Curriculum Vitae

Vaibhav Sawant (ITIL V3, Lean SSGB)

Address: 003/44, Gadeshwar Kripa Co-Operative Hsg Society, Datar Colony Bhandup (East),

Mumbai-400042.Date of Birth: 10 Nov 1984

Email: sawantvaibhav4@gmail.com

Contact: 8655242276/9022686589/9769760839

SKILLS SUMMARY

Dedicated IT professional with 8+ Years of extensive experience in Service Delivery, Incident Management, Information Technology and Infrastructure Library platforms leading to consummate achievements in multi-national organizations in a continuous service improvement industry. An innovative problem solver, strong communicator, decision maker and team leader with abilities to contribute for a sustaining organizational growth.

Effectively manage multiple, high priority projects related to Process improvement such as Robotics and various Continuous Improvement Programs; Looking forward to be a part of a growth-oriented organization which allows a professional to remain pertinent continuously through intellectual challenges for upgrading knowledge, and a wide scope to prove inter-personal skills.

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

MY KEY COMPETENCIES (SKILLS AND ABILITIES)

Technical Knowledge Adherence to process and

organizational measures while delivering services

Designing KT schedule and Reports Proficiency in Management Reports

Project Management Maintain Quality Control Standards Ability to work closely with and develop

relationships with clients Disciplined, energetic and results

orientatedPERSONAL AND CONFIDENTIAL

Vaibhav Sawant Create Service Improvement and

Performance Improvement Standards Team / People Management Process Improvement Strong experience in MS Office

Highly Competent to achieve desired outcome

Able to set Priority Good communication skills, courtesy

and patience

PROFESSIONAL TRAININGS

Certified Lean Six Sigma Green Belt, TUV SUD South Asia Academy Certified ITIL Professional (ITIL®V3 Foundation, Intermediate (RCV)), from Peoplecert. Completed numerous courses and seminars in customer service, time management, leadership,

performance assessment and workplace safety

EDUCATION & CREDENTIALS

Graduate in Computer Science from Mumbai University, 2006 Advanced Diploma in Hardware and Networking from CMS Computers with 70+% (Aggregate) Certificate in MSC-IT Languages: English, Hindi and Marathi

ACHIEVEMENT HIGHLIGHTS

Best Technician on the floor with Sutherland Global Services within 6 months Coached new agents on getting the required parameters to maintain team performance. Updated Team with the latest methods to maintain Quality. Enhanced the Quality of the Team by innovative methods. Appreciated for Major US Incident Management transition with Atos India Pvt Ltd. Several client appreciations for effective Incident Management skills in current role Rewarded for 65% reduction in Incidents Reported towards services disruption thereby improving availability

and quality of service delivery in current role.

PROFESSIONAL EXPERIENCE

TATA CONSULTANCY SERVICES

August 2014 – PresentLocation: Mumbai, India

Position Held : Business Process Lead

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PERSONAL AND CONFIDENTIAL

Vaibhav SawantCurrently working with Tata Consultancy Services as Major Incident/Problem Manager for a globally highly reputed Chemical manufacturing client. Chairing all Major Incidents and it’s communication to the business world at the same time 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 control future outages.

Roles and objectives

1. 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,

2. Identify root cause for the Incidents by adherence to the Problem Management best practices & implement measures to prevent recurrence of the incident so that dollar loss to the business is minimized, controlled and measured.

3. Communicating with the customer about Incident details like the start of downtime, impact, ETR, Next scheduled update.

4. Facilitate and deliver Crisis/HIT projects using the Six Sigma (DMAIC) Methodology to improve availability of services to the customer also timely tracking the performance of the solution applied.

5. Provide weekly reports for major incidents, incidents with a higher duration and long running incidents. Highlighting the grey areas and improvement opportunities.

6. Handling and replying to all Kinds of Clients Escalations and converting them in to projects towards Service Excellence.

7. Using the 5 why RCA process to find the underlying root cause and applying permanent fix to the problem.8. Identifying and resolving all contributing factors for major incidents during RCA9. Setting control measures for future occurrences during and post RCA meetings and following up on same10. 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)

Monitor Performance / Team Quality Management: Implemented best practices and metrics to improve operational efficiencies by performance monitoring Monitoring and mentoring team members towards delivering effective and quality services to the client in the

areas of client communication and escalations (Functional and Hierarchical) Interpret client concerns/feedbacks accurately and proactively reply with the solution or workaround and

converts those statement in to a Client Project. Consistently delivered team efforts (KPI reporting and Proactive problem management) on time.

PROJECT MANAGEMENT/SERVICE IMPROVEMENT ACTIVITIES:

Suggested and managed Continuous Improvement project, to track and recognize efficiency benefits.

Crisis Management: Led Crisis situation Incidents to resolution with permanent fix and controlled measures to validate the fix applied parallel adherence to Six Sigma methodology to define the project flow and client communication. Results: Successfully completed and Implemented projects ahead of schedule and developed Multiple CI’s

with appreciations

2. ATOS INDIA (P) LTD

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PERSONAL AND CONFIDENTIAL

Vaibhav Sawant

Position Held: Incident/Problem Manager Sep 2012 – Aug 2014

Roles and objectives:

To ensure all Major Incidents are addressed within SLA response and sending out Alerts or Notifications. Process optimization, using analytics and performance measures to drive continuous improvement Managed 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 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 are raised and worked upon. Updating the KEDB database with known error records. Prioritising problem tickets for effective assignment Adherence to the problem management process and activities for successful deliverable as per client

requirements/SLA Validation of changes and categorizing them as Standard or Non –Standard changes. Routing Standard changes to relevant support group for action

SERVICE IMPROVEMENT ACTIVITIES

Successfully routed escalations to the respective hierarchy points for effective client presentation of solutions applied

Identified and corrected tickets closure automation process to achieve the desired SLA which improved the effectiveness of the SLA dashboard to client.

3. CAPITA INDIA (P) LTD (MUMBAI)

Position Held: Sr.Executive. Technology (Service desk)

Jan 2009 – May 2012

ROLES AND OBJECTIVES Managing calls/Team within the agreed service levels 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. 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 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.Page 4 of 6

PERSONAL AND CONFIDENTIAL

Vaibhav Sawant 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.

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 (P) LTD (MUMBAI)

Position Held: Sr.Technical Support Executive

Nov 2006- April 2008

ROLES AND 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.

SERVICE IMPROVEMENT ACTIVITIES

Creating and updating all new DSN (Dell solution Network) entries for complex computer issues helping team members to resolve and achieve targeted CSAT.

Results: Won best team on the floor for achieving lowest AHT, first call Resolution and customer satisfaction.

Reason for change: - Strategic growth plan

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PERSONAL AND CONFIDENTIAL