Yogesh H Mishra
Dombivli
Summary
IT Professional with 11+ years of experience spanning across IT Service Delivery, End User Support, Service Desk, End Point Compliance, Transitions | Team Management | Continual Improvements | Release Deployment Process
Overview
12
12
years of professional experience
Work History
Manager - IT Services_L1 Support
L&T Financial Services
Mumbai
05.2021 - Current
- L1 Application Support: Responsible to successfully deliver IT Services across LTFS
- Managing a team of IT Professionals working 24 x 7 and focused towards achieving target SLA, KPI’s and Excellent CSAT
- Producing regular IT Services Health Dashboard to Management
- Service improvement planning and implementation with emphasis on automation and suggesting industry best Practices
- Managing the IT budgets on a daily, monthly, and annual basis, initiating corrective actions to balance income and expenditure in line with the budgets
- Ensuring that the design of all processes, roles, responsibilities, and documentation is regularly reviewed and audited for efficiency, effectiveness, and compliance
- Interfacing with external suppliers and service providers, ensuring all external IT services are designed to meet their agreed service levels and targets
- Performing contract or SLA reviews at least monthly, and ensuring that all contracts are consistent with organizational requirements and standard terms and conditions wherever possible
- Reviewing service scope, SLAs, OLAs and other agreements on a regular basis or during reviews
- Managing customer complaints including their recording, management, escalation (where necessary) and resolution
- Resource management, resource engagement, skill development, objective setting and performance review
- Batch Operations – EOD, BOD, EDW, Corporate App Batch Ops IT Services - IT Assets, Service Quality, ITSM Tool, Responsible for Vertical Cost Management, New Initiatives, Projects Governance of SLA/OLAs CSAT, Audits
- Responsible for delivery of business daily reports on time
- Coordinating with Finance/ Business Team to understand the requirement of new reports
- Coordinating with Major Incident team for all the major incidents
- Release & Deployments – IT Application release deployments
Working as a Team Leader for Technical support Team of Instarem.
InstaRem Technologies
11.2019 - 04.2021
- Working on client onboarding, API testing for card operation
- Working on End-to-End Card operation on UAT environment
- Handling First level escalations over calls, chat, emails and tickets with 15 team members
- Providing L2 level Support to Client Application and coordinating between Helpdesk and Technical team
- Taking corrective actioned and drafting action plans for Delivery/Support Team members
- Coordinating with client IT teams for resolving issues
- Drafting and conveying the notifications to client base in-case of planned/unplanned downtimes till resolution
Team Lead for Service Desk and Application Support Team
Hexaware Technology
10.2017 - 11.2019
- Working as a Team Leader for Service desk and Application support of Max Life Insurance
- Handling end-user First level escalations over calls, chat, emails and tickets with 15 team members
- Providing L1 level Support to Client Application and coordinating between client and L2 Team to resolve the issue ASAP
- User and access management (password, user management, folder access, group policies, drive mapping)
- Drafting and conveying the notifications to client base in-case of planned/unplanned downtimes till resolution
ASM Technologies Ltd. As System Administrator (July 2014 to November 2015) & ASM Enterprise Solution Private Ltd as System Engineer (December 2015 to Sep 2017)
Reliance Jio Infocomm Limited
07.2014 - 09.2017
- Company Overview: http://www.coai.com/About-Us/Members/Core-Members/Reliance-Jio-Infocomm-Limited
- Working as senior service desk engineer in service desk team
- Providing Tier1 support to customer, alarm addressing/validation, logging ticket and follow-up with customer engineer to close trouble tickets
- Logging tickets with proper priority according to the Minor, major and critical alert
- Customer Co-ordination and handling, on call support 24
- 7 over phone, Email and private messengers
- Supporting users and network administrators over the telephone and by email
- Liaise with support teams, working together to resolve customer issues
- Various Incidents related reports generation and maintenance
- Handling all fault tickets of Customer and also to close the fault Ticket within SLA
- Http://www.coai.com/About-Us/Members/Core-Members/Reliance-Jio-Infocomm-Limited
Worked as SAP Consultant with company Global Enterprises InfoTech Solutions (India) Mumbai (From Jan 2013 to July 2014)
Global Enterprise Info Tech Solution
01.2013 - 07.2014
- Handling issue with Incident management tools
- When an issue comes diagnose, analyse and solve the issue
- Responsible for any enhancements with the help of technical guy
- Writing functional specs and interacting with Abapers to develop any user exit
Education
B.Sc. IT - IT
Birla College Kalyan
H.S.C -
Rashtreeya Inter College
S.S.C -
Rashtreeya Inter College
Skills
- ITIL
- Service Desk
- Incident Management
- Release Management
- Batch Processing
- Staff Development
- Workforce Management
- Strategic Planning
Personal Qualifications
- B.Sc. IT, Birla College Kalyan, Mumbai University, 52.00%
- H.S.C, Rashtreeya Inter College, U.P. Board, 68.00%
- S.S.C, Rashtreeya Inter College, U.P. Board, 62.00%
Personal Information
- Date of Birth: 07/28/88
- Gender: Male
- Nationality: Indian
Languages
- English
- Hindi
- Marathi
Hobbies and Interests
Poetry
Disclaimer
I do hereby declare that the particulars of information and facts stated herein above are true, correct and complete to the best of my knowledge and belief.
Timeline
Manager - IT Services_L1 Support
L&T Financial Services
05.2021 - Current
Working as a Team Leader for Technical support Team of Instarem.
InstaRem Technologies
11.2019 - 04.2021
Team Lead for Service Desk and Application Support Team
Hexaware Technology
10.2017 - 11.2019
ASM Technologies Ltd. As System Administrator (July 2014 to November 2015) & ASM Enterprise Solution Private Ltd as System Engineer (December 2015 to Sep 2017)
Reliance Jio Infocomm Limited
07.2014 - 09.2017
Worked as SAP Consultant with company Global Enterprises InfoTech Solutions (India) Mumbai (From Jan 2013 to July 2014)
Global Enterprise Info Tech Solution
01.2013 - 07.2014
B.Sc. IT - IT
Birla College Kalyan
H.S.C -
Rashtreeya Inter College
S.S.C -
Rashtreeya Inter College
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