IT Service Delivery
Larsen & Toubro Infotech Ltd
Total years of experience :19 years, 9 Months
Preparing daily workloads for staff & coordinating the daily allocation of work.
Motivating the team to achieve high standards and KPI/Customer Satisfaction (C-Sat) targets.
Handling client enquiries and acting as the face of the Project.
Dealing and resolving problems and issues which arise in the team and process.
Monitoring & reporting on standards & performance targets.
Arranging & chairing daily/weekly team meetings, focusing on targets & achievements.
Implementing new/interesting initiatives to self and other teams for motivation.
Praise team members and creates a positive working environment.
Ensuring all administrative and IT records are entered and updated correctly.
Supports Service Transition activities in regards of Incident Management.
Define reporting requirements to manage the Incident and Problem Management process.
Identify process improvement(s) as the result of being the point of escalation.
Involved in the recruitment of new staff.
Mentoring and training up new analyst and motivating and molding them for performance excellence.
Training and mentoring new team managers been recuts on the process knowledge and people management and molding them to be capable to handle a team with ease.
Preparing and presenting Weekly & Monthly Service Review with Stake holders. Participating and providing inputs to Quality Team & QBR with senior management.
Accomplishments:
Successfully completed APEX (Academy of Project Management Excellence)
Successfully completed Leadership Journeyman Initiation program
Played a Key role in Maersk Oil Qatar L2 Service transformation from Doha Onsite.
Received Excellence Award for successful implementation of MOSAIC
Ensure Quality of updates on P1 P2 register.
Ensuring restoration of critical services within SLA.
Strategic assessment on Major incidents throughout the life cycle.
Identify Strategies from Trend Analysis and implement.
Handling Account or Group level escalations or complaints for priority incidents.
Weekly & Monthly Analysis of Major Incidents to Management.
Service Improvement Plan.
Continual Improvement Plan.
Regular feedbacks to site Major incident focal.
To manage Incidents 24X7 and ensure minimal disruption to the service
Speedy restoration of incidents.
To act as a focal point for stakeholders during major outages.
Ensure an Action plan / Back Up Plan is created for the restoration within SLA.
Ensure timely communications / notifications towards internal & external stakeholders.
To generate and circulate reports related to Incident Management.
Fulfillment of QA parameters like proper documentation, process adherence timely updates in incidents.
Authorized to support & Implement ITIL Processes.
Authorized to report Security breach Incidences.
Migrated L1, L2 Service Desk from Belgium & Maersk Oil & Gas, Qatar.
Responsible for Service Catalogue, KPI & Standard Operating Procedures.
Involved in preparing Approach paper, Service catalogue, SLA agreement, Escalation Matrix, Standard operating procedures, work flow and Service delivery documents.
Driving service reviews, weekly meetings & monthly meetings with Stake holders.
Maintaining users and administrating team sites in Share Point
Creating Info Path forms, customizing web parts.
Developing online applications in asp.net using c#.
Defined Quality parameters and designed quality audit & feedback form.
Quality monitoring, providing feedbacks to service desk members
Providing quality reports to management by weekly
Measuring service desk sigma value and prepare Pareto chart by weekly.
Prepare training plan for agents who scored low.
Complete daily, weekly and monthly report redesign in remedy & automate using excel VBA.
Design reports using Business objects for Service desk.
Successful transition of Reports from SAP team and handed over it to M&M team.
Automated about 10 reports with Excel VBA which saved effort of 2 FTEs.
Installation, implementing, operation, maintenance of Microsoft active directory, Windows 2003.
RSA Secure ID (VDI3.0) administration
Creating, Enabling, Disabling & Moving user’s network accounts using Microsoft Active Directory (MS AD) for user’s across all countries
Providing Application Support for Remedy and Citrix.
Troubleshooting issues related to Citrix Presentation Console server 4.5, Citrix XenApp 5, XenApp 6 and Citrix Access Gateway
Assistance in the migration from RSA to Swivel PinSafe for Remote login Authentication through Citrix
User administration for Mainframe sessions and troubleshoot intranet issues.
Providing Internet access through proxy server.
Administrating user groups, security groups in active directory
Exchange server tasks include resource sharing, member addition to Business Addresses, distribution lists & Public Folders.
Remote Monitoring and administration of Clients
Installation and troubleshooting the computers and peripherals
Handling escalations from stakeholders and customers for any issues with the Local and Global applications.
Teleconference with second level/vendor teams for updated solutions and procedures
Mentor and Escalation Engineer for Windows XP Technical Troubleshooting team.
Analyze & Fix Escalated issues
Create or approve SOX Article
Approval for Hot fixes
Weekly call with Microsoft to discuss open issues
Troubleshoot research, diagnose, document, and resolve technical issues surrounding Windows XP core
Domain registration, web hosting and troubleshooting mail server and mail related issues for corporate customers
Support Engineer for mailing solutions, for the department Enterprise Application and Services (EAS) for corporate customers
MCA College Topper
Scored college first in Final Semester
Scored top score in Mathematics
Level 10th Standard. Got 100 out of 100 in Mathematics.