Vishi Mohla
Ghaziabad
Summary
Proven leader in production support and project management, excelling in incident resolution, cross-functional collaboration, and risk management. Committed to driving operational efficiency and enhancing customer service levels through strategic problem-solving.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Production Support Manager
Tata Consultancy Services
Noida
03.2023 - Current
- Handled Incident management and service request processes to enhance operational efficiency.
- Led cross-functional teams to resolve production issues swiftly, ensuring minimal downtime.
- Developed comprehensive documentation for standard operating procedures and best practices.
- Trained team members on production support tools to elevate service delivery standards.
- Monitored system alerts and escalated critical issues to relevant technical teams.
- Identified automation opportunities for manual processes, reducing costs and improving efficiency.
- Scheduled employees to ensure adequate shift coverage across diverse client projects.
- Reviewed service level agreements with internal departments and external customers for compliance.
Delivery Manager
Tata Consultancy Services
Noida
03.2022 - 03.2023
- Managed project timelines and coordinated delivery schedules for client engagements.
- Developed risk management strategies to mitigate potential project challenges.
- Directed daily operations of delivery team, assigning tasks and setting deadlines.
- Addressed performance issues with delivery team members promptly.
- Cultivated a supportive team environment to promote high engagement and performance.
- Collaborated with customers to plan efficient or special deliveries.
- Conducted regular client meetings to review project progress and resolve potential risks.
Reporting Lead
Tata Consultancy Services
Noida
04.2017 - 03.2022
- Extensive use of ServiceNow for detailed incident report metrics.
- Daily, weekly, monthly, and yearly reporting for the client to provide status reports.
- Heavy hitter analysis for identifying and reducing recurring and critical issues.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
Education
Bachelor of Technology - Electronics And Communications Engineering
KNMIET College
Ghaziabad07-2009
Skills
- Incident management and resolution
- Risk assessment and management
- Application support and troubleshooting
- Problem-solving techniques
- Service management principles
- Team collaboration for resolution
- Incident prioritization methodologies
- ITIL framework implementation
- Effective communication skills
- Documentation creation and management
- Operational excellence initiatives
- Release management processes
- Production data analysis techniques
- Post-incident review meetings
- Escalation management practices
- Stakeholder engagement and management
Accomplishments
- Appreciated highly as production support manager for reduction of backlog, MTTR appreciated highly in project.
- Received multiple recognition in Organization for meeting SLA compliance for the projects in support environments.
- Developed and used Kanban dashboards in Service Now regularly for tracking different KPIs for client reporting, as well as for team performance, for incident resolution, and predicting future risks and prevention
Languages
English
First Language
Certification
- Microsoft Power BI Data Analyst
Personal Information
- Name: Vishi Mohla
- Gender: Male
- DOB: 25th-Sep-1986
- Location – Ghaziabad
Timeline
Production Support Manager
Tata Consultancy Services
03.2023 - Current
Delivery Manager
Tata Consultancy Services
03.2022 - 03.2023
Reporting Lead
Tata Consultancy Services
04.2017 - 03.2022
Bachelor of Technology - Electronics And Communications Engineering
KNMIET College
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