Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Languages
Hobbies and Interests
Disclaimer
Strengths And Activities
It Exposure
Timeline
Generic
VISHNU B VARDHAN

VISHNU B VARDHAN

BANGALORE

Summary

With a proven track record at Merck (Sigma-Aldrich), I excel in performance monitoring and stakeholder communication, ensuring critical service restoration within SLAs. My expertise spans across data analysis and client management, significantly enhancing operational efficiency and customer satisfaction.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Sr. Analyst

Merck (Sigma-Aldrich)
10.2019 - Current
  • Experience in modules like Test Plan, Test Lab, Defect Management and part of HPALM for the new SNOW team
  • Enacted as Formal Tester and documenting the relevant information and raising defects if any issues observed
  • Co-ordinating with the developers towards the bug fix/enhancement and a timely follow-up
  • Communicating with the management regarding the new requirements for the better enhancement towards releasing the new ticketing tool (SNOW)
  • Managing critical incidents by chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties to ensure restoration of services within Service level agreements
  • Issuing communications during the progress of a major incident to both internal and external audiences including upper management and CIO level customer contacts
  • Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration
  • Identifying appropriate timelines / targets / feedback / communications and evaluating recovery actions to ensure that a recovery plan exists or is being actively produced
  • Continually reviewing engagement within the recovery and identify any additional support teams, individuals or third parties who could add value or those that can be stood down
  • Participating in Post Incident Review following successful recovery
  • Coordinate with Problem Management to ensure root cause is identified and propose preventive actions items or appropriate remedial actions are applied after successful restoration of the impacted services
  • Coordinate with Change Management to check on the weekend/planned activities and convey the same to the respective stake holders
  • Managed all problem records to a successful outcome in accordance to ITIL best practice
  • Drove the technical teams to complete effective root cause analysis within the set time frames and identify permanent solutions
  • Served as the primary Queue monitor for routing and escalating requests
  • Identifying problems that cause incidents and lengthen time to repair, and attacking the issues to eliminate the cause in our environment
  • Sensitivity and urgency in dealing with line of business outages
  • Analyzing and identifying problem trends and chronic issues; communicate with technology owners; and facilitate plans of attack to ensure that the committed goal of reducing problems in the environment; eliminate defects; reduce impacts; and shorten time to repair, drive efficiencies
  • Produced problem reports to management on a weekly & bi-weekly basis
  • Working with various technical/resolver groups across various geographies and domain, through the entire lifecycle of the high priority incident and take suitable steps for a speedy resolution
  • Validating the impact of High and emergency ticket and guiding the agents on priority tickets
  • On-Call Support: Follow-up with the various technical mangers to update the on-call rotation calling tree which can be handled during P1&P2 tickets
  • Monitoring queue and driving performance of the team to ensure SLA’s as defined by the client and are consistently delivered
  • Preparing multiple reports like, Daily ticket status, SLA breach, Aging report, AUX (Break) Report, Attendance tracker and KPI reports
  • Preparing weekly and Bi-weekly reports for Incident and problem management team and sharing to the respective teams
  • Preparing KB articles by coordinating with the relevant application teams and updating in the sharepoint for reference
  • Daily stand-up calls with the team to understand the challenges to eliminate them proactively
  • Review the Executive summary report to check if any fine-tuning is required for process improvement
  • Prepare/Reviewing the agent resource alignment
  • And make sure sufficient staffing/coverage are provide and backup support as needed
  • Developed and maintained Incident and Problem Management Standard Operating Procedures
  • Assisting with the updating of SOPs, work instructions, checklists and various other documents under Quality management, Problem Management and document control
  • Employee management and development: Training the new employees, maintain the tracker and evaluate them to move in production
  • Providing refresher training on technical process updates when required

Incident Lead

Toyota Tshusho Network Integration
01.2019 - 09.2019
  • Ensure tickets are balanced across the shift resources and are being handled efficiently and in the correct order
  • Provide effective First Level Resolution (FLR) for Incidents (IT-Applications and Infrastructure)
  • Issuing communications during the progress of a major incident to both internal and external audiences including high level management and CIO level customer contacts
  • Preparing the shift roster as per the requirement and verify enough staffing coverage and provide backup support as needed
  • Employee management and development: Training the new employees, maintain the tracker and evaluate them to move in production
  • Providing refresher training on technical process updates when required
  • Manage the end-to-end life cycle of an incident or request by maintaining seamless ownership, ensuring effective handoffs between teams and monitoring aging and in SLA performance in order to meet customer expectations and established Service Levels
  • Reporting and Follow-up of open Incidents, PR’s, SR’s and Work-Orders to L2 teams
  • Leading the migration from Outlook user to O365(End to End support)
  • Perform other related duties as assigned

