Tripit Dhonsi
Gurugram
Summary
To succeed in an environment of growth and excellence and earn a job which provides me job satisfaction and self-development and help me achieve personal as well as organizational goals.
Ambitious Specialist with 10 years of experience with vast knowledge of incident management, problem management, change management basics. Possess comprehensive knowledge of GAM, Citrix, Microsoft Word, Excel and Outlook.
Knowledge of Tools like : ServiceNow (Majorly), Moogsoft, Sharepoint, Active Directory, ITSM tools,BMC Remedy Windows.
Overview
10
10
years of professional experience
Work History
Senior Problem Manager
FIS Global
Gurugram
09.2023 - Current
- Collaborated with teams across the organization to ensure timely resolution of issues.
- Conducted post-resolution reviews to analyze effectiveness of solutions.
- Monitored system performance to anticipate potential issues before they occur.
- Coordinated with vendors on the resolution of software or hardware related problems.
- Created detailed reports summarizing findings from problem investigations.
- Communicated regularly with stakeholders regarding status updates, resolutions and escalations.
- Ensured compliance with service level agreements.
- Provided technical support for the resolution of complex problems.
- · Identified, documented and tracked incidents, problems and requests (Incident, Build, and Service).
- · Analyzed incident data to identify trends and root cause of problems by exporting reports from Service Now.
- · Maintained accurate records of all problem management activities in a tracking system (known error database).
- Facilitated communication between different departments during issue resolution process.
- Performed root cause analysis to determine underlying causes of recurring incidents.
- Trained staff on best practices for incident reporting and escalation procedures.
- Implement changes in order to improve existing processes and systems.
- Assisted with implementation of quality assurance standards in order to maintain high levels of service quality.
Service Coordinator
Kyndryl Solutions Pvt. Ltd.
Noida
09.2022 - 09.2023
- Working on a complex and Critical RCA's with utmost quality
- Participate in customer Problem review meetings
- Used 5 whys techniques for Root cause and corrective action findings
- Export reports from Service Now to perform trend analysis
- Managed Proactive and Reactive Problems practices by assisting in implementing an end-to-end process improvement program for the entire management.
- Investigated, identified, and understood what happened and find solutions for recurring trends of incidents
- Ability to translate technical information into business language
- Reviewed and identify the root cause of incidents with the assistance of engineers.
- Successfully delivered an average of 5-10 solutions per month (on par with top team members) on a single attempt with zero adverse ramifications because of the solutions delivered
- Also, handle the priority incidents P0 & P1 and coordinate with the team, stakeholders, service managers, etc for the same along with sending broadcast for the outages generated for any server or virtual machine failure.
Assistant Manager
Concentrix
Gurgaon
03.2022 - 08.2022
- Interaction at a technical and management level with proper verbal and written communication
- Regularly interact with Infra, App & Business teams and do continuous follow up till closure
- Coordinate the Problem Management activities through action plans associated to incidents and manage plans through to closure
- Drive action owners critical to the success follow up and corrective actions
- Develop and maintain all the operating procedures relating Incident Management, Change Management and Problem Management
- Host by-weekly governance calls and daily outages call with respective track leads
- Perform audit of pending incidents so make sure proper incident management procedure is followed till closure
- Analyzing the RCA of high priority Incidents and discuss the same with stakeholders for taking preventive actions for re-occurring the same in coming future.
Specialist
HCL Techonolgies
Noida
02.2019 - 03.2022
- Worked with Incident Management, Change Management teams to help determine RCA of Major Incidents
- Reviewed Major Incidents and Problem Records, along with Corrective Actions, work to resolve with owners
- Investigated, identified, and understood what happened and find solutions for recurring trends of incidents
- Created RFCs if needed to prevent the recurrence of incidents or testing for replication of problems across multiple systems
- Wide breadth of general technical support experience on enterprise systems
- Chaired weekly Problem call with all the shareholders
- Ability to translate technical information into business language (CAPA)
- Understood of Service Availability / Incident / Change Management.
Associate
Wipro
Delhi
09.2018 - 02.2019
- Responsible for providing support to the users
- Aiding with technical (Level 1) troubleshooting to users/clients
- Worked/assisted on Applications such as outlook, SAP, Skype, MS teams, Microsoft Word, Microsoft Excel, Add-ins, etc.
Knowledge Provider
TCY Learning Solutions
Ludhiāna
12.2014 - 05.2018
- Mainly responsible for providing knowledge of Maths to students of Britain
- Generating content for competitive exams
- Certified Achiever for making Olympiad Question Paper
- Undertaking other administrative tasks.
Education
PGDBM - Business Management
NMIMS school of Business management
B.Com - Commerce
Punjab University
Sacred heart Sen Sec School
Skills
- ITIL V4 Certified
- Problem Management
- Major/Critical Incident Management
- Change Management
- IT Service & SLA management
- Customer Service Excellence
- Service Now & Remedy (Ticketing Tools)
- Strong Communication Skills
- Monitoring Tools - Moogsoft, Solarwind, BSM Heliview
- Strong analytic skills, excellent written & verbal communication skills
Personal Information
- Date of Birth : 28 Dec 1994
- Marital Status : Unmarried
- Current Location : Gurugram Haryana
- Mobile No. : +91-9872796020
Disclaimer
I hereby declared that above furnished information is true to my best knowledge and belief.
Tripit Dhonsi
Timeline
Senior Problem Manager
FIS Global
09.2023 - Current
Service Coordinator
Kyndryl Solutions Pvt. Ltd.
09.2022 - 09.2023
Assistant Manager
Concentrix
03.2022 - 08.2022
Specialist
HCL Techonolgies
02.2019 - 03.2022
Associate
Wipro
09.2018 - 02.2019
Knowledge Provider
TCY Learning Solutions
12.2014 - 05.2018
PGDBM - Business Management
NMIMS school of Business management
B.Com - Commerce
Punjab University
Sacred heart Sen Sec School
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