Snehal Parkar Email & Phone Number

Mumbai, Mh, In

Mumbai, Maharashtra, India

Mumbai, Maharashtra, India

- Responsible for Incident, Problem & Change management Lifecycle.- Ensure there are no Outage or business impact because of any change implementation performed by team. - All implementation plan to be reviewed, assessed for impact analysis. - Meet SLA (TTO/TTR/MTTR) as per Customer Contracts. Zero SLA misses / Zero Penalties or Service Credit Situation faced due to missed SLAs. - Meet the delivery KPI: Change success target, Availability target, RCA turnaround time. - Ensure continuous communication & coordination with support teams during High Priority Incidents.- Implement Service Management and train team members on the process. - Conducting training on Incident, Problem & Change Management to Internal team members periodically. Representing service management during internal & external audit. - Responsible to roll out communication to key stake holders during High Priority Incidents & Major Changes. - Continual Service Improvement. - Responsible to conduct CAB with customer. - Managing SRTs for High Priority Incidents. - Driving High Priority Incidents. - Handling Problem Management and share RCA/CA with customers.

Mumbai, Maharashtra, India

- Owned and managed ITSD Tool (Sapphire IMS) single handed. - Working and managing ITSD (Incidents, Service Requests, Change Management & Problem Management) tickets. - Prepare various reports and presentations related to ITSD Tool. - Coordinating with Client, OEM and internal teams for Requirements, New Configurations, Troubleshooting.

Airoli, Navi Mumbai

- Handled team of 35 engineers. Managing weekly shifts. - Collect and prepare various reports and presentations. - Monitoring inbound calls, Improve and maintain statistics/GOS. - Monitor and analyses ITSD (Incidents, Service Requests, Change Management) tickets, Arrange discussion with team, Check and Improve quality score, Maintain floor discipline.

Hdfc Bank, Kanjurmarg, Mumbai, Maharashtra

- Technical troubleshooting, Monitoring and analyzing ITSD tickets, Maintain floor discipline. - Coordinate with Client on incidents, Change Management and Problem Management. - Prepare and publish weekly reports which are needed to prepare future road map. - Troubleshooting & taking continues follow-up with Application vendors, OEM’s and Microsoft on frequent issues/problem tickets.

Trade Star, Andheri, Mumbai, Maharashatra

- Handled team of 30 engineer and managing their weekly roster. - Technical troubleshooting, Monitoring and analyzing ITSD tickets, Maintain floor discipline. - Prepare and publish weekly reports which are needed to prepare future road map.