loader
Summary
Overview
Work History
Education
Skills
Certification
Project
Work Availability
Achievements
Timeline

Harsha Pawar

IT Profession - Service Management
Bengaluru
Summary

Business Leader with proven ability to develop and implement business management goals. Creates business strategies, allocates resources, finds ways to increase productivity and assesses employee performance. Liaises with partners and suppliers. Strong business acumen and managerial abilities.

Overview
1
1
Certification
2
2
years of post-secondary education
10
10
years of professional experience
Work History

Shift Lead - Incident Management

IBM India Pvt Ltd
2020-05 - Current
  • Managing resources across 3 different locations.
  • Managing team of 50 resources across shift.
  • Coordinate with IT and Business and bring different technology groups together for issue resolution and service quality improvement.
  • Hosting and chairing Major incident management calls.
  • Facilitate work around solutions; restore systems immediately with minimal business impact.
  • Coordination with system owners.
  • Creating knowledge database to identify impact area within minimal time duration.
  • Timely escalation of problems occurred to senior management.
  • Incident/ Problem management process documentation.
  • Working closely with Infrastructure and Application teams to restore services on priority.
  • Helped Co-workers to improve team performance.
  • Trained/Mentored new team members.
  • Handling Escalations, Bridge Calls.
  • As team, were able to reduce incoming volume of INC by 5% by identifying repeated issues and fixing them on timely manner.

Workload Manager - Incident, Change, Problem Mgr

IBM India Private Ltd
2015-03 - 2020-05
  • Service Delivery - Ensure all SLA's/SLO's/KPI's are met.
  • Maintain Service Level commitments to all activities handled for accounts supported as per agreed customer requirements.
  • Follow standard templates and procedures for Dispatching/Workload management.
  • Analyze all incoming work and assign it to appropriate resources, ensuring SLAs are met.
  • Perform SA utilization variance analysis , and reporting to Manager.
  • Workload tracking and planning absorption.
  • Analyze swing rule and dispatching methods and recommend for optimization of Pool composition(R/B/J) as applicable.
  • Periodic review of all Dispatching rules and update them on need basis.
  • Follow agreed/documented escalation procedures and timelines.
  • Ensure timely communication on all issues both within.
  • Ensure Proactive identification of repeated incidents /alerts and provide inputs to QA for analysis.
  • Managing workload across 3 locations.
  • Managing their roster & leaves.
  • Acting as Change Manager for Global Change Management, which includes handling of major changes affecting different GBUs across Globe.
  • Hosting CAB and Technical Review Meeting for Global Change Management.
  • Reviewing Change Implementation plans thoroughly, analyzing risks and Impact of changes further and approving these Major changes if suitable.
  • Monitoring changes till closure and perform PIR wherever required.
  • Completely responsible for Change Management part of project.
  • Identifying and analyzing changes that are required for project execution.
  • Coordinating and closely working with Technical Storage team and Client Project Team for gathering information/ requirements for project and later creating and forward scheduling changes accordingly.
  • Prioritize Change requests as per their Urgency and Level of impact and closely monitor them in actual Go Live phase.
  • Coordinating with different teams like AIX, Wintel, UNIX, VMware and SharePoint technical teams for technical details and implementation of changes.
  • Attending and representing changes in different CAB calls for different customers.
  • Doing Post Implementation Review of changes for project.
  • Update and distribute long term Change Plan which in sync with project plan and track them till their closure.
  • Preparing Reports and published to management.

Workforce Management TL

Firstsource Solution Pvt Ltd
2014-10 - 2015-03
  • Managing different teams across multiple locations.
  • As workforce management supervisor, was able to reduce leakages by proper utilizing seat capacity.
  • Managed team of 30 resources across multiple locations.
  • Spoc for sending revenue analysis report. (vertical wise, Location & Company wise)
  • Spoc for sending WFM HC Report (vertical wise, location & company wise).
  • Spoc for sending WFM HC Report (vertical wise, location & company wise).
  • Spoc for handling seat capacity (vertical wise, location & company's wise).
  • Spoc for sending quarterly business performance report (vertical wise, location & company wise).
  • Spoc for minimizing leakages to improve productivity and performance (vertical wise, location & company wise)
  • Spoc for sending Weekly, Daily & Hourly forecast of call volume forecast for domestic process.

