Harsh Dhawan Email & Phone Number

Delhi, India

Gurugram, Haryana, India

·Responsible for Major Incident, Problem & Change Management.·Ensure there are no Outage or business impact because of any change implementation performed by team. All implementation plan to be reviewed, assessed for impact analysis.·Meet SLA (TTO/TTR/MTTR) as per Customer Contracts. Zero SLA misses / Zero Penalties or Service Credit Situation faced due to missed SLAs.·Meet the delivery KPI: Change success target, Availability target, RCA turnaround time.·Ensure continuous communication & coordination with support teams during Major Incidents.·Implement Service Management and train team members on the process.·Conducting training on Major Incident, Problem & Change Management to Internal team members periodically.·Representing service management during internal & external audit.·Responsible to roll out communication to key stake holders during Major Incidents & Changes.·Continual Service Improvement.·Managing SRTs for Major Incidents.·Driving Major Incidents.·Handling Problem Management and share RCA/CA with customer.·Developing change management plans for projects and/or change initiatives. ·Identifying risks and developing risk mitigation tactics. ·Leading change management work streams with a structured methodology / process. ·Review and record requests for change (RFCs) Categorize change requests and changes according to business objectives.·Convene the change advisory board (CAB) meetings.·Coordinate the building, testing, and implementation of changes.·Conduct Post Implementation Reviews (PIRs) after the implementation of changes.·Maintain all change documentation (policies, procedures, templates etc.).·Monitor and audit service delivery; ensuring processes are in place and followed.·Arrange service review meetings with representatives from internal business units.·Act as an escalation point for the services delivered and to work with the client to ensure closure of any service issues.

Gurugram, Haryana, India

·Responsible for overall IT Infrastructure related activities at site level·Providing Technical consultancy to project teams·Network and Infrastructure designing for projects·SPOC for Site on Global meetings·Acts as the day-to-day interface into the Incidents process and is responsible for ensuring the execution of the process.·Tracking open incidents and identifying any incident that requires increased focus to meet committed service levels.·Coordination with Vendors for IT Services ·Handling Escalations for users as well as suppliers·Handling Change Management activities·Managing SRTs for High Priority Incidents·Driving High Priority Incidents·Handling Problem Management and share RCA/CA with customer

Gurugram, Haryana, India

·Responsible for overall IT Infrastructure related activities at sitelevel·Providing Technical consultancy to project teams·Network and Infrastructure designing for projects·SPOC for Site on Global meetings·Coordination with Vendors for IT Services·Handling Escalations for users as well as suppliers·Handling Change Management activities·Managing SRTs for High Priority Incidents·Driving High Priority Incidents·Handling Problem Management and share RCA/CA with customer

Gurugram, Haryana, India

·Technical Lead for Region·Providing Support To Ericsson Users in Global Environment·Coordination with Service Desk and support teams·LAN & WAN Support (Cisco routers, HP Procurve Switches)·Online OS/Software Deployment·Providing Onsite Support to File & Print, Database, ApplicationsServers·Managing Calls Escalations and taking care of SLAs·Providing Technical Support to Ericsson team for Projects·Calls tracking through WIH system·Remote Assistance to various users·Responsible for Minimum Downtime of Site

Gurugram, Haryana, India

Delhi, India

Bachelors Of Science In It, Information Technology

Diploma In Electronics & Communication Engineering

12Th, Science Non Medical