Total des années d'expérience: 13 Années, 3 Mois
avril 2016
A À présent
Senior Engineer
à ETISALAT
Lieu :
Émirats Arabes Unis - Dubaï
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.
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.
janvier 2014
A décembre 2015
IT Service desk Executive
à Nxtra Data Limited
Lieu :
Inde - Gurgaon
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
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
juillet 2011
A décembre 2013
Executive
à Bharti Airtel Limited (Payroll of Kauchan Knowledge)
Lieu :
Inde - Gurgaon
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.
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.
septembre 2010
A juin 2011
BTS Engineer
à Mannat communications Private Limited
Lieu :
Inde - Ghaziabad
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.
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.
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