1. Curriculum Vitae
Vaibhav Sawant (ITIL V3, Lean SSGB)
Email Address: sawantvaibhav4@gmail.com
Mobile Phone: +91 8655242276
Date of Birth: 10th
Nov 1984
CAREER HIGHLIGHTS
An experienced ITIL V3 and Lean Six Sigma Green Belt certified professional offering more than 07
years of expertise in developing & deploying cost-effective & time critical solution management plans
with innovative customer oriented technical strategies. Demonstrated career success by achieving
customer satisfaction and showed efficiency in application of wide management knowledge in multiple
domains. As a team oriented professional, always focused in applying team management plans to
achieve business goals on time with quality deliverables. To manage & maintain an effective technical
support service thereby enabling staff in the organization to use the IT systems provided in support of
business activities with the minimum down time or difficulty caused by systems failure
Experience:
8+ Years of total Experience in Service Delivery and Continuous service improvement industry. Currently
working with Tata Consultancy Services as Major Incident Manager for an Globally highly reputed Chemical
manufacturing client. Chairing all Major Incidents and it’s communication to the business world parallely
ensuring right technical and analytical attention is provided during the restoration process, Ensuring
adherence to business strategy of resolving incidents .Reviewing incidents by implying the RCA process to find
and fix the underlying root cause / probable root cause and avoid similar outages in future.
Qualifications and Certification
• Bachelor's degree in Computer Science from Mumbai University
• HSC from Maharashtra State Board
• SSC from Maharashtra State Board
• Information Technology Infrastructure Library (ITIL) Version 3 Certified.
• ITIL Intermediate RCV(Release, Control & Validation) certified
• Ms-CIT
• ADNT(Advance Diploma in Networking) From CMS computers
• Lean SSGB Certification from Novel Vista Technologies
Significant Achievements
• Best Technician on the floor with Sutherland Global Services within 6 months
• Coached new agents on getting the required parameters to maintain team performance.
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2. Vaibhav Sawant
• Regularly updating Team of the latest methods to maintain Quality.
• Enhanced the Quality of the Team by innovative methods.
• Part of Major US Incident Management transition with Atos India Pvt Ltd.
INTRODUCTION & CAREER OBJECTIVE
To speak about myself, I am a very loyal person with pleasant personality and I possess the below listed
qualities and abilities which I feel is very crucial in becoming a good manager.
1. Able to set Priority
2. Able to work under pressure
3. Action oriented
4. Organized/Systematic
5. Good Learner
My career aspiration is to be part of an organization, where I can contribute effectively to its growth, enhance
my current capabilities and also to utilize my communication, convincing and coordinating skills for growth
and better prospects of the company as well as if given an opportunity can make a significant contribution to
the success of the organization.
PROFESSIONAL EXPERIENCE
1. TATA Consultancy Services
Client: Dow Chemicals
Position Held: Major Incident Manager.
Period: 25th
Aug 14 – Till Date
Tata Consultancy Services [TCS] is a leader in the global marketplace and among the top 10
technology firms in the world which delivers excellence and certainty across all of IT needs in
today's demanding business environment.
As a Major Incident Manager, my primary responsibility towards The DOW Chemical Company
[client] is to drive incidents to closure, restore services as early as possible, identify root cause for
the event & implement measures to prevent recurrence of the incident so that dollar loss to the
business is minimized, controlled and measured.
INCIDENT MANAGEMENT
• Work only on P1 incidents with support teams and all the executives to restore the services on priority basis
and also ensuring that P1 and Major Incident management procedure is followed by the team without any
lapse.
• Manage incidents with high impact, or potentially high impact, which requires a response that is above and
beyond that given to normal incidents, requiring cross-company coordination, management escalation.
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3. Vaibhav Sawant
• Track the SLA violation and ascertain continuous improvement in service delivery
• Facilitate prompt action during crisis/HIT
• Monitor the reports of calls logged, resolved and pending on a daily basis
• Adhere and ensure that the team follows security policies and procedures as laid down by the organization
• Provide weekly reports for major incidents, incidents with a higher duration and long running incidents;
highlighting the grey areas and improvement opportunities.
• Job allocations to different teams (Server, Network, AD, DNS etc.), authorize reboot for Server(s), Switches,
Routers, recycle of critical services like Exchange, IIS or any application services.
• Reach out to the second/third level of expertise or SME (technical teams) in case of minimal progress on an
incident or the management escalation (SDM/Account Mgr) if necessary.
• Escalation of incident(s) having global impact and ETA for resolution to top management and stakeholders
within the company and its JVs.
• Monitor implementation of new technology through incident / change management. Drive urgent change
request by involving CAB and seeking necessary approvals.
• Communicate to upper management about the outages and also provide status of existing incidents via
email.
• Preparation of monthly Service Level Report which is shared with end client. Also Participate actively in new
tool implementation and Participating actively in new tool implementation.
• Manage multiple incidents at the same time and drive them to resolution with perfection and always main
0% error margin.
• Training on incident management and other process activities to delivery team members.
• Suggestions on service improvement and performance improvement.
PROBLEM MANAGEMENT ACTIVITIES:
• Performing RCA of all major incidents using the Brain Storming Session technology
• Using the 5 why process to find the underlying root cause and applying permanent fix to the same
• Identifying and resolving all contributing factors for major incidents.
