Sr. Analyst (I.T Service Desk) at Bunge India (2021-12 – Present)
Major Incident Manager / Major Incident Management
- Lead and manage Major Incidents (P1/P2) from identification through resolution, ensuring rapid service restoration and minimum business impact.
- Act as the single point of coordination during major incidents, bringing together Application, Infrastructure, Network, Database, Security, Cloud and Vendor teams.
- Assess incident severity, business impact and priority, ensuring appropriate escalation and engagement of technical and business stakeholders.
- Establish and manage Major Incident War Rooms / bridge calls, driving technical teams toward timely resolution and maintaining clear ownership of action items.
- Provide clear and timely stakeholder communications, including incident updates, business impact, recovery progress and resolution notifications.
- Drive the incident resolution process in accordance with ITIL, SLA and Major Incident Management procedures.
- Coordinate with resolver groups and third-party vendors to remove technical blockers and accelerate service recovery.
- Conduct and facilitate Post-Incident Reviews (PIR) and Root Cause Analysis (RCA) to identify underlying issues and prevent recurrence.
- Track and follow up on corrective and preventive actions (CAPA) until successful closure.
- Maintain accurate incident timelines, technical updates, decisions, actions and communications in ServiceNow.
- Monitor Major Incident metrics such as MTTR, incident volume, SLA compliance and service availability, identifying opportunities for improvement.
- Identify recurring incidents and trends and work with Problem Management teams to drive permanent corrective actions.
- Continuously improve Major Incident processes, communication templates, escalation matrices, runbooks and operational procedures.
- Ensure effective handover between shifts and maintain operational continuity in a 24×7 support environment.
- Collaborate with senior management and business stakeholders during high-impact incidents, providing concise executive-level updates and recovery status.
- Strong knowledge about Azure active directory, Azure AD, Vnet, Blob storage, Backup and Monitoring, peering, load balancer.
- Responsible for managing AD users in database
- Manage network folders
- Monitor links, tunnels and running servers
- Provide O365 licensing to users and other support regarding O365 applications
- Manage VDI machines and servers
- Manage AD groups and policies
- Monitor and troubleshoot SD-WAN links
- Monitor network on Solar wind, Riverbed and Director.
- Application based support for various standalone software
- Maintain SLA while supporting the business users
- Monitoring stability of the network and wireless services to deliver comprehensive stability.
- Installation and Configuration of Active Directory, DNS and DHCP, User Accounts, File Systems.
Senior Technical Support Engineer at Oceaneering International Pvt Ltd. (2019-03 – 2021-12)
Client Site support including INDIA, USA and UK and multiple locations.
- Administered local area network (LAN), wide area network (WAN) and Internet system
- Managed data backups and disaster recovery operations using R-Disk and Acronis software tool and Disk Duplicator hardware.
- Managed users and mail accounts using MS Office 365.
- Managing the tickets regarding the Ensemble software feature team, Database
- Managed trouble tickets quickly and efficiently.
- Provided network support to Internal users and voice support to customers from the USA, UK, Canada, Singapore, Australia
- Responsible for managing and administering windows 7, 10, Server 2008 and Server 2012 and LAN and WAN network, Installation and configuration of Networking components, Application and System software, Installation, and configuration of Application servers.
Senior IT Engineer at Mark Software Solution Pvt Ltd. (2015-03 – 2018-10)
- Configured hardware, devices, and software to set up workstations for employees.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Provided solutions to operations issues through voice support, email, live chat and web teleconference with end-users in 20 remote offices.
- Managed and administered the LAN and WAN network, Installation and configuration of Networking components, Application and System software, Installation, and configuration of Application servers and Database server and Installation and configuration of network hardware.
- Troubleshot and maintained the network for high availability and high-security setting- up firewall.
Technical Support Executive at Ratchet InfoTech Pvt ltd (2014-04 – 2015-02)
Since this project was a new initiative by Ratchet infotech started so survey was conducted to identify the various services and offices which were supposed to deliver technical services.
- Network setup deployment of hardware, its installation and configuration completed in all concerned offices.
- Giving training to new hires regarding the process and helping them to provide error free support.
- Administered HP Routers, HP Switches, BSNL Broadbands and online UPS) and provide other IT infrastructure Support (Desktops, Printers, Scanners, Digital Signatures, Digital Cameras etc.)
- Given application voice support to operators in different countries (Single User-friendly Window Disposal and Helpline for users of edistrict services).
Desktop Support Engineer at Crosslinks Pvt ltd (2012-11 – 2013-03)
- Installation and maintenance of Operating Systems XP / Vista / 7
- Configuration and maintenance of Windows mails, and various software's.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Configured hardware, devices and software to set up workstations for employees.
- Removed and replaced malfunctioning components to correct hardware problems.
