliance Incidents reduced from 30 to 0-2 per week.
    IT Service Operations & Delivery- CSAT increased from 72% to 85%.
    Improved Tools & Application Adoption by 30%-40% users across India, Asia End Users/Enterprise via consultative & training sessions.
    Incident management- Reduced backlog of Incidents and Updating regular KB’s.
    Analytical Problem Solving Abilities- Regular MSR’s with Stakeholders after analyzing the global and India data.
    Strategic Planning & Tactical Execution- Process Improvement using innovative methods and achieved best end results.
Availability
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Lead Analyst
Barclays Global Service Center Private Limited
2018.10 - Current (5 years & 11 months)
Senior Executive
John Deere India Private Limited
2017.08 - 2018.09 (1 year & 1 month)
IT Specialist
Boston Consulting Group
2016.06 - 2017.05 (11 months)
Associate Consultant- IT Service Delivery
ZS Associates India Pvt. Ltd
2013.08 - 2016.06 (2 years & 10 months)
Associate-IT Operations Analyst
Sparta Consulting, An KPIT Technologies
2013.02 - 2013.07 (5 months)
Associate Infrastructure Engineer
Mphasis
2011.05 - 2013.02 (1 year & 9 months)
Priyadarshini Institute of Engineering & Technology
Bachelor of Engineering from Information Technology
2006.08 - 2010.12 (4 years & 4 months)
New Way School
12th (A.I.S.S.C.E)
2005.01
New Way School
10th (A.I.S.S.C.E)
2003.01
ITIL-V3 (Foundation)
ITIL-Intermediate (Service Operations)
Microsoft Technology Associate (MTA)

Prince 2 Agile- Foundation & Practitioner

Project Management Professional- Trained

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SHASHANK MISHRALead Analyst-IT Service Management & Project Delivery