Nitin Modi Email & Phone Number

Delhi, India

Noida, Uttar Pradesh, India

Noida, Uttar Pradesh, India

Gurgaon, Haryana, India

My roles and responsibilities are below (Incident - Problem - Change - Knowledge - Vendor - Vulnerability Management) - 1. Incident Management - Major Incident / High severity Incident handling along with tracking incident through out their incident life cycle. Following functional & hierarchical escalation matrix if required where it is applicable. Ensuring all the incident get resolved with SLA which agreed with client. Doing Proactive Incident Management where checking all ticket… Show more My roles and responsibilities are below (Incident - Problem - Change - Knowledge - Vendor - Vulnerability Management) - 1. Incident Management - Major Incident / High severity Incident handling along with tracking incident through out their incident life cycle. Following functional & hierarchical escalation matrix if required where it is applicable. Ensuring all the incident get resolved with SLA which agreed with client. Doing Proactive Incident Management where checking all ticket proactively & trying to figure out any repeated trend as per Proactive IM and asking RCA from technical support team. Auditing Incident and sharing observation with team.2. Problem Management - Reviewing RCA, Using 5 Why method for root cause identification , Tracking CAPA Tracker & chairing PERB meeting , Doing Proactive Problem Management. Reactive Problem Management followed as per process which is agreed with client. 3. Change Management - Attending CAB meeting, Chairing E-CAB meeting if emergency CR is there, Keep tracking RCA for Failed CR , Unauthorized CR. Reviewing all the CR with proper diligence, Pending CR dashboard, FSC and CAB agenda , Pre-CAB meeting for any impact to other services in Infrastructure. Auditing CR and sharing observation with team.4. Knowledge Management - Maintaining knowledge article of know error, root cause of the problem, validating & reviewing with coordination of SME. Active / De-active the knowledge article.5. Attending Client meeting on weekly and monthly basis.6. Tracking all the KPI report related to IPC.7. Continual Service Improvement plans ( Ticket count reduction / Ticket Quality / SLA - KPI percentage improvement ) have been executed and achieved.8. During the initial phase (AS IS stage) of project followed Service Operation and executed. (Incident Management / Problem Management / Event Management / Access & Service Request Management). 9. Tools experience - BMC Remedy , ServiceNow, Manage Engine , Maximo. Show less

My roles and responsibilities are below (Incident - Problem - Change - Knowledge Management) - 1. Incident Management - Major Incident / High severity Incident handling along with tracking incident through out their incident life cycle. Following functional & hierarchical escalation matrix if required where it is applicable. Ensuring all the incident get resolved with SLA which agreed with client. Doing Proactive Incident Management where checking all ticket proactively & trying to figure… Show more My roles and responsibilities are below (Incident - Problem - Change - Knowledge Management) - 1. Incident Management - Major Incident / High severity Incident handling along with tracking incident through out their incident life cycle. Following functional & hierarchical escalation matrix if required where it is applicable. Ensuring all the incident get resolved with SLA which agreed with client. Doing Proactive Incident Management where checking all ticket proactively & trying to figure out any repeated trend as per Proactive IM and asking RCA from technical support team. Auditing Incident and sharing observation with team.2. Problem Management - Reviewing RCA, Using 5 Why method for root cause identification , Tracking CAPA Tracker & chairing PERB meeting , Doing Proactive Problem Management. Reactive Problem Management followed as per process which is agreed with client. 3. Change Management - Attending CAB meeting, Chairing E-CAB meeting if emergency CR is there, Keep tracking RCA for Failed CR , Unauthorized CR. Reviewing all the CR with proper diligence, Pending CR dashboard, FSC and CAB agenda , Pre-CAB meeting for any impact to other services in Infrastructure. Auditing CR and sharing observation with team.4. Knowledge Management - Maintaining knowledge article of know error, root cause of the problem, validating & reviewing with coordination of SME. Active / De-active the knowledge article.5. Attending Client meeting on weekly and monthly basis.6. Tracking all the KPI report related to IPC.7. Continual Service Improvement plans ( Ticket count reduction / Ticket Quality / SLA - KPI percentage improvement ) have been executed and achieved.8. During the initial phase (AS IS stage) of project followed Service Operation and executed. (Incident Management / Problem Management / Event Management / Access & Service Request Management). Show less

Noida Area, India

My roles and responsibilities are below (Incident - Problem - Change - Knowledge Management) - 1. Incident Management - Major Incident / High severity Incident handling along with tracking incident through out their incident life cycle. Following functional & hierarchical escalation matrix if required where it is applicable. Ensuring all the incident get resolved with SLA which agreed with client. Doing Proactive Incident Management where checking all ticket proactively & trying to figure… Show more My roles and responsibilities are below (Incident - Problem - Change - Knowledge Management) - 1. Incident Management - Major Incident / High severity Incident handling along with tracking incident through out their incident life cycle. Following functional & hierarchical escalation matrix if required where it is applicable. Ensuring all the incident get resolved with SLA which agreed with client. Doing Proactive Incident Management where checking all ticket proactively & trying to figure out any repeated trend as per Proactive IM and asking RCA from technical support team. Auditing Incident and sharing observation with team.2. Problem Management - Reviewing RCA, Using 5 Why method for root cause identification , Tracking CAPA Tracker & chairing PERB meeting , Doing Proactive Problem Management. Reactive Problem Management followed as per process which is agreed with client. 3. Change Management - Attending CAB meeting, Chairing E-CAB meeting if emergency CR is there, Keep tracking RCA for Failed CR , Unauthorized CR. Reviewing all the CR with proper diligence, Pending CR dashboard, FSC and CAB agenda , Pre-CAB meeting for any impact to other services in Infrastructure. Auditing CR and sharing observation with team.4. Knowledge Management - Maintaining knowledge article of know error, root cause of the problem, validating & reviewing with coordination of SME. Active / De-active the knowledge article.5. Attending Client meeting on weekly and monthly basis.6. Tracking all the KPI report related to IPC.7. Continual Service Improvement plans ( Ticket count reduction / Ticket Quality / SLA - KPI percentage improvement ) have been executed and achieved.8. During the initial phase (AS IS stage) of project followed Service Operation and executed. (Incident Management / Problem Management / Event Management / Access & Service Request Management). 9. Tools experience - BMC Remedy , ServiceNow, Manage Engine , Maximo. Show less

Noida Area, India

My roles and responsibilities are - 1. Incident Management - Handling all P1 & P2 Incident and verification of MIN (Major Incident Notification).2. Coordinating with Client / Vendor / TAC.3. Performing testing circuit of problematic area.4. Attending Emergency Cab meeting for Incident resolution.5. Process training to support team members and within team.

developed "Customer Support System". RajCOMP, a State Agency, established under the Department of IT&C, Government of Rajasthan, is a leading consulting organization in the field of Information Technology. During the training session, We learned basic of ASP.net with C#. We also learned about Microsoft Visual Studio 2005/2008. Customer Support System is a Web application for online shopping on… Show more developed "Customer Support System". RajCOMP, a State Agency, established under the Department of IT&C, Government of Rajasthan, is a leading consulting organization in the field of Information Technology. During the training session, We learned basic of ASP.net with C#. We also learned about Microsoft Visual Studio 2005/2008. Customer Support System is a Web application for online shopping on which Customers can make request and get response using their respective login Accounts. Show less

B, Tech

Senior Secondary Rajasthan Board, Ajmer 71 % 2005 Secondary Rajasthan Board, Ajmer 82 %

B.Tech, Computer Science Engineering; Course

Education record