Pranav Kumar Email & Phone Number

Bangalore Urban, Karnataka, India

Bangalore Urban, Karnataka, India

• Responsible for managing Major and Critical (P1 & P2) incidents for an external client.• Responsible for Bridge Management, Escalations and Client / Leadership Notifications.• Triage the incoming escalations to quickly assess the business impact on the customers and establish that the right severity is assigned and communicated both internally and to the customer to set expectations • Drive customer escalations to resolution. Escalate to resources in support and establish checkpoint calls and action items to ensure that progress is made, and status updates are delivered on time. • Demonstrate cross-functional leadership while establishing ownership of escalations. • Ability to multitask under pressure • Deriving product and process improvements from every incident and submits necessary feedback for improvements - this includes implementing proactive measures to lower escalation rate • Conducting the Root Cause Analysis (RCA) with the Client within Service Level Agreement (SLA) and preparing a corrective & preventive action plan with the client• Participate in on-call rotations and Audit and Compliance checks.• Initiating Turnover Calls and maintain database of all major issues reported on regular basis. • Full accountability for customer specific support models/services globally including management of both internal and external resolver groups.• Identifying the areas of improvement and implemented the Service Improvement plans along with the Process teams• Developed, streamlined, digitalized and automated the Incident Management templates.• Responsible for voice recording and video release of the Major Incident Management trainings.• Providing trainings to the new team members on the tools, processes, and work procedures.• Work with the respective teams regarding any technical change that needs to be implemented

Bengaluru Area, India

• Change/Release Management And Helping the Specialists and Engineer I with their real time queries• Creating, reviewing, and updating Change Records and Change Tasks on behalf of Application Support Teams.• Engaging and collaborating with multiple teams during Release/Change Implementation.• Responsible for performing and tracking the post-implementation review for Changes implemented by Application Support teams. • Responsible for tracking and calling out conflicts in the Scheduled Changes and determining if the Changes are safe to be implemented simultaneously or if they need to be rescheduled. • Responsible for sending out the Change Implementation Communications to Stakeholders as per defined SLAs - Prior to Change, Regular updates during Change Window and After the Completion of the Change. • Reporting Activity: Responsible for preparing reports such as C-Dart and Monthly Change Review documents to track and analyze the Changes implemented.

Bangalore

Bachelor Of Engineering (Be), Electrical, Electronics And Communications Engineering

Education record

Education record