Shivam Agarwal

About Shivam Agarwal

IT Service Management (ITSM) Specialist [Incident/Problem/Change Management Specialist]. • Service Integration And Management (SIAM) Foundation Certified - April, 2023. • Experienced in taking care of business operations as I\'m into IT Service Management domain from last 8+ years, and managed infrastructure and applications for US-Pharmaceutical, UK-Telecommunication, Banks, Law Firm. • Hands-on experience in Ivanti OneTouch, xMatters, ServiceNow & BMC Remedy ITSM. • Have hands-on experience in Incident, Change, Problem handeling with Ivanti-OneTouch. • Have hands-on experience in handeling on-schedule management, event management, reporting using xMatters. • ServiceNow Incident : Have hands-on experience into Major Incident Management, Automation of reports etc. • ServiceNow Change : Handled Emergency Changes, Change Advisory Board (CAB) meetings, and have knowledge on Change management process. • ServiceNow Problem : Handled Post Incident Review/Major Incident Review (PIR/MIR) meetings, have hands-on experience on Problem management process. • Handled major incident bridges (P1/P2 priority incidents) and perform post incident analysis by providing root cause analysis (RCA) in MIR/PIR calls. • Identify process variance, incident trends & analysis/reporting, coach technical team members on defined process. • Prepare audit reports for the team and act as an escalation point of contact for them. • Experienced in working as a Technical Support Engineer with a demonstrated history of working in the telecommunications industry. • Hands-on troubleshooting experience on various networking platforms like routers, switches, servers etc. • Possess knowledge about 2G, 3G, 4G, 5G Architecture & technology used. Areas of Interest : Incident Management, Change Management, Problem Management, IT Service Management (ITSM), Analytics, Networking, Telecommunication, ServiceNow Reporting, ServiceNow CSA, Service Integration and Management (SIAM).

Experience

1. Senior Associate

   Cognizant

   Nov 2023 — Present · Bengaluru, IN

   Client: UK - Law Firm Job Role : Oversees, facilitates, and administers ITIL-based infrastructure service support in coordination of Incident/Change/Problem ownership and manages customer on a 24x7 basis. Responsibilities: 1. Responsible for management and oversight of service delivery processes, which includes incident management, problem management, request management, change management, customer management, dispute and technical resolution management. Communicate at various levels during services engagements from tactical (incident-based) to strategic (Global Account Management Strategies). Ensures effective communication and coordination of problem-solving efforts between support teams, third party vendors, field service personnel and customers in the major incident bridge calls. Actively listening and accurately paraphrasing technical information, simplifying it, as necessary, in order for stakeholders to understand the status of the incident restoration. Facilitates process related meetings such as daily operations, Incident governance and review, Change Advisory Board (CAB), Problem Review Board (PRB), Post Incident Analysis/Review (PIR) etc. Analyze the change, its impact, risks associated and dependencies to the production environment. Prioritize, classify, schedule, reject (if necessary) the change requests in the CAB meetings. Ensure change management process is followed while an emergency change is being performed. Reviews trend analysis to conduct Proactive Problem Management and reports statistical data to assist in eliminating recurring issues. Identify the responsible team in providing root cause analysis (RCA) & a permanent fix in the Problem Review meeting.

Education

• ABES Engineering College

  Bachelor of Technology (B.Tech.)

  2013 — 2017

• Ryan international school

  Higher Secondary School

  2008 — 2012

Skills

• C
• Management
• Microsoft Excel
• Microsoft Office
• Customer Service
• Sql
• C++
• Public Speaking
• Project Management
• Powerpoint
• Leadership
• Prezi
• Research
• Microsoft Word