Prashant Karale Email and Phone Number

Major Incident Manager (MIM) (4.6 years) Responsible for the entire Major Incident Management Process to provide resolution to all the Major incidents within the SLAs agreed and provide overall status of the Major incident resolution process periodically. Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs. Opening a Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved. Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration. Coordinating with the respective SMEs for speedy resolution of the Major Incident. Ensuring the Major incident is resolved within the SLAs agreed with the Customer. Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high. Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed. Ensuring that all the resolution procedures are updated in the knowledge database / Work log. Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future.  Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process). Creating weekly CAB (Change Advisory Board) meeting report and review it in the weekly meeting.  Communicating with EOC, BOC and with Alert Media platform for widespread major issues.  Identifying and implementing MIM process improvement plans. Reviewing Emergency, Major, Minor and Standard changes along with Change management dashboard and Change management emails.Tools used: Dynatrace, SCOM, Azure dashboard, PuTTy, SolarWind etc.NOC Engineer (3.7 years) Resolves enterprise network issues pertaining to protocols such as BGP, DHCP, OSPF, STP, DNS, VLAN, 802.1x, Distributed-Trunking, Radius, and TACACS.  Provide technical assistance to users to fix the issues related to Wi-Fi and LAN network. Handles and investigate on critical issues with network infrastructure.