Yogesh Thombre

• Incident Management of High Severity Incidents · Outage Management,.
• Initiate Bridge calls, for critical incident
• communication and teams to ensure uptime of Infrastructure within Service Levels ·
• according to the escalation matrices escalating the issues.
• Prepare the required reports on jira ticketing tool.
• Worked in Disaster Recovery in regards to ensuring that all documents are current and correct. Made suggestions on how to improve based on previous issues.

· Inhouse laptop and printer upgrades and repairs.

· Maintain Graphics and ticker automation on high-end graphics servers

· Managing i-News Monthly Maintenance with user management with backup and switch-over activities

· Database Administration for SQL Serves (Daily backup and implementation on standby server).

· Supporting users for Mac and laptops and graphics machines.

· Maintaining and backup for network and creating a new network structure for the new office and studio.

· Handling the team of facility engineers

· Maintain network infrastructure and wifi devices on floors

· Contract vendor management.

• Manage issues as they occur, providing the appropriate vetting of the severity of the issue and performing the required management of the high impacting severity problems as agreed in the Incident Management process and Service Level Agreements (SLA's).
• Instigate and chair technical bridge and management bridge conference calls and assign tasks to the relevant attendees
• send out the relevant reports after conference bridges and at the end of each incident
• Send email communications to a wide global audience giving details of the incidents
• Send Executive Communications as required
• Participate in major command centers and critical site tests coverage
• Review lower severity issues and ensure that the appropriate focus is being given

• • Execute Major Incident Management, leading Major incidents throughout the lifecycle per the Major incident process; provide regular updates and weekly reporting of Major incidents
  •Strive for continuous improvement of overall Major incident process and communication, including tracking and archiving all post-incident reports and incident and problem trend analysis
  •Administer the Major Incident Management (MIM) process and ensure adherence to process and escalation requirements within various support and delivery areas, assisting teams in establishing SLAs and KPIs
  •bride calls with leading support, developers and engineering teams to a rapid restoration of service during Major Incident events, escalating to leadership when appropriate and communicating to IT leadership
  •Perform regular reviews of active, historical incidents and root cause analysis to identify trends and opportunities for improvements across IT functions
  •Manage, create and maintain knowledge management articles, communicating new knowledgebase articles

• Responsible to oversee and own major incidents all the way through to resolution and follow up reporting.
• Helped to build ITIL processes for current accounts within the BCO * Took responsibility for learning, and training other department members for the McGraw Hill account when it was acquired.
• McGraw-Hill Subject Matter Expert(SME) Took responsibility for learning, and training other department members for the.
• Created new process for all members to follow to ensure a proper flow for resolving incidents.
• Service Master account when it was acquired Service Master Subject Matter Expert(SME)
• Initiate Technical Bridges and Management Bridges, and keep all parties up to date on issues until resolved.
• Also provide support and assist with the resolution of issues.
• Liaison with the team managers and technical leads to ensure that incidents are resolved swiftly and within SLA windows.
• Work within Clarify, Remedy, USD6 and USD12 ticketing systems.
• Monitor multiple accounts at once and provide clear communication to all parties involved to quickly resolve critical incidents.
• Trained department members and created and provided documentation to help assist them in doing their jobs to the best of their ability.
• Established and maintained relationships with CIC's, TSM's, Technical Leads and other key members of accounts to stay aware and learn the accounts better daily.
• Complete follow up reports and or MIR for Major Incidents.
• Provide detailed timelines, list of participants, and brief summary of incidents for problem management.