Prashant Devlekar Email & Phone Number

Pune, Maharashtra, India

• Responsible for managing Incident Management Lifecycle to restore service levels as quickly as possible and to minimize the negative impact on business operations and customers.• Point of contact for all Major Incidents• Represent the first stage of escalation for Incidents• Responsible for timely notification and escalation of reported incidents / problems within given SLAs via phone, email or SMS• Document troubleshooting activities and resolution details in the Incident… Show more • Responsible for managing Incident Management Lifecycle to restore service levels as quickly as possible and to minimize the negative impact on business operations and customers.• Point of contact for all Major Incidents• Represent the first stage of escalation for Incidents• Responsible for timely notification and escalation of reported incidents / problems within given SLAs via phone, email or SMS• Document troubleshooting activities and resolution details in the Incident Work Notes, to provide an accurate timeline• Document After Action Report (AAR) within 48 hours of Major Incident resolution where the Priority is 1-Critical, and the impact involves a Critical Business Application or Core Infrastructure Service• Identify, initiate, schedule and conduct incident reviews• Ensure the closure of all resolved and end-user confirmed Incident records• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable. Show less

Mumbai, Maharashtra, India

• Leading Data Quality Issue Management Helpdesk & Incident Management to define process and guidelines which can be used to perform BAU for team working 24*7 across three different Global sites.• Investigate the issues identified in Data Quality monthly scorecards and disposition them appropriately• Support DQ issue remediation via Issue Management Resolution (IMR) process and other strategic and tactical resolutions• Resolving data issues by interacting with multiple functions… Show more • Leading Data Quality Issue Management Helpdesk & Incident Management to define process and guidelines which can be used to perform BAU for team working 24*7 across three different Global sites.• Investigate the issues identified in Data Quality monthly scorecards and disposition them appropriately• Support DQ issue remediation via Issue Management Resolution (IMR) process and other strategic and tactical resolutions• Resolving data issues by interacting with multiple functions like country Finance, FRSS and Global Data Services teams• Manage relationships with key business owners and subject matter experts for a Data Repository system i.e. GENESIS• Coordinating with the team in charge of the daily and monthly review and adjustments cycle• Prioritize material issues and directing operations units to investigate and resolve root causes while facilitating the appropriate escalation process and ensuring that corrective action are taken• Delivers on time high quality audit reports, Internal Audit and Regulatory issue validation.• Direct responsibility for timely resolution of CAPS or audit comments• Owns, maintains, and monitors the controls / MCA / SOPs over the accuracy and integrity of financial processes • Support, prioritize and coordinate any project/Controls needed to mitigate identified risk, roadblocks or issues impacting the daily or Month End Close DR processes.• Lead Process Improvement Initiatives to ensure delivery of Re-engineering commitments• Identify improvement opportunities, process risks, gaps or any help needed and communicate with business analyst & direct manager in a timely manner.• Produce and present senior management meaningful metrics highlighting key indicators, issues and remediation status, progress on strategic initiatives related to GENESIS• Provide timely and effective feedback. Effective communications with team members, manager and customers. Show less

Mumbai, Maharashtra, India

Ensuring smooth flow of IT Services for the assigned sites within stipulated budget• Coordinating with Vendors and Platform leads for renewal of assets.• Managing the asset inventory validation monthly and quarterly• Proposals to benefit the organization in terms of asset and cost.• Coordinating with onsite engineers for Asset verification, Sample Auditing and Inventory for self assessment of Risk and Control of End user services.• Ensuring that the training (process… Show more Ensuring smooth flow of IT Services for the assigned sites within stipulated budget• Coordinating with Vendors and Platform leads for renewal of assets.• Managing the asset inventory validation monthly and quarterly• Proposals to benefit the organization in terms of asset and cost.• Coordinating with onsite engineers for Asset verification, Sample Auditing and Inventory for self assessment of Risk and Control of End user services.• Ensuring that the training (process trainings, technical trainings, communication & soft skills) needs are met for the staff.• Preparation and presentation of Monthly APARs report for clients• Updating individual’s Performance Dashboard on monthly basis. Providing Quarterly Feedback, conducting Annual Appraisal meetings and rating their performance.• Coordinating with all site engineers at various branches of Citibank for addressing and discussing their issues or hurdles in site management.• Drive service improvement plan to improve service availability & performance against agreed service levels• Leading service desk team of 8 members for 1st level troubleshooting of desktop, printer and laptop issues with respect to login access, application support, FAQs• Assisting the Asset Management Manager in handling the process related issues to coordinate with financial department, Business Teams and Desktop Engineers.• Applying procedures to measure and maintain the asset accuracy.• Worked as Trouble Shooter in case user is not clear about the process.• Preparing all the client report on daily, Weekly and Monthly Basis with respect to logged calls, asset verifications to check and compare with the defined SLA and OLA.• End User Support Services driven to manage costs and establish strategic, mutually beneficial partnerships and relationships with users, vendors and service providers.• Close coordination with other ITSM lines viz. Incident Management, Problem Management, Change Management. Show less

