Akshay Chavan Email & Phone Number

Mumbai, Mh, In

Thane, Maharashtra, India

Thane, Maharashtra, India

Mumbai Area, India

Main Responsibilities: Lead multiple contracts across the UK providing Problem Management supportCo-ordinate problems, known errors and known error defects in accordance with the CSC Problem Management Process.Ensure all problem records are recorded, assessed, classified, prioritised, assigned and actioned appropriately.Work closely with other Problem Analysts to produce trending analysis liaising with the Incident Management Team to escalate any quality issues.Providing pro-active and re-active incident analysis to form part of the initial problem investigations and to identify service issues.Identify problems by using event log error analysis and other tools, providing evidence to engineers to identify root causes.Co-ordinate key staff to form action plans to complete root cause analysis.Ensure root cause analysis actions are completed and resolver groups chased for updates where required.Using MS Excel create reports for analysis, trending and initial investigations including manipulating data to produce graphical charts and pivot tables for evidence of incident activity and identification of problems.Create and update Knowledge Base (KB) articles for workarounds and Known Errors (KE) which are identified throughout the lifecycle of the problem record.Provide guidance and any training required to all support teams to ensure problems are managed in accordance with the problem management process.Provide data and statistics to the Problem Manager for all reporting requirements

Mumbai, Maharashtra, India

The service desk analyst provides a point of communication to the users and a point of coordination for several IT groups and processes To restore “normal service” to the users as quickly as possible.To recognize the importance of good timekeeping, which ensures punctual login to the phone system and aids call management in line with service SLAs.To manage the customer mailboxes and ensure timely logging of emails in INFRA/VFIRE.To accurately log all relevant incident/service request and request for change details in accordance with service-specific documented procedures. To allocate categorization and prioritization levels in accordance with customer contractual requirements.To provide first-line investigation and diagnosis where applicable.To collect and record accurate information (use Quick Solutions were in place) to aid the second line team to progress any calls transferred to their Group.To resolve those incidents/service requests classified as First-Line-Fix, i.e. password resets and accounts reactivations/deactivations, etc.To keep users informed of progress (especially post SLA breach).To accurately close (using closure codes), all resolved incidents, requests and other calls in a timely manner, especially at month-end.To reflect on customer feedback through customer call closure surveys.To contribute to team meetings.To undertake all required training for the role.