Technical Lead
Wipro Infotech
Total years of experience :9 years, 2 Months
+ Prepare project plan for Office 365 migration.
+ Perform POC for all migration activity.
+ Prepare project plan with estimated dates and take get sign off from customer.
+ Handle a team of 3-4 support engineers and assist them in completing the project.
+ Assist in technical documentation and troubleshooting of DirSync, ADFS and All types of Office 365 migration.
+ Suggest best approach of migration to Office 365 as per the customer’s infrastructure.
+ Assist in Handling issues related to cutover, staged and hybrid migration.
+ Assist in Troubleshoot directory synchronization issue.
+ Assist in Troubleshoot mail flow issues in exchange online.
+ Assist in Troubleshoot issues with respect to outlook client.
+ Guide in configuring transport rules and retention policies at organization level.
+ Configuration of Exchange online protection rules to filter incoming and outgoing emails for anti-span and malware.
+ Assist in Configuration of Active Directory Federation Service for single sign on.
Supervising and Managing the IT Support for Microsoft Enterprise Customers.
Managing and addressing urgent and complicated support issues and act as an escalation point for all requests and incidents.
Providing daily oversight to IT support team to ensure appropriate support levels and customer satisfaction is maintained.
Own the end to end effectiveness of IT incident, IT problem, IT change and IT service request workflows as per the latest ITIL standards.
Provide Technical Triage to the Team to enhance their knowledge on the Product. Topics include but not limited to, Exchange Online, Active Directory Synchronization, ADFS, DNS, Outlook & OWA connectivity, DNS Management, User Management.
Measure performance of Service and Business Level Agreements as per set expectations and provide data and reporting of KPI’s and trends to IT department and the business as needed.
Review survey feedback to improve services, tools and support experience.
Analyze and report on performance metrics to ensure customer service standards are being met.
Serve as primary contact Every Technology related Topics.
Install and test corporate approved program-me changes to the hotel computer systems.
Ensuring all hotel based systems (software / hardware) are appropriately secured.
Managing project activities; provides advice on the technical activities. Regular analysis for IT requirement and provide suggestions to the management.
Ensuring efficient and timely management from the local external suppliers is always available. Leading/assisting in the preparation of proposals for all phases of systems planning, testing, development and implementation.
Maintaining and Supporting Hospitality Application such as Opera PMS V5 / Saflok / Micros system / Fidelio / Smartel(Nortel Network).
Assist with the implementation and maintenance of backup and emergency procedures to ensure integrity of programs and data at all times.
Liaising with software and hardware vendors on a regular basis to remain current with technology changes and to suggest improvements or enhancements.
Providing a high level of operational stability for property based technology.
Providing high levels of service and support based Service Level Agreement (SLA).
Maintaining & promoting core technology standards and maintain “best practices” in respect to property systems.
Develop an annual business plan and operating budget for the department and monitor the implementation of these to ensure that the financial targets are met.
Responsible for researching and evaluating new technologies.
Negotiate service level agreements with both internal and external customers and service providers and monitor service delivery to ensure the agreed targets and standards are met.
Managing the NOC team of 50-70 IT Support Engineers with 4-5 Team Leaders, who are providing 24/7 Support to the clients primarily based in US and UK on below applications and IT Infrastructure support through RDP and SAAZ Management Tool.
Handling more than 50, 000 windows server and Exchange server along with the network.
Active directory administration request and issues.
Servers patching, installation of critical updates, handling back-up issues (Veritas / BDR NAS).
Handling Exchange database maintenance, spamming and filtering, routing, and mail flow issues. Checking the exchange servers for database limit and Exchange performance. Outlook web access and IIS issues.
Analysis of server for any failure, dump, performance issue and providing necessary solution.
Monitoring Network alerts and coordinating with global carriers to resolve the issue.
Handling escalated issues from managed service providers (MSP).
Monitoring SLA for Service Request and Incident and constantly maintaining SLA.
Assigning task/tickets to respective team members and other teams depending upon the criticality of the issue.
Responsible for day-to-day Functional Supervision of Team, including Work Assignment, Attendance Monitoring, Roster, Training and Development.
Conducting the Quality Analysis of individual Engineers work.
Actively involved in Incident/Problem/Change/Configuration Management.
Holding monthly meetings with Clients (MSP) directly to analyze there requirements, concerns, issues and SLA oriented goals and objectives.
Providing timely reports to the clients about there open incident and service request.
Act as an escalation point for Partner’s problems and questions via telephone, e-mail & service request.
Ensure the NOC teams are supporting other teams and departments in reaching common goals.
Listening to customer’s issues, establishing a verbal contract & provide appropriate troubleshooting.
Troubleshooting includes Hardware as well as Software issues.
Report Bugs and other problems to the Vendor.
Understand and Explain Latest updates related to process to all team.
Achievements:
Achieved Best CSP Award.
Achieved Improved CSP Award.
First Division