Deepak Mathew Email & Phone Number

Pune, Mh, In

Pune, Maharashtra, India

1)Incident Process Owner, 2)Managing teams of Incident Managers, Major Incident Managers and Service Level Measurement. 3)Responsible for governance, delivery and end to end Service Management.

Pune, Maharashtra, India

Pune, Maharashtra, India

• Responsible for driving, managing, and co-coordinating the response to all Major and High Priority incidents for Tech Mahindra client in the E-Commerce segment.• Responsible for clear, accurate and punctual/ timely communications to internal stakeholders and resolver teams.• Led the recruitment and end to end onboarding/training for new teammates.• Assisted in automation of communication tool via ticketing system integrations.• Created focused groups for Major Incident communication as per stakeholder’s areas of interest.• Produce statistics and status reports for Major and High priority incidents.• Quality assurance of all Major and High Priority Incident tickets.• Successfully handled high-stress situations with calm and accurate execution

Gothenburg, Sweden

Experienced Operations Manager with a demonstrated history of working in the information technology and services industry. Skilled in Service-Level Agreements (SLA), Management and Service Delivery.Responsibilities include:Managing multiple teams(onsite and offshore ) of 2 levels of Application support as well as Incident and Problem Management team.Defining and managing service level agreements with customers.Reviewing both tactical and longer-term metrics for their team and handling performanceDevelop, implement and review operational policies and procedures.Assist HR with recruiting.

Pune Area, India

As a Major Incident Manager with senior level Incident Management or Recovery Management skills from a global large scale complex multi-platform environment (UNIX, Windows, VMWare, WAN, LAN, SQL, Web Systems etc.) and knowledge of ITIL processes, with strong crisis management / problem solving skills and experience of managing senior stakeholders as well as understanding support systems and processes required for a leading global company.Role Description• Responsible for driving, managing and co-coordinating the response to all Major and High Priority incidents for Tech Mahindra client• Ensure that all incidents are resolved promptly and efficiently and services restored as quickly as possible• Responsible for clarifying the priority of incidents in order to execute the correct level Incident Management or Major Incident Management Process.• Responsible for clear, accurate and punctual/ timely communications to internal stakeholders and resolver teams• Responsible for chairing and driving Technical and/or Management conference bridges up to Executive Director level• Responsible for effective internal and/or vendor escalation up to Executive Director level Lead and/or Contribute to effective Major Incident Reviews – produce Major Incident Reports, as well as input to the Change and Problem Management Processes as required• Single Point of Contact for internal stakeholders for all High Priority Incidents for the Tech Mahindra client• Incident Management of some lower priority incidents• Produce statistics and status reports for Major and High priority incidents• Quality assurance of all Major and High Priority Incident tickets within Service Now

Pune Area, India

• Team Building/ Leadership• Client Servicing• Performance improvement• Coaching & Feedback• SL Management• Maximizing overall performance of the team.• Achieving team goals by systematic use of process • Maintaining team focus• Ensuring members perform their roles• Suggesting resources that can be used• Drive process performance to achieve and exceed the Service level agreement (SLA) deliverables• Quality auditing• Hiring and training of new members