Senior Engineer
CenturyLink Technologies
Total years of experience :16 years, 6 months
Change Management:
• Apply a structured methodology and lead change management activities by assessing the change impact.
• Providing a fully functional Change Management process resulting in customer satisfaction.
• Represent the CAB and ECAB meeting for Century Link Clients.
• Validate the RFC attached on the request ticket/SharePoint
• Create the change ticket and assign to the resolver team after validation
• Approve the change if it’s Minor Impact and all of the requirements have been provided
• All the Major changes will be reviewed and added to the agenda for next scheduled CAB meeting.
• Add an appointment to the Forward Schedule of Change for all Changes that have been scheduled.
• For every Expedited Urgency change, CAB review meeting will be set up prior to the next scheduled meeting
• For every Emergency Urgency change, reach out by phone immediately to the Members of the Emergency CAB as a notification.
• Invite appropriate Stakeholders and Business Owners for Emergency Change activity.
• Ensure all the technical details are present with impact on services for proposed Changes on the RFC form.
• Ensuring the Change records are closed after successful completion of the activity.
• Participate in Post Change Assessments.
• Documentation - a) Keeping Change Logs up to date.
b) Updating any Configuration Item documentation Communication to Change Owner during Change Window.
Major Incident Management:
• Managing a Major Incident for all the Service Managed customers of CenturyLink and its complete lifecycle by identifying the issue and getting the required resources to drive the issue to resolution. At the same time notify the business and stake holders every 30 minutes.
• Coordinating with the Resolving team which includes Windows (Tier 2, Tier 3), Network, Middleware, DBA, SAP to understand the issue and analyzing the impact.
• To enrich the incident management process by providing concise impact analysis, event coordination, and timely communication to our clients and business units.
• Managing Multi client Outages by leading the Technical and Management Bridge Calls.
• Managing all Global Data Center events, internal system Outages and CenturyLink Network/WAN Events.
• Updating the Portal for any Critical events and send out a Pager text to the higher management.
• Ensure all IT team is following the P1 incident process.
• Ensure Service Level Agreements are achieved for CenturyLink customers.
• Ensure Client satisfaction for all the P1 resolved incidents.
• Ensure the Problem record is documented for the incidents which needs an RCA and co-ordinate with the Problem Management team
• Ensure the process, procedures and Escalation matrix is up to date.
Problem Management:
• Carried out Problem Management process for a single client
• Identify and determine if the problem ticket meet its standards with the required details.
• Validate the problem ticket based on the priority and ensure that problem ticket is updated regularly.
• Ensure that blank Root Cause Analysis Report(RCAR) document is sent to the Technical owner for Root Cause
• Examine if the entire required field on the RCAR is not left blank.
• Validate the contributing factors, Corrective/preventive actions on the RCA document.
• RCA analysis is being done through different techniques like Fishikawa technique, brain storming etc
• Technical Leader is contacted for the approval on the RCA document submitted by the Technical Owner.
• RCAR document is submitted to the client
• Ensure that Client is satisfied with the submitted RCAR and approved on the same for closure
Other IT Operations:
• Hosting Daily Operations Call with the client about the Priority 1 incidents occurred on a day to day basis.
• Managing GDT (Global Downtime) activities and keep the customer informed about the activities on an hourly basis until the completion.
1. Managing a Major Incident and its complete life cycle by identifying the issue and getting the required resources to drive the issue to resolution. At the same time notify the business and stake holders of the updates every 20 min.
2. Active Directory/Exchange: Creating Users, groups and assigning different levels of permissions effectively with regular and special permissions.
3. Creating File shares and administration of the file shares.
4. Creating, configuring and maintaining Group Policies for different OUs
5. Non Delivery Report Analysis and Troubleshooting
6. End Point Encryption
7. User administration in Blackberry, Goodlink and EMM console(Trust Digital)
We were the first level of contact for the Belk employees and were assigned to solve the queries of the customers over the phone with an average call handling time of 9.5 minutes. Some issues were required to be passed to the next higher level and hence a ticket was to be raised. Various kinds of queries were required to be solved ranging from standalone PC issues to network printers, standalone printers, laptop as well as LAN, VPN and dial up network issues. Software application issues of MS Office 2003andd Internet Explorer as well Belk specific applications were also required to be solved. Operating system issues of Windows XP were also required to be solved.
• Creating User ids and passwords under various applications of JPMorgan Chase employees
• Handling password resets under these applications as per incidents.
• Active Directory Services and Exchange services.
• Working on Active Directory to add SMS groups to user profiles.
• Termination of User ids in Applications as per SOX compliance to avoid risks.
PLATFORM USED: Mainframe, UNIX, SQL queries and Oracle
