Subham Saraogi

About Subham Saraogi

With over 12 years of experience in the IT industry, I am an Associate Consultant at TCS, where I manage ITIL processes, business process improvement, and technical support for various domains. I have an ITIL Foundation Certificate in IT Service Management and expertise in ITIL Service Operations, Availability Management, Incident Audit, and Cross-Functional Coordination.My mission is to improve service to customers by minimizing incidents and business disruption caused by change activity, maintaining a forward schedule of change for the department, improving the visibility and communication of change activity, and defining and maintaining change management policies and procedures. I also provide support and guidance to service providers and work with project teams and service operations to ensure that IT services are ready to be released into production. I am passionate about delivering high-quality solutions that meet the needs and expectations of the users and the business.

Experience

1. Associate Consultant

   Tata Consultancy Services

   Oct 2024 — Present · Pune, IN

   Part of Global Technology Operations who is responsible for Continuity and Recovery services.Responsible for handling end to end MIM, Change Management, Problem Management process.Responsible for maintaining SLA\'s for Sev1/Sev2 on priority basis.Responsible for scoring the impacted Sev1/Sev2 tickets.Responsible for Escalation Management if no support if being provided by support groups or there is adelay in joining the bridge calls.Responsible for the closure of Sev3/Sev4 tickets under the defined SLA.Maintaining documentation for MIM, Change Management, Problem Management process.Auditing the tickets for finding the loop holes in documentation in tickets.Approving or rejecting an ECR which is being raised for mitigating the impact caused by the majorincidents.Updating the client management about the major incidents as part of BAU activities.Sending proper updates on various channels for the client about the major incidents on frequent basis tillthe closure of the incidents and changes.Responsible for closing the pending/resolved incidents and changes.Responsible for updating the team about their specific tasks which are in pending state for the incidentsand changes.Ensuring the channels, loop notes, tickets, notifications (declaration/resolved), pager duty notes are beingsent/updated on frequent basis.Ensuring to full fill the pending information on the channels, loop notes, tickets, notifications(declaration/resolved), pager duty notes on frequent basis.Responsible for handling the escalations/justification received by the clients.Responsible for maintaining the track record for all the bridge calls.Responsible for maintaining the turnover channels, handover channels, checkpoint channels for theongoing/pending issues.Responsible for creating/resolving the problem tickets, ensuring all the problem tasks are closed on time.Responsible for attending the various meeting CAB, internal discussions with client on MIM, ChangeManagement, Problem.

Education

• Mispa Mission

  Ssc, Maths

  1995 — 2007

• Rajiv Gandhi Prodyogiki Vishwavidyalaya

  Bachelor of Engineering - BE, Computer Science

  2007 — 2011

Skills

• Unix
• C
• Itil V3 Foundations Certified
• Mysql
• Incident Analyst
• Itil
• Team Management
• Microsoft Sql Server
• Databases
• Vbscript
• Php
• Incident Management
• Pl/Sql
• Pre-Sales
• Core Java
• C++
• Html
• Human Resources
• Java
• Sql
• Manual Testing
• Oracle
• Requirements Analysis
• Vendor Management
• Servlets