Delivery Management: Client – The Very Group
- Act as a communication focal point between the DPE/Client and Service Delivery for information exchange, service inquiry, and service coordination.
- Acting as a point of contact for the Client during Service Delivery operational issues. Managing operational Client escalations and working with the DPE as appropriate.
- Act as the Client's advocate into Service Delivery. Understanding the Client's requirements, business opportunities, and delivery impacts.
- Understanding the Client's support team structure, contacts, and processes. Establishing a relationship with the Client, and a communication process (meetings, etc).
- Representing Service Delivery at Client owned meetings, as requested. Assisting the DPE with account management.
- Delivering/updating/maintaining current Process document/SLA/SLO documentation.
- Representing Service Delivery for Client initiated projects, ensuring that formally recognized request processes have been utilized.
- Adhering to current Service Management guidelines regarding SDM led activities vs. PM (Project Manager) driven projects.
- Working with Project Managers as projects transition to steady state. Attending Production Readiness Reviews for all projects and verifying all documentation and support processes are in place for steady-state support. Ensuring Project Managers have no open issues that need resolution and applications have met all steady-state criteria before completing transition.
- Ensuring SDM led project activities adhere to the project management methodologies. Defining KPI’s and ensuring review on KPI and take corrective action if necessary.
- Assess the team’s readiness for changing policies and procedures.
- Driving the efficiency and effectiveness of the Change management process by timely auditing of change requests
- Follow up and escalation of issues which could result in Policy or Process Violations which impact SLA metrics for Change Management
Inventory Management:
- Maintaining an up-to-date inventory of all software and hardware assets, including licenses and their usage.
- Tracking the number of licenses purchased and the number in use to avoid over-licensing or under-licensing.
- Ensuring that the organization complies with software licensing agreements, which can involve strict adherence to terms and conditions, including limitations on the number of users or devices.
- Conducting regular software audits to verify compliance and identify potential violations.
- Investigating alternatives to expensive software or hardware licenses, such as open-source software or cloud-based solutions.
License Management:
Vendor Management:
- Act as a communication focal point between vendor Like IBM, Systal, Service Express information exchange, service inquiry, and service coordination.
- As per request from vendor will raise BAU & third-party Change for account.
- As part of Account Projects will raise request in Program Management Portal.
- Work with vendors and Solutioning team to implement the Projects.
- Monthly connect with Vendors to discuss the performance of their services.
- Addressing vendor audits and compliance concerns.
Operation Lead: Client – American Express, Hertz , Altria & Windstream.
- Educates and guides the Ops Monitoring team by giving new updates, new tools etc. Also maintain the Sys Ops documentation.
- Overall ownership of the IPC Management Process
- Completed Server baseline validation for all the accounts.
- Participated in many audits for the accounts.
- Completed Automation in most of the accounts I handle, fixed all the configuration issues in
- all the accounts.
- Have done 5 Successful Project Transitions from US & Brazil to India.
- Lead the team in progress way to complete action item which is schedule to team.
- Prepare SLA/SLO Report for Account/Customer monthly.
- Work closely with Incident Management team to resolve related issues using tools.
- Maintaining Daily Severity report & score card, analyzing weekly trend, timely updating the process & procedures.
- As part of work group manager holds responsibility of approving access to all requestor
- Hold the responsibility Leading the ops team, preparing the rota to team.
- Weekend focal and Emergency Floor Manager across Sys Ops
Slash Support - System Support Engineer - June 2007 – June 2008
- Provide client support and technical issue resolution via E-Mail, phone and another electronic medium.
- Resolve hardware / software issues on router & network printer.
- Configuration of client's equipment to connect to the Internet via modem, Router Configure software to connect to Internet application servers.
- Follow-up with participants within a 24-hour period regarding the initial phone call
- Identify and correct or advise on operational issues in client computer systems.
- Maintain and update technical support document, IT report and policy.
Suzlon Infrastructure Service Ltd - Engineer - Jan 2009 – June 2011
- Operation & maintenance of 100MW Wind Park located at Chitradurga, Karnataka
- Handling of different variants like 1250KW, 1500KW & 2100KW Turbines.
- Planning and scheduling for Preventive and Breakdown Maintenance and troubleshooting.
- Leading a team of operation and maintenance at Chitradurga area ensuring site activities and implementation of work safety.
- Resources management and control for operation and maintenance execution.
- Preparing Component Failure Reports, Root Cause, and implementation.
- Local vendor / contractor development for OMS and TCI activity.
- Preparing logs of CRMS (Customer Relationship Management System).
- Analyzing Major Breakdown Reports.
