Present Experience:
- Worked with Progressive Infotech Ltd.
Client : Suzlon Energy Ltd.
Report to : VP (Vice President)
Duration : 1 year 1 Months
Designation : Project Manager
Job Responsibilities as Technical Lead:
- Managing a site of 6000 by leading a team of 120 resources (Team leads, Operation Manager, Asset lead, helpdesk)
- Monitor and review project progress and measure overall performance.
- Manage and drive teams from multiple technologies/Geo’s to align towards delivering the goal.
- Handling of business movements effectively to ensure there is zero downtime.
- Contract Management, SLA, Performance/Progress reporting, CSAT, Process improvisation & New project management.
- Mapping client's requirements and rendering effective solutions in line with the guidelines & client expectations.
- Identifying customer needs and overseeing service delivery within the business context
- Participate in periodic reviews with all the internal and external service partners.
- Responsible for Service Delivery for the customer – in line with the agreed statement of work (SOW) and Service levels (SLA/s), as per the contract
- Carry end to end accountability of Project management, Operation management, Service level management, CSAT, Project governance, Security compliance, People management, Automation, Vendor management and Continuous service improvement.
- Handling Desktop compliance for multiple IT controls i.e. AV, SCCM, EEPC, Bitlocker, DLP etc. on 5500+ desktops & Laptops.
- Responsible to make sure PO should be received from client for any new requirement as per the process.
Past Experience:
- Worked with TCS (TATA Consultancy Services)
Client : Tata Motors
Report to : Tower Lead
Duration : July’22 to Oct’22
Designation : Technical Lead
Job Responsibilities as Technical Lead:
- Same as below as it is only the payroll changes.
Past Experience:
- Working with VDA InfoSolutions Pvt. Ltd., Pune.
Organization : VDA Infosolutions Pvt.Ltd
., Pune
Client : Tata Motors
Report To : Project Manager
Duration : July 2017 to April’2022
Designation : Operation Manager (EUSS)
Job Responsibilities as IT Operation Manager:
- Managing a site of 40000+ users by leading a team of 250+ resources i.e. Team lead, shift leads, engineers
- Lead EUS Daily Operation and People management.
- Review the monthly governance for all corporate office with client
- Review and monitor monthly governance for vendor SLA and services performance.
- Prepare reports, ensure optimal performance, and maintain records of service level agreements for customers.
- Prepare and review all Service Level and Operation Metrics and KPI scorecards for service delivery
- Act as 1st point of contact for End user services (EUS).
- Conduct the quarterly appraisal process with locations Leads and guide them for improvement if needed
- Prepare Shift roaster and ensure service window is adhered at onsite location.
- Monthly Operation review with client.
- Ensure all reports, checklist and IMAC process followed
- Work on Service Improvement areas with help of Problem Management team.
- Timely response and resolution is provided and SLAs are adhered.
- Coordinating with SME and COE for root cause analysis and repeat tickets analysis.
- Provide timely and expert advice on emerging trends and issues affecting service delivery and support.
- Update Knowledge base with help of engineer and conduct cross-domain trainings for engineers and entire team.
- Act as a SPOC/coordinator for internal and external projects teams and vendors.
- Timely escalation in case pending Ticket with vendor
- Ensure engineers are following Information security compliance and adhere ITIL process.
- Meet VIP/ Critical user/ Secretaries proactively
- Responsible for Incident, Service Request, Vendor Management.
- AV and MS patch compliance is adhered.
- To enable next level support to all engineers and guide them
- To conduct Ticket audit on monthly basis.
- Assist HR with recruiting as and when necessary
Past Experience:
- Working with Wipro InfoTech, Pune.
Organization :
Wipro InfoTech, Pune
Client : Bajaj Finserv. & EXL Services Pvt. Ltd
Report To : Program Manager
Duration : Jan 2012 to July 2017.
