Smita Jadhav Email & Phone Number

Jersey City, Nj, Us

New York, Ny, Us

San Francisco, Ca, Us

Charlotte, Nc, Us

 Managing and coordinating the root causes analysis for incidents and defining measures that contribute to the overall improvement of IT operations and its processes. Plan, lead and control Problem Management with focus on prevention of Incidents. Take over responsibility for problem management of Major and high impact Incidents. Organize, structure and steer problem management calls with all necessary participants such as operations, service delivery management, technical experts and suppliers. Conduct the Root Cause Analysis (RCA) and identify technical root cause. Request official root cause statements from suppliers. Identify all possible improvements regarding processes, people, governance and platforms. Assuring that the necessary sustainable solutions with committed responsible persons and due dates are recorded. Track the progress of the action items and solution until completion. Perform Proactive Trend analysis on low priority incidents to raise proactive problems and to eliminate errors in the infrastructure.

95877 Bezons, Fr

Team Lead - Incident, Change and Problem Management (Jan 2014 – Sep 2016): Drive Incident Management process to ensure Incidents are resolved within SLA and action items defined to invoke the Problem Management Process. Coordinate bridge calls for major incidents to bring together all teams and vendors required to resolve the incident Ensure that incident ticket communication/documentation is accurate, timely, clear, and concise Define and Drive process and procedural improvements to achieve better service efficiency. Escalation management for any reported escalations. Process audit and compliance checks. End to End Improvement of Projects using Lean methodologies and analysis like Demand Vs Capacity, Productivity variability for optimal utilization of Resources and cost savings Managed small projects for intake and transition of new servers and operational improvements. Support transition of new services to ensure process requirements are fulfilled for Go live Conduct new hire process related training session. Team and Performance Management Conduct performance review meetings with stakeholders, SDM’s and customerProblem Management (Aug 2013 – Dec 2013): Accountable for end to end problem management activities for Netherland’s leading paint company. Own all problem tickets and drive resolver groups for delivery of the Root Cause Analysis and define improvement actions. Communicate, facilitate, and own all Problem Mgmt. Calls and drive subsequent action items (Ais) to completeness. Perform pro-active Problem management considering the volume of incidents, the significance by focusing on Priority 1 and 2 incidents and the trend and patterns of incident occurrence(s). Ensure high IT Service availability and user productivity, less disruption, reduced expenditure on fixes, and reduced costs in resolving repeat incidents as a result through Problem Management activities.

London, London, Gb

Problem Management (July 2011 – Aug 2013): Managed network of key clients like SGS, Agility, Hilton hotels, Thysenkrupp , Zeeman, Celio, Euromaster Worked on ITIL Service Support areas of Incident, Problem, Change and Service Desk  Trouble ticket (TT) resolution within SLA, tracking of TAT for customer TT resolution and report gaps Publishing & Analysing weekly & monthly trouble ticket report. Trend Monitoring & highlighting chronic issues to get permanent resolutions. Accountable for end to end management of Service assurance. This majorly involves handling incidents, problems and changes for assigned customer.  Ensure that all the planned activities are well informed to customer well before time to avoid escalations. Perform RCA’s for major issues and recurring issues. Producing detailed incident reports on major outage.Level 2 Assurance Engineer (Aug 2008 – June 2011): Providing Support, troubleshooting problem resolution & coordinating with vendor for problem resolutions. Responsible for diagnostics and remote troubleshooting of faults for global data clients by telnet/SSH onto the various network devices like Cisco Routers, Switches and also firewall devices like Juniper Netscreen. Also responsible for progressing faults appropriately through to resolution within specified SLA Utilize network management software to proactively isolate problems in real-time. Troubleshooting xDSL, ISDN, MPLS, and Lease Line circuit issues including contacting vendor if applicable. Troubleshooting of routing protocols like EIGRP, BGP, and OSPF. Troubleshooting of GRE, IPSec tunnels and slow network performance issues Troubleshooting of redundancy protocols HSRP to maintain network availability for the client Detailing trouble and network issues before escalating to other groups, this includes details that follow the General Problem-solving Model. To deploy and coordinate with Field Engineer for any appropriate problems

Mumbai, Maharashtra, In

L2 Executive Network Support (July 2007 – Aug 2008) Managing national and international backbone IP network and coordination with the concerned teams on any network outages and also taking proper measures to avoid traffic congestion. Troubleshooting Customers issues using routing protocols like BGP, OSPF and MPLS VPN. Advertising Customer’s IP Pool globally with the use of RADB Software.  Documentation of all backbone related problems on daily basis. Primary hardware related troubleshooting on Cisco routers and escalating to Cisco Tac for root cause analysis Escalation of issues to Tata Communications upstream provider, Global Tire ISPs and site admins in case of any routing or application layer issues other than home network.

Mumbai, In

 Troubleshooting customer’s queries regarding Internet connection, LAN setup, E-mail, Broadband router configuration online through phone & personal visits. Crimping cables, install software's for customers. Generating complaints for modem replacement, cabling problem.  Documentation of Broadband customer’s issues. Configuring Linksys, Netgear, TP- Link, Cisco Soho router