Senior Team Leader

First source Solutions Ltd. Bangalore
2013-07 - 2014-10
  • Worked as Process Leader for Vodafone Process from Jul'2013 to Oct' 2014.
  • Managing team of 50 members (L1 and L2 members).
  • Was managing entire shift along with 1 Team Leader.
  • Was primary point of contact for any issues during shift.
  • Helping to improve Quality scores by analyzing Data using Six Sigma Tool and Quality Control tools.
  • Preparing Process Quality deck for business review with Clients
  • Handled training & operation together in center for process and train other location staff
  • Consistently meeting targets in process as per client requirement ( Quality & Operation metrics)
  • Weekly & monthly TL reviews done including Trainers & SME's
  • Taking care of newly hired trainees with help of SME's & Compliance team and Trainers
  • Monitoring performance of team on daily, weekly and monthly basis
  • Be Innovative to improve process and to achieve client requirements
  • Attending client meetings and updating on new products and process.
  • Was able to reduce AHT by 5 seconds by running AHT Project across floor.
  • Increased C-SAT score across floor by providing required trainings to resources like soft skill, process oriented training's.

Team Leader

First source Solutions Ltd. Bangalore
2011-07 - 2013-07
  • Managing team of 25 associates for Vodafone Inbound Process.
  • Tracking their daily performance like Shrinkage, AHT, Occupancy & Sales.
  • Managing Customer escalation and providing resolution related to their queries.
  • Managing end to end resolution for customers.
  • Meet in daily service level and answering level
  • Daily briefing (Pre/ Post shift)
  • Break Management
  • Handling higher escalation calls
  • Took incentives in analyzing AHT for process and reduced as per client requirement
  • Employee issues in center are getting addressed with help of HR & admin team
Education

Bachelor of Science Distance Education

CV Raman University
2012-01 - 2014-01
Skills

Service Management

Incident Management

Change Management

People Managament

MS Excel

Reporting

Team Leader

Service Level Management

ITIL

Project Management

Scheduling

Certification

ITIL V4

2021-01
Project

Apart from daily day to day activities. I had taken couple of BAU Projects.

RCRM PSU Patching Project in Telstra :-

Objective of the Project :- To apply latest PSU patch and other parameters as suggested by Vendor on RCRM databases.

Project Duration :- 10 Months.

Contribution :- Work with Application managers & app support, db teams on Compatibility confirmation. Work with App Managers and Team for approvals. Weekly call to provide the status update to TPC. Daily call with Internal technical Team to discuss on the planned changes and activity.

Risk Involvement :- Getting dates for change implementation was difficult as the servers and DB's were in BAU.

Teams Involvement :- Database, Middleware, Back up, Application team.

Enabling Audit System Log on Database in Telstra :-

Objective of the the Project :- To enable audit system log on 275 Database's.

Project Duration :- 14 Months.

Contribution :- Work with Application managers & app support, db teams on Compatibility confirmation. Work with App Managers and Team for approvals. Weekly call to provide the status update to TPC. Daily call with Internal technical Team to discuss on the planned changes and activity.

Risk Involvement :- Getting dates for change implementation was difficult as the servers and DB's were in BAU.

Teams Involvement :- Database, Middleware, Back up, Application team.

Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Achievements
  • Awarded Wall of Fame for 2019.
  • Awarded Manager’s choice of award in 2018.
  • Awarded Manager’s choice of award in 2019.
  • Best Rhythm resource for AMJ Quarter for the year 2017.
  • Certified IBM Project Management.
  • Being nominated as best Team Leader for JAS 2011. (Vodafone Process).
  • Being nominated as best Team Leader for OND 2011. (Vodafone Process
Timeline

ITIL V4

2021-01

Shift Lead - Incident Management

IBM India Pvt Ltd
2020-05 - Current

Workload Manager - Incident, Change, Problem Mgr

IBM India Private Ltd
2015-03 - 2020-05

Workforce Management TL

Firstsource Solution Pvt Ltd
2014-10 - 2015-03

Senior Team Leader

First source Solutions Ltd. Bangalore
2013-07 - 2014-10

Bachelor of Science Distance Education

CV Raman University
2012-01 - 2014-01

Team Leader

First source Solutions Ltd. Bangalore
2011-07 - 2013-07