Senior Engineer
ETISALAT
Total years of experience :13 years, 5 Months
IT professional with 12 years of experience for incident management and Problem management.
Clients Query and Handling First Level Escalation.
Helpdesk team management.
Managing shift roster of helpdesk team.
Expertise in handling incidents for application support.
Expertise in handling incidents for Data Center Operations, ensured achievement of customer expectations.
Handling Admin role for BMC Remedy application.
BMC remedy ITSM user management and configuration management.
Perform daily process audits on tickets as per ITIL guidelines.
Prepare and Review Documentation & Reports.
Prepare all the report which would require by the clients.
Monthly and weekly Helpdesk & Vendor Performance Report.
Managing deliverables, status reporting.
Documenting the policies and procedures to improve the process, achieve the SLA and sustain the quality of services.
Expertise in diagnosing, analyzing, and resolving technical issues.
Maintaining data center operations and maintaining the Relationship with the End clients.
Responsible for all the communication being sent from Service Desk to the clients e.g., P1 Incident, Schedule/Unscheduled Outages.
Closure of the Incident ticket when the issue has got solved and confirmed from the clients.
Manage ticket for all reported issues and perform 1st and 2nd level of troubleshooting.
Doing VOC (voice of clients) for non-SAM accounts and maintaining the service account dossier.
Make sure that the Incident tickets are closed with the right closure code, and Coordinate with Technical team to provide the RCA/RFO if required.
Monitor the Incident tickets in accordance
Maintaining data center operations and maintaining the Relationship with the End clients.
Receiving complaints from clients via mails and calls and logging the tickets as per the problem of the clients.
Closure of the Incident ticket when the issue has got solved and confirmed from the clients.
Handling clients Escalations and vendor management including TAT/SLA.
Take necessary steps so as to avoid SLA breaches.
Co-Ordination between clients and on-site as well as back-end Team.
Make sure that the Incident tickets are closed with the right closure code, and Coordinate with Technical team to provide the RCA/RFO if required.
Monitor the Incident tickets in accordance with their severity and updating the target date depending on the SLA agreed.
Commissioning of BTS.
Monthly Team & Vendor Performance Report.
Team management of 6 members.
Clearing punch points on sites.
Supervise the lying of Earth pits, Routing & Measuring, Earthing.
Site integration.
Site acceptance test with complete documentation.
MBA IT (Distance learning)
B. Tech