Prashant Bapat Email & Phone Number

Mumbai, Maharashtra, India

Client: AVIVABusiness requirement Gathering, designing E2E solution, creation of workflows, preparation of HLD etc.…Participation in assessing automation opportunities and providing solution using suitable tools such as Service Now, Ansible, BladeLogic (TSSA), TSO, RPA etc… Preparing Business Case to depict Cost vs Savings to the Account, where Cost factor is coming from manual effort & the associated automation development cost and Cost savings from the actual automation effectiveness. Collaborating with the automation development team to design and implement innovative solutions that streamline operations and reduce manual effort.Spearheaded a cross-functional team to develop and deploy automation solutions, leading to increase in operational efficiency and a reduction in manual processes.Knowledge and/or experience working with Automation Development team that was diligently applying Scrum principles, practices, and theory.Experience in tracking scrum projects with Jira Tool.Siemens Healthcare :Analysis of data streams, understanding of integrations (endpoints, data required….) and of SSR process in the E2E landscape of tools.Support ITSM daily (defect handling, SSR design documentation, SCR design documentation for new transactions such as Workplace, Network SDN etc..

Mumbai Area, India

Client : UK First Group, Britvic soft drinks limited, KPMG | France NESSIE, RHODIASupervising the comprehensive management of service delivery for multiple high-profile clients, ensuring adherence to service level agreements and maintaining exceptional service quality across all operational facets.Coordinating cross-functional teams to implement IT service management processes, focusing on incident, problem, and change management to enhance service reliability and customer satisfaction.Developing and maintaining detailed project plans, ensuring alignment with client expectations and organizational objectives while managing resource allocation and budgetary constraints.Facilitating regular communication with stakeholders to provide updates on service performance, addressing any concerns and implementing corrective actions as necessary to maintain service excellence.Leading initiatives aimed at process improvement, utilizing data-driven insights to identify areas for enhancement and implementing best practices to optimize service delivery.Successfully reduced incident response times, improving customer satisfaction and operational efficiency through targeted service improvement initiatives.Earned recognition for exemplary service delivery, receiving multiple accolades from senior leadership for consistently upholding high standards of service quality and client satisfaction.Played a pivotal role in the successful implementation of a major IT transformation project, resulting in enhanced service capabilities and increased operational efficiency.Achieved a notable reduction in service credits by effectively managing P1 incidents, resulting in substantial cost savings for the organization. Recognized for outstanding performance in service delivery, receiving commendations from clients for effective issue resolution and proactive communication.

Mumbai Area, India

Client Name: France Gemalto• Manage Priority 1 and 2 escalations. Ensure other P2s & P3s are in line with SLA.• Drive CRITICAL communications whenever necessary in case of huge business impact (Regional or Worldwide) on sensitive applications.• Participate in communications between Gemalto IT Managers/Third parties/AO to update about Major Incidents affecting the business of the customer & Major planned changes.• Co-ordinate for incidents between Gemalto IT Managers/Third parties/AO.• Use KIWI tool for scheduling reports (Measurements & KPIs)• Participated in change management meeting (CAB) and ensured changes are executed as expected.

Mumbai Area, India

Clients Name: Netherlands- Akzo Nobel, DSM, Draka Holding, Sanoma, Hilton Foods Group, Schlumberger, KPN, NXP, Philips• Involve in Priority1 situation with the technical teams to avoid process gaps. Also help the support groups in case of critical issues and make aligned as per Process Manual.• Perform spot checks for priority1s ensuring Service quality is delivered to the customer. Manage non-standard changes and perform spot checks to ensure correctness of change Management process. • Coordinate periodic brainstorming sessions to identify “fixes” or “workarounds” for recurring issues and Problems. • Perform trend analysis and establish baselines for incidents and problems Establish trend analysis as a standard vehicle for proactive problem management. • Maintain close coordination across all service groups for resolution of incidents/problems in-volving multiple groups. • Collect and publish metrics and measurements to provide service status. • Monitor and follow-up open tickets on a daily/weekly basis for successful closure within SLA. • Ensure correct status of the tickets (e.g. WIP, WFC) and take necessary action for early closure of long pending tickets. • Review and improve filling of log comments, ensuring correctness, completeness, clarity and timeliness. • Assist in creation and management of all process documentation related to incidents and problems. • Drive process and procedural improvements to achieve better service efficiency. • Conduct periodic reviews and audits of all incident and problem related documentation

Mumbai Area, India

Client Name: Netherlands ING Bank and Philips• Onsite administration and support for messaging environment. • Implementation and the maintenance of systems. • Performance optimization, fine tuning and backup-restoration of Lotus Notes or Domino. • Setup administration and maintenance of Quick Place and Sametime. Administration and support and maintenance of Group User Management (GUM) workflow tool/application within environment• Attending offshore, internal knowledge sharing and GUM meetings. • Responsible for incident management and solving change requests for the issues related to GUM tooling. • Raising problem and service reports (PR’s, SPR’s) as and when new issue is noticed in test OR production environment. • Responsible for testing the fixes/software delivered to us in test and production environment to resolve issues within agreed timeframe. • Managed the administration, support, maintenance and standby for ING environment of notes applications hosted on domino servers.

Mumbai Area, India

IBM Lotus notes messaging, sametime and quickplace applicationsClient Name: Atos Origin, Intelenet global services limited and HDFC standard life insurance

Mumbai Area, India

A Wipro franchiseeClient Name: CCIL, Tata indicomWorked under the guidance of senior engineers and team lead to learn the troubleshooting hardware, software & the networking issues and related problem resolution process. Installing, configuring OS & other required software programsInstall & configure systems like formatting, partitioning, upgrading, OR replacing hardware components namely memory, CPU, network cards etc.

Mumbai Area, India

Client Name: ICICI infotech, IDBI bank, HDFC bank, Facility Management Engineer | IT Helpdesk

Master Of Business Administration (Mba), Information Technology, A

Bachelor'S Degree, Computer Programming Languages, A+

Bachelor Of Commerce (B.Com.), Business/Commerce, General, B