Hitesh Thakkar is seeking a responsible position in an esteemed organization to enhance his skills. He has over 4 years of experience in IT service management including as a Critical Incident Manager at IBM India Private Limited. He is ITIL certified and has experience monitoring incidents, ensuring SLAs are met, and chairing bridge calls to resolve issues. He mentors others and identifies areas for process improvement.
An ITIL certified professional. My experience is cross-functional across Incident, Problem, Change and Escalation management. I've managed some of the most critical incidents and helped create processes.
An ITIL certified professional. My experience is cross-functional across Incident, Problem, Change and Escalation management. I've managed some of the most critical incidents and helped create processes.
Avoiding Mistakes when Implementing Incident and Problem ManagementJavier García Bolao
Many organizations find it attractive to consider Incident and Problem Management as a foothold for implementing IT Service Management. Quite often, such attempts result in situations wherein process immaturity, excessive bureaucratization or deficient connections between processes become evident.
The lack of a holistic vision of IT and poor organizational change are often some of the reasons behind most these issues.
Javier Garcia shares his thoughts and 25 years of practical expertise to help you identify and rectify common mistakes to ensure that your ITSM strategies will result in both efficiency and maturity moving forward.
ITIL Practical Guide - Continual Service Improvement (CSI)Axios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=272
This video provides a run through of the lifecycle stage, which manages the day-to-day operation of IT services for the identification and reporting of interruptions in the delivery of services and handling of service requests at agreed levels.
Introduction to itil v3/ITSM Processes and FunctionsPrasad Deshpande
IT service Management ITIL v3 Processes and Functions ranging from ITIL Life cycle, Incident, Problem and Change Management, Service Desk, Application Management
Making Problem Management Work for Your OrganizationAtlassian
Houston, we have a problem. Too many companies are fixated on the definitions of ITIL and problem management instead of actually getting value out of them. When you don't have a bonafide problem management policy, plus the training and skills to back it up, your team is likely to spend too much energy on ineffective activities. But there's hope. IT veteran John Custy will introduce the concepts you need to understand, dispel a few misconceptions, and explain the different problem management methodologies. He'll also cover the pros and cons of each methodology, and when to use each of them.
Avoiding Mistakes when Implementing Incident and Problem ManagementJavier García Bolao
Many organizations find it attractive to consider Incident and Problem Management as a foothold for implementing IT Service Management. Quite often, such attempts result in situations wherein process immaturity, excessive bureaucratization or deficient connections between processes become evident.
The lack of a holistic vision of IT and poor organizational change are often some of the reasons behind most these issues.
Javier Garcia shares his thoughts and 25 years of practical expertise to help you identify and rectify common mistakes to ensure that your ITSM strategies will result in both efficiency and maturity moving forward.
ITIL Practical Guide - Continual Service Improvement (CSI)Axios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=272
This video provides a run through of the lifecycle stage, which manages the day-to-day operation of IT services for the identification and reporting of interruptions in the delivery of services and handling of service requests at agreed levels.
Introduction to itil v3/ITSM Processes and FunctionsPrasad Deshpande
IT service Management ITIL v3 Processes and Functions ranging from ITIL Life cycle, Incident, Problem and Change Management, Service Desk, Application Management
Making Problem Management Work for Your OrganizationAtlassian
Houston, we have a problem. Too many companies are fixated on the definitions of ITIL and problem management instead of actually getting value out of them. When you don't have a bonafide problem management policy, plus the training and skills to back it up, your team is likely to spend too much energy on ineffective activities. But there's hope. IT veteran John Custy will introduce the concepts you need to understand, dispel a few misconceptions, and explain the different problem management methodologies. He'll also cover the pros and cons of each methodology, and when to use each of them.
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My objective is to obtain position as IT System Analyst, where I can display my knowledge, experience and skills to ensure profitability and growth for the company.
Quality Analyst Assurance HR Delivery US/ Canada (Audit)
Quality Assurance representative Bank retail Canada (Audit)
Customer representative Sales process Inbound/ outbound. Canada (Banking/ Balance transfer)
Customer Representative French/ English US?Canada ( Invoice, Billing)
Apps
SAP
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Please do refer to my resume for more information.
Note that I am willing to go undertraining to learn.
Sincerely
Grahi JUlien
Hardik Dave Executive MBA marketing profileHardik Dave
This is to introduce myself as a passionate marketer with diverse experience in consumer and business research, analytics, segmentation, integrated marketing communication, developing and executing sales campaigns, devising strategic marketing plan for product launch, CRM. I'm an executive MBA from International Management Institute, New Delhi and also a Post-Graduate certificate degree in Business Marketing Analysis from George Brown College, Toronto, Canada.
1. Hitesh Thakkar
Cellphone: +91-9742483463
E-Mail: hites.thakkar@gmail.com/hites.thakkar@outlook.com
Job Objective
To pursue a career in an esteemed organization holding a responsible position which would enhance my
skills to work in competitive environment and carve a winning edge for the organization.
Professional Summary
• A Determined and Motivated Techno-functional personality , ITIL Certified ,having
4.11 years of experience in IT with the profiles of Critical Incident Manager, Shift Lead, Incident
Coordinator, Process trainer.
• Experienced in ITIL process (like incident, event, and problem).
• Good knowledge of Operating systems, excellent communication, Presentation, Documentation
skills and Vendor Co-ordination.
