Uday Vardhan is a skilled incident manager with over a decade of experience in operations and people management at BMC Software India Pvt. Ltd. His role encompasses incident, problem, and change management, coordinating critical system changes and managing large data center operations while maintaining service continuity. He holds a Master of Computer Applications and has completed various certifications, alongside notable achievements in knowledge management and client relations.

1. Mr. UDAY VARDHAN
Personal email: uday398.vardhan@gmail.com
Official email: uday_vardhan@bmc.com
Contact Number: +91-8888783141
PERSONAL SUMMARY
A capable, intelligent and effective Incident Manager who has an excellent track-record in day to day
activities in Operations and People Management. Possessing a proven ability to affect transformational
Technical Management across a range of operational areas and thereby making a sustainable difference to a
business’s operational performance. Currently looking for an acceptable and appropriate Technical
Managerial positions with a dynamic and exciting employer who seeks to recruit and appoint the best
available person for a job.
OBJECTIVE
To be given the opportunity to obtain an Incident Manager/Lead position in which to contribute my skills
and experience to aid in the overall success of company.
PROFESSIONAL EXPERIENCE
Sr Technical Engineer (Incident, Problem, Change Management) – Since Dec 2010 - present
Employers name – BMC Software India Pvt. Ltd.
Industry: IT Software Services
Designation: Staff Technical Support Analyst
Present Role: Sr Technical Engineer (Incident/Problem/Change Management)
The role includes managing daily operations of BMC Remedy On Demand environment and performing
Incident, Change management and Problem Management for one of the largest Data Center located at USA
which hosts thousands of servers and network devices.
Incident and Problem Management:-
• Auditing major service interruption tickets for appropriate prioritization, technical and business domain
accuracy, and service level metrics.
• Collaborating with cross functional teams to analyze, investigate and diagnosis root cause of problems, as
well as completion of corrective actions. Engaged at a basic technical level in discussions to evaluate those
solutions, and publish Root Cause Analysis (RCA) report.
• Managing bridge call for Critical AND Crisis Issues. Co-ordinate with technician, customer and internal
management until the issue is resolved. Escalating the issue to proper team/technician to have the issue
resolved within the SLA.
• Escalating and communicating in a timely fashion the status of major incidents and problems with IT and
business stakeholders including executive management.
• Coordinating activities using incident, change, vendor and problem management for business continuity
and ensure 24/7 service availability.

2. • Publishing monthly SLA tracking report and overall SLA percentage to all customers and major stake
holders.
• Creating and updating Remedy tickets for change and incident management to document monitoring and
recovery steps. Capturing incident follow-ups and completing formal post implementation reviews.
• Define and categorize the various incidents into problem categories.
• Create knowledge articles from the experience gained in resolving incidents which can be used by
application support teams to solve incidents quicker and better.
• Coordinating, defining and deployment problem management processes and procedures.
• Correcting a fault in infrastructure by observing trending in past incidents, and with the help of change
management.
• Chairs a weekly team status meeting, involving members of various technical teams, as well as
management
• Handover the root cause analysis to service delivery manager/customer explaining the preventive solution
to incidents to avoid any future occurrences of problems.
• Recording all the root cause reports in documentation form which now called as Known Error Database
Change Management:
• Co-coordinating critical changes on customer systems starting from taking necessary approvals. Follow
up with technician to complete the change in given change window & notifying customer of completion.
• Verifying the completeness and timeliness of changes entered into the change management system follow
up non-compliant changes made outside the change management process.
• Document findings and provide information to authorized CAB or eCAB.
Configuration Management:-
• Working in CMDB management: handling, updating and managing the CMDB on a day to day basis with
CI information including software, hardware, documentation, and personnel.
• Access a service request history in the BMC remedy for every CI.
• Attending meeting with clients to discuss CMDB report and issues if any.
• Generating configuration reports as per the client expectation & schedules and update those reports to
CMDB
Project Undertaken:
• KEDB Implementation (successful publication of KEDB to our centralized portal)
• Swarming pilot project
• KCS Knowledge management project
• Leading indicator project
• Global Lab environment setup project
• ROD on boarding new customer setup.
• Training and mentoring
Operations Executive- March 2008- Nov 2010
Employers name -BNY Mellon International Operations India Pvt. Ltd.
Industry: Finance /IT Services
Was responsible for Effectively Handling Security administration, creation of LAN ID, Active Directory
user setup, distribution list and providing applications access to employee as per their process requirement.
Responsible for creating users, their system access and training documentation, conducting formal training
classes for the new joiner, resolving Remedy Ticket incident.

3. KEY SKILLS AND COMPETENCIES
Competencies:-
 Proficient communication skills
 Understand multigenerational workforce trends
 Maximize leadership strengths
 Advocate organizational changes necessary for developing and keeping top talent
 Managing projects; planning, prioritizing, and administering work
 Management of Time and Priority Setting
Personal:-
 An ability to learn from failures and mistakes.
 Good communication skills; able to interact & explain concepts, plans clearly to senior managers.
 Excellent listening skills & a team player who is able to work easily with others.
 Having a professional attitude and an imaginative approach.
 Making timely, correct decisions that are based on facts.
 Having a ‘can do’ attitude and a willingness to work hard to achieve company goals.
AREAS OF EXPERTISE
 Incident/Problem/Change Management, Business Analysis skills
 People management, IT Operations, Project management, BMC Remedy AR Server (SME)
 Troubleshooting, debugging, Root Cause Analysis
 Process/Service/Quality Improvements
Work RelatedTraining & Certification
Completed Institution Training / Certification
2015 EDS Kepner Tregoe (KT)
2014 British Council IELTS
2012 EXL ITIL V3 Foundation Certificate
2010 Microsoft MCSA 2003 Server
2009 IBM Tivoli Storage Manager Certified (5.4)
2007 SEED InfoTech Software Testing
EDUCATIONAL AND PROFESSIONAL CREDENTIALS
MASTER OF COMPUTER APPLICATIONS (With first Class) 2009
CSIBER Institute of Technology affiliated with Shivaji University, Kolhapur (Maharashtra) India.
B.A. (ENGLISH); 2004 Shivaji University, Kolhapur (Maharashtra) India.

4. TECHNICAL KNOWLEDGE
Platforms/OS: Windows Server 2012, Windows 7/8, UNIX (Linux)
Database: SQL Server 2012, ORACLE
Applications/Tools: BMC Remedy ITSM and AR System 7.x through 9.x, including Remedy
Service Desk (Incident, Change, Asset, and Problem Management), AR Server, Service Cloud.
Automated Testing Tools Awareness: Win Runner, Test Director, QuickTestPro, Rational Robot
Directory Structure: Active Directory 2012
Email Client: Outlook.
SPECIAL ACHIEVEMENTS:
• KCS Knowledge Champion Key Contributor award (January 2015)
• Star of the Quarter Award 2015 (Q2FY16)
• Achieved highest performance (CSI) rating in BMC Software 2014-2015
• Received approximately 100 global client appreciation E-mails.
PERSONAL DETAILS:
Date of Birth: 24th January 1983
Nationality: Indian
Language Proficiency: English, Hindi, and Marathi
Hobbies: Swimming, Driving
Passport: Available
References: Available on Request
Marital Status: Married
Notice Period: One Month.
Address: Kalwad (Behind Airport) Lohgaon Road, Pune- 411015
I hereby acknowledge that the information furnished above is true & best to my knowledge.
Date:
Place: Pune Uday Vardhan