Ankush M. Email & Phone Number

San Francisco Bay Area

-Assess and triage technical events impacting the Anaplan platform and customers-Declare incidents or outages, mange incident channels and identify triage teams-Provide ongoing incident lifecycle reporting to incident partners as incident and outage investigation and mitigation actions evolve.-Mitigate and contain risk to the business by restoring services to customers ASAP-Manage incident dashboards & generate incident & outage reports for data/trend analytics-Conduct post-incident review (PIR) for all major incidents, defines corrective actions-Leverage technology to issue all platform incident management communications-Lead, drive, & facilitate all investigation activities related to major platform incident-Ensure all administration and reports are maintained and up to date. -Lead the delivery of monthly status and summary reporting for major incidents and problem tickets-Catalog known errors and links reoccurring incident history to them.-Collaborate with engineers to refine operations to deliver/restore service more efficiently-Ensure workarounds or fixes for known errors are in place and documented as appropriate-Build knowledge management & sharing environment for incident troubleshooting-Document incident-response compliance with customer Service Level Agreements (SLAs)-Advise manager on any support issues from partners which inhibit restoration of services-Perform analysis on incidents; produce reporting and dashboards to assist management-Document, review, and maintain core Service Management SOPs, applying ITIL ITSM principles to team practicesAnalyze data, understand data trends, present findings, and offer improvements and resolutions to system issuesProactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolutionImplement ITIL/ITSM practices to effectively manage platform services and improve customer experience

San Francisco, California, United States

San Francisco Bay Area

- Work cross-functionally with TechOps Engineering and product stakeholders to establish and implement processes which align with the overall TechOps roadmap.- Establish / Measure/ Refine processes around all TechOps request management, including:- Establishing service level agreements- Creating processes for responding to and resolving requests associated with service level agreements for all tickets- Establish process pertaining to cloud platform outages- Measuring and reporting on metrics around requests relating to Platform Uptime SLA’s, DR strategies, AWS capacity, overall production issues etc- Developing ways to measure customer satisfaction involving building an entire customer satisfaction methodology with associated KPI’s- Establishing Incident Response team and also acting as an Outage Manager. - Facilitation of Service Delivery Reviews/Problem Management Reviews between the business and IT suppliers to determine the root cause of outages and delays, and required actions to be put in place to avoid them in the future.- Implementation of several Service Improvement Plan’s targeting Human Error, Change Management and reduction of MTTR.- Develop and Implement communication process around all Major incidents. Communication within TechOps team, from TechOps to Customer Support and from CustomerSupport to External Customers involving translating highly technical problems/solutions into a communication that non-technical customers can understand- Establish Incident response team and process around how an outage will be handled- Liaison between TechOps and Customer Support/Sales teams to assist with Customer queries, SLA’s etc

San Francisco Bay Area

- Accountable for the effectiveness and efficiency of Global IT Support teams with expertise in end user support in order to ensure customer expectations are set and consistently met or exceeded.- Implementation and usage of global standards, policies, guidelines and SOPs- Ensured strict compliance of the IT Team to the SOPs in supporting desktops, laptops, mobile devices, peripherals.- Plan and Manage projects including Globalization of IT Teams, Data Vault.- Create and implement process and policies for Nisum as an organization- Configuration & Implementation of Global IT Ticketing tool: ServiceNow Express.

San Francisco Bay Area

- Accountable for the effectiveness and efficiency of Desktop Support teams with expertise in end user support in order to ensure customer expectations are set and consistently met or exceeded.- Manage, Maintain and track IT Hardware inventory across all the offices managed- Manage tickets to the contract SLA including capturing interaction history in the central Service Desk system (HP Service Manager) and managing response times.- Weekly connects with Market Leaders to discuss and implement various measures in order to improve customer experience.- Support the implementation and usage of global standards, policies, guidelines and SOPs- Ensured strict compliance of the Deskside Team to the SOPs in supporting desktops, laptops, mobile devices, peripherals.- Led a team of 16 contractors and FTEs including regular 1-on-1 meetings, career development and coaching of all of the team members.- Plan and Manage projects including Real Estate moves, Print refresh, AV refresh.

Bengaluru Area, India

- Led global team in delivery of Major Incident Management process for the client while acting as a Service Management point of escalation for the Offshore Delivery Center.- Managed Major Incidents, Service work queues and drove them to resolution adhering to the SLA to ensure Service restoration with minimal business disruption.- Create Major Incident Reports (MIR) to enable Problem Management team to identify Root Cause and permanent fix for the same.- Identify, investigate and resolve client Service Management issues e.g. ensuring quality of information in incident, change and problem records is high and issues are managed or escalated promptly. - Partner with the Service Delivery Manager to identify and implement Service Improvements – demonstrating an increase in the quality of service and a reduction in cost.- Liaised with the Service Management team in the transition of new clients/enhancements to existing services. Worked closely with the onshore team to ensure seamless transition per plan agreed with customer.- Achieved the Customer Satisfaction rate of 93%, P1 Resolution time of 2 hours KPI targets set by the Delivery Center.- As an Internal Trainer, provided training to the teams on ITSM, Incident/Change/Problem Management Skills.

- Led a global team (India, Warwick, Poland) of 10+ in providing a Contact Center for Service Management for 51 Clients in monitoring and managing all severity incidents to SLA- As a Service Management Coordinator, delivered Change, Incident, Problem Management for a given service(s), and ensured service levels are maintained.- Ensured CAB / change process is complied with delivering business and Project requests- Created Major Incident Reports (MIR) and monitored progress of MIR actions- Work closely with the Service Delivery Manager to identify and implement Service Improvements – demonstrating an increase in the quality of service and a reduction in cost.- Served as a Point of contact for the Service Management team for the transition of new clients / enhancements to existing services. Working closely with the on-shore to ensure a seamless transition.- Achieved all the Key Performance Indicators (KPI’s) targets set by the Delivery Centre.- Owned & Involved in Complete Service Transition of Clients (30+ Clients under Cloud services)

- Complete AS&M role which includes Service/Incident/Change/Problem Management for the Applications supported for British Telecom.- Working as a core member of Service Management team in HCL providing guidance to the team of 400+ on incident resolution to ensure 100% RFT & CT reducing MTTR, thus improving customer experience- Ensuring 100% availability of applications from an End to End perspective.- Worked as Relationship Manager at Onsite (Sheffield, UK) involving Client / Project Transitions & new client Biddings.- Helped offshore teams during major issues ensuring quick resolution time & stability of systems- Collaborated with BT Tools teams to provide inputs from an ASG’s point of view to build tools/automate processes which resulted in improved Service Delivery and reduced costs- Served as point person for resolution of high priority issues (P1/P2) & handling escalations from the client- Managed teams from various vendors (British Telecom, Infosys, Tech Mahindra, TCS & HCL) at a single location for 20C Broadband (L2C, T2R) & Wholesale Calls in supporting key applications such as Woosh, Ecorepair, Eco/BB, FastPeter, BT.com etc.- As a change agent, proposed and pursued improvements in the application chain that led to significant service improvements- Part of Taskforce formed to recover the following Business critical applications riddled with issues had pushed those projects into Code Red. - TahitiPortal (Service Assurance & Fulfillment) - NFM/AH (Network Fault Management/Alarm Handling) - FastPeter (Wholesale Call Barring) - GTFM(Alarm handling) - UII (Unified Inventory Interface) - Trained teams on Bridge Clarify Tool, Incident/Change/Problem Management Skills & ITIL Courses.