Akshay Mundik

Responsibilities and Achievements ❖ Major Incident Management (MIM): o Led and managed major incidents, coordinating cross-functional teams to restore services and minimize business impact, ensuring SLA adherence. o Conducted real-time incident assessments and post-incident reviews (PIRs), identifying root causes and implementing corrective actions to prevent recurrence. o Achieved a 15% reduction in major incidents and a 20% decrease in average response times through proactive incident management and resolution efforts. ❖ Problem Management o Led Root Cause Analysis (RCA) to resolve recurring incidents, collaborating with technical teams to prevent future issues and reduce business impact. o Prioritized and managed high-impact problem investigations, ensuring timely resolutions and effective resource allocation. o Proactively identified potential issues through trend analysis, implementing preventive measures to reduce incident recurrence and improve service stability. ❖ Change Management: o Managed change requests and led Change Advisory Board (CAB) meetings to assess risks and impacts on IT services and infrastructure. o Collaborated with service teams to plan, schedule, and communicate changes, minimizing disruption to business operations. o Monitored change implementation, ensuring compliance with processes, and conducted post-change reviews to drive continuous improvement, reducing change-related incidents by 10%. ❖ Release Management: o Coordinated software, infrastructure, and application releases, ensuring timely schedules and minimal disruption to business services. o Collaborated with development and operations teams to ensure proper testing, deployment, and alignment with business objectives. o Improved the release process, reducing deployment errors by 20% and enhancing release-to-production time through efficient management and post-release support.

Responsibilities and Achievements: *Managed major incidents, reducing resolution time by 30% and achieving 100% SLA compliance, showcasing a proactive approach to incident resolution. *Enhanced major incident management processes, improving operational efficiency by 20% and reducing recurring incidents by 10%, increasing client satisfaction by 20%. *Implemented and managed the ITSM SIAM delivery model, improving service delivery efficiency by 10%. Managed global clients, reducing alert and incident regeneration by 30% through effective tracking and action plans. *Managed over 1,000+ incident tickets per month, contributing to team productivity and reducing incident resolution time. *Communicated effectively with stakeholders, ensuring clear understanding of incident status and resolution plans, and coordinating resources for incident resolution. *Documented follow-up activities and contributed to incident management process enhancement, demonstrating commitment to continuous improvement. *Fostered strong collaboration and teamwork, increasing team productivity by 25%, and demonstrated leadership qualities by remaining composed under pressure and making informed decisions. *Spearheaded major incident management, directing resolver teams to restore services and mitigate business impact. Led SLA and KPI management for cloud and network infrastructure, achieving a 25% reduction in SLA and KPI breaches by providing extensive support and quick resolution. *Reduced ticket creation for Incident, Change, Problem, and Service Catalog by 23% through strategic utilization of ServiceNow, contributing to a 20% improvement in SLA and KPI performance. *Utilized ServiceNow for ticket management, tracking progress, and resolution, communicating effectively with stakeholders to ensure clear understanding of incident status. Documented follow-up activities and contributed to incident management process enhancement, demonstrating commitment to continuous improvement.

Responsibilities and Achievements: *Orchestrated seamless service delivery across the lifecycle, managing incidents, problems, changes, requests, and service assets. Achieved a 38% monthly reduction in low-priority incident counts through knowledge articles and process training, significantly improving incident reporting quality for quicker resolutions. *Minimized disruptions and ensured client satisfaction by following change management procedures and efficiently prioritizing service requests. Maintained a comprehensive inventory of service assets, adhering to SLAs, tracking KPIs, implementing corrective actions, and strategically forecasting resource needs for cost control and optimization. *Led and coordinated the response to major incidents, ensuring timely resolution and minimal impact on business operations. Maintained accurate documentation of major incidents, including timelines and resolution outcomes. *Conducted level 1 troubleshooting for network, Windows, and Linux servers, executing change and activity actions as per established procedures. Verified the effectiveness of changes through post-change validation, contributing to improved network infrastructure quality and efficiency. *Carried out deployment, patching, virtualization, and migration activities on production servers, contributing to smooth operations and proactively identifying opportunities to improve incident response processes and IT resilience. *Conducted thorough root cause analyses for major incidents to prevent recurrence, collaborating with teams to implement corrective actions towards incident resolution, demonstrating a proactive approach to incident management. *Strived for first-call resolution, balancing resolution completeness with its severity and quality of service while maintaining appropriate technical escalation rates in accordance with departmental standards, showcasing a commitment to efficient incident handling.

Responsibilities and Achievements: *Incident Management and Process Implementation: Implemented incident management processes, collaborated with the APM IT team on the Vodafone project, and provided technical support at level-1 (L1) using automation tools, enhancing operational efficiency and service delivery. *Alert Monitoring and Escalation: Monitored application alerts, escalating them based on priority (P1, P2, P3 & P4) to ensure timely resolution of critical incidents. Actively contributed to improving internal processes and documentation, ensuring best practices and access to up-to-date information. *Communication and Stakeholder Management: Maintained effective communication with stakeholders to manage expectations and ensure informed involvement in the resolution process. Created detailed incident reports and maintained a comprehensive knowledge base to support team members. *Adaptability and Professional Development: Demonstrated adaptability and a commitment to professional development, ensuring the team was equipped to handle complex challenges and deliver high-quality service through continuous learning and skill enhancement. *Project Collaboration and Technical Support: Collaborated with the APM IT team in SNOC (Super Network Operations Centre) for the Vodafone project, contributing to efficient operations. Provided technical support to applications at the level-1 using automation tools with pre-designed and scripted operations, showcasing proficiency in automation and technical support. *Comprehensive Documentation: Prepared daily, weekly, and monthly operation, monitoring, and escalation reports using MS Excel, ensuring accurate and comprehensive documentation, showcasing attention to detail and a commitment to maintaining high-quality records.

Responsibilities and Achievements: ❖ Engaged in roles within the Enterprise Back Office at Tech Mahindra, effectively handling direct customer complaints, ensuring prompt and comprehensive resolutions. ❖ Successfully managed waiver-related issues and addressed customer requests, demonstrating strong problem-solving skills and customer service focus. ❖ Proficiently performed complex billing calculations, ensuring accuracy and adherence to guidelines, while utilizing various software applications, including CRM, Genesis, and BCL, to streamline daily operations. ❖ Leveraged technical skills and software applications to enhance operational efficiency, contribute to process improvements, and drive the achievement of organizational goals.