Vinay Rao Email & Phone Number

Melbourne, Vic, Au

Australia

North Sydney, New South Wales, Australia

The Technology Operations Center Service Manager is part of a global team providing 24X7-support responsible for the monitoring and event management of all Equifax customer facing and internal-use applications and infrastructure. The primary goal is to identify possible incidents and mitigate the problem prior to customers being impacted. This critical role provides the front-line defence against incidents and degradation within our environment. This position requires a partnership with business sponsors, project managers, application support, networking, and system administrators as well as the business owners.Key Responsibilities: -Responsible for the adoption and successful implementation of ITIL based processes covering Incident, Problem, Change, Release, Configuration, Service Level Management and Service Availability Management.Manage and monitor the regular volume of Incidents, Problem, Change tickets, Incident resolutions, Near Breach SLAs and Breached SLAs.Managing major and critical incidents and lower priority incidents to resolution within the agreed response and resolution SLA, also drivingLeading technical and business bridge calls to ensure quick restoration of service impacting incidents.Coordinating with Stakeholders, Leadership, Technical Teams, other Service Management and SDM during Major outages and Emergency change requests to deliver business outcomes.Track and maintain regular service reports on incidents, problems and change tickets to maintain KPIs and SLA targets.Working with change management and technical teams in implementing change plans for prevention of future incidents.

Sydney, New South Wales, Australia

Role Profile:- Working with Australian clients to frame and document business requirements.• Lead consultation and engagement processes with key stakeholders to identify and drive business decisions required to deliver project outcomes.• Facilitated Release Planning, Sprint Planning, Backlog Grooming, and Retrospective meetings• Escalate project risks and challenges as required.• Coach team members as needed, including conflict resolution.• Collaborating with Teams through stand-up meetings, the release of planning sessions, iteration planning, and demo sessions.• Responsible for the adoption and successful implementation of ITIL based processes covering Incident, Problem, Change, Release, Configuration and Service Level Management and Service Availability Management.

Sydney, Australia

• Facilitate Release Planning, Sprint Planning, Backlog Grooming, and Retrospective meetings• Escalate project risks and challenges as required.• Coach team members as needed, including conflict resolution.• Collaborating with Teams through stand-up meetings, the release of planning sessions, iteration planning, and demo sessions.

Bengaluru, Karnataka, India

Senior Consultant with extensive practical experience, developing and applying Agile methodologies and tools across a fast-paced development environment. Experienced in user stories development, continuous integration, automated testing, backlog grooming and using Agile performance metrics to drive accountability and continuous improvement.Key Responsibilities:-•Interpret the needs of the business, communicate these to the project team and seek clarity with the Executive Sponsor and Project Sponsor where required.•Lead consultation and engagement processes with key stakeholders to identify and drive business decisions required to deliver project outcomes.•Adept at translating business requirements to technical requirements. This includes using powerful analysis and modelling tools to match strategic business objectives with practical technical solutions.•Monitor and report on key Agile performance metrics to leadership team.•Act on Risk cases, conduct analysis, suggest/implement workarounds and ensure that they are resolved quickly and progressing technically and on the right track.•Facilitated Release Planning, Sprint Planning, Backlog Grooming, and Retrospective meetings•Developed innovative features (node graphs and timelines) based on current and future data elements to allow for a more Gamification feel to the application.•Conducted user interviews to help identify and understand different process for each user while simultaneously identifying their pain points.•Identified potential project risks and helped developed a mitigation plan to resolve potential issues.•Managed the insight and opinions of multiple stakeholders and helped to ensure all stakeholders agreed with the current scope and road map of the product.•Escalate project risks and challenges as required.•Coach team members as needed, including conflict resolution.•Collaborating with Teams through stand-up meetings, the release of planning sessions, iteration planning, and demo sessions.

