Vachan Dev

-Lead ad-hoc cross functional teams of NOC, Operations, Engineering and Client Services associates to diagnose, troubleshoot and resolve service impacting incidents . - Hired and trained Incident managers across the globe; Actively mentoring team members. - Triage and assess potential incidents and manage them till completion if classified as a Major Incident. -Revamping tools and ITIL framework to manipulate our processes to work more effectively and efficiently for the larger overall company as it grows. -Overseeing the delivery of multiple projects of varying sizes from initiation to closure, ensuring timely and successful completion -Communicate with Executive team members during major outages; Train new/existing IT staff globally. -Identify areas of improvement during outages; Drive improvement through ITIL disciplines; Lead Root Cause Analysis, Post incident reviews and Problem investigation. -Ensure proactive communication is provided to clients and employees during outages; escalating as necessary. -Work in conjunction with business, sales, operations and marketing teams to ensure project completion. -Generate service performance reports and provide recommendations for continuous improvement.

-Lead Incident, Problem and Change management implementation and support for business and technical users, support teams using ITIL guidelines. -Primary contact for the entire lifecycle of Incidents including RCA, Problem management and monitoring. -Designed and implemented ITIL-based IT service management processes and best practices. -Develop and maintain project documentation, including project plans, budgets, status reports, and change requests -Plan, review and coordinate Emergency Change Advisory Board (ECAB) meetings, CAB meetings and communicate technical concepts to non-technical stakeholders. -Continuous monitoring of Production/monitoring environment and managing Cyber security incidents. -Coordinated with change management to effectively implement the change and notify users of change request status including future and emergency changes. -Tracked and reported on KPI’s and service level metrics to senior management and provided weekly/monthly dashboard reports on KPIs(key performance indicators). -Conducted trend analysis, identifying opportunities for process improvement as part of Service delivery. Skills: ITIL Process Implementation · Major Incident Management · Problem Management · JIRA, Confluence,JSM · IT Service management · Escalations Management · PagerDuty,Slack,Zabbix,Splunk,Datadog · Executive Incident Communication · Process Improvement · Root Cause Analysis/Post-mortem

-Managed the Incident, Problem and Change management processes for Financial products. -Develop consistent operational reporting against standards and establish Service Level Agreement (SLA) management approach; Reduced mean time to engage and resolve incidents. -Driven resolution of global incidents through coordination with internal teams, vendors and SMEs. -Ensured key performance indicators were in place and the delivery targets (SLAs) were met. -Collected regular feedback from operational teams to identify opportunities for improvement -Created and maintained Known error, remediations and workarounds database. -Drive continuous improvement by leveraging IT service management processes and best practices. -Drive all post-incident problem management discussions and provide reports -Monitor live application and report spikes in performances to infra teams using monitoring tools. Skills: Incident Management Process · Problem Management · Root Cause Analysis ·ServiceNow · Continual Service Improvement · Statuspage, Pagerduty, Slack,Zabbix,New relic · BMC remedy

-Performed incident management, troubleshooting and managing escalations for telecom operators. -Coordinated and managed client issues including escalations, application change requests and incidents. -Implemented methodologies to enhance client experience, service improvement and meeting SLAs. -Updated the support ticketing process and ensured the early identification, tracking, reporting and follow-up of client reported product faults, deficiencies, defects and enhancement requests.

- Consistently offered reliable solutions to product and service related incidents/problems/changes. - Overseeing the delivery of multiple projects of varying sizes from initiation to closure, ensuring timely and successful completion white collaborating with multiple teams. - Integral part of the migration team ; Extensive experience with solutions consulting. - Ensured effective resolution is provided by actively monitoring service availability against SLAs. - Implemented methodologies to enhance client experience and exceed client expectations.