Mohit Tayal
Service Management, ITIL Foundation, ITIL Intermediate - Service Operations, Incident Management, Change Management
- Role
- Itsm Consultant at HCLTech
- Location
- Ghaziabad, UP, IN
- LinkedIn followers
- 500 followers
About Mohit Tayal
More than 18+ years (June 2008 to till date) experience in which I have gone through…
Experience
Itsm Consultant
Jan 2022 — Present
To manage Application, Midrange and IT infrastructure incidents 24X7 and ensure minimal disruption to the serviceWork with End Users, System Administrators, Application Owner, Infrastructure, Field Consultants, Developers, and Engineers to diagnose Incidents reported by the customersOwning & Driving the incident Bridge for speedy restoration for all incidents(P1 & P2)Flashing customer notification & updates as per the business requirementManaging SLA & KPI as agreed with customerEnsure a workaround plan is created for the service restoration within SLA.Maintain escalation process records at each stage as per agreed SLA.Regular audit of ticket’s to control the performance & quality. Interaction with 3PP vendors, ISP for error-free services. Interacting SDM\'s & supporting the back-office teams with suggestions of desired solutions leading to restoration of services within SLA with customer satisfaction. Discussion with Problem Management, Application Lead & Platform Lead for gap analysisDuring CAB discussion, identification of change requirement & impact analysis with stack holders to minimize the downtime of the networkValidation & circulation of PIR (Post Incident Report) to all stakeholdersIdentification of the clash in change & align the team accordingly.
Education
Indira Gandhi National Open University (IGNOU)
PGDIM
ITIL Intermediate - Service Operations
AXELOS Global Best Practice
2014
Motivational Pathway
B.Tech, Electronics & communication, E.C
2004 — 2008
ITIL - Foundation
AXELOS Global Best Practice
2014
Skills
- 3g
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