IT Service Manager

IT Service Manager in Cognizant UK with long term work permit with over 11 years’ IT experience – SNOW CSA (2019), ITIL V3 Expert (2015), ISO 20000 (2015), OCA (2009), BE (2008)

✔ Drafted processes to deliver IT Service excellence
✔ Involved and worked on all ITSM processes like Incident, Change, Release and Problem Management being ITIL expert
✔ Involved in Major Incident management process and worked with stakeholders and relevant teams
✔ Driven end to end Problem Management process including Change & Release management
✔ Managed changes in ServiceNow, which includes reviewing impact of changes, understand the emergency, impact of deployment on production server.
✔ Provided guidance on Incident Management to all support staff and assist in their training and knowledge development
✔ Periodically reviews with SDM and business on recurring Incident resolution, SLA breaches, problem detection/recording
✔ Effectively prioritise Problem Management activities to ensure that the key business drivers are addressed as a primary objective.
✔ Ensuring all necessary reporting and metrics are completed for Problem as well as generating problem summaries for P1 issues.
✔ Investigate the underlying Root Causes of Major and persistent/recurring business critical incidents and managing them with support teams through to resolution.
✔ Managing and progressing high priority Problem investigations, coordinating resources and ensuring effective traction in the investigations undertaken.
✔ Providing consistent, regular and effective communications around the progress and advancement of high priority (P1 and P2) Problems against a defined schedule.
✔ Ensuring regular reporting on determined KPI measures and the delivery of quality metrics (in relation to Incident and Problem management).
✔ To regularly review performance in response to Incidents and Problems of all types and contribute to Continuous Service Improvement activities.
✔ Experienced on delivering Post Incident Review (PIR) for Major Incidents
✔ Utilising trending data to identify and subsequently address, any process failings or issues within the support environment.
✔ Implemented Continuous Service Improvement to achieve business goals
✔ Designed workflow of ServiceNow module including UI actions, Business rules setup
✔ Designed reports through ServiceNow to help stakeholders to understand the progress on issues
✔ Worked on effective SLA/KPI tracking in ServiceNow
✔ Review and improved processes to enhance customer service and satisfaction
✔ Periodically worked with each team to understand challenges in delivering the fixes on time as per priority
✔ Monitoring Incident & Problem dashboard to understand incidents/problems are resolved as per priority and process.
✔ Periodically working with teams and stakeholders on aged incidents
✔ Designed Problem Management process to capture required details of recurring Incidents to do root cause analysis
✔ Good exposure of handling Service Desk team, 1st Line and 2nd Line teams
✔ Designed end to end Event Management in ServiceNow for easy access to alerts via ticketing tool
✔ Collating the periodic data to be presented to the customer
✔ Effective tracking of project risks to implement risk mitigation strategies


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