Sumit Bohat
Nalasopara
Summary
Service Management Professional experienced in ITSM processes and End User Computing. Managed incident management processes to ensure timely resolution and adherence to protocols while collaborating with cross-functional teams to enhance service delivery. Focused on continuous improvement and data analysis to drive SLA compliance and identify opportunities for operational enhancement.
Overview
17
17
years of professional experience
Work History
IT Operation Sr Analyst
Accenture Pvt Services Ltd
mumbai
06.2022 - Current
- Overseeing the incident management process and team members involved in resolving the incident.
- Responding to a reported service incident, identifying the cause, and initiating the incident management process.
- Prioritizing incidents according to their urgency and influence on the business.
- Collaborating with the incident management team to ensure that all protocols are diligently followed.
- Logging all incidents and their resolution to see if there are recurring malfunctions.
- Adjusting the incident management process as required to ensure its effectiveness.
- Communicating with upper management if major issues are found in the IT system.
- Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
- Matrix management of people, processes and resources including third parties - including resolving conflict to move forward to resolution.
IT Operation Sr Analyst
Accenture Pvt Services Ltd
06.2020 - 06.2022
- Overseeing the incident management process and team members involved in resolving the incident.
- Responding to a reported service incident, identifying the cause, and initiating the incident management process.
- Prioritizing incidents according to their urgency and influence on the business.
- Collaborating with the incident management team to ensure that all protocols are diligently followed.
- Logging all incidents and their resolution to see if there are recurring malfunctions.
- Adjusting the incident management process as required to ensure its effectiveness.
- Communicating with upper management if major issues are found in the IT system.
- Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
- Matrix management of people, processes and resources including third parties - including resolving conflict to move forward to resolution.
IT operation analyst
Accenture Pvt Services Ltd
07.2016 - 06.2020
- Facilitated 24/7 support as part of service request management team to enhance user experience.
- Delivered customized solutions based on user needs, achieving high satisfaction rates.
- Managed service request workflows to optimize efficiency and ensure quality delivery.
- Generated weekly performance audit reports to identify improvement opportunities.
- Oversaw hardware stock management, streamlining reordering processes effectively.
- Resolved customer stock-related issues promptly, ensuring timely responses.
- Ensured compliance with SLA requirements for all critical service requests, avoiding delays.
- Communicated change notifications to business lines and senior managers regarding impacts and resolutions.
IT operation analyst
Magna Infotech ltd
09.2014 - 11.2015
- Performing end-to-end incident management. Working with customers, internal IT and infrastructure teams, third-party data providers etc. throughout the service restoration process.
- Managed incidents and alarms to minimise downtime and ensure service continuity.
- Made sure all critical and major incidents are addressed within SLA and OLA response and send out the critical alerts for such incidents.
- Supported Level 2 Application Service Control team with 24/7 incident resolution.
- Providing regular incident and change notifications (planned & unplanned) to impacted lines of business and senior managers with appropriate data including business impact, application affected and relevant details regarding incident resolution.
- Initiating and handling Bridge calls end to end.
- Generated daily and weekly reports on incident trends and service performance.
- Managed PQR processes to ensure efficient handling of requests.
- Taking care of the MyAccess portal.
Service desk executive
3i InfoTech
05.2012 - 03.2014
- Drive closure of local IT user calls that have not been picked up by the Service Desk within the timelines and specifications defined (SLAs). SLA Management. Providing on-time resolution for Onsite as well as out location Escalations.
- Identify/ articulate a clear problem statement of production issues for resolver groups to act/ respond with appropriate priority.
- Facilitated regular discussions with local and onshore resolver groups to ensure timely attention on open incidents and requests.
- Maintain a healthy dialogue with various resolver groups viz. local & onshore infrastructure teams for driving through effective resolution with minimum transactions.
- Establish & maintain a close working rapport (meet-greet-floor walk on a regular basis) with stakeholders from business operations and thus, be naturally approachable to them for issues requiring attention.
- Act as a single point of contact for the Service Desk team for issue escalations & non-standard service requests.
- Publish regular communication on incidents to all stakeholders through applicable channels; conduct quality checks on the same.
