Avinash Patel Email & Phone Number

Navi Mumbai, Maharashtra, India

Responsibilities • Appointed as Senior Problem Manager to oversee both reactive and proactive problem management initiatives.• Leading IT production support for key client in United Kingdom, responsible for delivering comprehensive problem management services.• Acting as an escalation point for major, critical, and high-priority issues, reviewing management reports and driving service improvements.• Compiling monthly trend analyses for clients, conducting thorough reviews of issues from current and prior months, and recommending both reactive and proactive measures to mitigate future problems. Present these findings to various suppliers before finalizing them for client.• Guiding root cause analysis (RCA) review meetings with third-party suppliers, offering recommendations for updates to RCA documents and proactive measures to prevent recurrence, thereby enhancing overall IT environment and customer satisfaction.• Presenting significant issues to clients, ensuring alignment and acceptance of previously discussed points with third-party suppliers.• Drive process improvements by updating work instructions and collaborating with top management and quality management team for necessary approvals.• Monitoring progress of resolving known errors, ensuring flawless entries are made in Known Error Database.• Initiating forums with relevant groups to conduct root cause analyses of service-affecting problems, ensuring timely completion of action items.• Promoting to Lead Problem Manager to supervise team and manage both reactive and proactive problem management activities.• Served as an escalation point when problem management process was not adhered to properly.• Review monthly client reports prepared by team, highlighting problem management performance.• Inspiring and motivating team to achieve organizational goals, develop and implement timelines to meet targets, delegate tasks efficaciously, and provide training to enhance team capabilities.

Mumbai Area, India

Responsibilities: • Led IT production support for various clients in France region, delivering incident and problem management services.• Acted as escalation point for major, critical, and high-priority issues, reviewing management reports and implementing service improvements.• Prepared weekly and monthly trend analyses for clients, conducting in-depth reviews of issues from current and past months and recommending both reactive and proactive measures to mitigate future problems. These reports are discussed with IT support team leads/managers before final presentation to client.• Chaired and facilitated root cause analysis (RCA) review meetings with internal IT support teams, providing recommendations for updates to RCA documents and proactive suggestions to prevent recurrence, ultimately enhancing IT environment and customer satisfaction.• Presented major issues to clients, ensuring alignment and securing acceptance of previously discussed points with support teams.• Organized training sessions for technical teams on ITIL process, emphasizing its advantages in client environment. Provide overview of ITSM and EARS tools, ensuring proper alignment with ITSM processes for efficient results.• Contributed suggestions for tool enhancements that would benefit project.• Derived process improvements by collaborating with peers, updating work instructions accordingly, and liaising with top management and quality management team for approvals.• Managed interface between different ITIL disciplines by engaging with process owners to ensure appropriate governance throughout lifecycle.• Monitored progress of resolving known errors and ensured error-less entries were made in Known Error Database.• Initiated forums with relevant groups to conduct and steer root cause analyses of service-affecting problems, ensuring timely completion of action items.

Mumbai, Maharashtra, India

Cash Management activities.