Vice President
CITIBANK
Total years of experience :16 years, 10 months
• Head the regional Incident Management Group in Citi Technology Infrastructure including planning, organizing, monitoring, controlling & leading the various process functions in full compliance with Citi Information Technology Policy and Standards.
• Liaise, Collaborate and Coordinate with Regional Technology managers, Regional CIO council, Operations and Technology Heads and Business Managers regarding the services provided by Citi Technology Infrastructure for the region.
• Own the Risk & Control function for the region’s Incident management process. This includes running internal/external/regulatory audits, addressing audit/regulatory/self-identified issues, executing global/regional control and risk management programs, planning/executing strategic initiatives, working/coordinating with partners in other regions/functions, developing talent and managing financials.
• Implement Lean methodology and Identify areas of Waste and recommend improvements through automation, consolidation or elimination.
• Develop and lead service improvement programs for chronic conditions.
• Identify the gaps in the current process and suggest re-engineering/simplification solutions.
• Incorporate new processes and procedures to improve the stability and efficiency of the program.
• Chair the weekly and monthly IPC executive meetings with the customer.
• Revaluate the KPI’s to measure the effectiveness and efficiency of the process.
• Perform Project management for the accounts which are in Service Improvement Plan.
• Experience in ITSM tools Remedy and HPSM.
• Supervise and manage employees engaged in providing information system solutions and technical support in one or more functional areas.
• Provide daily operational support for Service Management program including preparation of documentation, training materials and How-To process support.
• Interact with the incident/problem management system to ensure incident documentation is complete and includes information regarding resolution, root cause analysis, emergency approvals, and corrective action plans.
• Develop and enforce request handling and escalation policies and procedures.
• Monitor incident trends and anticipate potential problems for proactive resolution.
• Single point of contact for the client for all service management related activities.
• Identify the gaps in the current process and suggest re-engineering/simplification solutions.
• Own Service Management processes, tools and disciplines and ensure they are applied in all aspects of contract delivery.
• Responsible for running an ITIL compliant operation and enforcing security and compliance requirements of the organization and the customer.
• Drive incident improvement projects and support teams to define problem statements, identify corrective action plans, and deliver improvements to reduce aging incident tickets volumes, issues reoccurrences, and time to restore across all IT incident severities.
• Lead / Participate in projects to improve the Incident/Problem/Change process and drive Standard Operating Procedures and process reviews.
• Ensure Change, Incident & Problem Management processes are adhered to.
• To deliver quality services based on best practices of project management & technical expertise within the guidelines of ITIL.
• Assess the business criticality of the incident and provide Impact analysis.
• As a situation manager facilitating the specific recovery processes through problem circumvention.
• At all times ensuring Bridge Management guidelines adherence and act as a point of authorization for all actions taken on the bridge.
• Coordinate actions and schedules with appropriate technical personnel and leadership.
• Ensure timely and accurate senior leadership updates and escalations.
• Document and publish a Service Disruption Report.
• Managing customer centric operations & ensuring customer satisfaction by achieving service quality norms.
• Supervising and monitoring the performance level of the staff for ensuring accomplishment of the targeted metrics.
• Accountable for ensuring SLA compliance through continuous monitoring of service levels and proactive correction of processes in case of non-compliance.
• Ensure compliance across the tools ( Remedy, Knowledge Management)
• Manage incidents from low to high-severity across the entire problem life-cycle in accordance with resolution and restoration SLA
• Drive effective and efficient Incident Management process to ensure timely service restoration and resolution of incidents
• Oversee support teams compliance with the Incident Management process
• Manage and escalate to third party vendors for specified incidents â-º Maintain close contact and communication channels with the Incident Management SME to ensure high quality service requirements are met
• Analyze process metrics to identify and recommend improvements, improve productivity and increase client satisfaction
• Inform decision makers regarding selection and support of process improvements/management and establishment of standards and performance metrics.
• Conduct incident management trend analysis within the supported production environments.
• Review and evaluate incident records to ensure handling of incident and severity level determination.
• Analyze the data collected for process improvement efforts and to validate best practices.
• Manage a portfolio of clients for various WebEx Products.
• Build strong and positive relationships with clients at various levels.
• Build and document knowledge about the clients business and technical setup.
• Project manage and document all technical projects carried out with clients.
• Assist with the cost and customization of the product to the clients.
• Log any bugs or feature requests in the bug and feature handling system.
• Build strong relationships with Client Services team members.
• Ensure client’s support tickets are resolved in a fast and professional manner and comply to agreed Service Level Agreements.
• Feedback any important client information to Client Services Team.
• Identify any training/knowledge needs for clients and colleagues.
• Prepare and perform training of clients and colleagues.
• Responsible for undertaking project work across the team as required, participation in reference groups, training and testing on new functionality etc.
• Manage a portfolio of clients for various WebEx Products.
• Build strong and positive relationships with clients at various levels.
• Build and document knowledge about the clients business and technical setup.
• Project manage and document all technical projects carried out with clients.
• Assist with the cost and customization of the product to the clients.
• Log any bugs or feature requests in the bug and feature handling system.
• Build strong relationships with Client Services team members.
• Ensure client’s support tickets are resolved in a fast and professional manner and comply to agreed Service Level Agreements.
• Feedback any important client information to Client Services Team.
• Identify any training/knowledge needs for clients and colleagues.
• Prepare and perform training of clients and colleagues.
• Responsible for undertaking project work across the team as required, participation in reference groups, training and testing on new functionality etc.
• Involved in performing diagnostic actions to determine workarounds/solutions. Initiate other Service Management processes, including IT Service Continuity Management, Problem Management, and Change Management, as required to resolve the Incident.
• Engage additional support resources as needed to assist in resolution. Apply and verify identified workarounds and solutions. Validate that service restoration has been achieved.
• Working as IT Associate giving technical assistance to our client over Enterprise application and citrix.
• Troubleshooting LAN, WAN, VPN & Wireless Networks.
• Accountable and responsible for resolution of tickets related to customer queries.
• Responsible to ensure Severity 1 & 2 SLA's are met. Ensure proper management of Sev1 & Sev2 queries/ monitoring.
• Ensure that the correct Technical teams are engaged and proper focus is paid to outages and recovery.
• Coordinating Incident Bridge calls for quick and prompt resolutions.
• Responsible for the effective implementation of the process "Service Desk and Incident Management” and carries out the respective reporting procedure.
• Represent the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels.
• Part of the team which transitioned the service desk to India.
• Provide verbal and written status reports to the IT management and business teams publish meeting minutes and maintain project plans.
• Act as a liaison between the IT technical team and the business during projects lifecycles.
• Support end users for all hardware and software problems including computers software and hardware networking printing emails office applications and business applications.
• Technical support for Desktop and Laptop Products.
• Create articles for the Technical knowledge base.
• Product quality SPOC for all laptop related issues for the region.
• Quality Case Manager for the laptop division.
• Monitor and calibrate the support calls.
• To check the quality & standard of the product developed (HP laptops & desktops).
• To track usability related issues with the product and take it up with the development teams.
• Handle escalations of support calls from L3 agents and ensuring resolution within the next 2 subsequent iterations.