Vaibhav Mathur

• Streamlined internal processes for improved operational efficiency and cost savings.
• Influenced organizational change by effectively communicating the benefits of proposed initiatives to stakeholders at all levels.
• Managed complex projects from inception to completion, ensuring timely delivery and client satisfaction.
• Collaborated with cross-departmental teams in developing cohesive strategies aimed at achieving long-term organizational goals.

● Reviewing incident, downtime reports and analyzing total uptime.

● Ownership of major Incidents with business clarification and agreed SLAs.

● Ownership of reasonable downtimes, technical requests, concerns raised by the user end and support teams.

● Auditing incidents with respect to quality and terms of ITIL.

● P1 incidents handled on prior, involving all the required teams in communication, seeking proper clarification before closure.

● Continual communication with Client Managers & Stakeholders in understanding in improving the process, the challenges, in achieving the Project metrics, Areas of improvement, knowledge gaps and reporting the Action Plan, Action Items.

● Identification of trends, potential repeated occurrence by analyzing Incident and Problem data.

● Maintaining track of on-going, resolved cases with their detailed status.

● Collecting regular customer feedbacks and effective changes to exceed satisfaction goals.

• Maintaining awareness of all Critical Incidents
• Manage team resources effectively to ensure appropriate resource are available at all times
• Provide internal clients with value added technical insights in areas of functional expertise
• Prioritization and assignment of all Incidents and Service Requests assigned to the team's Service Now queue
• Lead day-to-day operational activities in of the Incident Management Team
• Oversee and coordinate Incident management activities associated with a large customer's global network
• Manage the process to restore normal service operation as quickly as possible to minimize the impact to business operations
• Primary functions performed include incident/outage response, coordinating multiple vendors to resolve outages, leading management status bridge updates, Publish Incident status to the customer via bulletins until incident resolution across all KGS customers
• Responsible for the quality and integrity of the Incident Management process End to end Management of the life cycle of Major incidents
• Strong analytical/business modeling skills with ability to convert raw data into actionable reporting and scalable data architectures
• Focus on Service restoration responsible to identify and capture impact and urgency
• Providing a timely update on Executive Management bridges for Major incidents as required until closure
• Participating in Customer management bridge for major incidents and facilitating incident resolution by collaboration with Customer and suppliers
• Identifying incidents which need special attention or escalation
• Timely management of escalation (per SLA durations) when there is no clear path to resolution by maintaining proper visibility for critical issues and ensuring the right resources are engaged to resolve the incident Managing break-fix activities during incidents to provide any workaround solution incident resolution
• Identify, classify, resolve, and document issues that cannot be resolved through the Incident Management Process
• Manage Incident progress & resolution communications
• Publish Incident status to the customer
• Developing reporting, tracking and remediation criteria for chronic issues
• Documenting troubleshooting steps and service restoration details, Create and submit knowledge article

• Managed installation of: Windows Server 2008 and 2012, Windows 7/ 8 / 8.1 and Linux
• Monitored and maintained: Computer systems and networks
• Timely back-up of the important data and management resources
• Implemented and restored the database using SQL Back-up and Restore