IT Operations Manager
Tata Consultancy Services - Other Locations
Total years of experience :15 years, 6 Months
Working with two clients PwC and Motorola as Client front end manager
• Managing the team of 40+ associates where I look after their performance scale, annual
appraisals. Preparing the service improvement plan to maintain the team health, up skilling
them on different area of interest for career growth
• Ensuring the SLA’s and KPI’s are met with 100% and sharing service improvement Ideas to
ensure the business and Services moves smoothly. Consistently maintained the Customer
satisfaction rate above 95% month on month. Performance presentation on DSR, WSR and
MSR calls.
• Focus on providing value to the customer and also on the customer relationship. In Service
Management process as a service manager I provide a framework to IT-related activities and
the interactions of IT technical personnel with clients.
• In Service management always ensure to enables both the customer and the service provider
to know what they can and cannot expect from a service. Clearly defined services inform
customers about service offerings, including what each service does and does not include.
• Ensure that Service Level Agreement (SLA) between a service provider and the customer
should not breach. Key elements of an SLA include, Service Levels, such as response time,
availability and support parameters.
• Manage entire lifecycle of Information Technology (IT) infrastructure projects from inception
through implementation.
• Recording incidents, Routing incidents to support specialist groups when needed, Analyzing
for correct prioritization, classification and providing initial support.
Supporting the internal and external users on their technical quires like hardware and
software related issues over the Phone, Emails and Ticketing system(Remedy).
• Handing team size of 22 members, ensuring the team members login and logout on time,
assisting team to work on the given SLA. Helping team to maintain their AHT. Tracking the
team member’s weekly performance reports.
• Keeping good coordination with Senior Directors and Senior VP’s assisting them resolving the
issues related any hardware or software related issues and others.
• Coordinate with senior level management for any implementation and deployment of any
application or hardware related within the Servicedesk.
• Troubleshooting on Hardware and software related issues. Configuring and troubleshooting
on Outlook.
• Weekend Support on Service desk and NOC activities.
Additional Task.
• I am also a part of NOC (Network Operation Center) team, handling network monitoring tools
like, What’s up Gold v15.0.1, Ping plotter, Cacti, Net flow analyzer, Syslog and Snort.
• In NOC I use to handle Global links like MPLS, NLD’s, Internet Links, Client
Connectivity links, switches, routers, firewall, VPN, through What’s up Gold tool.
• Worked in HD SUPPLY Process, voice based technical queries solutions.
• Handling the technical issues of USA clients, of all line of business.
• Handling the Software and Hardware issues, through voice based solutions.
• Handling the clients Applications like Sap, Oracle, Kronos, Citrix, Vpn and others.
• Taking the Remote Desktop Connections and solving the applications problems.
• Troubleshooting and maintenance of all LAN network, Printers and workstation network connectivity issues, Configuring the Vpn, and Remote desktops.
• Checking the Account of client in Active directory .resetting the password and unlocking the accounts.
• B.Com (Computer Applications) • Alagappa University, Karaikudi • Aggregate: 69.2%
• Aggregate: 64.6%
* I got award for good learner. * Got award for good sportman
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