1. Job Objective
Seeking challenging assignment in the domain of IT service management with an organization of repute, preferably in
Service industry
Summary
• A dynamic professional with nearly 4 years of experience in Service Management, Operations, resourcing,
training and communications plan
• Accurate, efficient & methodical in handling assigned tasks
Core Competencies
• Project & Incident Management Support.
• A keen analyst with exceptional interpersonal skills and strong relationship management, team building,
problem solving and organizational abilities
• Liaison with Program Managers,DeliveryHeads,Transition Managers and sending timelydashboards to senior
management.
• Tracking and maintaining documents for–Operations, Resourcing, Training and Communication Plan.
• Maintaining all the program related documents in Knowledge portal.
• Ability to rapidly learn new concepts together with excellent interpersonal skills.
Technical Skills
• MS Office 20072010
• Webex
• Maximo
• ISM
• Citrix Web Client
• Service Now
• TSO
• Lotus Notes
•
Certifications
ITIL v3 Certified
Employment Details
IBM INDIA Pvt Limited
July 2014 – to June 2015
Change Manager / Senior Operations Professional
• Oversee all activities of the Change Managementprocess throughoutthe life cycle of Change Requests (CRs)
• Perform initial review of CRs and ensure proper risk & impactanalysis is performed thoroughlyon all CRs
• Leading a team of change coordinators and making sure changes are implemented withoutthe business
getting affected .
• Verify quality of information in Change request
• Rejector defer requests as appropriate,based on the initial review
• Ensure proper planning,scheduling and control the movementof changes to testand production environments.
• Work with Project, Production Supportand Service delivery managers to prioritize all change requests.
• Table all CRs for a Change Advisory Board (CAB) meeting,issue an agenda and circulate all CRs to CAB
members in advance of meeting to allow prior consideration
• Hostand lead Change advisory board (CAB, Urgent CAB and EmergencyCAB) meeting involving Client,
Service Delivery Manager, Support teams and Change implementers
• Ensure timing ofplanned implementations does notconflictwith other planned changes or events
• Ensure the Change ManagementProcess is being followed as per the process & workflows defined
• Decide which of the requests for change that have been collected for CAB review should be rejected,which
should be fulfilled by the next release,and which should be reviewed again during the next CAB meeting
• Review all implemented and outstanding changes for appropriate status.
• Regularlycommunicate status ofthe currentchanges to all impacted stakeholders.
• Perform Change PostImplementation Reviews (CPIR) as and when required
• Ensure Configuration ManagementDatabase (CMDB) is regularlyupdated with the mostrecentinformation ofa
configuration item (CI) after each change is performed.
Hemant Tiwari
4th floor 1/C,8th Cross,Munnekollala,Marathahalli,Bangalore.560037
hemanttiwari006@yahoo.com
+91-9900107303

2. Barclays Shared Services.
• Decide which of the requests for change that have been collected for CAB review should be
rejected,which should be fulfilled by the next release,and which should be reviewed again during
the next CAB meeting
• Review all implemented and outstanding changes for appropriate status.
• Regularlycommunicate status ofthe currentchanges to all impacted stakeholders.
• Perform Change PostImplementation Reviews (CPIR) as and when required
• Ensure Configuration ManagementDatabase (CMDB) is regularlyupdated with the mostrecent
information ofa configuration item (CI) after each change is performed.
• Develop processes thatencourage continual service improvements
• Documentall events and maintain a track of each change for future references and records
• Produce regular and accurate change managementreports
Senior Operations Professional Lead
Dec 2011 – July 2014
Role:
Handling a team of 30 incidentcoordinators providing floor support ensuring every agent meets Quality and
productivity targets meeting Delivery Framework metrics maintaining 100% clearance with 0 escalations.
• Operations Lead
• Accountable for the Incident Management Process and aligning this process to support our key
service partners
• Accountable for ensuring a clearly defined time line is maintained throughout major incidents
• Driving the high Severity Incidents (Sev1 & Sev2) to prompt resolution as per the pre-designated
SLA by liaising with multiple Enterprise Service Providers.
• Driving incidents and alerts raised for interruption of Infrastructure Services Good understanding of
Review process.
• Was part of SRT(Service Readiness Test )
• Worked on Service disputes.
• Handled Ownership Disputes
• Managing escalations on the desk and investigating the RCA of the escalations.
• Providing floor support for the agents and clearing their doubts.
• Follow up on any Delivery Team gaps on the Bridge.
