Providing Messaging Support for Accenture Clients & Lead on Duty for Sanofi Bangalore Operations Team
Accenture India
مجموع سنوات الخبرة :7 years, 10 أشهر
Accenture India
Start Date -Nov 2010 till date, Accenture India
Position/Designation: E
Roles-- Providing Messaging Support for Accenture Clients & Lead on Duty for Sanofi Bangalore Operations Team
Client/Company: Accenture India Pvt Limited
Project: Sanofi
Project Duration: April 2011 till date
Standard Role: Level E
Role Description: Shift Lead for Exchange Team across Locations & Lead on Duty for Sanofi Bangalore Operations team.
Sanofi is a new client to Accenture. I was involved in taking Knowledge Transfer Directly from the Customer form various countries to support Sanofi Exchange organization.
Managing 11 member's team from Bangalore location.
Managing and building the Exchange Organization as we are migrating to GDC.
Creating Technical documents for all technical issues and get it signed from client team will follow this procedure while working on the issues.
Working with client for Service Improvement Plan.
Disaster Recovery planning, design, implementation and testing.
Handling Symantec End Point Protection for Antivirus update and Proof Point is used for Anti-spam filtering.
Handling Incidents & Changes in Promise ticketing tool.
Handling all the major issues which are related to Exchange 2007/2003
Preparing the Root Cause Analysis report for all major issues and work on the problem management for these issues
Manage and lead the project Migration team (Exchange, Wintel & SAN)
Status review process through periodic calls
Manage Risks and Issues
Change Management and Control
Manage and lead the project team
Reports - both internal and external customers
Maintain records in the Database
Move To production plan
Conduct Lessons Learnt Call
Project closure through customer acceptance
Maintaining the Knowledge management database for process Improvement.
Lead on Duty role and responsibilities
Respond to Service Control Team Representative, whenever they need information or provide information
Contact Shift Leads to have updates on critical issues / outages / Client Escalations / Multiple Team Activities
Contact LSLL if Shift Leads/ Queue Manager not Responding / Lack of Across team co-ordination / Client Escalation / initiate BCP; Escalate to GSLL difficulty faced at LSLL level
Contact SC to open Bridge if required, inform the teams and GSLL required to attend the Bridge
Representative from IDC to provide updates to Client / Senior Management / End user incase SC team approach over phone or in Bridge or through email
Cascade information to Technical Teams regarding updates provided by SC and ensure all Shift Leads of the technical domains are aware
Handle cross-tower coordination & issues if any. Resolve issues escalated by Shift Leads or SC; Handle client escalations during his shift
Maintain oversight of all pending tasks and task Q management by shift leads.
Function as a normal tower resource and resolve incidents/WOs/SCs for their respective towers.
Escalate to GSLL & leadership any significant breakdowns, exceptions etc.
IBM India
Start date - April 2007 to Nov 2010, IBM India
Position/Designation: System Operations Lead Specialist
Roles - Providing Messaging Support for IBM Clients
Accenture India Pvt Limited
Start date - Nov 2010 to till date
Lead for Exchange team and also playing the service delivery Lead role
Client/Company: Accenture India Pvt Limited
Project: Sun Power
Project Duration: Dec 2010 - April 2011
Standard Role: Level E
Role Description: Exchange System Administrator
Worked as Project resource to help the client to perform the Migration of the Mailboxes to Exchange 2007 version and also decommissioning of old exchange servers in SUN Power Exchange Organization.
Client/Company: IBM India Pvt Limited
Project: MJN
Project Duration: March 2010 - Nov. 2010
Standard Role: Senior System Operation Lead Specialist
Client/Company: IBM India Pvt Limited
Project: Diageo
Project Duration: June 2009 - March 2010
Standard Role: Senior System Operation Lead Specialist
I was Handling PWC Project work for Diageo and also Supporting Exchange for 2003 Environment.
Handling Project for mailbox Migration.
Attending WAR Room Meetings.
Preparing the Root Cause Analysis report for all major issues and work on the problem management for these issues
Client/Company: IBM India Pvt Limited
Project: Mitchells & Butlers
Project Duration: Sept. 2008 - June 2009
Standard Role: Senior System Operation Lead Specialist
Project & Role Description
Exchange admin for Mitchells & Butlers Project taking care of all exchange related issue and backup related issue
Created GPO, Supporting Right Fax.
Worked on Email Archiving Solution (EAS)
Worked on ISA
Handling Incidents & Changes in Promise ticketing tool.
Handling all the major issues which are related to Exchange 2003
Preparing the Root Cause Analysis report for all major issues and work on the problem management for these issues
Project & Role Description
Worked as System Operation lead specialist in one of the US Nutrition project for Exchange 2007 and AD 2008.
Installed RW Domain Controller, RO Domain Controller and supporting.
Installed Exchange 2007 and Supporting.
Worked on BackUp Config with the TSM team for configuration.
Created GPO in AD.
Supporting Enterprise Vault 8 for Archiving data.
Supporting Right Fax
Handling Incidents & Changes in Promise ticketing tool.
Handling all the major issues which are related to Exchange 2007/2003
Preparing the Root Cause Analysis report for all major issues and work on the problem management for these issues
Client/Company: IBM India Pvt Limited
Project: Virgin Media
Project Duration: Aug. 2007 - Sept. 2008 Sept. 2008 - June 2009
Standard Role: Senior System Operation Lead Specialist
Project & Role Description
Worked as Exchange Admin for Exc 5.5 Servers taking care of all Exchange 5.5 issues and backup related issue also performed Migration of mailboxes from exchange 5.5 to exchange 2003
Handling Incidents & Changes in Promise ticketing tool.
Handling all the major issues which are related to Exchange 2003/5.5
Preparing the Root Cause Analysis report for all major issues and work on the problem management for these issues
Client/Company: IBM India Pvt Limited
Project: Automobile Associates / Arqiva
Project Duration: June 2006 - Aug. 2007
Standard Role: System Operation Lead Specialist
Project & Role Description
Worked as Exchange Admin for Automobile Associates and Arqiva Project taking care of all exchange related issues and Backup Related issue
Handling Incidents & Changes in Promise ticketing tool.
Handling all the major issues which are related to Exchange 2003
Preparing the Root Cause Analysis report for all major issues and work on the problem management for these issues
Start date - Oct 2005 to April 2007, Maples Pvt Lmt
Position/Designation: Exchange System Administrator
Roles-: Worked in IBM as Maples Employee, Managing Exchange Org
Assignment History
Client/Company: IBM India Pvt Limited
Project: Diageo
Project Duration: Nov. 2005 - June 2006
Standard Role: Exchange Administrator
Project & Role Description
Worked as L2 support for Exchange 2003 in Project Diageo. Troubleshooting Exchange issues
Completed BE Degree in 2004 . Completed Post Graduate Diploma in Marketing Management