Prashant Parikh
★ Actively Seeking New Opportunities ★ Senior Technical Professional ★ Continuous Improvement ★ Incident Management ★ Technical Support
- Role
- Sr Incident and Problem Manager at Uscellular
- Location
- Naperville, IL, US
- LinkedIn followers
- 500 followers
About Prashant Parikh
SENIOR LEVEL TECHNICAL PROFESSIONAL I am an established technical professional with…
Experience
Sr Incident and Problem Manager
Jan 2021 — Present · Schaumburg, IL, US
Lead, drive, facilitate Incident management support by maintaining a professional demeanor and attitude while being assertive, covering all P1/P2/P3 (Potential Impacting) incidents from initiating bridge call start till incident restoration which includes escalation, coordination, communicating impact to the affected business areas as well as executives and drive resolution of service disruptions within the defined SLAs/MTTR • Prioritizing incidents according to their urgency and impact on the business including Ticket management analysis and follow up till closure. • Ensure incidents are fully documented both during and after the incident, gathering and recording the full incident timeline of events and organizing postmortem (After Incident Review) meetings and drive service providers to identify the root cause including well defined corrective/preventative action plans. • Drive towards continuous improvement methods and techniques utilizing ITIL foundation • Help identify trends for reoccurring issues by leading quality assurance (QA) initiatives, including identifying and developing solutions to reoccurring issues with tools, processes, and partnerships. • Coordinate, standardize, and lead all ITIL problem management activities ensuring root cause and prevention is identified including communicate with stakeholders on status of Problem Records and follow up on Problem Record Tasks to completion • Guide organization through transitions ensuring that changes are implemented smoothly and effectively. Manage risks and resolve conflicts that arise during the change process. • Regularly deliver Critical/Major incident metrics reports using Tableau, and conduct monthly audits for Critical/Major Incidents and Problem Tickets, ensuring adherence to established processes.• Nurture process improvements and knowledge base improvements including process owner for Incident Management, Problem Management including Disaster Recovery
Education
Illinois Institute of Technology
Master of Science - MS
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