Being part of IT service Management, I am responsible for initiating, managing and coordinating all Cloud related Incident and problem investigations / Root Cause Investigation of the issues identified from proactive analysis of the Incident trends and the report from the alert systems. In order to minimize the impact of problem upon service quality, I am responsible for acting as an escalation point to expedite problem resolution. Conducting Problem Review Meetings, chairing triage calls with… Show more Being part of IT service Management, I am responsible for initiating, managing and coordinating all Cloud related Incident and problem investigations / Root Cause Investigation of the issues identified from proactive analysis of the Incident trends and the report from the alert systems. In order to minimize the impact of problem upon service quality, I am responsible for acting as an escalation point to expedite problem resolution. Conducting Problem Review Meetings, chairing triage calls with different support teams, Verifying Root Cause and providing temporary workaround by Tracking Corrective Actions for completion are also few of my roles as a Problem Manager Show less

-Provided ultimate ownership and responsibility for end to end Management activities for all Severity 1 & 2 incidents.-Performing quality of tickets by daily checks and audits.-Initiation of Problem Process for problems identified by Incident Management.-Raised and managed all the Problem records for the Client in accordance with Problem management.-Performing trend analyses on incidents/alerts for focus areas, defects and improvement opportunities, and uploading the same on… Show more -Provided ultimate ownership and responsibility for end to end Management activities for all Severity 1 & 2 incidents.-Performing quality of tickets by daily checks and audits.-Initiation of Problem Process for problems identified by Incident Management.-Raised and managed all the Problem records for the Client in accordance with Problem management.-Performing trend analyses on incidents/alerts for focus areas, defects and improvement opportunities, and uploading the same on SharePoint on the weekly basis.-Analyzing Incidents (especially Critical Incidents) and closed Problems to identify and act upon trends Tracking open Problems and identifying any Problem that requires increased focus to meet agreed target levels.-Chairing PRB [Problem Review Board] meetings to present and discuss all the Problems with Client and stockholders.-Chairing the RCA meetings and PIR meetings with vendors, third party suppliers and clients.-Preparing Monthly Report on Problem reduction, Top 10 causes, Problem analysis, Root CauseCompliance which is shared with top management. Show less

• Handling Problem management for end to end root cause analysis through reactive and proactive problem management process.• Identifying Problem Investigation, assignment issues, acting as an Escalation point for day-to-day Problem Management issues• Document and track all actions to resolution, so that either changes are implemented or Risks Accepted and signed off.• Delivering weekly trend reports as a part of Proactive Problem Management.• Created and published Daily… Show more • Handling Problem management for end to end root cause analysis through reactive and proactive problem management process.• Identifying Problem Investigation, assignment issues, acting as an Escalation point for day-to-day Problem Management issues• Document and track all actions to resolution, so that either changes are implemented or Risks Accepted and signed off.• Delivering weekly trend reports as a part of Proactive Problem Management.• Created and published Daily Dashboard report for entire UK Problem Management for CGI• Created Aged and Critical Problem report and published the same to the client.• Worked on a project called RCA Not Found – worked with client and service Delivery to close the aged problem records as a service improvement initiative.• Performed Post Implementation Review for all Major and P1 failed changes. • Managed all the recommendations received for Problems and worked with the Client and different technical teams for their closure.• Raised change records and liaised with Change Management to implement the permanent fix suggested by the technical teams for problem records.• Attended CAB meeting to discuss the changes needed for high priority problem records.• Create and maintain Known Error Log Database to identify repetitive issues and permanent fix for the same.• Execute Workarounds and provide effective resolution in accordance with the priority service level.• Create and publish Weekly/Monthly reports on Problem progress, Root Cause Compliance, Action Items with the technical teams and Management.• Overseeing and ensuring integration between Problem Management and other Service Management Processes Show less