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Kartik Thevar

ITIL Consultant/Incident Manager

Mumbai

15+ years of work experience

Wipro
Jul 20215 yrsPresent

India

APAC Region Service Delivery, Operations, Cross Functional Services, Managing 10 different countries ITIL processes across the globe. Driving Process owners to bring innovative ideas that benefit the customers & business.
FIS
Aug 20183 yrsJul 2021

India

Major Incident Management Lead, ITIL Consultant, Reporting & Data Analytics. Handling 600+ Banks & Investment Companies across North America.
Atos
Mar 20171 yr 5 mosJul 2018

Pune/Pimpri-Chinchwad Area

 People Management  Handling Priority Escalations & Bridge calls for 59 different companies (clients).  Work in cohesion with the Resolver Group in expediting a smooth flow of incident events toward their resolution.  Modifying process documents as per the client requirements.  Ensures incident closure facilitation is taken care of in case of high priority or high severity incident and otherwise.  Conducting trainings for downlines.  Monitoring performance of team member and providing required coaching, as and when required.
CompuCom
Nov 20151 yr 5 mosMar 2017

Pune/Pimpri-Chinchwad Area

 Monitoring and coordinating the end-to-end ticket management such that the delivery of core support, services with high efficiency, effectiveness and continual improvement.  Handling Severity Escalations & Bridge calls for 10 different companies (clients).  Work in cohesion with the Resolver Group in expediting a smooth flow of incident events toward their resolution.  Ensures incident closure facilitation is taken care of in case of high priority or high severity incident and otherwise.  Handling Bridge calls for Major Incidents. Meeting & exceeding the assigned Service Delivery Time lines.  Ensures incident escalation management within the org - Follow-up on repeat incidents for permanent fix - Prepare daily tracking report and communicate to all the relevant stakeholders.  Updating the project knowledge base whenever needed.  Represent the Major Incident Management Team to various 2nd and 3rd level functional support groups.
Mphasis
Nov 20105 yrs 1 moNov 2015

Mumbai Metropolitan Region

Handling bridge calls, escalations, sending notifications, reports. Drafting RCA, request management, conducting process training. Queue Management, worked on projects to improve the FCR of entire desk across three locations.

Education

Mumbai University Mumbai

Bachelor of Commerce - BCom, Business/Commerce, General

Mumbai University Mumbai

20043 yrs2007

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Headline

ITIL Consultant/Incident Manager

Location

Mumbai

Work experience

Project Manager at Wipro, Jul 2021 - Present · 5 yrs, India, APAC Region Service Delivery, Operations, Cross Functional Services, Managing 10 different countries ITIL processes across the globe. Driving Process owners to bring innovative ideas that benefit the customers & business.

ITIL at FIS, Aug 2018 - Jul 2021 · 3 yrs, India, Major Incident Management Lead, ITIL Consultant, Reporting & Data Analytics. Handling 600+ Banks & Investment Companies across North America.

ITIL Consultant/Incident Manager at Atos, Mar 2017 - Jul 2018 · 1 yr 5 mos, Pune/Pimpri-Chinchwad Area,  People Management  Handling Priority Escalations & Bridge calls for 59 different companies (clients).  Work in cohesion with the Resolver Group in expediting a smooth flow of incident events toward their resolution.  Modifying process documents as per the client requirements.  Ensures incident closure facilitation is taken care of in case of high priority or high severity incident and otherwise.  Conducting trainings for downlines.  Monitoring performance of team member and providing required coaching, as and when required.

Incident Manager at CompuCom, Nov 2015 - Mar 2017 · 1 yr 5 mos, Pune/Pimpri-Chinchwad Area,  Monitoring and coordinating the end-to-end ticket management such that the delivery of core support, services with high efficiency, effectiveness and continual improvement.  Handling Severity Escalations & Bridge calls for 10 different companies (clients).  Work in cohesion with the Resolver Group in expediting a smooth flow of incident events toward their resolution.  Ensures incident closure facilitation is taken care of in case of high priority or high severity incident and otherwise.  Handling Bridge calls for Major Incidents. Meeting & exceeding the assigned Service Delivery Time lines.  Ensures incident escalation management within the org - Follow-up on repeat incidents for permanent fix - Prepare daily tracking report and communicate to all the relevant stakeholders.  Updating the project knowledge base whenever needed.  Represent the Major Incident Management Team to various 2nd and 3rd level functional support groups.

Core Incident Manager at Mphasis, Nov 2010 - Nov 2015 · 5 yrs 1 mo, Mumbai Metropolitan Region, Handling bridge calls, escalations, sending notifications, reports. Drafting RCA, request management, conducting process training. Queue Management, worked on projects to improve the FCR of entire desk across three locations.

Education

Bachelor of Commerce - BCom, Business/Commerce, General, Mumbai University Mumbai

Kartik Thevar - Project Manager in Mumbai | Tal