Bengaluru Area, India

Role Profile: - Working with North American clients to frame and document business requirements. Handle transitions of new accounts and a Team of Incident, Problem and Change Managers by making sure that the account is setup and the process goes on smoothly while working on CSI areas.. Key Responsibilities : -• Responsible for the adoption and successful implementation of ITIL based processes covering Incident, Problem, Change, Release, Configuration and Service Level Management and Service Availability Management.• Categorising, examining, and assessing business processes, procedures and work practices.• Escalate project risks and challenges as required.• Work collaboratively within a team environment driven to build great solutions.• Demonstrate sound planning skills to ensure delivery remains on track.• Coach team members as needed, including conflict resolution.• Build a solid inventory of CI`s linked with use cases which help in Business Priority.• Creating user and training documentation, and conducting formal training classes• Monitor the daily volume of Incidents, Incident resolutions, Near Breach SLAs and Breached SLAs.• Coordinating with Senior Management for Emergency change requests and Problem Records.• Identify when a near breach SLA incident needs attention and take ownership of driving incident to resolution.• Preparing daily team schedule on monthly basis according to the specialist’s availability.

Bengaluru, Karnataka, India

•Monitor the daily volume of Incidents, Incident resolutions, Near Breach SLAs and Breached SLAs.•Updating Network and application teams for the available change windows.•Coordinating with Senior Management for Emergency change requests.•Identify when a near breach SLA incident needs attention and take ownership of driving incident to resolution.•Generate daily pending incident report, prioritize based on aging /impact and follow-up with Specialist Support Coordinators to drive pending incidents to closure.•Track and generate weekly and monthly reports on SLA incidents and pending incident by Forward Groups. •Imparting updates to specialists on day to day basis for upcoming updates from the different teams.•Participating in Bridge calls with the clients to discuss action items of the week, escalations and achieved targets.•Preparing daily team schedule on monthly basis according to the specialist’s availability.•Also have the responsibility of managing the Incidents and assigning it the appropriate priority so that the SLA can be met and pushing High priority Tickets to Resolution by collaborating with other Teams.

Bengaluru, Karnataka, India

•Coordinating with Senior Management for Emergency change requests.•Identify when a near breach SLA incident needs attention and take ownership of driving incident to resolution.•Generate daily pending incident report, prioritize based on aging /impact and follow-up with Specialist Support Coordinators to drive pending incidents to closure.•Track and generate weekly and monthly reports on SLA incidents and pending incident by Forward Groups. •Imparting updates to specialists on day to day basis for upcoming updates from the different teams.•Participating in Bridge calls with the clients to discuss action items of the week, escalations and achieved targets.•Preparing daily team schedule on monthly basis according to the specialist’s availability.•Trained extensively in both software and hardware of computers and Accenture applications.•Help Accenture Employees Globally in resolving any type of software or hardware issues with computers and many other applications.•Job involves understanding and analyzing the cause for the issue and finding the right solution and fixing the problem. Help User`s by taking remote access of the computer and providing a complete IT support.•Also have the responsibility of managing the Incidents and assigning it the appropriate priority so that the SLA can be met and pushing High priority Tickets to Resolution by collaborating with other Teams.

Bengaluru, Karnataka, India

•Record, classify, prioritize and routing of incidents.•Attempt to resolve incident using knowledge base articles, Technical skills and experience.•Track progress of incidents by accurate and timely recording of incident status and of work notes ongoing communication of progress to the customer.•Document the resolution of incident to ensure that this is clear and understandable by the User.•Ensure the user is satisfied with the resolution.•Classifications of the incident request to improve management information and aid future incident matching.•Collaborate with other teams to push the Ticket towards Resolution with Minimal impact to the Business.•Where appropriate, assign incident to Level 3.•Create Knowledge Base Articles and also raise CR`s for respective changes to be done.•Follow up with different departments and drive the teams to ensure resolution is met with the SLA.•Providing Technical assistance for software and hardware issues.•Software issues ranging from MS Office to Application functionality.•Hardware troubleshooting included Computers, Laptops and printers.