Satish Appu Email & Phone Number

Netherlands

Eindhoven, North Brabant, Netherlands

• ITSM Process Operations and Governance.• Process and policy documentations.• Execute and report IT controls.• Manage Service Catalogue.• Maintain Configuration Management Database.• Review and approve change requests.

Netherlands

• Managing the life cycle of Service Operations such as Event, Incident , Problem , Service Request, Knowledge management and IT Operational documentations.• Driving the efficiency and effectiveness of the processes within Service management.• Conduct process improvements.• Performance evaluation of the technical groups by reporting management information, service level management and visualize the performance through defined set of dashboards. • Track and ensure that the… Show more • Managing the life cycle of Service Operations such as Event, Incident , Problem , Service Request, Knowledge management and IT Operational documentations.• Driving the efficiency and effectiveness of the processes within Service management.• Conduct process improvements.• Performance evaluation of the technical groups by reporting management information, service level management and visualize the performance through defined set of dashboards. • Track and ensure that the contractual commitments and service levels are being met using Service Reports detailing performance against the targets and thresholds set out in the customer's Service Level Agreements. Ensure all the failures has a Service Improvement plan developed and implemented to address recurring issues.• Proactive analysis and trending of statistical data and performance reporting in order to identify recurrent problems and potential capacity and performance issues.• Ensure all the technical groups abide to the operational level agreement.• Ensure the service targets are aligned with all functional groups and is met in accordance with the contractual commitment. Show less

Customer : TrygTool : BMC Remedy, ServiceNowService Integrator: (1) Responsible for managing multiple suppliers in terms of daily operations and deliverable.(2) As a Service Integrator I manage Service Integration Governance, business, tools & information.(3) Manage service providers and contracts , agree an operating level agreement with individual suppliers.(4) Manage end to end services, align scope and specifications across provider contracts.(5) Manage… Show more Customer : TrygTool : BMC Remedy, ServiceNowService Integrator: (1) Responsible for managing multiple suppliers in terms of daily operations and deliverable.(2) As a Service Integrator I manage Service Integration Governance, business, tools & information.(3) Manage service providers and contracts , agree an operating level agreement with individual suppliers.(4) Manage end to end services, align scope and specifications across provider contracts.(5) Manage relationships and collaboration with and between service providers.(6) Implementing ITSM processes & best practice.Service Level Manager:(1) Track and ensure that the contractual commitments and service levels are being met using Service Reports detailing performance against the targets and thresholds set out in the customer's Service Level Agreements. Ensure all the failures has a Service Improvement plan developed and implemented to address recurring issues.(2) Proactive analysis and trending of statistical data and performance reporting in order to identify recurrent problems and potential capacity and performance issues.Incident & Problem Manager:(1) Monitoring the tickets and taking the actions necessary to meet service targets(2) Managing Major Incidents - Incidents that are critical & with higher impact. (3) Managing user escalations for Incidents and user service requests(4)Suggesting and implementing improvements in the process related area. (5) Problem Management lifecycle.Relationship Management(1) Act as the customers’ advocate ensuring that their business requirements and service expectations are understood by the relevant operational and support teams.(2) Align with senior management level of the customers(3) Excellent in relationship management with customers and colleagues(4) Track and manage the customer experience throughout the customer lifecycle and in line with agreed timescales.Risk Manager: (a) Risk Identification, (b) Risk Analysis,(c) Risk Treatment. Show less

Bristol, United Kingdom

Customer : Friends Life,Tool : Assyst,Location : Bristol , United Kingdom.(1) Driving the efficiency and effectiveness of the incident management process (2) Producing management information, including KPIs and reports (3) Developing and maintaining the incident management system (4) Driving, developing, managing and maintaining the major incident process and associated procedures (5) Reviewing and auditing the process (6) Ensuring that all IT teams follow… Show more Customer : Friends Life,Tool : Assyst,Location : Bristol , United Kingdom.(1) Driving the efficiency and effectiveness of the incident management process (2) Producing management information, including KPIs and reports (3) Developing and maintaining the incident management system (4) Driving, developing, managing and maintaining the major incident process and associated procedures (5) Reviewing and auditing the process (6) Ensuring that all IT teams follow the incident management process for every incident (7) Monitoring the effectiveness of incident management and making recommendations for improvement Show less

Kolkata Area, India

Customer : Friends Life,Tool : Assyst,Location : Kolkata, India.Major Incident Manager (1) Impact Assessment (2) Categorization and Prioritization of Incidents reported. (3) Facilitate and co-ordination of the technical teams. Identification of the Issue. (4) Manage communications with the stakeholders with respect to the impact and update of the progress of the issue and plan accordingly to fix the issue to minimize the downtime. (5) Report… Show more Customer : Friends Life,Tool : Assyst,Location : Kolkata, India.Major Incident Manager (1) Impact Assessment (2) Categorization and Prioritization of Incidents reported. (3) Facilitate and co-ordination of the technical teams. Identification of the Issue. (4) Manage communications with the stakeholders with respect to the impact and update of the progress of the issue and plan accordingly to fix the issue to minimize the downtime. (5) Report Management.Problem manager (1) Proactive Problem Identification (2) Problem Categorization and Prioritization (3) Problem Diagnosis and Resolution (4) Problem and Error Control (5) Problem Closure and Evaluation (6) Major Problem Review (7) Problem Management Reporting Show less

Kolkata , India

(1) Work Order management(2) Allocation Management(3) Contract Management System(4) Report generation and Sharing(5) Competency Development.

Kolkata Area, India

(1) Install, upgrade, support and troubleshoot Enterprise Applications hosted onWindows Server 2000/2003/2008(2) Install, upgrade, support and troubleshoot Enterprise Applications running onMicrosoft Terminal Services(3) Ensure desktop computers interconnect seamlessly with diverse systems includingassociated validation systems, file servers, email servers, application servers, andadministrative systems(4) Diagnose and quickly resolve a wide range of Windows… Show more (1) Install, upgrade, support and troubleshoot Enterprise Applications hosted onWindows Server 2000/2003/2008(2) Install, upgrade, support and troubleshoot Enterprise Applications running onMicrosoft Terminal Services(3) Ensure desktop computers interconnect seamlessly with diverse systems includingassociated validation systems, file servers, email servers, application servers, andadministrative systems(4) Diagnose and quickly resolve a wide range of Windows applications and networkingproblems to help minimize downtime(5) Troubleshooting network connectivity in a LAN/WAN environment(6) Requesting and coordinating vendor support(7) Develop trends by monitoring and analysing incoming calls, problems and supportrequests Show less

Kolkata Area, India

(1) Manual Testing of Blood Glucose Meters (One Touch) and Test Strips.(2) Compatibility testing - LifeScan Software in different operating systems.

Kolkata Area, India

(1) Help and advice to customers using your organisation's products or services.(2) Handling customer complaints or any major incidents.(3) Keeping accurate records of discussions or correspondence with customers(4) Managing user complaints and provide first level solution/support.

Bachelor'S Degree, Biotechnology, 79.68%

Activities and Societies: Vice President of BIOTIKOS (2007-2008). BIOTIKOS :The Biotechnology Students’ Association at SASTRA University..

High School, Biology/Biological Sciences, General, X - 89.46%, Xll - 94.67%

Activities and Societies: Representing School - Rotary Club President. Promoting Green Revolution, headed my team and planted saplings.

Primary And Secondary Education, Primary & Secondary Education