Aman Sahni

Contact No : 8076854722, 8979891014

Email: Sahniaman1984@outlook.com

Profile Summary
Masters of Computer Application having 12 plus years of rich experience in multi-tasking dynamic
environment in the area of ITIL: incident, change and problem management.. Having working
experience on ticketing tool Service Now. Involved in Project Transition as well and been on onsite
assignment for around 1 year.

Key Responsibilities:

Incident Management

 Creation of incidents proactively depending on the daily monitoring and alerts received.
 Ensuring all the incidents are been correctly categorized.
 Keeping track of updates been available in the incidents and also provided to user in timely manner.
 Handling the escalations made by user in case of any incident not been resolved as expected.
 Generating the aged incidents report to be provided to the stake holders.
 Preparing SLA mitigation report for approval from business.
 Performing the incident audits to ensure that all the quality norms been followed while incident
resolution.
 Liaising with third party in case of any issue been raised for incident resolution.

Problem Management

 Chair weekly problem status meeting involving team and other teams.
 Works with multiple application, system, database and network teams to establish the root cause
for the problem.
 Helped with establishing the guidelines for determining the threshold of problem reporting.
 Involved with the creation of Recommendation Document for business after the root cause been
established for a problem.

Change Management

 Part of weekly CAB meetings for getting the change approved in due time.
 Getting the approval from different stake holders or teams before change is been implemented.
 Preparing the implementation plan.
 Ensuring that all the resources from different teams if any required been aligned for change
implementation.
 Managing the required communication to different users and teams during the change
implementation window.
 Providing the communication to stake holders, business users and management about the final
status of change.

Technical Skills

 SQL Server 2005 / 2008.

 Microsoft .Net Framework 2.0 and 3.5.
 Microsoft Visual Studio 2005 / 2008.
 Windows Server 2008
 Active Directory
 DHCP
 Aman Sahni
Contact No : 8076854722, 8979891014
Email: Sahniaman1984@outlook.com

Professional Experience

Organization: raFT Consulting Pvt Ltd, Noida

June 2017 – Present
Designation: IT Consultant

Description:

 Providing technical support for HRMS used by users for their daily activities.
 Involved in deployment of patches / code fix for the application
 Involved in resolution for issues related to windows installations and application configuration.
 Involved in creating new users for the applications.

Organization: FIL Research India Pvt Ltd, Noida

September 2015 – August 2016
Designation: Senior Analyst Programmer

Projects Analysis:

Responsibilities

 A part of Treasury Account in Financial Domain

 Deployment of .Net WPF based application packages.
 Involved in Incident Management and tool used is ServiceNow.
 Involved in generating the Weekly Service Report which is been provided to Business.
 Generating the SLA Mitigation Report for approval from client.
 Liaising with Third Party involved for Level 3 support for incident resolution.
 Deployment of hot fix / patches for specific issues with the application.
 Involved in Application Upgrades and Smoke Testing activities.
 Involved in Change Management.
 Also, a part of any kind of Urgent Change to be implemented during non-trading hours.

Organization: Steria India Ltd, Noida

Oct 2008- July 2015
Designation: Software Engineer

Projects Analysis:

Project – Boots Pharmacy

Responsibilities

 A part of Boots Pharmacy account in Healthcare domain

 Deployment of WPF based application packages using IIS.
 Involved in Incident Management tool used is Service Now.
 Aman Sahni
Contact No : 8076854722, 8979891014
Email: Sahniaman1984@outlook.com

 Managing team of 14 people and handling allocation of the incidents raised by client to the correct
person.
 Involved in generating the Weekly Service Report which is been provided to Client and other Stake
Holders.
 Generating the SLA Mitigation Report for approval from client.
 Fetching out the aged incidents reports from ServiceNow to get the old incidents actioned on priority.
 Creating knowledge articles in ServiceNow for all the known issues and for certain useful information
which can be helpful in resolving the incidents.
 Monitoring of scheduled jobs running on Central Servers
 Monitoring the web servers using the CA Service Desk suite in order to ensure business continuity for
the information to be downloaded by users.
 New store configuration activities including setting up all the correct configurations for application in
store database and central databases.
 Liaising with Third Party involved for Level 3 support for incident resolution.
 Deployment of hot fix / patches for specific issues with the application.
 Involved in Application Upgrades and Smoke Testing activities.
 Involved in Problem Management.
 Also, a part of any kind of Urgent Change to be implemented during non-trading hours of client.

Project – Thames Water

Responsibilities

 A part of Thames Water Account in Utility domain

 Routing of upstream and downstream feeds from UK Regulatory Board.
 Monitoring of sql jobs, data entry validations.
 Incident Management using MI tool for Thames Water.

Academics

Name of Degree College/University

Master of Computer Applications – Tilak Raj Chadha Institute of Management and Technology,
2005-2008 Yamuna Nagar, Haryana
Bachelor of Computer Applications – Institute of Management Studies, Roorkee, Uttarakhand
2001 – 2004
Std XII – 2001 St. Gabriel’s Academy, CBSE Board. Roorkee

Std X – 1999 St. Gabriel’s Academy, CBSE Board. Roorkee.

Certifications

 ITIL V3 Foundation Certification.

Achievements

 Participated in School Volleyball Teamand played in inter schoolchampionship.

 Aman Sahni
Contact No : 8076854722, 8979891014
Email: Sahniaman1984@outlook.com

 Won 1st prize in project exhibition at School level.

 NCC cadet (83UA land wing) at School level.
 Regular blood donor.
 Participated in Badminton Championship at company level.
 Awarded as Star Performer on December 2014.
 Awarded long service award on October 2013.

PersonalSkills

 Teambuilding and leadership skills

 Good oral/written communication, interpersonal, analytical, and problem resolution skills. Thrive
in both independent and collaborative work environments.
 Able to single-handedly develop and manage assignments as well as in a team.

 Skills in streamlining workflow and creating a team work environment to enhance efficiency.

 Open to 24/7 work environment and willing to work in any location.

PersonalDetails

Date of Birth – 7 December 1983.

Languages Known - English, Hindi and Punjabi.
Nationality – Indian.
Contact No: 8076854722, 8979891014

I, hereby declare that all the information provided above are true to the best of my knowledge and the
relevant documents supporting it will be provided when required.

Date:
Place: (Aman Sahni)