Rohit Solanki

Background

About Rohit Solanki

Responsible for all critical and Major Incidents are addressed within SLA response time. Chair Bridge calls for effective co-ordination of incident resolution/ service restoration. Responsible for sending Incident notification as per agreed process. Continuously follow-up with support team for relevant updates, track against SLA, and drive to resolution. Communicate with Business and Clients, focal point of contact/ interface during the occurrence of issue. Track team progress on High priority and Major Incidents and provide daily status updates on outages. Perform and communicate daily health checks to Management (Dashboards) Follow up escalations and issues with clients and internal teams Ensure that the Incident record is fully updated prior to Problem management handover. Publish new Incidents in the Problem management report. Host a call to investigation and follow-up with the technology team for more effective discussions on the problem root cause, work around & corrective actions. Verify problem information and related documentation is complete and accurate. Generate weekly and monthly outage reports and provide to senior management. Involved in Preparation of DOU (Document of Understanding) & KOP/ SOP (Key Operating Procedure) documents. Passion for identifying problems that cause incidents and lengthen time to repair, and attacking the issues to eliminate the cause in our environment Sensitivity and urgency in dealing with line of business outages Hygienic/compliant management of timely root cause action item completion Responsible for working with lines of business to develop valid actions to reduce impact and/or TTR for GTI-owned issues (i.e. application resiliency; move to DR solutions, etc.) Analyzing issues with existing discovery deployments, analyze and resolve the same Performing NPLs (No Problems Later) for critical (Red) severity problems Identify focal points then lead causal analysis investigations to successfully identify causes of problems that impact the Client Technology Infrastructure Operations and Technology IT estate Track Problem governance metrics and continuously seek to improve the Problem management KPIs (daily/ weekly/ monthly basis) – e.g: Problems open, closed, problems with no Post mortems done, Problems with no tasks, Problems ready for closure etc. Help monitor and evaluate the knowledge sharing program, including external benchmarking and evaluation programs/opportunities Maintaining and helping to manage the weighting application and serving in a configuration management and quality assurance capacity