Account Team Lead (Remote Infrastructure Management Center)
Appnomic Systems Pvt Ltd
Total years of experience :13 years, 3 Months
Responsible for managing eight technical projects, Monitor and meet defined performance as per the project SLA, Ticket/issue analysis with L2 and L3 teams, creating structured SOPs for the process defined by the client, Prepare RCA reports for incidents with detailed analysis. Monitor and measure team’s Advisor level performance, team/resource management, managing Client weekly/Monthly/Quarterly review meetings, Client & Management reports. Ensure Project GP is maintained as committed to management every quarter. Contract renewals & commercial negotiation.
Supporting PMO on governance and coordination between product engineering, Implementation & Support team.
Supporting pre-sales, such as requirements gathering, preparing Statements of Work, and delivering proposals. Budgeting & forecast.
Responsible for Appnomic IT operations, managing software and hardware change control activities, ensuring ticket SLA are met by System Administrators. Managing Data Center Operations. Risk & Threat Management. Vendor coordination’s. Inventory Management.
Responsible for Monitoring network & server infrastructure for Clients. Ensuring to escalate alerts within the defined SLA. Performing L1 troubleshooting to resolve the alerts. Performing scheduled patching activity for production servers. Troubleshooting/installing desktop application for User helpdesk tickets. Applying downtime pages on Production sites during product patch release. Restarting and invoking scripts in Linux servers. Experience using Monitoring tools like Nagios, Cacti, HP Sites scope, PRTG, SCOM. Creating, Enabling/Disabling hosts on F5 Load balancer pool list. Managing team’s shift schedule.
Diploma in computer Science, Board of technical education.
Central Board of Secondary Education