Vimal kumar Prem

• Experienced professional with proven success in ITIL Service Industry with 8 years of experience in Incident, Problem and Change Management • Determine need for and deploy patches for operating system and application software to Servers existing in the environment, which will reduce the cause of Vulnerabilities. • Supporting issues with tools and work with tool support teams for problem resolution on the servers. Utilize scripting to create solutions where tool functionality may not exist. Coordinate with Level 2 or Level 3 support to troubleshoot server issues on non-reporting servers. • Proactive and flexible in work. • Ability to identify trouble spots quickly and an excellent team player • Successfully managed relationships with third-party development teams on a variety of projects • acilitated return to service for high priority major services using the ITIL major incident management process resulting in reduction in enterprise. • Audited major service interruption tickets like incidents, changes and problem records and checking that are meeting the ISO Standard accordingly. • Analyze assigned defects experienced by accounts in the pools, to drive quality improvement. • Managing a team of five and governing 18 NA Accounts providing action plan and finding gap in an auditable manner through CIRATs, APARs, Security Health Check remediation’s , Server Activation and Deactivation, Shared User ID, CBN/QEV, WST / PGP and all other metrics as defined by Controls & Compliance team by providing regular cadence reviews to the SIL/DPEs and driving these items before they become overdue and where required lead the RCA and ensuing action plan definition • Chair for weekly rotating on-call responsibilities, possibly providing 24/7 coverage when needed and Acting as escalation point of contact for Back End • Monitor and contribute to tracking and improving the adherence to Security Policies with daily, weekly and monthly meetings with stakeholders