- Own the 'Service Desk' life-cycle.
- Ensure adherence of response/ resolution timelines as per SLA.
- Follow-through & monitor ticket flows for critical & ageing issues.
- Conducted quality checks on closed tickets to enhance first contact resolution (FCR) rates.
- Ensure due escalation to relevant stakeholders, across local IT/ onshore IT/ local business, as applicable.
- Own from start-to-finish all routine activities viz. Antivirus updates, end-user workstation inventory, upkeep of common devices like printers & other IT accessories.
- Ensure Stock availability for daily operations.
- Timely review of work orders, seek approval from stake holders & appropriately publish schedule to the business.
- Create a conducive 'team-atmosphere' by applying required rigor & motivation levels.
- Gather latest information from each department and update the information management systems with it.
- Extract information on demand and present the data in statistics format on the consent of the chief analysts.
- Assist Program Manager for routine work.
- Customer Relationship Management & Vendor Management: Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
- Resource Management: Making monthly Roster for Engineers as well as for Helpdesk Co-Coordinators, Managing their shifts & their daily Reporting. Coordinate and provide training for engineers to minimise the number of Incident. Monitoring Helpdesk & Engineers daily work.
- Managed 12 service desk and 45 engineers across onsite and 84 out locations, fostering a dynamic environment that promoted development opportunities and motivated high performance.
- Reviewing SD/Engineer's Performance: Making Daily Report/Weekly Report/Monthly Report for call review to observe & improve Engineers' Performance.
- Asset Management: Managing & Maintaining Asset Database for desktops, Printers & Laptops for all locations.
IT Helpdesk Co-Ordinator
Impact Info Tech
08.2009 - 04.2011
- Delivered service desk support.
- Provide First Level Support over Message Delivery System (Telephone, email).
- Logged calls, followed up, and closed incidents related to applications and operating systems.
- Call logging / Assigning / Follow ups for Network, Server, Applications, CRM, Outlook related issues.
- Answer staff questions in person and via phone on all company supported applications.
- Determine source of computer problems (hardware, software, user access, etc.).
- Advise staff on appropriate action.
- Call escalation for the issues which are not of the user end.
- Serve as liaison between staff and the technology department to resolve issues.
- Support for various departments.
- Documented resolutions for future reference to enhance knowledge sharing.
- Compiled end-of-day reports on pending tickets for review.
- Generated daily management information system reports to monitor support performance.
- Maintained weekly tracking reports to monitor project progress.
- Service desk mail handling.
- Vendor coordination.
- Escalated incidents according to the escalation matrix.
- Work one-on-one with staff on application projects.
- Executed tasks based on departmental needs.
- Well versedd with MS Office, Windows Operating System etc.
Education
T.Y.B.COM -
Mumbai University
Mumbai, MH01-2013
H.S.C -
Maharashtra Board
Mumbai, MH01-2005
S.S.C -
National Open School
Mumbai, MH01-2003
Skills
- Incident management
- Service delivery
- SLA compliance
- Change management
- Problem resolution
- Data analysis
- Risk assessment
Languages
English
Hindi
Marathi
Timeline
IT Operation Sr Analyst
Accenture Pvt Services Ltd
06.2022 - Current
IT Operation Sr Analyst
Accenture Pvt Services Ltd
06.2020 - 06.2022
IT operation analyst
Accenture Pvt Services Ltd
07.2016 - 06.2020
IT operation analyst
Magna Infotech ltd
09.2014 - 11.2015
Service desk executive
3i InfoTech
05.2012 - 03.2014
IT Helpdesk Co-Ordinator
Impact Info Tech
08.2009 - 04.2011
T.Y.B.COM -
Mumbai University
H.S.C -
Maharashtra Board
S.S.C -
National Open School
Interests
Surfing Net Listening music Playing Cricket
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Personal Information
Father's Name: Ramkumar Bohat
Other Qualifications
- ITIL foundation certification
- Well known of Hardware & Networking of Computer
- Well Known of MS-OFFICE, Internet & Operating System like XP
Interests
Surfing Net Listening music Playing Cricket
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Personal Information
Father's Name: Ramkumar Bohat