Vishal Nath Email & Phone Number

Bengaluru, Ka, In

Hyderabad, Telangana, India

● Distinguished as one of the top performers for 4 consecutive years.● Improved incident, problem, and change modules and managed the end-to-endsprint cycle for the ServiceNow IPC module.● Successfully transitioned and implemented monitoring and IPC tools into clientsystems and ensured a seamless handover to operations.● Managed the end-to-end project cycle and maintained timely communicationwith all stakeholders, including clients, project teams, and operations teams.● Ensured compliance with SLAs and processes, and functioned as a ServiceNowBAU Project Manager, administrator, and change implementer.● Led a team of 13 FTE ServiceNow resources, including 8 FTE SLM roles, andmentored band 7 and 8 resources in service management, projectmanagement, and ServiceNow.● Managed multiple ServiceNow upgrades as the primary focal and projectmanager.

Hyderabad, Telangana, India

● Distinguished as one of the top performers for 4 consecutive years.● Improved incident, problem, and change modules and managed the end-to-endsprint cycle for the ServiceNow IPC module.● Successfully transitioned and implemented monitoring and IPC tools into clientsystems and ensured a seamless handover to operations.● Managed the end-to-end project cycle and maintained timely communicationwith all stakeholders, including clients, project teams, and operations teams.● Ensured compliance with SLAs and processes, and functioned as a ServiceNowBAU Project Manager, administrator, and change implementer.● Led a team of 13 FTE ServiceNow resources, including 8 FTE SLM roles, andmentored band 7 and 8 resources in service management, projectmanagement, and ServiceNow.● Managed multiple ServiceNow upgrades as the primary focal and projectmanager.

Bengaluru Area, India

Team Lead for BBE team for CM, WFO till date having team of 18 Engineer Team Lead for BBE team for Modular Messaging, CMS , OneX and IVR till August 2014 having team of 16 Engineer Looking into major KPI for full team. Have worked on 2 Appraisal cycle for team of 18+ team Was part of team which increased for 5 Members in Nov 2014 to 60+ Engineer presently. Have handled MEA for CM team in absence of CM Avaya operational manager. Participating in weekly manager level meeting with Avaya NAR region. Having fortnightly one to one with Engineers. Having weekly team meeting with each team. Looking into process adherence of all SR worked by the team. Have kept attrition to only 3 person during my tenure of more than 1+ Year. Have been organisation team for fun clubs, higher management visit. Transport in charge of full team of 40+ Engineer Conducting telephonic interview for Backbone engineers for CM, WFO, CMS, OneX, IPO

Bengaluru Area, India

Backbone engineer for Modular messaging working for sev1, sev2, sev3 and sev4 SR Resolve the all severity ticket got from ticketing tool in given SLA. Regularly go on call with with NAR customer for resolution of there SR. Updating the status of tickets in Seibel. Create, Modify and reuse KB articles Was additionally maintaining transportation, attendance roster for full floor. Was acting as the team lead for full floor and was responsible for team discipline.

Bengaluru Area, India

Account Focal for 3 Major accounts for SM Reporting Backup Quality Analyst for Reporting Team Backup Dispatcher for Reporting Team Preparing daily, weekly and monthly reports. Raising RCA ticket based on updates from technical team. Identifying weekly and monthly impacts on critical applications. Raising credit exception for impacted services. Granting and controlling access to various tools for internal and external user. Attending monthly internal and external review meeting. Communicating regularly between Technical teams, SDM, SLM, DPE &problem management Team Preparing Pool level PBA charts and Report based on quality metrics Preparing job scheduling for reporting team on daily basis Representing reporting team on various GDF (Global delivery Framework) Platform

Preparing daily, weekly and monthly report. Raising RCA ticket base on updates from technical team. Identifying weekly and monthly impacts on critical applications. Raising credit exception for impacted services. Granting and controlling access to various tools for internal and external user. Attending monthly internal and external review meeting. Communicating regularly between Technical teams, SDM, SLM, DPE &problem management Team

Day to day Incident Handling . Starting Bridge calls, for incident ticket. Documenting the details of incidents in remedy.

Mba, Hr, B

Academia; B.E, Computer Science

Activities and Societies: Rotract Club ( Student Wing of Rotary club)