Shiwank Singh
Problem Manager
Pune
Summary
Highly skilled IT Service Management (ITSM) professional boasting over 7 years of experience in the IT industry, with a focus on Incident, Problem, and Change Management. Demonstrated success in implementing ITIL best practices and delivering exceptional service quality to organizations. Proficient in managing cross-functional teams and ensuring seamless coordination in fast-paced environments. Experience in working with SIAM frameworks, contributing to the alignment of IT services and business objectives. Eager to embrace a challenging opportunity in the UK to further capitalize on ITSM expertise and drive continuous improvement for organizational success. Dedicated to staying current with industry trends and applying innovative solutions to enhance service delivery.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Problem Manager
Zensar
Pune
04.2022 - Current
- Spearheaded problem management for European client during data center migration project, April 2022 - December 2022
- Monitored and analyzed Key Performance Indicators (KPIs) for continuous improvement plans
- Managed end-to-end problem lifecycle, ensuring timely resolution and prevention of recurring issues
- Prepared comprehensive problem reports with root cause analysis and corrective actions
- Presented problem progress data in weekly and monthly service review calls for client communication and transparency
- Received client appreciation for exemplary problem management in challenging migration project environment
- Conducted problem review calls and generated in-depth Root Cause Analysis (RCA) reports for underlying issues
- Transitioned to Business As Usual (BAU) role in December 2022 based on outstanding performance during migration project
- Analyzed and developed service goals for in-bound call center
Senior Associate Consultant
Infosys
Pune
09.2021 - 04.2022
- Served as SIAM Problem Manager, overseeing end-to-end problem management for 10+ service providers.
- Coordinated collaboration among diverse teams, streamlining problem resolution across 15 projects
- Established and maintained KPIs, tracking and evaluating problem management performance for all providers
- Identified improvement areas and initiated continuous improvement plans, optimizing processes by 10%
- Conducted regular problem review calls, produced detailed RCA reports, reducing future issues by 20%
- Communicated effectively with stakeholders, providing consistent progress updates in service review meetings
- Achieved success in enhancing service quality, increasing customer satisfaction by 15% through proactive problem management
- Demonstrated adaptability and expertise, managing diverse, complex IT environments with multiple service providers
Sr. Member Technical
ADP Pvt. Ltd
Pune
04.2017 - 09.2021
- Managed Incident, Problem, Change, and Event Management processes, focusing on efficiency and compliance
- Created and communicated weekly reports to stakeholders, driving improvements and ensuring SLA adherence
- Streamlined RFC assessment processes, ensuring process compliance with quality standards
- Conducted Root Cause Analysis (RCA) using brainstorming and 5 Whys techniques, implementing preventive actions
- Maintained high customer satisfaction levels, managing escalations and providing team training and development
- Managed high-impact incidents with cross-company coordination, tracking SLA violations for continuous service improvement
- Facilitated urgent Change requests through CAB approval, providing insightful service and performance improvement suggestions
- Coordinated technical teams during Severity 1 outages, ensuring timely incident resolution and report creation
- Reviewed and approved change requests, conducted TAB, eCAB, and CAB calls, participating in TSG reviews for major changes
Technical Support Engineer
Mphasis an HP Company
Pune
04.2016 - 04.2017
- Served as Single Point of Contact for high-priority incidents, coordinating rapid response and clear communication to stakeholders
- Conducted daily service reviews, attended weekly reviews, and produced monthly reports as Process Owner
- Led major incident management bridges, ensuring timely escalation and effective collaboration with internal teams and vendors
- Utilized 5 Whys technique for debriefing sessions and wash-up calls, identifying root causes and corrective actions for business-impacting incidents
- Acted as SPOC for data collection and dashboard updates, assisting process owners in creating management reports and health scorecards
- Collaborated with CAB, Problem, and Incident Management to monitor critical services and provided consulting on process documentation
- Updated Problem tickets with weekly input from Service/Production Managers and technical teams, conducted process training for technical staff
- Adapted to 24/7 work environment, providing coverage through out-of-hours/on-call rotations as needed
Education
B.E - E&TC
Rajiv Gandhi Proudyogiki Vishwavidyalaya
Bhopal, MP 06.2008 - 06.2012
Skills
Problem Management
Certification
ITIL V4 Foundation
Timeline
Problem Manager
Zensar
04.2022 - Current
Senior Associate Consultant
Infosys
09.2021 - 04.2022
Sr. Member Technical
ADP Pvt. Ltd
04.2017 - 09.2021
Technical Support Engineer
Mphasis an HP Company
04.2016 - 04.2017
B.E - E&TC
Rajiv Gandhi Proudyogiki Vishwavidyalaya
06.2008 - 06.2012
ITIL V4 Foundation
Similar Profiles
Nachiket ShahaNachiket Shaha
Senior Technical Specialist at ZensarSenior Technical Specialist at Zensar
PULLAIAH GUNDLURUPULLAIAH GUNDLURU
Automation Testing Lead at ZensarAutomation Testing Lead at Zensar
Siva GuntakaSiva Guntaka
Technical Consultant at ZensarTechnical Consultant at Zensar