Sandeep Rai
ITSM Consultant,Infra Managed Service
- Role
- Information Technology Infrastructure Specialist at Accenture
- Location
- Pune Division, MH, IN
- LinkedIn followers
- 500 followers
About Sandeep Rai
16 years of experience in the IT industry, with a strong focus on Network Operations and Infrastructure Service Management. • Expertise spans across key ITIL processes including Major Incident Management, Incident Management, Change Management, Problem Management, and Service Request Fulfillment. • A proven track record in SLA and Service Level Management (SLM) governance, ensuring consistent service delivery and compliance with performance standards.• Working as App/Cloud Support Senior Analyst to streamline the ITSM Process to ensure continual service improvement by maintaining KPI, Reporting, and dashboard creation in Service Now, customer escalations, MIM process, people management, resource management, etc.• Hands-on experience with the ServiceNow ITSM tool, remedy, crammer, etc, and exposure to ITIL practices.• Experience in service delivery and ensuring high-quality service.• Strong understanding of service management principles and best practices.
Experience
Information Technology Infrastructure Specialist
Jul 2017 — Present · Pune Division, IN
From 2019 to Now:• Acting as the key interface and point of contact between Accenture and customers, to the establishment of efficient and effective operational processes and systems that accomplish goals and enhance customer satisfaction.• Coordination and Management of Major Incident Management Process activities.• Manage the Recovery Process based on the Major Incident Management best practices.• Verification of Notification messages to ensure completeness and correctness of the information being sent to customers.• Own the escalation call with the Platform owner bi-weekly & E2E management of escalated tickets followed by the network.• Marked Service requests as Escalated/Prioritized in the ServiceNow tool based on email and platform owner calls.• Ensure 100% compliance for customer troubleshooting calls.• Service Request KPI analysis and MSR preparation for monthly connect with SAP.• Manage the Reporting and dashboards in Service Now for assigned task. Creation of a Service Request fulfillment process documentation.• Weekly improvement calls within the team to identify the potential improvement idea and its documentation.• Ensure Proactive updates to customers for escalated tickets followed.• Ensure any hygiene-related issue with customer ticket and its mitigation followed by the team on daily basis.• Ensure 3-strike followed for awaiting requester tickets via chat/emails and monthly reporting to SAP.• Monthly review of the Knowledge base document of 3-strike topics to keep it up to date in Service Now.
Education
Amity University Lucknow Campus
Bachelor of Technology, Electronics
Centre for Police Technology
High School Diploma
Centre for Police Technology
12th Standard
Uttar Pradesh Technical University
Bachelor of Technology (BTech), Electronics and Communications Engineering
2004 — 2008
SIKKIM MANIPAL UNIVERSITY
Master of Business Administration, Information Technology
2012 — 2014
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