PANCHAM MAURYA

Facilitating end-to-end delivery of the program, meeting internal and external objectives: Estimation, risk, scope, time, resource, quality, and change management. Performing periodic DR drill activity to ensure High application availability. Maintaining and improving service quality standards by monitoring metrics, identifying areas for improvement, and implementing corrective actions.

Worked as Major Incident & Operation Manager Offsite for Banking Customers, including ICICI Bank and State Bank of India. Developed and ensured adherence to processes in Standard Operating Procedures (SOP), Run Books, Operations Manual, IT Handbook, and Change Request Forms (CRF). Led a Project Team in middle management, consisting of a total of 25 engineers.

Managed the service desk for all Business Groups / Lines of Business (LOBs). Performed problem management through a process involving detection, isolation, cause identification, and resolution of application system and infrastructure issues. Utilized tools like Jira, Gantt Chart, Excel, and PowerPoint for tracking, as well as presenting projects in weekly Service Management Review (SMR) sessions.

Managed formatting tasks, application troubleshooting, LANDesk upgradation, Outlook troubleshooting, as well as scanner and printer troubleshooting. Worked as a Field Maintenance Engineer (FME) on the ICICI Bank Project, monitoring more than 2000 desktops and laptops.

Conducted Root Cause Analysis (RCA) for every bug or problem, adhered to appropriate IT Service Management (ITSM) protocols, and ensured proper closure using ticketing tools. Implemented Corrective and Preventive Actions (CAPA) and held regular reviews within the internal team to address recurring issues. Analyzed the aging of Level 1 (L1) and Level 2 (L2) tickets, ensuring adherence to defined ITSM processes for closure Turnaround Time (TAT).