1. Areas of Expertise
Incident Management
Client Relation
Problem Analysis
Knowledge Of ITIL
Job Objective
Seeking challenging assignment in the domain of IT service management with an organization of
repute, preferably in Service industry
Summary
• A dynamic professional with nearly 4 years of experience in Service Management, Operations,
resourcing, training and communications plan
Accurate, efficient & methodical in handling assigned tasks
Core Competencies
• Project & Incident Management Support.
• A keen analystwith exceptional interpersonal skills and strong relationship management, team
building, problem solving and organizational abilities
• Liaison with Program Managers, Delivery Heads, Transition Managers and sending timely
dashboards to senior management.
• Tracking and maintaining documents for–Operations,Resourcing, Training and Communication
Plan.
• Maintaining all the program related documents in Knowledge portal.
• Ability to rapidly learn new concepts together with excellent interpersonal skills.
Technical Skills
• MS Office 20072010
• Webex
• Maximo
• ISM
• Citrix Web Client
• Service Now
• TSO
• Lotus Notes
Employment Details
July 2014 to Till Date with IBM India Pvt. Ltd as Change Manager
• Oversee all activities of the Change Management process throughout the life cycle of Change Requests
(CRs)
• Perform initial review of CRs and ensure proper risk& impact analysis is performed thoroughly on all
CRs
• Verify quality of information in Change request
• Reject or defer requests as appropriate, based on the initial review
• Ensure proper planning, scheduling and controlthe movement of changes to test and production
environments.
• Work w ith Project, Production Support and Service delivery managers to prioritize all change requests.
• Table all CRs for a Change Advisory Board (CAB) meeting, issue an agenda and circulate all CRs to
CAB members in advance of meeting to allow prior consideration
• Host and lead Change advisory board (CAB, Urgent CAB and Emergency CAB) meeting involving
Client, Service Delivery Manager, Support teams and Change implementers
• Ensure timing of planned implementations does not conflict with other planned changes or events
• Ensure the Change Management Process is being follow ed as per the process & w orkflowsdefined
• Decide w hich of the requests forchange that have been collected for CAB review should be rejected,
w hich should be fulfilled by the next release, and w hich should be reviewed again during the next CAB
meeting
• Review all implemented and outstanding changes for appropriate status.
• Regularly communicate status of the current changes to all impacted stakeholders.
• Perform Change Post Implementation Review s (CPIR) as and w hen required
• Ensure Configuration Management Database (CMDB) is regularly updated w ith the most recent
information of a configuration item (CI) after each change is performed.
• Develop processes that encourage continualservice improvements
• Document all events and maintain a trackof each change for future references and records
• Produce regular and accurate change management reports
• Provide a point of escalation for change management issues
• Co-ordinate w ith other service lines (Incident, Problem, Configuration and Release Management)
Hemant Tiwari
4th floor 1/C,8th Cross,Munnekollala,Marathahalli,Bangalore.560037
hemanttiwari006@yahoo.com
+91-9900107303
Work Experience
IBM India Pvt. Ltd

2. Barclays Shared Services.
Dec 2011 to 2014 with IBM India Pvt. Ltd as Incident Manager/Workload Manager
• Driving the efficiencyand effectivenessof the incident management process
• Producing management information, including KPIs and reports
• Monitoring the effectiveness of incident management and making recommendations for improvement
• Developing and maintaining the incident management system
• Driving, developing, managing and maintaining the major incident process and associated procedures
• Review ing and auditing the process
• Managing and validating the high priority tickets.
• Training new agents aboutthe process and ticketflow.
• Managing escalations on the desk and investigating the RCA of the escalations.
• Providing floor supportfor the agents and clearing their doubts.
• Creating and maintaining dailySTART OF THE DAY and END OF THE DAY reports for the
desk.
• Attending DMH (Daily Managers call).
• Receiving new updates from SDM’s and notifying same to the team.
• Performing root cause analysis of the aged priority tickets.
• Initiating calls with different Level 2 support teams to narrow down the process gaps
• Ensuring that all IT teams follow the incident management process for every incident
• Got Best Newcomer award “IBM Means Service Award” from IBM for year of 2012 –
2013
Previous Work Experience
Sept’10 to Dec’11 with Dell International Pvt. Ltd, Bangalore as Sr. Resolution Expert’
Role:
• Took inbound calls supporting customers in USA regarding technical support for
both hardware and software on dell desktops, printers, laptops, OEM products &
third party products and applications .
• I worked as a ‘Resolution Expert’ from May 2011 to October 2011. The role
included providing assistance to L1 technicians & making outbound calls to
customers; for unresolved technical issues, mentoring new joiners’ in the team,
monitoring team’s AHT, handling escalations, responsible for team’s resolution rate,
revenue generation & overall enriched customer experience.
• I have also been supporting Transition queue for DOC, facilitating level two
support to new joiners’ , responsible for team’s revenue, resolution scores, AHT,
audit scores, and above all coaching new joiners’ about policies & procedures to
follow on call as well as about professional & ethical work culture practiced at dell
worldwide.
Aug’08 to Sept’10 with Barclays Shared Services Pvt Ltd,Noida Process Advisor Barclays
Shared Services
Role:
• Was working as a Sr. Process Advisor with Barclays Shared Services in Online
Banking .
• Played an important role in a team, by acting as a Mentor and trained skillset 1 to 3
advisors for regular updates provided by Client on the Barclays banking website.
Nov’06 to July’08 with Wipro BPO as a Sr. Associate
Role:
• Was working as a T.S.S. (Technical supportspecialist) in AOL UK Broadband,& handling an
ACE Team since Dec07.
• Earlier worked as a Level-2 consultant,where my job profile includes handling high end
technical problem for AOL clients and members.
• Played an importantrole in a team, by acting as a Mentor and trained Level-1 consultants for
regular updates provided by Clients.
• Being a part of Escalation team,whereas follow-ups are required with BTand Fujitsu on
regular basis.
• Was a part of AOL talk Pilot batch, in which only 22 bestperformers ofthe process were
Initial Experience
Dell International
Barclays Shared
Services.
Wipro BPO

3. Academic Details
 B.A in Political Science from Sikkim Manipal Distance Education .
Personal Details
Date of Birth 6th
May, 1987
Languages English, Hindi
Fathers Name Ashok Tiwari
Mother’s Name Leela Tiwari.
Nationality Indian
Hobbies Surfing the net and watching movies.
Declaration I here by declare that all information given by me is
correct in all respect.
Place: Bangalore
Date:
(HEMANT TIWARI)