Abhishek Agarwal
Global Platform Itsm Manager (Incident, Change & Problem Management) @Deutsche Telekom Digital Labs
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WORK HISTORY
Global Platform Itsm Manager (Incident, Change & Problem Management) @Deutsche Telekom Digital Labs
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
SKILLS
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
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