# Service Operations - Ensuring effective & efficient IT Service Delivery of Heubach IT-Infrastructure & Applications within given SLA.# Service Design - Designing new or changed IT services based on business needs & ensuring all areas are following the specified processes.# Multi Supplier Integrator - Provision of assigned ITSM processes using an external team.# Supplier integration - Development & Maintenance of interfaces to external & internal suppliers.# Ensuring that global rollouts, applications & cloud services are taken into account in ITSM processes.# Supporting IT improvement initiatives, particularly in core area of ITSM Processes.# To form interface between IT teams & business stakeholders.# Provide detailed feedback to IT Application & Service Owners for status of their services.# Responsible for requirements, inquiries, escalations & integrated reporting of all ITSM Processes.# Participation in internal & external audits with provisioning of all evidences.# Responsible for defining & running established IT Governance Process & maturing organization in the area over time by researching & implementing industry best practices to make sure IT investments are in line with the business strategy.# Work together with SMEs, Directors & Functional Managers, IT Managers, Business Relationship Managers to drive through their requests in Governance Process.# Ensure adherence to defined IT Governance Process.# Educate & advice stakeholders & other parties on ITSM process.# Define and regularly report on KPIs to measure success of IT Governance.# Audit operations of the various IT teams & prepare report on compliance.# Identify gaps & improvement opportunities of all process.# Benchmark IT Governance Practices & make recommendations on their implementation.# Create Templates, Define Requirements for IT tools to support the area.# Advocate IT Governance Principles.# Understand & Embrace the Global IT Strategic Direction.

# Ensure Dashboards, Mgmt. & Status Reports are circulated with relevant stakeholders at agreed intervals.# Manage End to End Service Delivery by acting as SPOC for Project.# Devise Corrective & Preventive actions for any SLA & OLA Breaches, Near Misses & Client Escalations.# Integrate Service Mgmt. into Service Delivery to effectively leverage their specialist capabilities (Eg. Incident, Problem, Change Mgmt, etc.)# Manage defined Processes & Risks with respect to Org. & Client.# Coordinate with onsite & offshore teams.# Measure service performance through defined Metrics & KPIs.# Participate in Audits & Track Action Items, Governance Meetings, Project Issues & Improvement Opportunities, Client Round Table Discussions, PMR & Service Performance Review Meeting to ensure availability of relevant performance data & provide inputs during Solution Development Activities, Build relationships with Line Managers or Portfolio Owners in Client Org.# Coordinate & Test Service Continuity Plan periodically.# Timely resolution of all Client Requests & Escalations.# Liaise with Academy for Project Level Training needs & ensure training plans are made available based on skillset needs.# Drive Performance Mgmt. Process for Project (Goal Settings, Appraisals, Promotions, PIP, Billing & Invoicing, Reimbursements, Resource Availability, Periodic Skill Assessment, & Adherence to Training / learning plans)# Manage Onboarding, New Hires, Forecast & Manage Staffing Requirements related to Asset & Access, , Key Calendar of Events of Project.# Manage conflicts within team, organize team building exercises, continuously mentorship & have succession plan for key roles.# Adhere Org. Policies & Procedures # Adopt, Implement, Replicate & Share best practices in SBU & Org. & Leverage Org. Assets for benefit of project by taking initiatives & Drive Continual Service Improvement Prog.# Anticipate issues & needs of client for project & address them proactively to achieve CSS targets.

# Responsible for defining and running established IT Governance Process and maturing the organization in the area over time by researching & implementing industry best practices to make sure IT investments are in line with the business strategy.# Work together with SMEs, Directors & Functional Managers, IT Managers, Business Relationship Managers to drive through their requests in the Governance Process.# Ensure adherence to defined IT Governance Process.# Educate & advice stakeholders and other parties on the process.# Define and regularly report on KPIs to measure the success of IT Governance.# Audit operations of the various IT teams and prepare report on compliance.# Identify gaps and improvement opportunities of the process.# Benchmark IT Governance Practices and make recommendations on their implementation.# Create Templates, Define Requirements for IT tools to support the area.# Advocate IT Governance Principles.# Understand & Embrace the Global Information Technology Strategic Direction.

