Pankaj Nikhare

• Leading the Reporting function of IT Service Desk, Major Incident Mgmt., Problem Mgmt., Change Mgmt & Critical Applications.
• Manage a team of approx 22 Associates, Specialists & TL’s. Support and guide them to achieve their Projects & Goals
• Preparing Service Governance Pack for all Business Unit’s.
• In consultation with IT Service Delivery Management define and maintain the set of KPI calculations which underpin our Service Delivery Agreements with the business.
• Maintain a monthly reporting diary to ensure that all lines of business receive their respective monthly reporting pack
• Work across all of IT and the lines of business on initiatives that enhance Reporting Accuracy and Service Level Attainment
• In advance of Customer SLA reporting, convene a monthly Internal Service Level meeting with all Head of functional Team / Managers to align any service level mitigation
• Continually identify areas to improve and optimize the reporting activity.
• Working with Service Transformation teams to align reporting as underlying service management toolsets change.
• Work with all of IT Support teams to clarify weekly and monthly service performance metrics at Management Level.

Projects Drive

· Report transformation into Microsoft Power BI

. Service Transition of Service Delivery Reporting from UK (Leeds) to INDIA (Mumbai).

• Working as a Handover to Operations Manager for Client and was a prime liaison between the service transition and the service operations teams in the implementations for site operations
• Manage complete Configuration Management Database CMDB.
• Analyse the data from Tools like GINI, GOLD, SESAM, Service Now(CMDB), MSS, Orion/SolarWinds, Orchestre, Oceane, FLIP.
• Worked on Asset Management & Inventory Management
• Manage current and historical state of the CIs (Configuration Items) including decommissioned sites.
• Prepared analytical Change Management, Incident Management & Network Performance reports as per Client needs.
• Conducted Root Cause Analysis (RCA) on the critical Network escalated & global outage Incidents.
• Performed Data Integrity Analysis and working as a SPOC for the Client.
• Handling Service Level Management Reporting & Service Desk Quality audit of Incidents on monthly basis for Customers.
• Review and monitor SLA’s, KPIs, MIS and provide the analysis to Customer Service Manager & Director
• Acting as a L3 point of contact for Escalation.

AGILE Project Management

· Conducted & managed weekly, and bi-weekly Agile Sprints with team sizes over 10.

· Used Scrum Agile Methodology (Jira) (Daily Scrum Meeting, Planning Poker, Sprint Backlog, 1on1 meetings).

· Work with Scrum team to remove impediments. Track and report on progress of the Sprint.

Projects Drive

· Automation (VBA Macro)

· Report transformation into Microsoft Power BI

· Problem Management & Incident Reduction

· Report Reduction

· ENE (Excel No Excel)

Attainments

· CHANGE MAKER Award received from Customer Service Director for the month of JUL’20, NOV’22 & DEC’22.

· Shine Orange (Best Performance) Award received for the month of Nov’17, Dec’19 & Nov’20

• Doing Quality Audit of Integrated Service (IS) & Network Service (NS) with Creation of Contracts, Sites, SLAs and Prices.
• Working on Data Management as comparison of Data, maintain & prepare Anomaly report.
• Prepared the Clarify database of Asset Management
• Handling the CUBS (Customer User Billing System) & resolving the Revenue Rejection (exceptions/anomalies)
• Preparing KPI dashboard including Quality & TAT Report of Accenture team on weekly, monthly & quarterly basis
• Preparing daily workloads for staff & coordinating the daily allocation of work to Accenture team
• Taking process briefing with Accenture team members along with Process Test.

Projects Drive

· Byron Project i.e., Transition of Data Management Process to Accenture (Chennai).

· SITA Decommission Project.

Attainments

· LOCAL (Change Maker) Award received from Customer Service Director for Customer SITA in AUG’12.

· EMPLOYEE OF THE MONTH AWARD received - 15 times

• Manage the total Transaction Process for the updating of Property Documents for the Home Loan Customers
• Handled 40 team members
• Solving the team members problem related to the updating of Documents & Property details.