Shashank Deo
Manager | Major Incident Management | Change Management |ITAM| ITOM| ITSM| 18+ Years Of Experience | Alshaya Group | HCL | Mashreq Bank | Disaster Recovery (IT))
- Role
- Technical Services Manager at Alshaya Group
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Shashank Deo
With 18+ years of experience in IT management, I specialize in -> Major…
Experience
Technical Services Manager
May 2022 — Present · Bengaluru, IN
Key Responsibilities:Incident Resolution: Create SoP self-help videos and implement shift-left activities to reduce incident resolution time.Customer Feedback: Gather feedback and conduct quarterly surveys for continual service improvement.Service Delivery: Provide fast, agile services to stores and warehouses, addressing IT issues promptly.Team Engagement: Motivate and recognize team members, enhancing roles and team spirit.Process Optimization: Eliminate waste, document, automate, and improve processes to reduce manual effort and turnaround times.Budget Management: Track costs and identify savings opportunities.ITSM Tool Administration: Manage ServiceNow ITSM, customize workflows, and maintain accurate CMDB data.Integrations: Develop integrations between ServiceNow ITSM and third-party SaaS solutions.Asset Discovery: Implement Discovery for asset visibility across cloud and on-premises environments.Request Management: Automate service request fulfillment and optimize workflows.Metrics and Reporting: Monitor and report on request fulfillment metrics.
Education
St. Joseph's College, Allahabad
12th; I.S.C
2002 — 2003
St. Joseph's College, Allahabad
10th - ICSE
1999 — 2000
Punjab Technical University
PGDBM;
2012 — 2014
Skills
- Itil
- Incident Management
- Outsourcing
- Escalations Management
- IT Service Management
- Bmc Remedy
- Solution Architecture
- IT Management
- Service Management
- Service Desk
- Project Delivery
- Transition Management
- Vendor Management
- Service Delivery
- Global Delivery
- Management
- Team Building
- Requirements Analysis
- Service-Level Agreements (Sla)
- Configuration Management
- Off-Shore Team Management
- IT Operations
- Problem Management
- Pmp
- Offshoring
- IT Outsourcing
- Project Management
- Escalation Resolution
- Team Leadership
- Itil V3 Foundations Certified
- Operations Management
- Data Center
- Resource Management
- Sla
- Team Management
- Pre-Sales
- Remote Infrastructure Management
- Service Improvement
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