Guruprasad Mukadam

A TECHNOLOGY DRIVEN PROFESSIONAL WITH OVER 20+ YEARS OF EXPERIENCE IN INFRASTRUCTURE ANDSERVICE MANAGEMENT IN THE IT INDUSTRY. I HAVE A STRONG UNDERSTANDING OF BANKING, INSURANCE AND TELECOM PROCESSES, BUSINESS PROCESSES, RISKMANAGEMENT CONCEPTS, AND HAVE GOOD ANALYTICAL AND PRESENTATION SKILLS. ABILITY TO WORK UNDER PRESSURE IN A FAST-MOVING ENVIRONMENT.

I AM STUDYING FOR A MASTER'S DEGREE. [ONLINE PROGRAM NAME: DATA SCIENCE AND ARTIFICIAL INTELLIGENCE – FROM UNIVERSITY OF LIVERPOOL.]

SKILLS

STRONG ORGANISATIONAL SKILLS, WITH THE ABILITY TO WORK INDEPENDENTLY AND PRIORITIZE EFFECTIVELY.

• ITIL - SERVICE MANAGEMENT

• OPERATIONAL IMPROVEMENT

• QUALITY ASSURANCE

• IT MAJOR INCIDENT MANAGEMENT

• IT PROBLEM MANAGEMENT

• IT CHANGE MANAGEMENT

• SERVICE DESK MANAGEMENT

• PROJECT MANAGEMENT

• SLA MANAGEMENT

• INFRASTRUCTURE MANAGEMENT

• DATA CENTRE OPERATIONS

BEST PRACTICES IMPLEMENTING

➢ Responsible for gathering requirements, defining scopes, allocating resources, and establishing scheduled meetings or exceeding project demands. Owned and managed the overall project plan.

➢ Managing the team's operational performance to ensure that agreed targets and SLAs are met.

➢ Facilitated the efficient transfer of new systems into production by working with the Service Design and Transition team.

➢ Supported the establishment and implementation of Service Assurance processes, standards, and policies.

➢ Acting as an escalation point, effectively manage and take full ownership for ongoing incidents, coordinating various work streams to ensure positive outcomes.

➢ Implemented best practices of Change & release, Incident, Problem, requests & ensured adherence.

➢ Chairing the weekly CAB, Communication

➢ Implemented reactive & proactive problem management process & policy, KEDB management.

➢ Conducted Major problem reviews to avoid repeat outages with RCA like Failed change.

➢ Designed the ITSM tool reporting to measure the KPI & produce dashboards.

➢ Trend analysis for reductions of repeat incidents

➢ Key Stakeholder management of IT & Business

➢ Training Pack for the support staffs

PROCESS AND QUALITY:

➢ Ensured adherence to policies and quality processes relating tothe operations management.

➢ Ensured 100% documentation of all projects related material.

➢ Performed internal quality reviews on meeting SLAs.

➢ Ensured external Audits are cleared without any Nonconformities.

➢ Implemented ITIL practices for service level improvement.