Pune

• Responsible for the proactive and timely resolution of technical problems within a large data center.• Providing leadership in problem analysis, including root causes identification, analysis, and process improvement planning.• Dealing with a team of technical staff responsible for server operations, network operations, software & hardware technical support functions.• Responsible for implementing the processes and tools related to Problem Management.• To work on proactive… Show more • Responsible for the proactive and timely resolution of technical problems within a large data center.• Providing leadership in problem analysis, including root causes identification, analysis, and process improvement planning.• Dealing with a team of technical staff responsible for server operations, network operations, software & hardware technical support functions.• Responsible for implementing the processes and tools related to Problem Management.• To work on proactive problem management (the very crucial area) by preventing incidents from occurring or recurring by identifying weaknesses or errors in the infrastructure and proposing applicable resolution with necessary level of time and resources.• Process reporting on KPI’s and SLA’s as per agreements & to define, implement and analyze process performance reports to identify process improvement areas and propose corrective actions and measurements.• Also responsible for managing Incident Management Lifecycle to restore service levels as quickly as possible and to minimize the negative impact on business operations and customersIn the role of Incident and Problem Manager• Responsible for the proactive and timely resolution of technical problems within a large data center.• Providing leadership in problem analysis, including root causes identification, analysis, and process improvement planning.• Dealing with a team of technical staff responsible for server operations, network operations, software & hardware technical support functions.• To work on proactive problem management (the very crucial area) by preventing incidents from occurring or recurring by identifying weaknesses or errors in the infrastructure and proposing applicable resolution with necessary level of time and resources.• Process reporting on KPI’s and SLA’s as per agreements & to define, implement and analyze process performance reports to identify process improvement areas and propose corrective actions and measurements. Show less

Mumbai, Maharashtra, India

In the role of Business Continuity Manager• Developing and assisting with the implementation of all the exercises for validating the business continuity plans.• Review of documentation of BIA/ARP in CoBtrac tool & Pre/Post test results, coordination for associate Criticality updates.• Coordination with application managers and BCP testing team for timely testing and assessment of results.• Analyze impact on, and risk to, essential business functions or information systems to… Show more In the role of Business Continuity Manager• Developing and assisting with the implementation of all the exercises for validating the business continuity plans.• Review of documentation of BIA/ARP in CoBtrac tool & Pre/Post test results, coordination for associate Criticality updates.• Coordination with application managers and BCP testing team for timely testing and assessment of results.• Analyze impact on, and risk to, essential business functions or information systems to identify acceptable recovery time periods and resource requirements.• Develop emergency management plans for recovery decision making and communications, continuity of critical departmental processes, or temporary shut-down of non-critical departments to ensure continuity of operation and governance.• Review existing disaster recovery, crisis management, or business continuity plans.• Establish, maintain, or test call trees to ensure appropriate communication during disaster.• Reviewing & Assessments of RPO, RTO, Resiliency levels for business critical applications, Primary site production failover capability - Alternate site CoB failover capability (including gaps between the Prod and CoB environments).• Interpret government regulations and applicable codes to ensure compliance.• Write reports to summarize testing activities, including descriptions of goals, planning, scheduling, execution, results, analysis, conclusions, and recommendations.• Create or administer training and awareness presentations or materials. Show less

Mumbai, Maharashtra, India

• Leading service desk team of 8 members for 1st level troubleshooting of desktop, printer and laptop issues with respect to login access, application support, FAQs• Assisting the Asset Management Manager in handling the process related issues to coordinate with financial department, Business Teams and Desktop Engineers.• Applying procedures to measure and maintain the asset accuracy.• Worked as Trouble Shooter in case user is not clear about the process.• Preparing all the… Show more • Leading service desk team of 8 members for 1st level troubleshooting of desktop, printer and laptop issues with respect to login access, application support, FAQs• Assisting the Asset Management Manager in handling the process related issues to coordinate with financial department, Business Teams and Desktop Engineers.• Applying procedures to measure and maintain the asset accuracy.• Worked as Trouble Shooter in case user is not clear about the process.• Preparing all the client report on daily, Weekly and Monthly Basis with respect to logged calls, asset verifications to check and compare with the defined SLA and OLA.• Responsible for managing Incident Management Lifecycle to restore service levels as quickly as possible and to minimize the negative impact on business operations and customers.• Responsible for timely notification and escalation of reported incidents / problems within given SLAs via phone, email or SMS• Develop and test the plan Business Continuity Plan and Co-ordinate with the supporting units and vendors to execute CoB drill to ensure successful execution of the CoB Plan.• Demonstrate various CoB tests to test the preparedness & effectiveness of the plan. Show less

Mumbai, Maharashtra, India

• ATM monitoring through Routers.• Co-coordinating with relevant people to solve the various problems related to ATM.• Handling escalated ATM issues with vendors.• Handling general office administration work

Master'S Degree, Business/Commerce, General

Bachelor Of Commerce - Bcom, Business/Commerce, General

Ssc