Hitesh Kataria
Information Technology Project Lead @RBC
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WORK HISTORY
Information Technology Project Lead @RBC
CA
Oversee a team of professional and technical staff, setting performance standards, providing development and training plans and evaluating staff performance.• Supervise and ensure prompt resolution of user incidents and service requests. Maintain and analyze performance metrics to support continuous improvement and enhance customer satisfaction. Act as a point of escalation for complex and major incidents, ensuring resolution within agreed SLAs and customer satisfaction.• Manage and optimize the ServiceNow Knowledge base Management system to capture, organize, and share information effectively. Monitor, oversee, and continually improve the ServiceNow Request Fulfillment processes.• Manage the Change Management process for the team, overseeing the lifecycle of all changes to minimize disruption to services and systems, looking after development/UAT testing and cutting changes for Production environment.• Lead Problem Management activities to identify the root causes of recurring incidents and implement measures to prevent recurrence.• Look after contracts and vendor relationships to ensure quality service delivery and compliance with contractual obligations.• Work with management to handle hardware and software refresh cycles and manage contract renewals.
EDUCATION
University of Windsor
Master's Degree, M.ENG- EC
Amazon
Aws
GMSSS, Sector-22/A Chandigarh
Senior Secondary, Non Medical Science
Kurukshetra University
B.TECH, Electronics and Communications
SKILLS
ABOUT HITESH KATARIA
Open to Learn and explore more. Experienced Lead/ Consultant with a demonstrated history of working in the Health/Technology/banking industry. Skilled in Change management, Support, Operational, Cloud(Azure, AWS, VMware), Windows servers Exchange, AD, Domain Name System (DNS), Data Center, System Deployment, Complaince, Risk Management, Information Security and Troubleshooting. Strong information technology professional with a Master\'s Degree focused in M.ENG- Electrical with Major in Computer science from University of Windsor.
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