IT Infrastructure Manager
MphasiS
Total des années d'expérience :10 years, 5 Mois
An enterprising leader with proven ability to motivate teams towards achieving organizational objectives and adherence to industry best practices
Proven record of providing effective change leadership in driving continuous improvements and innovation in the business and technical support
Track record of handling projects, developing robust strategies in coordination with Sr. Management, providing leadership to functional teams, setting up support teams and utilizing SME’s to analyze and tackle problems arising in project/operations
A proven Project Delivery Executive, providing advice to stakeholders on end-to-end project management including package selection, project budget & estimates, execution scheduling, resource optimization, eventually managing stakeholder expectations and overall project
Extensive experience in mapping client's requirements, suggest/ IT solutions from project scope to finalization
Recognized and implemented processes to reduce rework, improve quality and efficiency
Efficiently lead the support team / network to ensure adequate cross training to provide job rotation and cross functional support coverage at all times
Proficiently negotiated, transitioned project tasks; executed smooth migration, on-boarding & maintained high service levels
Ability to work effectively in a dynamic, deadline-driven, team-based milieu with conflicting & competing priorities
Successfully handled 20+ clients, and representative client lists includes Big Rivers Electric, Alaska Airlines, Convetec, Symantec, US Airways, Virgin Atlantic Airways Ltd, Department of Education (U.S), Vale, Butterfield Bank and Coca-Cola
Capable of developing & managing IT infrastructure projects; negotiate acquisitions & budgets for operations and services
Efficiently leading migration and on-boarding of existing/new client on ITSM Work Flow, ITSM Process, ITSM Service Exchange, ITSM Reporting and ITSM Asset Management in close association with Account Delivery Manager.
Designated as a Change Manager for ESM/SRA application tools (Blazent, CRDW, uCMDB, Aldea, CDC, ESL, HPAM, HPSM and Propel) Coordinating changes and creating an implementation plan with proper back out and testing plan for the RFC.
Responsible for creating and monitoring the command center after all High priority changes.
Working as per the guidelines of the service level agreement (SLA) and providing effective and timely service to internal and external client of ESM/SRA as per the ITIL Framework.
Leading team of experience infrastructure engineer on Best shore with coordination of Onsite client and providing assistance to the team member on technical and management queries.
As a Lead infrastructure engineer and production application support for CDC was responsible for deploying SQL packages to change the application logic.
Coordinating with onsite managers and best shore manager on business development plan and strategy for application support.
As a Lead infrastructure engineering was responsible for all the recruitment of the project, have worked very closely with HR and onsite client to fulfill the new requirement of the project.
As a Lead Infrastructure engineer was responsible for multiple role in the organization, one of the very important role is PEM (Production Environment Manager) which has a responsibilities for approving all the critical changes after understanding its technical impact on the application.
Coordinated with Production application support engineer and L4 engineering team on all the migration of the client from EDS legacy environment to HP SRA environment.
As a part of training new hire and existing employee creating a knowledge base on all the technical issue and also creating a support model and Mock call procedure for the high priority production application issues.
Responsible to provide solution for all escalated incident from service desk and first line support.
Providing technical training to new hire and making them familiar with the tools used for supporting end user. Also responsible for creating the knowledge-base for all the existing technical issue for the easy reference to the employee.
Creating daily reports for all the incident reported to service desk and evaluating the SLA breach and FCR (First Call resolution) accordingly creating an action plan for each team to achieve the desired SLA, FCR and CSR.
Responsible for creating and coordinating a problem ticket with all the partner team like L2, L3 and Engineering team for fixed resolution on all the problem ticket which was created after all high priority incident and for recurring incident.
Effectively handled the production escalations like supervisor calls and escalations from the clients, taking initiatives and making an action plan to reduce the escalations for the desk by conducting appropriate knowledge transfer sessions.
Bachelor of Engineering (Computer Science) from Modern Institute of Engineering & Management (MIEM), Mumbai, Maharashtra, India in 2007.