MCMILLAN GOYAL

My Key responsibilities are – • Owner of weekly and monthly CIO critical incident report. • Driving the Incident Management & Critical Incident process with efficiency and effectiveness. • Managing the Coordinating every aspect of a Major Incident since the time it is declared till the MI closure. Hosting and coordinating the Technical and Customer bridges. • Monitoring the effectiveness of Incident Management process and making recommendations for improvement. • Responsible for Managing and Coordinating the Quarterly Maintenance Window for implementation and smooth transitioning of the changes implemented. Also applying MIM/IM procedures and problem solving skills to resolve any issues encountered in the IT infrastructure thereafter. • Handling and managing the customers and vendors/support teams on the Technical bridges. Coordinating and hosting the Customer Bridge to provide business updates to business stakeholders. • Establish and maintain Service Level Commitments. • Reviewing and auditing the Incident Management process. Monitoring support calls, providing constructive feedback, ensuring that support staff follow established support procedures and have the necessary skills to perform effective Incident Management. • Establishing and implementing goals, policies, procedures and performance indicators. • Work with Service Level Manager/Sr. Management to negotiate, get agreement for, design, and maintain SLAs with internal customers and OLAs with other IT support teams. • Create/Review/Modify different Operational/Functional procedure documents for the team use by liaising with the support/vendor/Business IT teams. • Trend analysis and proactive and reactive problem investigation for RCA and RCCA. • Discussing, deciding and implementing corrective actions to improve performance in PIs and KPIs including dealing with partners and suppliers to fulfill the requirements. • Engaging in Rapid Problem solving skills to minimize the incident/ problem impact and

My Key responsibilities as a Major Incident Manager/Business Recovery Manager are – • Driving the Incident Management & Critical Incident process with efficiency and effectiveness. • Managing the Coordinating every aspect of a Major Incident since the time it is declared till the MI closure. Hosting and coordinating the Technical and Customer bridges. • Monitoring the effectiveness of Incident Management process and making recommendations for improvement. • Responsible for Managing and Coordinating the Quarterly Maintenance Window for implementation and smooth transitioning of the changes implemented. Also applying MIM/IM procedures and problem solving skills to resolve any issues encountered in the IT infrastructure thereafter. • Handling and managing the customers and vendors/support teams on the Technical bridges. Coordinating and hosting the Customer Bridge to provide business updates to business stakeholders. • Establish and maintain Service Level Commitments. • Reviewing and auditing the Incident Management process. Monitoring support calls, providing constructive feedback, ensuring that support staff follow established support procedures and have the necessary skills to perform effective Incident Management. • Establishing and implementing goals, policies, procedures and performance indicators. • Work with Service Level Manager/Sr. Management to negotiate, get agreement for, design, and maintain SLAs with internal customers and OLAs with other IT support teams. • Create/Review/Modify different Operational/Functional procedure documents for the team use by liaising with the support/vendor/Business IT teams. • Trend analysis and proactive and reactive problem investigation for RCA and RCCA. • Discussing, deciding and implementing corrective actions to improve performance in PIs and KPIs including dealing with partners and suppliers to fulfill the requirements. • Engaging in Rapid Problem solving skills to minimize the incident/ problem impact and

LTE(4G) Expert