Shashank Mishra Email and Phone Number

• Drive continuous Support improvement and improve Problem Resolution times.• Identify possible service quality issues affecting customers and bring them to the attention of the problem managers• Participation in escalation review meetings and post mortems.• Assembling the escalation team which includes incident owner, problem owner and other professionals in specified areas of expertise.• Demonstrated leadership in crisis management situation.• Provide leadership and direction to the service management function ensuring appropriate and robust service management and review frameworks are in place.• Ensure operational procedures and practices are well defined, documented and consistently applied• Collaborate very closely with Technical Support Line Managers to share responsibility of the escalation and prioritize the allocation of resources.

Major Duties:-•Managing and leading a team of 30-35 members of IT Service Operations as an Individual contributer from JD across India Region for providing better infrastructure support coordinating with different core teams.•Supporting left shift strategy for service desk and increase in FCR.•Monitor & Review the open backlog of tickets,SLA adherence and CSAT score and feedback.•Responsible for Defining KPI's and CSF's for the entire IT Service Operations team.•Using Excel Tool for Analysis on outages, recurring issues and improving the overall Incident Management process using ITIL methodology.•Responsible for driving Sessions with team members to improve the overall services and managing escalation for End users across Asia region.•Managing the continual service improvement process for defining and improving the overall support for End users using some innovative methods in the organisation.•Responsible for Initiating User awareness Sessions\Training\Forums at organsiational level.•Identifies and applies appropriate new information technology infrastructure components within a diverse environment as required to support strategic business plans and processes.•Supports projects that require contact with other IT Core departments at the unit, division, or enterprise level. There is some interaction with functional business partners on tactical issues and limited contact with suppliers.•Completes routine changes & improvements to existing processes, with some supervision. This may include modifying existing operating systems, designs, or program code. Responsible for communicating & recording change documentation. May create change processes for new situations or business requirements.Results:-•Achieved 99.9% SLA Adherence for India regional level.•FCR improved from 15% to 25%.•Ticket Count ratio vs User count ratio reduced.•CSAT increased from 72% to 85%.•Successful Implementation of Service Now tool coordinating with Global teams.

1)Managing India Operations providing EUC support for BCG Employees.2)Incident Management for Critical Issue on Service Now Tool.3)Led the Operations team for successfull rollout of windows 10 platforms across Asia region.4)Keeping a track of all the outages and was responsible for monthly reporting to Stakeholders.5)Implemented new technologies and methodologies to improve the End User Satisfaction.6)Increased the response rate of team by monitoring open incidents and preparing necessary KB's to provide quick resolution.

•Served as office lead for TOKYO site for 2 years for managing and supporting IT Infratsructure needs considering the clients requirements.•Collaborated with company vendors and management teams in initiating and developing a vendor continuity program that led to benefits such as better and user friendly experience.•Worked with HR for the rapid expansion of Support and Infrastructure Management teams to meet increased IT demands due to major company set up in Tokyo.•Visited TOKYO for understanding Business needs and had regular meeting with Stakeholders.•Provided Onsite Support for 2 months and Led Office Movement project for LONDON Office.•Responsible for coordinating with global teams for testing\Rolling out new advanced Tools & Applications for the entire organization.•Was responsible for managing local teams located in Europe offices remotely from New delhi.•Worked closely with project managers and stakeholders during the IT infrastructure upgrade to technologies like OS upgrade, Cloud based technologies.•Delivered all IT Services for wide spectrum for Product development teams by interfacing with virtual support teams across the globe.•Performed as a lead for all the major events in the organization where management expertise is required involving more than 200 to 300 users.•Work closely with the Technical Services Manager to ensure new customers are on-boarded with seamless handover / transition into „in-life‟ service.•Ensure quality, up-to-date documentation and KB's exists for all service arrangements. •Provide input into the divisional strategy with particular focus into opportunities to grow and/or enhance the service offered •Provide leadership and direction to the service management function ensuring appropriate and robust service management and review frameworks are in place.•Achieve consistent customer satisfaction ratings and respond appropriate to customer feedback on areas for improvement.

•Maintaining network and systems by managing product and capability roadmaps, establishing maintenance procedures, and working with systems administrators and other engineers to perform regular network maintenance •Troubleshooting user circuit outages including the data collection for problem isolation and verifying end-to-end system health after extended outages.•Resolving queries of the customer through providing first call resolution wherever possible and delivered IT Services Management (ITSM) solutions based on ITIL best practices.•Providing continuous service improvement and reducing SLA breach & Change related errors, better business/IT strategy linkage.*Incident Management on Service Now tool for all Dolby Employees\ FPOC for resolution.*Coordinating with different teams global teams for resolving Outages\Issues and Critical Incidents.*Account Creation\Modification\Deletion in AD for respective Employees.

~Server Monitoring Using VCC tool and IBM Tivoli Ping tool.~Incident Management- Service Now tool\HPSM7~IT Technical and Infrastructure Support.~Raised EPTW (Emergency Permit to Work) for onsite engineers and co-ordinated with best shore teams, onsite engineer’s team to resolve the issue ASAP to reduce the business impact.~Coordinated with the global account managing team and followed up with the change and incident queues to ensure the timely restoration of services~Opening Bridge Calls with Different Team for any critical incidents impacting Business globally.~Maintaining Required SLA and documenting the needed RCA for the incident rasied.~Worked as a Shift Lead for handling all the escalations and reporting to Asia head with all the documentation.~Responsible for preparing Monthly Report for clients on incidents worked and alerts received from the server.