Hitesh Chandra Email and Phone Number

Working as ITIL IPC Lead under Service Management- Working as Problem Lead for Telecom Accounts and ensured to identify the underpinning root cause for the major backbone failure- Working as Team Lead and Mentor of the MIM team - Performing RCA (Root Cause Analysis) of all major issues and repetitive incidents (proactive problem)- Responsible for performing RCA of Repeat Priority 3 issues, keeping track of required level of escalation - Ensuring that problems get resolved within the agreed SLA - Ensuring the timely involvement of Change Management, Relating the Change with Incident and requesting for the change to fix a problem - Ensuring implementation of processes for all services covered in the process document- Handling RCA Action Item tracker (CAPA). Doing regular follow ups on status of open actions with relevant action owners and publishing it with senior management - Handling the ground job during the CRISIT situation as a MIM, maintaining and publishing the CRISIT Roster with top management - Documenting, Tracking and Publishing the RCA documents getting customer approvals for the RCAs- Publishing the Several reports and dashboards to Customer and Senior Management like Severity dashboard, RCA Analysis Tracker, Repeat issues tracker, CAPA Tracker, Failed Change Report, Standard Change Conversion, Control on Major Changes etc.

- Working as ITIL IPC Lead under Service Management- Working as Problem Lead for Telecom Accounts and ensured to identify the underpinning root cause for the major backbone failure- Working as Team Lead and Mentor of the MIM team - Performing RCA (Root Cause Analysis) of all major issues and repetitive incidents (proactive problem)- Responsible for performing RCA of Repeat Priority 3 issues, keeping track of required level of escalation - Ensuring that problems get resolved within the agreed SLA - Ensuring the timely involvement of Change Management, Relating the Change with Incident and requesting for the change to fix a problem - Ensuring implementation of processes for all services covered in the process document- Handling RCA Action Item tracker (CAPA). Doing regular follow ups on status of open actions with relevant action owners and publishing it with senior management - Handling the ground job during the CRISIT situation as a MIM, maintaining and publishing the CRISIT Roster with top management - Documenting, Tracking and Publishing the RCA documents getting customer approvals for the RCAs

• Responsible and accountable for the implementation and operation of Cloud Backups for multiple clients and providing managed services to the clients • Publish daily dashboard reports of Successful and Failed backup to all the stakeholders. • Responsible for Level-2 Escalations pertaining to Backup Operation Management • Managing 24*7 NOC for Backup Operation Management Monitoring.• Ensuring that service delivery takes place based on the Service level agreements. • Keeping track of critical or major incidents and sharing RCA with customers. • Ensuring Prompt communication to all users in case of any backup failure. • To execute & implement backup configuration projects and ensure its timely closure. • Handling Weekly/Monthly Ops Review meeting with client. • To ensure that service norms committed to the customer are met. • Ensure all the customer complaints/issues are identified, to prepare Action plan for all Complaints received and drive till closure along with PM. • Review performance with the customer periodically during on-going phase. Ensuring smooth operations for all systems across the IT teams. • To ensure implementation of processes for all services covered in the SOW, ensure 100% SOW compliance & timely escalate non-compliance to Program management. • Managing clients like EXL, Fortis Hospital, Sun Pharma, Avaya etc, • Managing teams using the backup tools NetBackup, Networker, Dhruva, Avamar, Asigra

• Arrange Change review call and CRB calls for major CR and PIR (Post Incident Review) calls after the High priority/Major incident to conclude the root cause • Manage, Review and propose execution process by coordinating between Infra teams, asset management team, Operations teams • Ensure adherence to the defined change management process for the account. • Perform regular CAB meetings and review changes for execution. • Work on the emergency changes to seek approval and review the implementation of the same. • Review and ensure that the RFC are correctly updated before forwarding for execution. • Perform analysis on the failed and unauthorized changes. • Provides a packaged release for all changes deployed into production and only deploys changes approved by change management. • Provide inputs for ITSM tool up-gradation and did testing for all functionality related to Problem Management & Change Management • Needs configuration management information to build and verify valid test environments in the development phase of the new release. • Trained customers and management on planning and coordination to protect the production environment. • Publishing the KPI’s for MIM, Problem and change management.

• Leading and managing NOC Operations and 34 NOC engineers and service desk engineers.• Develop and implement a training calendar on technical skills in discussion with IBM and Bharti Airtel NOC Operation Managers. • Performance monitoring prepare and monitor NOC Operation and each team members performance and keep client and managers informed. • Capable in handling client calls, visits, escalations. • Adhere to incidents management, problem management and availability management services. • Coordinate with Team & take immediate action in case of Severity 1 or 2 issue reported and ensure that they will get resolve before SLA Breach. • Hosting bridge calls with Multi business and support entities, continuously follow-up with support team for relevant notification updates & drive resolution. • Conducting post incident review with Problem management providing them Incident recovery plan. • Monitoring 7000+ servers and 300+ business critical application of IBM. • Working on various monitoring tool like IBM Tivoli and ITNM, TNSQM and Wats-up gold, Wily. • Managing & publishing Op-stat, NOC Analysis & High Severity Report, Infratel & DR Outage. • Sharing the analysis of low business impact incident with senior management on daily basis. • Report to Management on Daily, Weekly and Monthly basis on server performance by acquiring reports through ITM Tool. • Follow the ITIL and NOC governance procedure. • Day to day activities include: 24/7 monitoring and assign task and responsibilities to team of L1. • Prepare NOC dashboard, NOC analysis, Critical pending report and High Severity report. • Handling global NOC including India, Sri Lanka, Bangladesh and Africa. • Publish daily NOC report and incidents, service request and change request to client and belongings team and provide Weekend Activity update.

• Ensure appropriate severity and business priority is assigned to incidents • Monitoring 7000+ servers and 300+ business critical application of IBM. • Ensure incidents are communicated to appropriate responder commensurate with SLAs. • Escalate Business issues where appropriate. • Overall responsibility for the resolution of all incidents till closure. • Monitoring the status and progress towards resolution of assigned incidents. • Escalating the issue as necessary per established escalation process. • Be accountable on resolution SLA across all domains.