Vikash Agrawal

Key responsibilities:

• Initiate &drive bridge calls for major incidents. Invite and coordinate with technical teams on calls to work on major incidents.
• Send initial and timely communications about updates on major incidents to all the stakeholders via E-mail and phone calls.
• Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
• Improved user experience, monitoring feedback and making necessary adjustments to software applications.
• Collaboration with technical teams to find root cause of major incidents. Work with Problem Manager to handle problem tickets and on creation of knowledge articles.
• Work with Change Manager to get changes implemented to resolve major incidents.
• Represent the first stage of escalation for major incidents through participation in incident resolution and communication coordination.
• Fetch weekly and monthly reports and create dashboards of major incidents for presentation with client and higher management.
• Managed a team of over 4 professionals to deliver comprehensive ITSM training initiatives, enhancing team competency and service delivery

Key responsibilities:

• Perform basic Admin activities in Azure DevOps like: Service Requests, User Creation, Teams Creation, Sprint creation, Queries, Wiki, Boards etc.
• End to End responsible for the creation of Azure Test Management platform for Testers.
• End to End Migration of the Azure DevOps project from one source to another using migration enabler.
• Queries creation as per customer requirements to fetch the desire data.
• Creation of Multiple Dashboards for senior management on Sprints and tasks in the Azure.
• Power Automate workflow created to automatic change the status of the Test case that are closed by Testers in Azure DevOps.
• Report Creation using SSRS tool.
• Created data visualization using TIBCO.
• Knowledge Article (Service Now) creation for the Support team.
• Maintenance and Tracking of any report issues or server related updates in the application.
• End to end responsibility and accountability for the application.
• Work with Development team to check if any incident occur due to any Change.
• Perform trend analysis to avert re-occurrence of similar incidents. Reach out to assignees to get pending incidents closed within SLA.
• Delivered high-quality presentations showcasing key findings and recommendations to both internal stakeholders and clients.
• Helped team of 6 consultants optimize efficiency of current systems by conducting training sessions.

Key responsibilities:

• Control's execution for the applications.

Single handedly reduced risks and 3rd Party tool Dependencies by implementing UAM.

• Periodic performance checks (Sanity Checks) of Database and Application Servers.
• Managed yearly SSL certificate of Application
• Backup and Restore activity of different application.
• Performed root cause analysis of problems, documented faults in tracking system and generated daily reports.
• Ensure smooth application running for multiple applications adhering ITIL norms.
• Monitoring and managing Incident/Change/Problem Management and Escalation matrix.
• Worked on Incident Management and investigate incidents and managing process to restore normal service operation as soon as possible to minimize service disruptions.
• Have knowledge on raising and managing Change tickets from end to end, adhering CAB meetings and testing the changes on test cases post deployment.
• Working in Problem management where it needs to manage problem tickets, investigate and performed resolution activities. Performed root cause analysis for each problem tickets. Handling problem review meetings.
• Established strong working relationships with clients to ensure clear communication of expectations and requirements throughout the project lifecycle.