In my overall tenure in Capgemini, I have worked in multiple Roles.Major Incident Manager ⊛ Provides immediate response and coordination aimed at minimizing the duration of service interruptions. Make decisions regarding real-time incident resolution activities and selecting client situations for executive and management escalation updates.⊛ Consults with other teams on proper integration and correlation of incident. Contributes to MIM Continual Service Improvement by providing constructive feedback and innovative ideas on processes, analysis.⊛ Initiate, lead and drive the Bridge calls, drive communication in every 60 minutes and ensure uptime of Infrastructure within Service Level Agreement. Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed.⊛ Supporting and nurturing process improvements and knowledge base improvements. Providing Weekly, Monthly and Quarterly Major Incident metrics reports.Problem Manager⊛ Root Cause Analysis investigations to successfully identify root causes of problems that impact the business and Identify focal points. Take the Corrective and Preventive Actions.⊛ Create proactive tickets on the basis of Incidents analysis and minimize the potential impact to the Infrastructure. Run the Problem Call every week and ask for the update and discuss the action items on pending problem tickets.⊛ Track Problem governance metrics and continuously seek to improve the Problem management KPI's. and suggest for raise the Requirements with client on the basis of risk.Service Level Manager⊛ As a service manager need to oversee all the SLA to ensure that business needs are being met. Coordinate and conduct meetings every day with Service Desk Manager, Delivery Manager to discuss on SLA which is breaching or about to breach.⊛ Share the MSR (Monthly Service Review) and QSR (Quarterly Service Review). Create and maintain the Dashboard in Excel and ServiceNow for all the SLA reports.

⊛ Support employees within IT Infrastructure business for first level of troubleshooting on Systems, Applications and Network etc.⊛ Worked as a First point of contact for any IT related issues like Laptop, Desktop, Operating System and Network connectivity etc.⊛ Backend coordination with support team for resolving the issues.⊛ Providing remote support to the user's for fixing their incidents.⊛ Troubleshooting of OS, Internet, Outlook, Printers, Scanner, Software and utilities.⊛ Installation, maintaining and attending day to day meetings.