• Responsible to ensure Severity 1 & 2 SLA's are met.
• Ensuring a PIR (Post Incident Review) is performed on all the Severity 1 & 2 Issues.
• Creating and maintaining daily START OF THE DAY and END OF THE DAY reports for the desk.
• Attending DMH (Daily Managers call).
• Coordinating Incident Bridge calls for quick and prompt resolutions.
• Coordinating with British Telecom for issues related to Voice and Data.
• Paging the Application Support or the Platform Engineering team about any known issues.
• Updating Front end messages on the IVR for Major outages
• Creating tickets for External Vendors for any hardware replacement on Servers.
• Send Alert notifications to the Site Support and the Monitoring teams about any network related
issues.
• Backup and restoring the Registries of a system
• Driving the team to achieve 99% quality.
• To check the quality of the tickets raised by the agents on the daily basis. And to provide refresher
process knowledge to the defaulter.
• Auditing the performance of team members through the tickets created by them.
• Providing suggestions & plan for optimal usage of resources
• Problem Management on recurring incidents and defining the resolution
• Providing solutions on critical and high priority issues in time.
• Analyse Performance and prepare training plan for the steady state activities.
• Creating knowledgebase articles and Known error Database for future assistance on similar issues.
• Receiving new updates from SDM’s and notifying same to the team.
• Conducting Team Huddles to provide updates on latest process changes and Business activity.
• Providing timely reports to Operation Managers and Account managers
• Implementing FISH within the team to keep them motivated and create an enjoyable work
environment.
• Implemented strategies designed to increase productivityand attain business and team objectives
and customer satisfaction.
• Served as a First Point of escalation to IBM Clients(War room, Resolver Groups, LSD's & High
level management) on Service Now.
• Ensured optimum resource utilization, provided work direction and support for problem
determination/ resolution for the Team.
• Performed audits for Compliance – Short Call, Red lights..
• Log and Run DP’s for the betterment of process.
• Maintaining all the program related documents in Knowledge portal.
• Got Best Newcomer award “IBM Means Service Award” from IBM for year of 2012 –
2013

3. Previous Work Experience
Sept’10 to Dec’11 with Dell International Pvt. Ltd, Bangalore as Sr. Resolution Expert’
• Took inbound calls supporting customers in USAregarding technical supportfor both
hardware and software on dell desktops,printers,laptops,OEM products & third party
products and applications .
• I worked as a ‘Resolution Expert’ from May 2011 to October 2011.The role included
providing assistance to L1 technicians & making outbound calls to customers;for
unresolved technical issues,mentoring new joiners’ in the team,monitoring team’s AHT,
handling escalations,responsible for team’s resolution rate,revenue generation &
overall enriched customer experience.
• I have also been supporting Transition queue for DOC,facilitating level two supportto
new joiners’ ,responsible for team’s revenue,resolution scores,AHT, audit scores,and
above all coaching new joiners’ aboutpolicies & procedures to follow on call as well as
aboutprofessional & ethical work culture practiced at dell worldwide.
Aug’08 to Sept’10 with Barclays Shared Services Pvt Ltd,Noida Process Advisor Barclays
Shared Services
• Was working as a Sr. Process Advisor with Barclays Shared Services in Online Banking
.
• Played an importantrole in a team, by acting as a Mentor and trained skillset1 to 3
advisors for regular updates provided by Clienton the Barclays banking website.
• Played an importantrole in a team, by acting as a Mentor and trained skillset1 to 3
advisors for regular updates provided by Clienton the Barclays banking website.
Nov’06 to July’08 with Wipro BPO as a Sr. Associate
• Was working as a T.S.S. (Technical supportspecialist) in AOL UK Broadband,&
handling an ACE Team since Dec07.
• Earlier worked as a Level-2 consultant,where my job profile includes handling high end
technical problem for AOL clients and members.
• Played an importantrole in a team, by acting as a Mentor and trained Level-1
consultants for regular updates provided by Clients.
• Being a part of Escalation team,whereas follow-ups are required with BTand Fujitsu on
regular basis.
Academic Details
• B.A in Political Science from Sikkim Manipal Distance Education .
Personal Details
Date of Birth 6th May, 1987
Languages English, Hindi
Fathers Name Ashok Tiwari
Mother’s Name Leela Tiwari.
Nationality Indian
Hobbies Surfing the net and watching movies.
Declaration I here by declare that all information given by me is
correct in all respect.
Place: Bangalore
Date:
(HEMANT TIWARI)