Service Delivery Ops Manager/Specialist (Trust and Safety)
Accenture Solutions Pvt. Ltd.
Total years of experience :13 years, 7 Months
Capacity
Process: Application Review, Trust and safety
Role: Service Delivery Ops Specialist / Manger
Team Managed: 310
Fortfolio:3
Direct Reports:
Team Leads: 12
Team coach: 9
Trainers: 2
SMEs: 12
Overview
• Manage Application Review Support Teams capability to meet and surpass metric goals (example: average 99.5% score) through continuous improvements.
• Facilitated weekly and monthly meetings with clients on SLA's, process improvement, planning, strategy and support requirements leading.
• Responsible for identifying and implementing continuous improvements that will drive profitability and a higher level of service.
• Coordinated all activities on behalf of the client ensuring a seamless single point of contact for all services requiring immediate support.
• Conducted weekly 1 on 1's with team leadership with the goal of team performance improvements, review roles within groups, assisted in scheduling team training, and reviewed metrics to promote team growth.
• Implemented simple and clear weekly written communications to accurately report on the status and quantify the day-to-day operational work resident engineers provide.
• This includes assuring high quality and accurate customer service/Application review, job standards and efficiency of those under direct/ indirect supervision.
• Manage and monitor all Key Performance Indicators, Service Level Agreements and contractual obligations to ensure the reviewers meet all SLAs outlined in the Scope of Services Single point of contact for the client
• Assuring the client of the commitment and driving the delivery process by working collaboratively with the Delivery Leads in the Business Unit.
• Reported day to day metrics, weekly metrics and outages as well as monthly reports with the client.
• Managed a team of 310 Agents, 12 team leads, 9 team coaches, and 3 trainers across 2 locations in India.
• Handled escalated team problems and sensitive HR issues.
• Create value and differentiated propositions/ solutions in response to RFIs/ RFPs. Do client presentations, due diligence and transitioning activities in new engagements Translate business and system needs into technical system solutions.
• Implementation, Migration, Upgradation, designing of ePolicy orchestrator and Symantec Endpoint Manager of a combining major and minor releases
• Troubleshooting and providing L1/L2/L3 support related to endpoint security products/ policies/issues.
• Manage SEPM and apply policies such as Virus and Spyware Protection policies, Firewall policies, Application and Device Control policies.
• Leading and executing multiple projects for upgrade on McAfee Endpoint and Symantec.
• Installing additions Symantec Endpoint Protection Managers and sites and configuring them for replication, failover and load-balancing.
• Experience in Automation using Queries and Reports, Client Task Creation and Working with Policy Catalog Creation of documentation related to transition, operation acceptance, SOP and Handling Bridge call related to Priority 1 issues till the resolution and providing RCA.
• Creation of access protection rules to self-protect scanner services on the machines, even if there is a malware outbreak the scanner is active and live to clean the malware from the machines / network.
• Analyse endpoint application data in real time to identify potential threats, rogue systems, vulnerabilities, unauthorized devices and/or system changes and Report cyber incidents to SOC incident responders
• Examine the DAT deployment and Compliance reports.
• Review the Virus Scan Enterprise release notes to identify last minute changes or known issues before global deployment.
• Have the machine updated with all the latest threat signatures / engine to fight against all the new malwares on real time.
• Isolate High CPU / memory issues. Check which component is causing the issue and escalate to engineering to provide an hotfix or suitable resolution
• Preparing Weekly and Monthly Reports for McAfee Agent Compliance, VirusScan Enterprise Compliance, Distributed Repositories Compliance, Malware Alerts and Yearly Audit Reports. Ensuring tickets are handled smoothly during shift change over and provide On-Call support for critical incidents. Respond and Close Technical Escalation in a timely manner and within the SLA. Recommending & implementing process improvements which enhance operations efficiency and performance.
• Extensively working on Critical escalation and being the Point of contact for customers for any critical issues on Virus infections & Vulnerability assessment.
• Build effective relationships with stakeholders who own and support applications, IT infrastructure, and operations. Gain commitment from stakeholders and project teams to implement recommended security controls.
• Creating task for deployment of different components remotely in the organization.
• Creating task for automated report to the respective stakeholder as per the requirement.
• Working in problem management and also involving to any severity issue among the team.
• Adhere to follow and implement the ITIL process for incident, problem and change control in CAB meetings.
• knowledge of BMC Remedy and Service Now Ticketing Tools.
• Participating the TAB meeting to discuss on open changes.
