Avinash Patel
Senior IT Problem Manager @Atos
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WORK HISTORY
Senior IT Problem Manager @Atos
Navi Mumbai, IN
Responsibilities • Appointed as Senior Problem Manager to oversee both reactive and proactive problem management initiatives.• Leading IT production support for key client in United Kingdom, responsible for delivering comprehensive problem management services.• Acting as an escalation point for major, critical, and high-priority issues, reviewing management reports and driving service improvements.• Compiling monthly trend analyses for clients, conducting thorough reviews of issues from current and prior months, and recommending both reactive and proactive measures to mitigate future problems. Present these findings to various suppliers before finalizing them for client.• Guiding root cause analysis (RCA) review meetings with third-party suppliers, offering recommendations for updates to RCA documents and proactive measures to prevent recurrence, thereby enhancing overall IT environment and customer satisfaction.• Presenting significant issues to clients, ensuring alignment and acceptance of previously discussed points with third-party suppliers.• Drive process improvements by updating work instructions and collaborating with top management and quality management team for necessary approvals.• Monitoring progress of resolving known errors, ensuring flawless entries are made in Known Error Database.• Initiating forums with relevant groups to conduct root cause analyses of service-affecting problems, ensuring timely completion of action items.• Promoting to Lead Problem Manager to supervise team and manage both reactive and proactive problem management activities.• Served as an escalation point when problem management process was not adhered to properly.• Review monthly client reports prepared by team, highlighting problem management performance.• Inspiring and motivating team to achieve organizational goals, develop and implement timelines to meet targets, delegate tasks efficaciously, and provide training to enhance team capabilities.
EDUCATION
University of Mumbai
Bachelor of Science - BS
ABOUT AVINASH PATEL
Atos relies on over a decade of my expertise in ITIL-compliant problem management to lead IT production support for UK leverage clients. As Senior IT Problem Manager, I oversee trend analyses, root cause assessments, and service improvement initiatives, ensuring seamless IT operations and proactive mitigation of recurring issues. My collaborative approach facilitates alignment across suppliers and stakeholders, delivering actionable insights and measurable outcomes. With 12+ years in IT Service Management and certifications in ITIL and AWS Cloud, I specialize in enhancing operational resilience through structured problem resolution and incident management strategies. My work contributes to optimizing client environments and fostering customer satisfaction by driving continuous service improvements and minimizing disruptions.
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