Abhishek Agarwal
8K+ | 13 Years Global ITIL/ITSM Leader (ITIL® Certified, EXIN SIAM™ Professional, Certified ScrumMaster®, AWS Certified Cloud Practitioner, Microsoft Azure Fundamentals Certified & Six Sigma Certified)
- Role
- Global Platform Itsm Manager (Incident, Change & Problem Management) at Deutsche Telekom Digital Labs
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Abhishek Agarwal
Experienced Global Platform ITSM Manager(Incident, Change & Problem Management) with a demonstrated history of working in the information technology and services industry.ITIL, CSM, SIAM ProfessionalCertified having a total work experience of 13 years into IT Service Management and Platform Engineering Management.Key Competencies-Major Incident Management-Change/Release Management-Proactive/Reactive Problem Management-Service Integration & Management-Driving CSI from account perspective-DevOps Understanding-Leadership and Management-Escalation Management-Vendor Management-SLM Manager-API-Software Testing Concepts
Experience
Global Platform Itsm Manager (Incident, Change & Problem Management)
Jan 2025 — Present · Gurugram, IN
I am working as a Global Platform ITSM Manager(Incident, Change & Problem Management) in ensuring the availability and aligning different product groups for providing seamless services to our customers along with team managementMajor Incident Managment for all Sev1/Sev2 Issues.Change & Problem ManagementCollaboration/ Overall management of DevOps & Engineering, QA Teams & External Partners.Driving incident and Problem handling process for new process and Value streams.Driving PIR, Critical and Preventive actions.Objective Optimize and Drive Critical Incident review process.Setup New processes, reports, documents and manage them.Optimize Ops meeting ppt and drive call.Reduce Open Incidents.Reduction of MTTR on High Priority Incidents.Create and Deliver monthly, quarterly and Yearly reports.
Education
Gautam Buddha University
Bachelor’s Degree, Computer Science
2008 — 2012
Skills
- Windows Server
- Ccna
- Servers
- Itil
- Data Center
- Microsoft Office
- Domain Name System (Dns)
- Dynamic Host Configuration Protocol (Dhcp)
- IT Operations
- Technical Support
- Dhcp
- Vendor Management
- Microsoft Excel
- Operating Systems
- Dns
- Troubleshooting
- Computer Hardware
- Red Hat Linux
- Networking
- IT Service Management
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