Team Lead Technology
Reliance Communications Ltd
Total years of experience :17 years, 6 Months
Key Deliverables:
•Direct a High-Performing team of 11 professionals with ensuring 24x7 hours uptime of the Reliance Data Centre, operating Over 20, 000 sq. ft. of raised floor space. Oversee server integration from receiving to decommissioning.
•Co-ordinate and manage day to day activities of the team by monitoring and managing the distribution of the daily workload evenly across team members.
•Ensure all Managed Service provisions are delivered on time and in accordance with business customer’s expectations.
•Ensure activity on projects is regularly monitored to ensure milestones are met.
•Assist the team where required by actively working on customer issues, handling cases.
•Managing RHE support and monitoring team with customers focus on priority
•Maintaining CLP cases as per the severity-criticality
•Team member for ISO:18000 and ISO:14001
Key Deliverables:
•Managing skilled help desk team of 9 professionals.
•Technical support service to customers, whether being internal or external who have contracted technical support service.
•Ensure customer service is timely and accurate on a daily basis.
•Recruit, train and support help desk representatives and technicians.
•Monitor and improve customer support by actively responding to queries and handling complaints.
•Establish best practices through the entire technical support process.
•Follow up with customers to identify areas of improvement
Responsible for managing the end-to end IT operations within the Organization
•Provide direction and monitor IT priorities, standards and procedures.
•Monitoring all hardware installations and troubleshooting for WAN and LANs.
•Setup and manage help desk support for staff within the facility.
•Valuating user needs and system functionality ensuring the facilities meet their needs.
•Supervise and develop IT system which comprises of hardware, networking, and software
•Approve and handle IT vendors used by the organization, AMC, Support agreements.
•Provide individual training and support on request basis.
•Maintain log and/or list of required repairs and maintenance
IT Infra
Key Deliverables:
•Monitoring of complete IT Infrastructure for India Yamaha Motor, Windows and storage;
•Monitoring database related problems and meeting with users for their requirements.
•Coordinating with vendors and maintaining helpdesk queries on daily basis.
•Ensuring changes are in accordance with appropriate operating procedures.
•Developing processes that ensure the infrastructure is configured and managed in a manner which provides assurance and confidence.
•Interacting with internal and external clients, vendors and maintaining the maximum uptime to meet SLA.
•Handling various technical issues of all the departments, Depots, Area office locations and managing teams at different geographical location
•Implement and monitoring of ERP System (PYMAC) at Surajpur Operations.
•Monitoring of LAN & WAN networks at Surajpur Operations
•Migration of Lotus Notes to outlook 365 for India Yamaha Motor with support of Admin team
Key Deliverables:
•Monitor all cases for customer support and update all activities on tracking system.
•Analyze customer issues with necessary actions to ensure customer satisfaction
•Manage all customer issues and if required escalate it to required departments.
•Assist all junior engineers in cases and evaluate products for customer.
•Manage requests from internal and external clients and resolve it through email.
•Provide solutions to all customers and partners and ensure effective deployment.
Offering approx. 17+ years of experience in the field of IT Helpdesk & IDC Management currently associated with