Associate technical specialist
Tech Mahindra Pvt Ltd
Total years of experience :18 years, 9 Months
Role Service management lead
Highlights
Owned and closed the transition of service management process from onsite location at Australia to India Pune.
Coordinated and tracked the closure of tasks/activities assigned to technical teams for data center transition project undertaken by the client to centralize the infrastructure.
Owned the task of updating/developing the SOP’s for Service management, technical support teams and holistic flow diagrams of telecom infrastructure supported.
Accountabilities
Chair the daily Incident review call for incidents occurred in last 24 hours. Review and address the gaps during the Incident cycle and SLA compliance for the issues.
Lead and drive the weekly review call for problem tickets. Review case history for the problem tickets in queue, progress status. Derive and assign further course of actions/tasks to owners for RCA and conceive permanent fix for the problem tickets open.
Review and update the known error database during the weekly call for future reference.
Lead the weekly change review meetings for the changes implemented. Review the delay, deviations, gaps occurred during the changes implemented during the week. Record the learning’s observed during the changes as reference for future.
Review the implementation plan for the upcoming changes in weekly change review meeting. Record the tasks, actions status with the action owners.
Develop and present the weekly report for Incident, problem ticket. Review the SLA breaches, process gaps for the Incidents during the week. Present the problem tickets progress status for the week. Record corrective actions and SIP for future references.
Lead Incident bridge calls for escalated issues. Derive and record the course of actions to drive the issues to resolution.
Review and update process, procedures documents to ensure compliance as per security norms and guidelines.
Role Incident and problem Management lead
Highlights
Updated/developed the SOP’s for Service management and holistic flow diagrams for better performance of service management teams.
Developed and conducted successful training sessions for the teams to improve delivery of services.
Accountabilities
Lead the Incident management and problem management team consisting of 10 members.
Successfully lead Incident bridge call’s to restore services within agreed SLA and maintain the service uptime for the business.
Developed and managed the known error database for the Critical and Major Incidents for future reference.
Chaired the daily Incidents review call to identify and review the tasks for root cause of the issues occurred and identify preventive actions to avoid future occurrence of the issue/event.
Chaired the weekly Problem management review call for identifying the actions for permanent fix for known issues recorded under problem tickets and also record/review tasks/assignments assigned to technical teams.
Developed and presented the monthly Incidents and problem management report to the stake holders. Reviewed the SLA breach for the issues reported during the month. Review and recorded the SIP actions progress status in relevance to Incident and problem for enhanced service delivery.
Role Project lead
Highlights
Lead the implementation for project consisting of two call manager servers and 500 Cisco phones for Brazil and Portugal.
Lead/ co-ordinated the IOS upgrade for all the Cisco devices for Asia and Middle East.
Lead the up-gradation project of old non Cisco telecom setup to Cisco for client location at Srilanka.
Accountabilities
Lead the operations team of 100 Members supporting remote voice infrastructure which included Cisco Voice Devices across 500 sites over the globe.
Chaired the daily call for Incident and problem management. Reviewed and addressed the gaps during the Incident cycle and SLA compliance for the issues. Reviewed the progress of the problem tickets open and record further course of action.
Chaired the weekly change CAB review meets. Recorded and reviewed the road blocks to be rectified for the changes/projects due in immediate future.
Played a key role in driving the scheduled project implementation, ensuring there is no impact to live services and smooth transition of services being implemented from project to live environment.
Chaired the weekly SIP review call with client service management team. Reviewed the non-compliance issues and process, procedures in relevance to the Incident, change, problem management. Recorded the actions to be implemented for addressing and rectifying the non-compliances. Revisited the escalations from business users during the week and compliance actions taken to resolve the concerns raised.
Derived and presented monthly reports comprising the Service management compliance report, Capacity report, SIP’s implementation status and Projects implemented during the month.
Role Project Lead
Highlights
Lead and drove the implementation of datacenter at Kolkata and commissioning of the desktops, server and Links for client projects.
Drove the commissioning of Nortel PBX system.
Lead the design and implementation of Thin client systems image.
Played a leading role in transitioning of projects from project phase to business as usual.
Aligned the IT process and procedures with business requirements in order to achieve compliance with respect to client security guidelines, ISO standards.
Accountabilities
Lead the IT managed services offered consisting of 60 member team. Administered the entire gamut of functions encompassing Incident management, Asset management, Resource Management, Vendor Management, Capacity Management, Change Management and ensured smooth operations of client processes.
Developed the relevant documents for process and procedures implemented to ensure compliance as security norm’s and guidelines.
Developed and presented weekly IMS performance dash board and Monthly IMS performance report with stake holders.
Participated in the BCP review meets and shared updates, suggestions for ensuring compliance with services offered.
Played a key role in risk management with respect to IT managed service, by weekly reviewing the antivirus report, system security patch management report and ensuring systems, services are compliant to risk management guidelines.
Role IMS engineer.
Highlights & Accountabilities
Handled the responsibilities of Desktop / Server Support Engineer.
Looked after the maintenance of:
o Desktop and Server Class Systems with Win 2000 / XP OS platforms.
o Active Directory Database (User Profiles).
Answered desktop calls and closed them with the defined SLA time.
Resolved the tickets raised for the calls with proper resolution details.
Maintained inventory details for Asset Management done by the Shift Managers.
Role IMS engineer
Highlights & Accountabilities
Actively involved in operations and maintenance of:
o ISDN lines of MTNL.
o Cisco ISDN Routers.
o PCs installed with the application software for receiving the PDF files of business line pages.
o LAN and the devices located on the LAN.
Liaised with Chennai Technology Team for the problems regarding WAN and the devices configured on the WAN Network i.e. the Routers (2651 & 2500 series) and monitored the proper functioning of the NORTEL PASSPORT VOIPDEVICE.
Obtained the scheduled daily backups of the ADC Servers and weekly backup of the servers.