Kirtesh Pandey

Accountable for leading the delivery of project(s), program or portfolio that are large, complex and represent significant benefit / risk to our customers. Manages project risk for BT and customers with an ability to use and adapt recognized project management methods and processes. Ensures the PMO and resourcing functions have clear line of sight of upcoming demand and contract requirements. Act as a customer champion. Working for Network circuits, Routers, Switches, cloud services, SD-WAN, MPLS delivery. Working on PMO tools with BT subsidiaries dealing end to end with survey and planning. Creating a project flow schematic diagram, network diagram and working with account managers for getting service delivered. Dealing with BT engineers both Field and Remote to get the change requests progressed on time.

Support Remedy and ITSM tools covering Incident Management, Problem Management, Change Management, Knowledge Management, Service Request Management, Service Level Management, CMDB/Asset Management, and Reporting business solutions. Administer and maintain the BMC Remedy ITSM and other ITSM tools platform for optimal performance including but not limited to applying updates, monitoring, upgrades, process queries and reports.

Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations. End to end responsibility for the management, communication, escalation, investigation, and resolution of critical incidents. Coordinating with cross-discipline team members to make sure that all parties are on track with project requirements, deadlines, and schedules. Search, identify, export and analyze data associated with ITSM processes as required for KPI, CSF and Operational Metrics reporting. Extensive knowledge of process and IT service management concepts. Firm understanding of ITIL process guidelines.