Sameer Kaduskar Email & Phone Number

Pune, Maharashtra, India

Currently handling team of 28 members across India, Dubai & Madrid location.Hands on experience related to RIMS – Remote Infrastructure Management.Implementation of ITIL process including Incident, Change, Knowledge Management and CMDB for better ITSM on ServiceNow. Work association with IT Management to align ServiceNow with IT organization strategy.Expansion of ServiceNow projects with international clients like customers from Spain, United Kingdom, increase in hosted… Show more Currently handling team of 28 members across India, Dubai & Madrid location.Hands on experience related to RIMS – Remote Infrastructure Management.Implementation of ITIL process including Incident, Change, Knowledge Management and CMDB for better ITSM on ServiceNow. Work association with IT Management to align ServiceNow with IT organization strategy.Expansion of ServiceNow projects with international clients like customers from Spain, United Kingdom, increase in hosted customers etc.Major migration of business process from Dubai & US team to India team. Had been for onsite visit to United Arab Emirates for end to end Service desk migration process.Integration of Web services for B2B communication related to change management. Responsible for the development of change management using workflows and the business rule.Have worked upon the SSO Integration using Digest token. Have customized the login process to ServiceNow using SAML V 2.0. Automation of approvals and change process was achieved by using task based approach i.e. executing scripts in workflows and application of business rule.Have developed the end to end workflow required for the creation of knowledge article and process design for Incident and Problem Management. Configuration/Customization of the ServiceNow system including workflows.Provide configuration update support and functionality checking within the development cycle of ServiceNow. Developed system integrations and have worked on process automation.Hands on experience on providing business solutions, customer relations, schedule, budget, resources, risks etc. Resolving escalated customer issues & providing guidance to the team through knowledge sharing sessions.Communicate all process and client changes via direct reports within specific timelines andMaintain change management.Assist in transformation of business into team and implementation for productivity improvement initiatives.Fostering the development of team. Show less

Pune, Maharashtra, India

Had handled team of 8 members.Initiated & successfully implemented ITL knowledge on Change Management process.Defined Roles & Responsibilities for client role, service desk team, support team followed by documentation.Introduced new technology example - Ticket flow process.Handling & maintaining records in monitoring tool for all Scheduled / Unscheduled, excused downtime and communicate the same to international & national clients.Reviewing Service Desk tool backup… Show more Had handled team of 8 members.Initiated & successfully implemented ITL knowledge on Change Management process.Defined Roles & Responsibilities for client role, service desk team, support team followed by documentation.Introduced new technology example - Ticket flow process.Handling & maintaining records in monitoring tool for all Scheduled / Unscheduled, excused downtime and communicate the same to international & national clients.Reviewing Service Desk tool backup /restoration schedule with sanity check.Preparing IT Infra reports which includes Server, Database & Application availability, and network availability.Periodically verifying Internet & Intranet link utilizations.Review dashboards/ data reports on daily basis, provide constructive feedback to higher management & customers.Implementation of Service Desk Best Buddy program to encourage & execute quality parameters within the team.Perform analysis for the external & internal errors followed by providing feedback to the team members.Resolving escalated customer issues & providing guidance to the team through knowledge sharing sessions.Communicate all process and client changes via direct reports within specific timelines andMaintain change management. Show less

Pune, Maharashtra, India

Responsible for a handling a team of four membersSetting up new & maximum processes like handling ticket process, escalation process and SLA management process.Setting up internal process like Incident Management.Reviewing change request & analysis of Incident raised.Handling vulnerability assessment, penetration test results & follow up with respective teams for closure.Reviewing Service Desk tool backup /restoration schedule with sanity check.Monitoring new resources… Show more Responsible for a handling a team of four membersSetting up new & maximum processes like handling ticket process, escalation process and SLA management process.Setting up internal process like Incident Management.Reviewing change request & analysis of Incident raised.Handling vulnerability assessment, penetration test results & follow up with respective teams for closure.Reviewing Service Desk tool backup /restoration schedule with sanity check.Monitoring new resources within the team and hand hold them to understand the client environments.Monitor, identify and resolve performance/behavior/attendance issues using the performance management technique. Show less

Pune, Maharashtra, India

Handling TicketsMonitoring CPU Memory and Disk utilizationsMaintaining reports in excel and PowerPoint

Pune, Maharashtra, India

Handling TicketsMonitoring server & database

Pune, Maharashtra, India

Handling Escalation calls from the TATA CustomersPreparing SLA Adherence & Average handling time of a call report on daily basis & weekly basisHandling Voice of CustomerHandling Audit team for number of SR’s raised by Customer care executiveConducting weekly meeting with SDL for providing RCA - Root, Cause, and Analysis for the calls which were not adhered by the respective teams.

Pune, Maharashtra, India

Handling Customer & their queriesHandling Centralize MIS for Maharashtra regionHandling Back office team for Sanctions & Disbursement

Itil V3 Foundation Certified

Education record

Education record