CV_for Problem_Incident Manager
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Mr. Ajit Gorakh Shinde E-mail: [email protected]. [email protected]. Phone: 9822575565 CAREER OBJECTIVE Willing to take up any assignment which will give me an opportunity to learn, and apply my experience and expertise for the growth of the organization. EXPERIENCE- 3.7 Years of experience Problem and Incident Manager for ITSM Projects at Infosys, Pune. Role / Responsibility: - Problem and Incident Manager for client side. Handling all P1, P2 tickets as per MIM standard. Send out Major Incident Communication (email). Starting conference call with internal & external when an outage is declared. Acts as the point of contact and escalation for support groups and internal businesses during recovery of major incidents. Identifies an incident owner to lead the incident process during major incidents. Ensures appropriate escalation procedures are followed as required. Assesses impact and progress during major incidents to ensure escalation is timely and appropriate Identify Problem Investigation, assignment issues, Acting as an initial escalation point for day-to-day Problem Management issues. Working with user base & client to understand pain areas and provide solution (e.g RCA process and documentation and end to end implementation.) both as Proactive & Reactive models. Preparing Metrics for Monthly SLR reviews/meetings and representing Operational Reports. Co-coordinating with Vendors, 3rd Parties for Priority Issues and prepare action plan (e.g RCA closing, Risk Letter Circulation etc.) Create and design process documents (e.g Problem Management Process Document with process flow). Contribute on KEDB with Problem Log, Resolution and Approval. Manage total lifecycle of all problem tickets till closure.
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Transcript of CV_for Problem_Incident Manager
Mr. Ajit Gorakh Shinde E-mail: [email protected].
[email protected]: 9822575565
CAREER OBJECTIVE
Willing to take up any assignment which will give me an opportunity to learn, and apply my experience and expertise for the growth of the organization.
EXPERIENCE-
3.7 Years of experience Problem and Incident Manager for ITSM Projects at Infosys, Pune.
Role / Responsibility: - Problem and Incident Manager for client side. Handling all P1, P2 tickets as per MIM standard. Send out Major Incident Communication (email). Starting conference call with internal & external when an outage is declared. Acts as the point of contact and escalation for support groups and internal businesses
during recovery of major incidents. Identifies an incident owner to lead the incident process during major incidents. Ensures appropriate escalation procedures are followed as required. Assesses impact and progress during major incidents to ensure escalation is timely and
appropriate Identify Problem Investigation, assignment issues, Acting as an initial escalation point for
day-to-day Problem Management issues. Working with user base & client to understand pain areas and provide solution (e.g RCA
process and documentation and end to end implementation.) both as Proactive & Reactive models.
Preparing Metrics for Monthly SLR reviews/meetings and representing Operational Reports.
Co-coordinating with Vendors, 3rd Parties for Priority Issues and prepare action plan (e.g RCA closing, Risk Letter Circulation etc.)
Create and design process documents (e.g Problem Management Process Document with process flow).
Contribute on KEDB with Problem Log, Resolution and Approval. Manage total lifecycle of all problem tickets till closure. Create RCA document, gather inputs, send to SDM and client for approval. Production of statistics and reports to demonstrate performance of the Problem
Management process. Send problem data and report across towers, leaders, management and client.
Help towers and technical groups to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.
Follow Knowledge Management and Solutions processes and best practices to create, modify information identified through the Problem and Incident Management process.
SKILL SETSOperating Systems Windows 8.1/UNIXLanguages SQL, UnixTools Windows 2008/2012 Active Directory, Exchange server
2008 & 2012, Service Now, BMC Remedy, Clearswift, Isotrain, Citrix XenApp,.
Microsoft Servers: Windows 2008 Server; Windows Server 20012; AD 2008; AD DS 2012; Microsoft Exchange 2007 and 2013; Microsoft Exchange 2012
Framework ITIL 2011, Service ManagementConcepts ITIL 2011, Incident Management, Problem Management.
Name : Ajit Gorakh Shinde
Date of Birth : 28th Oct 1989.Address Local : Sai Niwas, Opp. Akshay Nursing Home, Off. Vijay Super
Market, Prakasha Soc, Behind Ashoka Soc, Kalewadi Phata Theregaon, Pune.
Permanent Address : At: - Sulatanpur, Tal: - Madha Dist: - Solapur-413209.Age : 26.Gender : Male.State : Maharashtra .Marital Status : Married.Blood Group : O +.Fathers Name : Mr. Gorakh Ganapat ShindeOccupation : Farming.Hobbies : Reading Books, Listening Music.
(Shinde Ajit G.)
PERSONAL DETAILS
ACADEMIC DETAILSExam Board /University Year Percentage/GradeSSC Pune Board, Mar-2005 66%HSC Pune Board Feb-2007 67%BCA Pune University Apr-2011 52%MS-CIT MKCL, Mumbai. Oct-05 67%Tally Pune University, Mar-06 A GradeFinancial Accounting
Promtech Computers
Mar-06 A Grade