• Setting control measures for future occurrences
• Performing proactive RCA with the help of trend analysis and incident management data converting the
same in to a project and applying fix by adhering to the right process (Change Management)
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• Following up on action items assigned during the RCA session
• Delivering and completing the RCA within the defined SLA (14 business days)
2. Atos India Ltd.
Client: Schlumberger.
September 2012 – 14th
Aug 2014
Project: SLB Process operations
Role: Incident and Change Manager -Process oriented Level-2 Incident Desk and support for SLB Managed
Services
Tools / Technology Used: SDM 12, USD 6, AM5, Landscape Scanner, CLIP reporting.
Responsibilities:
Managing, Controlling and routing Incident and Change Request related IT infrastructure with SLA.
(INCIDENT MANAGEMENT)
• To ensure all Major Incidents are addressed within SLA response and sending out Alerts or
Notifications.
• To manage and support all service incidents either personally or via the Service Desk, through to
successful completion and user satisfaction
• Manage incidents with high impact, or potentially high impact, which requires a response that is
above and beyond that given to normal incidents, requiring cross-company coordination,
management escalation
• Ensure quality of information in High Severity Incident records is accurate to support other Service
Management processes.
• Own, maintain, educate & continuously improve the Incident Management processes, policies, work
instructions & reference materials (including communication tools).
• Chairing daily Incident Management Calls for validation of Major Incident reported in last 24 hours
with Operations Manager and Client and ensures related Problem Records and raised and worked
upon.
• Maintain and update Daily Dashboard.
• Preparing KT plan for new joiners as per the resource availability schedule
• Processing and implementing service improvement Plans for better service management
• Handling and follow up of Escalations reported related to change and Incident.
CHANGE MANAGEMENT.
• Validation of changes and categorizing them as Standard or Non –Standard changes.
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• Routing Standard changes to relevant support group for action
• Availing various approvals related to providing rights and privileges to client.
• Ensuring SLA is adheres and follow-up of the same
• Ensuring correct procedures are involved while handling Urgent Changes and minimal impact to
the business
3. CAPITA IT SERVICES: (INDIA) as a Sr.Executuve. Technology (User Administration / Incident
/Service Desk Management) - Jan ’09 -16th
May 2012
Capita IT Services is part of The Capita Group Plc, which designs, implements, support sand operates IT
infrastructures, networks, applications and processes.
Capita is the UK’s leading Financial Business process outsourcing (BPO) and professional services
company, delivering back office administration and front office customer contact services to private and
public sector organisations across the UK and Ireland.
Projects: Prudential Process and Multiple Client Desk
Built on the ITIL principles, Capita IT currently has 6 core functions:
Technologies used: RMS, Amdocs and CA Unicenter.
ROLES & RESPONSIBILITIES
• Managing calls/Team within the agreed service levels
• To plan, coordinate, and monitor the follow-up of issues identified from complex and high impact
system problems that occur within the production environment of clients’ systems
• To act as the central communication point for the follow-up of Severity 1 and 2 issues for
permanent fix.
• Providing resolution for desktop problems, workstation rebuilds, providing problem diagnosis
using appropriate control tools.
• Carrying out Lotus Notes activities, e.g. modifying mailing groups, resetting passwords.
• Maintain and document management of Problems in the supplied tools
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• Documenting, Logging and Managing calls in the Service Management tool to high Standard.
• Coaching the Team on Technical issues and giving them a direction to achieve their personal and
Team goals.
• Interacting with Clients to foster better communication and Client
• Identifying areas for improvement using key measurement(s).
• Scheduling and forecasting Team shifts that meet service levels accommodate agent preferences
and satisfy work regulation, all for minimal cost.
• Acting as point of escalation for day-to-day problem issues and escalating the problem revolver
groups as required bringing the resolution of the problems back on schedule.
• To manage IT Service Incidents that affect Capita through to recovery. Ensuring communication
and escalation are effectively managed as part of this. The senior Analysts will lead all Mumbai
based incidents.
• Service Management knowledge as per ITIL model
• Supervise & analyze the call Logged as per the priority
• Ensure that high level of service is constantly delivered to clients and the other departments as
per agreed SLA
4. Sutherland Global Services:- Worked as Sr.Technical Support Executive for Dell Consumer
Hardware Support from 14th November 2006 to April 2008
ROLE & OBJECTIVES
• Trouble shooting any issues with hardware, software and internet connections from home and
corporate users.
• Coaching the Team on Technical issues and giving them a direction to achieve their personal and
Team goals.
• Following up on cases for Customer Satisfaction and maintaining the standards
• Providing second level support for unresolved issues by level1 agents.
• Managing escalations and irate customer leading to raise the level of customer satisfaction.
• Conducting sessions for level 1 agents for achieving targets.
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PERSONAL INFORMATION
Email Address: sawantvaibhav4@gmail.com
Mobile Phone: +91 8655242276
Date of Birth: 10th
Nov 1984
Nationality: INDIAN
Address: 003/44, Gadeshwar Kripa Co-Operative Hsg Society, datar Colony Bhandup (East), Mumbai-400042
Languages Known: Can Read, Write & Speak English, Hindi, and Marathi
• Interests/Hobbies: Assembling PCs & Troubleshooting, Trekking, Movies and Music
Current Company: - Tata Consultancy Services
Desired Location- Mumbai
Current Team Size: - 25
Notice Period: - 3 month (Negotiable)
Reason for change: - Strategic growth plan
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