Incident Manager

Altisource Business Solutions
07.2015 - 01.2019
  • Managing critical incidents by chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties to ensure restoration of services within Service level agreements
  • Issuing communications during the progress of a major incident to both internal and external audiences including upper management and CIO level customer contacts
  • Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration
  • Identifying appropriate timelines / targets / feedback / communications and evaluating recovery actions to ensure that a recovery plan exists or is being actively produced
  • Continually reviewing engagement within the recovery and identify any additional support teams, individuals or third parties who could add value or those that can be stood down
  • Participating in Post Incident Review following successful recovery
  • Coordinate with Problem Management to ensure root cause is identified and propose preventive actions items or appropriate remedial actions are applied after successful restoration of the impacted services
  • Maintain a Knowledge Base of all incidents occurred and workarounds available and provide necessary information to Business users and clients in the event of a re-occurrence of the Incident and thus reducing the downtime
  • Perform trending report on a weekly basis for better understanding on the environment and make sure that the issues are not repetitive
  • Handling high and emergency priority tickets, following the calling tree escalation matrix
  • Handling and resolving tickets based on priority
  • Adhere to ITIL best practices
  • Successful in accurately conveying complex technical information between users and tier 3 technicians in a clear and understandable manner
  • Works in different a shift (9 hours per shift) that ensures an always available support service to users for 24x7x365
  • RSA access support for the external customers/internal users
  • Coordination with IM team and resolver team till the closure notification (High/Emergency)
  • Efficient tracking of Problem Records; follow-up with business units as necessary to expedite problem closure
  • Review status of open & ageing incident & problem tickets on a regular basis

Technical Support Officer

Marlabs Software Pvt Ltd
05.2012 - 07.2015
  • Handling high and emergency priority tickets, following the calling tree escalation matrix
  • Support for MS outlook and Lotus notes applications
  • Handling and resolving tickets based on priority
  • Successful in accurately conveying complex technical information between users and tier 3 technicians in a clear and understandable manner
  • Works in different a shift (12 hours per shift) that ensures an always available support service to users for 24x7x365
  • Perform initial call logging and problem management activities
  • Running SAP PRD/PRE Failed Jobs in SAP(SM 37/SU01)
  • RSA access support for the customers
  • Managing user access through Login security and group policies
  • Working in a dedicated 24/7 support team
  • Maintain a Knowledge Base of all incidents occurred and workarounds available and provide necessary information to Business users and clients in the event of a re-occurrence of the Incident and thus reducing the downtime
  • Hands on experience with monitoring tools like Naigos, GroundWork and SolarWinds & Multi Router Traffic Grapher (MRTG) monitoring tools for the server activities hosted on both internal & external

Service Delivery Analyst

TRX Technologies India Pvt Ltd
06.2009 - 05.2012
  • Handling all tickets(HIGH/Emergency/Medium/Low) and routing to the appropriate team
  • Worked on 'Clientel(7.0)' as this works as front end support to receive the ticket from user’s
  • Worked on ticketing tool 'Salesforce' for tickets handling
  • Maintaining SLA reports on a daily basis and sharing within the team to process the tickets on priority basis
  • Handling month end reports like total tickets received, tickets which are out of SLA/within SLA

Technical Support

Aegis BPO Services Ltd
04.2008 - 06.2009
  • Handling calls for TATA Indicom GSM/CDMA Support
  • Works in different shifts (9hrs per shit) including weekends to support users for 24x7x365

Process Executive

Elsoft Technologies
07.2007 - 09.2007
  • Designing and updating the WebPages related to the category given by the client and uploading in to the web server at Australia
  • Quality Analysis Report for all web pages after uploading

Education

BCA -

Institute of Business Management and Technology

X II -

Board of Intermediate Education, A.P

X -

Board of Secondary Education, A.P

Skills

  • Performance monitoring
  • Client management
  • Stakeholder communication
  • Report preparation
  • Metric tracking
  • Data analysis
  • Network management

Certification

  • ITIL Foundation V3, 2017
  • Active Directory Audit Plus, MECPA

Personal Information

  • Date of Birth: 07/16/84
  • Nationality: Indian
  • Marital Status: Married
  • Religion: Hindu

Languages

  • English
  • Hindi
  • Telugu
  • Kannada
  • Tamil

Hobbies and Interests

  • Long Drives
  • Movies
  • Music

Disclaimer

I, hereby declare that the above-mentioned particulars are true to the best of my knowledge and belief.

Strengths And Activities

  • Strong determination to excel and pursue goals with perseverance
  • Ability to work effectively in a team & curiosity to learn new things

It Exposure

C, C++, Java, DBMS, MS Office 2003/2007, AS-400, HTML, XML, Windows 2003, Win2007, Win10

Timeline

Sr. Analyst

Merck (Sigma-Aldrich)
10.2019 - Current

Incident Lead

Toyota Tshusho Network Integration
01.2019 - 09.2019

Incident Manager

Altisource Business Solutions
07.2015 - 01.2019

Technical Support Officer

Marlabs Software Pvt Ltd
05.2012 - 07.2015

Service Delivery Analyst

TRX Technologies India Pvt Ltd
06.2009 - 05.2012

Technical Support

Aegis BPO Services Ltd
04.2008 - 06.2009

Process Executive

Elsoft Technologies
07.2007 - 09.2007

BCA -

Institute of Business Management and Technology

X II -

Board of Intermediate Education, A.P

X -

Board of Secondary Education, A.P

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VISHNU B VARDHAN