Mahesh Yadav

Senior Itsm Consultant @Wipro

Gurugram, IN

Good understanding of the ITIL processes (Incident / request handling, approval process, Change, Knowledge and Problem Management, Governance Reporting) and have experience in managing the process through its lifecycle Worked as a Process Owner for Problem Management process and having experience with various Root Cause Analysis techniques to derive solutions Worked in a global environment and having a passion for proactive analysis and comfortable challenging teams for not achieving the desired results Responsible for the complete process adherence and handling of incidents according to SLAs Coordinates with suppliers, contractors, 3rd parties, etc. to ensure timely incident resolution and contractual fulfillment Prior IT Major Incident Management experience required (driving IT bridges, sending announcements, facilitating solutions through various teams etc.) Ensure overall process compliance by reviewing the process workflow, review of Change Requests (CRs), periodic review of Problem Management tickets and identify improvement opportunitiesGuide cross-functional users to ensure they understand Incident / Problem / Change Management process and comply with the sameExperience in ServiceDesk management and working of ServiceDesk function in order to improve quality of IT support services Experience in service delivery within organization catering to internal stakeholders by maintaining service quality and driving continuous improvements Having experience in managing vendor related issues Publishes performance, status reports, as and when asked for.Participate/host scheduled service review meetings, process governance calls etc. Executes regular internal process audits, analyze results, and propose changes and enhancements based on it.Creating training materials, knowledge artefacts and be able to host trainings for IT support agents Worked in analyze trends, data, statistics related to IT function, and suggest improvement Worked in Service Now tool.

Punjab Technical University, Jalandhar

Bachelor of Technology - BTech, Electrical, Electronics and Communications Engineering