Designation : Operation Manager
Job Responsibilities as IT Operation Manager:
- Managing a site of 12000+ users by leading a team of 40+ resources i.e. Shift leads & Engineers
- Responsible for attrition/Training/Grooming of Shift Lead/Engineers/Asset Lead/Asset IN-Charge.
- Ensuring adherence of the Service Level Agreement as agreed with client.
- Maintenance of high level of Customer Satisfaction by addressing the issues raised by clients to the best of their satisfaction.
- Participate and lead the Customer & meetings with business for the site.
- Automation in service delivery.
- Document the processes in form of SOPs to ensure that consistency is maintained in delivery of every person.
- Do trend analysis of incident to come up with a plan for reduction of incident by concentrating on major contributing factors.
- Perform Quality Checks against various quality parameters & share feedback with analysts.
- Ensuring that activities of direct or indirect subordinates support the overall area goals.
- Worked with limited supervision to achieve agreed targets and goals.
- Provide accurate, effective and timely communications as required.
- Maintain and create technical and end user documentation.
- Resource Management utilization.
- Focus on grooming resources from L1 to L2, L2 to L3 within selected timelines.
- Creating daily performance report for team.
- Ensuring desktops and Laptops compliance on audit parameters clients and other audits.
- Handling incident, initiating and leading bridge call in event for major incident.
- Preparation & publishing of monthly and weekly report such as monthly operation EUSS deck, appreciation call reports, AV reports etc.
- Take daily team huddle on the open queue.
- Coordination with Server and Network team for call closer within TAT.
- Initiating Bridge calls & Group chats with technical teams and customer to track the status of outage
Job Responsibilities as Engineer:
- Working as a desktop engineer
- Providing Level 1 support for Telephony and Networks
- Active Directory Administration (L-1).
- Providing VIP support for the company.
- Troubleshooting on application like Citrix.
- Implementing the McAfee Endpoint Encryption on user’s laptops for security purpose.
- Installing and managing windows client desktop (windows XP, Vista & 7).
- Setting up email address in Microsoft Outlook and training users on the same whenever necessary.
- Configuration of Print devices (network and local) on desktops and laptops.
- Creating Profiles to users for customizing desktop settings.
- Regularly updating (weekly, fortnightly, monthly) Windows Service Packs and Patches.
- Installing and updating of McAfee Anti-virus version 8.7.
- Troubleshooting hardware and software related problems on Windows platform.
- Installing and troubleshooting the problems related Network, Printer, scanner and Fax.
- Regular Backup of users data through Avamar client as and when needed at AVAMAR server.
Past Experience:
Working with Microland, Gurgaon.
Organization : Microland Ltd., Gurgaon.
Client : EXL Services Pvt. Ltd (Noida, SEZ)
Report To : Shift Manager
Duration : Feb. 2011 to Dec 2011
Designation : Desktop Support Engineer (L-1)
Job Responsibilities:
- Same as above as it was only a payroll move.
Worked in Advance Group of Computers, Delhi.
Organization : Advance Retail, Tilak nagar, Delhi.
Reports To : Senior Engineer
Duration : Nov 2008 to Oct 2010
Designation : Desktop Support Engineer
Support Accountabilities:
- Remotely Support Resolution to users at different Locations through CF1 tool.
- L1 Support of Server/Network.
- Experience in Laptop/Desktop/Remote support.
- Responsible for all major activities and new up-gradation on site.
- Co-ordinate with the IT Team to sort out any major problem. This involves testing and
troubleshooting the problem
- Troubleshooting of Hardware, Operating System, and Network with Business Application.
- Deployment of latest patches and its implementation on systems through SCCM.
- Configuration & troubleshooting of MS Outlook 2003 and 2007 at client end.
- Uploading & Deployment of Image (OS) through WDS & RIS.
- Looking after maintenance of hardware of various brands including Compaq, HP, IBM, Dell, Acer, etc.
- Installation of Network printers & Local printer on systems.
- Configure the proxy on the client sides for accessing internet.
- Troubleshooting & configuring Wi-Fi (Wireless) and Data Card.
