Suraj W
ITIL ITSM Incident Problem Change Manager | Service Delivery | Kepner Tregoe | ITIL V4 Certified
- Role
- Itil Itsm Manager at IBM
- Location
- Pune, MH, IN
- LinkedIn followers
- 500 followers
About Suraj W
Results-driven IT Service Management professional with 9+ years in IT and 8+ years in…
Experience
Itil Itsm Manager
Dec 2021 — Present · Pune, IN
Incident Management & Problem Management:• Incident Lifecycle Management: Oversaw incident lifecycle, led P1/P2 bridge calls for SLA-compliant resolutions. Conducted RCA for permanent fixes and maintained the Known Error Database (KEDB) for quicker recurring issue resolution.• Escalation & Coordination: Enforced escalation protocols and acted as liaison between technical teams, service owners, and business units for swift engagement and resolution.• Change Management:• Governance: Ensured alignment with ITIL/ITSM frameworks, overseeing change processes and compliance with guidelines.• Change Requests: Reviewed, assessed, and approved Requests for Change (RFCs) with documentation and impact analysis. Conducted Post-Implementation Reviews (PIRs) to evaluate success, document lessons, and identify improvement opportunities.• Knowledge Management, Documentation & Reporting:• SOP Creation: Documented SOPs for repetitive tickets to streamline resolution.• Reporting: Prepared incident/problem reports, SLA dashboards, and bi-weekly/monthly/yearly CSL/KM reports. Monitored L1/L2/L3 performance and provided executive updates on trends and compliance.• Knowledge Sharing: Developed FAQs and troubleshooting guides to reduce ticket flow and empower customers with self-resolution capabilities.• Governance & Compliance:Ensured adherence to ITIL/ITSM standards and compliance protocols (ISO, CMMI, eIDAS, NISD, PSD2, ePrivacy, HIPAA, GDPR). Conducted audits to maintain 98% SLA compliance and updated processes to align with regulations.• Continuous Improvement & Process Optimization:Utilized metrics and post-incident reviews to enhance processes, achieving 92% client satisfaction. Implemented service improvements for high-quality delivery.• Quality & Auditing:Audited processes, ticket hygiene, and service records (INC, RITM, CHG, ITASK, CTASK), ensuring ITIL/ITSM compliance. Identified gaps, implemented CAPA, and drove Continuous Service Improvement (CSI).
Education
MSBTE Mumbai
Diploma in Electrical Engineering
Rashtrasant Tukadoji Maharaj Nagpur University
Bachelor of Engineering - BE
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