Shaji Puthen purackal

Project Description:
Infrastructure Management Services: Infrastructure support like Service Desk, Store /Warehouse/Office support, Application management, Network and Vendor management.

Role and Responsibilities:
• Manage IT Suppot via IT Support Vendor Engineers (Primary)
• End to End Vendor management for AMC, Warranty & on call basis vendors.
• Managing IT setup for New Stores & Infrastructure Projects
• Manage Weekly Service Reviews & Monthly Service Reviews for Store Warehouse & Office with client on Weekly / Monthly basis.
• Manage Store / Office application rollouts, Activities & Projects with adequate execution planning via Partner engineers & Team leads.
• Manage IT Asset Management across Store, Warehouse & Office locations
• Server Installation & Configuration for new sites/projects/stores
• Co-ordination with ISP for the New Links termination at new stores & commissioning and link issues
• Work with cross functions till the implementation / completion of project (or) till Go Live.
• Site/store/project handover to operations after GO live or post Implementation
• Based on the business support need, organized training to ground resources on POS/ Server/ Applications functionality, Ticketing Tool (BMC Remedy)
• Major incident management (related to Onsite) and providing the RCA on time.
• Drive Process adherence across team members.
• Manage VIP/VVIP office user IT Support services with the help of VIP Support Engineers.
• Achieve current agreed SLA % month on Month.
• Optimize team performance year on year to manage Account profitability without impacting IT Service Delivery.
• Mapping/ creating proper CTI’s to validate resource performance.
• Identify & nominate team members for company provided trainings & certifications.
• Conduct planned Store, Office, Warehouse visits periodically; take User feedback, Drive actionable till closure.
• Work with Project Management team for all projects related to Store, Office & Warehouse.
• Drive innovation ideas to reduce manual effort & enable automation to provide value to client.
• Manage a team of 50+ IT Engineers across South for providing extensive IT Operation support.
• Testing of New rollouts and application in production environment and share the results with ADSE Team.

Project Objective:
Managing ITIS in a well manner to the store/warehouse/offices and provides good incident resolution methods which should target business benefit to the customer.

Project Description:
Infrastructure Management Services: Infrastructure support at Store /Warehouse/Office, Application management, Network management and Vendor management.

Role and Responsibilities:
• Process owner for various activities for FG Projects across South India.
• Process owner for various activities for FG Projects across Kerala region.
• Ensuring that tickets are addressed within the timelines and Defined Specification (SLAs)
• Coordinating the activities of the Clients according to their need.
• Handling Resource planning in FMS.
• Lead and manage onsite support delivery for all supported businesses and functions, across sites.
• Manage escalations, review & actively drive unresolved calls or incidents towards
• Closure, periodically review and ensure that business criticalities are built into service prioritization.
• Preparing the Shift Rosters for the Team Members. Conducting the weekly review meetings with team members as well as with the customer.
• Coordinating with all the branches regarding hardware, software, applications support, LAN, MS -Outlook, hardware procurement, etc
• Leader of a team of 20 IT Engineers across Kerala for providing extensive IT Operations.
• Database support (SQL, Progress)
• Keeping Track of all IT Assets.
• Perform Network Connectivity Activities like configuring LAN, VPN and other connectivity solutions across region
• Conducting audits on weekly basis.
• Monitoring and Tracking all day-to-day activities.
• Reporting Activities to HO/ZO.

Project Objective:
Managing store for IT IS support. Helping Business team on improvement related with IT like POS/Billing/Reporting.

Project Description:
Managing store for IT IS support. Helping Business team on improvement related with IT like POS/Billing/Reporting.

Role and Responsibilities:
• Server Support (Windows 2003 and 2000)
• Database Support like SQL 2000, Progress (POS)
• Symantec Antivirus Server management.
• Mail Software Support
• Application Software Support (SAP-Client Side).
• All types of Hardware and software support for PC’s, Laptops and Printers
• Server Management.
• SAP Technical Support.
• Perform Network Connectivity Activities like configuring LAN, VPN and other connectivity solutions.
• Troubleshooting of problems and determining solutions.
• Monitoring and Tracking all day-to-day activities.
• Reporting Activities

Project Objective:
Managing plant for IT IS support as a third party from IBM. Helping plant team on improvement related with ITIS.

Project Description:
Managing plant for IT IS support for 400+ System.

Role and Responsibilities
• All types of Hardware Support.
• Networking Support.
• Troubleshooting of Software, Hardware and Network Problems.
• All types of OS Support (Windows 98, XP, 2000, Linux Red Hat etc.)
• Mail Software Support (Lotus Notes-Client Side)
• Application Software Support (SAP-Client Side)
• Troubleshooting of all type of PCs like IBM, HP, HCL and Compaq etc.
• Troubleshooting of all types of Printers (HP, Epson, Wipro etc)