• Rich experience in supporting several hundred end-users spread across worldwide locations.
• Provide expert advice to support communities, end users and clients on improvement areas
• Being focal point within the support team for one or more solutions, including collecting and
communicating information which is relevant to the organization support assignment.
• Proposing changes and improvements that makes the application more efficient and/or reduce
operation or maintenance cost.
• Several Involvements in maintaining and improving the runtime delivery, to ensure a stable and
continuously improved service.
• Coordinating issues related to the infrastructure products and business applications from the
operational, and for availability and quality perspective on a day-to-day basis.
• Have been a part of the project transitions and Pilot Phase and have actively participated in all
the knowledge transfer or analysis done during the Transition.
Education
B.Com from KD College of Commerce & General Studies, Midnapur, 2010
Skill Set
Functional and Operational::
Service Management
Monitoring and prioritizing the client issue based on SLA ensuring SLA is met involving the required
team for issue fix.
Categorization of incident priority post validating and identifying business impact.
Chair Bridge calls for effective coordination, incident resolution, service restoration.
Continuously follow-up with support team for relevant notification updates per SLA, and drive
resolution.
Follow the global Service Restoration Management Process.
Providing “Critical Incident Report” to problem management team.
Being part of problem management in gathering artefacts required for RCA.
2. Contact Centre Operations
Overseeing operations and ensuring achievement of desired objectives.
Driving day-to-day functions with key focus on bottom line performers by ensuring optimal resource
utilization.
Serving as an escalation point for technical and process issue.
People Management & Team Building
Training, development, and work allocation to executives.
Employee Development through effective mentoring.
Reporting
Putting systemic quality monitoring procedures in place to ensure SLAs are met & exceeded.
Gather, organize & present information needed by management.
Technical Skill
• Ticketing tools : Remedy V7 Remedy v8, Maximo (ESS2, ESS3, ESS5 ESS7, ESS8)
• Monitoring tools : Tivoli, HP Open View and Net Cool,
• Office documentation : Lotus Symphony, MS-Office
• Internal IBM ITIL certification
Organizational Experience
IBM India Private Limited, Bangalore February 2011– Present
Designation: Critical Incident Manager
Responsibilities:
3. Validating Major/Critical incidents by assessing the severity and urgency level based on the
service/business impact in consultation with Reporter, Resolver and Client Interface.
Restoring service with minimal business impact by chairing bridge calls for effective coordination
and quick incident resolution.
Incident ticket ownership until resolver group is identified.
Responsible for sending all Incident notifications as per agreed process
Providing timely incident resolution status to Account Service Managers.
Pro-Active management on follow-up of major incidents recorded and validating, correcting problem
assignment, if required.
Scheduling and organizing service recovery calls during the major incidents and thereby facilitates
quick incident recovery.
Giving summary of MI as to why it happened, how it was resolved, what was the initial root cause
and Customer Impact to the Clients Service Delivery Managers and Service Managers.
Prepare necessary daily and monthly reports for the service board review meetings.
Participating in incident management meetings and reviews, to discuss about service improvement
plans.
Attending daily, weekly and monthly service and performance review calls.
Attending Major incident reviews and meetings to generate quick service recovery plans that can be
used for resolution for future similar incidents.
Track all the incidents within the Mean Time to Restore (MTTR) to avoid outage for the account.
Delivering monthly KPI (Key Performance Indicator) Reports, Scorecard (Major Incidents)
Delivering weekly reports on MTTR and Problem Severity.
Making sure that the Escalation process is in place and followed.
Identifying areas requiring improvement within Incident Management process.
Engaging problem management team once issue is resolved to establish RCA ownership.
Effectively use conflict management skills to establish and determining RCA ownership.
Ensure Incident Timeline Report is created post incident resolution.
Providing “Critical Incident Report” to problem management team.
Being part of problem management in gathering artefacts required for RCA.
Performing knowledge transfers for new incident managers.
Mentoring and leading new and tenured incident managers.
Managing knowledge database.
Responsible for managing lifecycle of all critical incidents,
Ensure major incident management processes are followed.
Managed critical incident technical core teams to drive incident resolution
Understands SLA requirements and works to ensure those requirements are met when possible.
Aggressively drives conference calls with the customer, IBM internal support teams and third party
vendors.
Add on responsibility:
• Provides timely feedback to upper level management, both IBM and the customer on all incidents.
Feedback includes but is not limited to incident descriptions, executive summaries, detailed
timelines, action plans, workarounds and resolution of incidents
• Religiously follow the process of updating all the Critical Incidents after closure to KEDB and
maintain it.
4. • Serve as Mentor for new hires and perform knowledge transfer.
• Creating training material and train new Technical Support Engineer.
• Identification of the root cause of critical incidents or reoccurring incidents.
• Monitoring and prioritizing the client issue based on SLA ensuring SLA is met involving the
required team for issue fix.
• Categorization of incident priority post validating and identifying business impact.
• Continuously follow-up with support team for relevant notification updates per SLA, and drive
resolution.
Personal Details
• Date of Birth : 01-05-1989
• City : Bangalore
• Country : Karnataka
• Pin Code : 560075
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Declaration:
The above information furnished is true and factual to the best of my knowledge & belief.
Place: Bangalore
Date:
(Hitesh Thakkar)