# Ensures incidents reach resolution through IBM Incident Management process.# Assesses stalled incidents and takes appropriate action to move them through the process.# Analyzes open incidents for matching symptoms and multiple occurrences.# Makes sure outages are communicated to all stakeholders by sending notifications.# Tracks cases to ensure timely response within SLA & OLA.#Responsible & Accountable for ensuring contributions towards total customer experience.#Provides communication to end-user on progress & status of incident as needed.#Ensures status, progress & history of incident is up to date & correct for formal non-escalated incident.#Has the authority to identify the owner for an incident when required.#Responsible for doing meetings like Governance, Process Violation, Collaboration & SRT meeting, CAB Meeting with customers.#Manages End to End Problem Management Process to provide RCA for Incidents.#Pro-active Problem Management by doing Trend Analysis of low severity incidents.#Reviewing RCA received from various support team for any high severity incidents.#Managing of KEDB with proper documentation of workaround and solutions.#Chairing CAB Meeting on weekly basis with client & various support teams.#Handling of Change Requests by ensuring End to End Change Management Process follows.#Taking Business Reason/Justification from Client for Expedite CRs raised before the Lead time.#Providing Change Approvals in tool as Change Manager by checking all artifacts attached in tool.#Reviewing all operational activities like creation of Daily, Weekly & Monthly Dashboards for IPC Process.#Presenting proposed improvements of the process to Account Process & Competency Team.#Reviewing & approving applicable proposed improvement to the process.#Assist in resolution of process exceptions that arise during normal daily process activities as requested.#Address & analyze negative trends that impact effectiveness or efficiency of the IPC processes.

# Ensures incidents reach resolution through the Ericsson Incident Management Process.# Management of all incidents that have not been escalated.# Identifies incidents that require movement through the process.# Guarantees any incident has the owner to work upon.# Assesses stalled incidents and takes appropriate action to move them through the process.# Analyzes open incidents for matching symptoms and multiple occurrences.# Makes sure outages are communicated to the end-user & internal information tools.# Tracks cases to ensure timely response within SLO & OLA.# Responsible & Accountable for ensuring contributions towards total customer experience.# Provides communication to the end-user on progress & status of incident “as needed”.# Ensures the status, progress and history of the incident is up to date and correct for the incidents that are not formally escalated.# Has the authority to identify the owner for an incident when required.# Responsible for doing various meetings like Governance, Process Violation, Collaboration & SRT meetings with suppliers as decision maker with various stakeholders involved.# Responsible for fetching various reports from SAP – Business Object Tool (SAP-BO).

# Ensures incidents reach resolution through the Ericsson Incident Management process.# Management of all incidents that have not been escalated.# Identifies incidents that require movement through the process.# Guarantees any incidents has an owner.# Assesses stalled incidents and takes appropriate action to move them through the process.# Analyzes open incidents for matching symptoms and multiple occurrences.# Makes sure outages are communicated in the appropriate end-user, and internal, information tools.# Tracks cases to ensure timely response (in accordance with Service Level Objectives and Operational Level Objectives).# Responsible and accountable for ensuring contributions towards the Total Customer Experience are met.# Provides communication to the end user on the progress and status of the incident "as needed".# Ensures the status, progress, and history of the incident is up to date and correct for incidents that are not formally escalated.# Has the authority to identify an owner for an Incident when required.

As a Software Analyst, I was responsible For,# Deal with all the Linux System Based Servers, Monitoring them & To Generate/Develop & Fire the Appropriate Signals as Commands to Resolve any Problem on the Linux System Based Servers. Also, I have to do L1 Network Troubleshooting by Monitoring all the Alerts of Sites and Servers and Applications which are installed in Asia and Europe.I have to also Deal with Backup Monitoring Tasks as well as our Engineering Servers and Tapes are stored in Sungard in Marlboro and Olympic.

As a Software Development Engineer, I was responsible for# Analysis of the Specifications for UMTS Connection Management features based on 3GPP 25.331, Release 7 Specifications.# Analysis of UMTS Protocol Conformance Specifications based on 3GPP 34.123-1, Release 7 Specifications.# Design and Development of RRC Connection Management Conformance Tests Cases in C.# Testing the Designed Test Cases with RRC Connection Management Procedures.# Design of Test Stub and Unit Test Cases.