• Leading Weekly operations and process review meetings for entire tower
• Training new team members, Managing team performance and progress.
• Working as a lead for Process Management
• Working as a Lead for Security tower which includes MacAfee & Symantec
• Analysing & Generating Antivirus compliance and patch compliance report on monthly basis and producing the same to the respective stakeholders.
• Deploy software packages to new systems and update Symantec Endpoint Protection on existing clients.
• Identifying and troubleshooting the infected/outdated client machines through Symantec endpoint protection manager.
• Monitoring the progress of third-party maintenance contract suppliers.
• Installation, configuration of Windows Server 2003, 2008, 2012 (Configure AD DS, AD CS, AD FS, WDS, DHCP, DNS & WINS, RRAS) and resolving issue related to Replication of Active Directory between sites, Group Policy Deployment and DHCP Scopes.
• Managing and Creating Active Directory objects such as users, printers and OU.
• Patch/Service Packs Deployments & Maintenance on Windows Based Servers.
• Generate Monthly Server/Network Availability Reports, Backup Reports and TMG monthly and User Activity Proxy Reports and providing feedback.
• Preparing and maintaining Database Documentation, Policies, Instructions and Operational procedures.
• Involved in preparing Swipe Cards, Management of Time and Attendance, Configuration of Finger print machines for punching, Printer/ Scanner maintenance.
• Providing specialist skills in supporting and troubleshooting IT User related problems and escalated calls.
• Provided technical support for hardware/software configurations and applications
• Vendor Management.
• Maintain and document procedures and Network diagram.
• Providing training and technical support for team members with varying levels and knowledge of network security and competence.
• Administration, Creation of Staff’s email address, Generic email address, Distribution List and Maintenance of Mail box.
• Expanding Network when required.
• Manage Wireless Access Points, Routers and VPN connections for remote support personnel.
• Responsible for implementation, administration & troubleshooting of Network and Security Infrastructure including Routers, Switches (Cisco), Firewalls.
• Managing LAN/WAN/MAN connectivity’s, Servers IBM E SERVERS
• Planning and Implementing IT developments and undertaking project work.
• Designing network architectures
• Resolving inter-operability issues related to MS Exchange, Web and other Servers and other major third-party application.
• Resolving issues related to Access Control List/Conduits, Static, Port Redirections, NAT/PAT, VLANs, OSPF, Local Authentication, PPTP, Failover, and Licenses etc.
• Involved in performance Management of ‘IT’ operations and associated resources (Servers LAN Desktop and Peripherals Management, Network Management, Helpdesk Management, Backup Management, Vendor Management, Asset Management, MIS and Reporting, Change management, Incident management & Problem Management.
• Providing operational floor management by monitoring service levels, making appropriate decisions responsible for the daily monitoring of quality and production of the outbound/inbound status group and manual processes.
• Configuration & Administration of Cisco Routers and Cisco L2/L3 Switches and managing and creation of VLANS for different Sites.
• Identify vulnerabilities & gaps by network audits and recommend security controls necessary to eliminate or minimize their potential effects.
• Providing training and technical support for team members with varying levels and knowledge of network security and competence.
• Excellent Incident Management skills and SLA management reflecting in smart KPI’s.
• Implemented Daily Checks for Servers, Networks and UPS monitoring using NMC.
• supporting the engineer in analysing and developing solutions for our clients,
• Supported in network diagrams interpretations, developments.
• Supported in Configuring computer systems for network communication.
• Analyzing& Generating Antivirus compliance and patch compliance report on monthly basis and producing the same to the respective stakeholders.
• Installing and configuring applications and software required for back office operations and student laboratories.
• Accessing desktops through Remote for Problem Solving when required.
• Managing groups and user accounts assigned permissions to users.
• Administering skills on Disks & File systems Users and Groups.
• Adding and removing necessary software packages.
• Handling Compliance levels, Patch, USB port disabling, Security policies in Desktop, Admin Access Revoke.
• User rights and permission, disabling and enabling accounts, file and folder permissions and configuring security templates as per need.
• Troubleshooting Domain Login issues.
• Providing technical support and solutions for computer Hardware, Software & Networking problems.
• Deploying Windows XP and Windows vista using System Management Server 2003.
• Deploying Office 2007 using BDD 2007.
• Troubleshooting Laptop hardware and network related issues.
• Installing operating systems both client and servers (windows and Linux).
• Monitor capacity utilization, traffic and network activity for any vulnerabilities and integrity issues
• Integrate computer laboratories in various LANs for communication.
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