Vicky Prasad
ITSM Service Manager
Kolkata
Summary
Dedicated ITSM professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
9
9
years of professional experience
Work History
Service Manager
TCS
12.2016 - Current
- Incident Manager with 6 years of experience in effectively managing and resolving IT incidents.
- Proficient in incident prioritization, root cause analysis and implementing corrective measures.
- Expertise in collaborating with cross functional teams, adhering to ITIL methodologies.
- Maintain SLAs and deliver exceptional customer support.
- Managing incident management bridge and MIM calls with support teams, on call support application teams and management.
Senior Process Associate
Wipro
05.2015 - 10.2016
- Provided primary customer support to internal and external customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
Bachelor Of Commerce - Accounting And Business Management
Heramba Chandra Collage
Kolkata06.2016
Skills
MS Office Excel and PowerPoint
Power BI
ServiceNow Platform
Service Manager
Incident Manager
Change Manager
Written and Verbal Communication
Team Collaboration and Leadership
Business Analysis and Reporting
ITIL Framework
Risk Assessment
SLA Management
Timeline
Service Manager
TCS
12.2016 - Current
Senior Process Associate
Wipro
05.2015 - 10.2016
Bachelor Of Commerce - Accounting And Business Management
Heramba Chandra Collage