Yash Rastogi

Job Responsibilities: (Incident Management, Problem Management and Change Management)

• Responsible for managing, driving, and following up the Incident/Problem Management process from a problem lifecycle perspective to ensure the day-to-day administration of problem records.
• Act as an interface between the IT teams to ensure that identified problems in the IT environment are handled in an orderly and efficient manner, coordinating the activities across the environment.
• Manage, coordinate, drive and follow up the end-to-end operation and delivery from all IT teams.
• Oversight on ITSM toolset ensuring SLAs on incident and problem records are met and their details are accurate.
• Track action items that are identified as part of the root cause process to ensure prevention of recurrence as well as the ability to compress impact when impacts do occur.
• Exercising process governance to ensure all Process related tasks and activities are aimed and aligned to ensure partner engagement/activities are standardized for delivering Quality RCAs and maintaining good Process Health.
• Work with cross-functional stakeholders to resolve problems.
• Drive all problems towards root cause identification and permanent fix.
• Handling and assisting in the end-to-end Problem Escalation by the Escalation Management team in the respective area of functions.
• Conducting and chairing Define Phase Meetings for all the Problem records to be created from P1/P2 incidents.
• Created and Maintaining ‘Known Error Log’ database which helps to identify repetitive issues and permanent fixes for the same.
• Responsible for creating and presenting Executive summaries for critical/Important Problem investigations.
• Ensuring all the processes and Partner OLAs are maintained and aligned by performing RCA due date follow-up activities.
• Review solution options and/or temporary solutions and update the Know errors database.
• Understand the Problem Request and qualify it to be a valid Problem that justifies a Known Error and requires Problem Investigation and resolution.
• Ensure operational procedures and practices are well defined, documented, and consistently applied.
• Using 5 why’s for the Root cause and corrective action findings.
• Analyze Low priority incidents to find out trends for initiating Proactive problem management.
• Hosting and Chairing Collaboration meetings with multiple partners to felicitate the RCA with a good Quality.
• Managing the life cycle of all problems overall involved vendors. Tracking progress of all problem records to ensure they are actively moving through the problem management process.
• Keeping a check on all suppliers’ process compliance in terms of Problem management.
• Preparing and maintaining daily reports which are being used for analysis and finding the performance of suppliers.
• Keeping track of KPIs for all suppliers and guiding them on how to achieve them.
• Communicating with Delivery Managers / Application owners for seeking technical approval on Problem records.
• Identified customer pain points & formulated plans to expedite the resolution of problems by involving vendors.

Job Responsibilities: (Incident Management & Request Management)

• Experience in Incident Management, Request Management and SLA.
• Experience managing direct/indirect reports and understand the importance of leading and coaching people to achieve business results.
• Responsible to oversee and own major incidents all the way through to resolution and follow up reporting.
• Coordinating Incident Bridge calls for quick and prompt resolution for high severity incident.
• Responsible for planning and coordinating all the process required to perform, monitor, communicate and escalate.
• Coordination of incident response activities, including written and verbal communication with other IT groups and IT management (Internal & External).
• Providing technical direction and coordination to the resolver groups involved.
• Sending out executive alerts/communication mailers.
• Managing the reporting for the team.
• Provide information to higher management. Keep internal as well as external teams up to date on issues until resolved.
• Leadership-anchor ideas and involve all participants to achieve exceptional results. Create ‘we-spirit’, Ownership and guidance.
• Provided ultimate ownership and responsibility for end-to-end Management activities for all Severity 1 & 2 incidents.
• Performed notifications and status of all incidents to high level internal leadership and client while managing SLA's.
• Documented and tracked the timeline of events that occurred in the process to resolution for each of the Incidents managed in support of root cause analysis.
• Communication, presentation, and mentoring skills with distinguished abilities in developing business continuity plans, procedures, and service standards for business excellence.
• Establish continuous process improvement cycles where the process performances, activities, roles and responsibilities, policies, procedures and supporting the technology reviewed and enhanced where applicable.