Leading a team of 15 members (24*7) responsible for Infrastructure/Application/Network performance monitoring, Critical Incident Response & Network Troubleshooting (L1) for a US based client.

Service Recovery specialist in CGI incident management Centre managing IT incidents supporting a leading telecom service provider based in Canada.Key Responsibilities:• Effective and rapid response to infrastructure outages/incidents.• Gather & analyze business impact.• Engage stakeholders & clients through functional/hierarchical escalations to ensure quick mitigation/restoration.• Initiate & drive incident bridges.• Sending regular incident commutations on problem and impact statements, workaround, mitigation plan with ETA and fix. • Schedule & conduct incident review.• Work collaboratively to define, prioritize and execute on continuous improvement plan. • Update, track, prepare various periodic/ad hoc incident reports.

IT Service Desk management.Key Responsibilities:• Drive continuous improvement into service desk processes through the identification and trending of key performance indicators (KPI).• Monitor and measure the performance and results of IT Service Desk resources and provides direct and timely performance feedback.• Facilitate process trainings to new members, maintain Access matrix etc. • Conduct several quiz for Global/Factory Service Desks, prepare reports, rectify knowledge gaps, present results into the board meetings, conduct training/retraining wherever required (new application, process revisions etc.).

IT Process Consultant (Knowledge Management) responsible to develop and implement a comprehensive, innovative knowledge/content management structure for level 1/2 support to end users. Key Responsibilities:• Maintain a knowledge base of published 12,000 KB articles.• Create, modify, review, and publish KB articles with required approvals. • Take ownership for flagged, expired & expiring KB articles.• Eliminate duplicity, contradictory & incompleteness in knowledge article content.• Participate in collaboration meetings to mitigate gaps, pain areas, strengthen SD capabilities (shift-left).• Recommend and administer procedures like search optimization capabilities, ensure visibility of articles to the targeted users, availability of mandatory articles to enhance operations.• Collaborate with key leaders to review and update of support plan and service readiness document during transitioning of a new application, service.• Co-ordinate with Service Now team to propose requirements, highlight issues and bug fixes in Service Now KM module.

Working as a Technical Support analyst for a leading automobile manufacturer based in Europe. Accountable to implement, lead, support and execute the change compliance & scheduling function for Global Dealer Support for Dealers (Authorized & Independent), National Sales Companies and individuals located all over the globe for their workshop and car diagnostics applications/tools).Key Responsibilities : • Take end-to-end ownership of customer’s issue (INC) or Service Requests (REQ/RITM); take necessary actions to provide resolution or fulfil requests with 100% adherence to Business rules, standard processes and procedures.• Monitor different consoles, which shows status for APP servers, DB servers, Web servers, average response time, overall functionalities of each applications and act accordingly if there is any exception.• Identify the major incidents, creating Incident record, connecting all stakeholders and Major Incident Management team virtually to focus on quick service restoration.• Create Problem Record and coordinating with Problem Management team to analyze underlying root cause of one or more incidents in both proactively and reactively.• Initiate Change Requests (RFC), responsible for coordinating all Change Requests including maintenance and deployment activities and taking active participation on testing and post implementation reviews.• Monitor and audit the overall functioning of process, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction level.• Initiate regular meetings with management and stakeholders to discuss challenges, share feedback to focus on pain areas.• Producing various KPI reports (Periodic & Ad hoc) comparing previous data in certain aspects to measure the usage, adoption, success, and development of the each function under scope.• Create and review of Knowledge Bases in regular basis and to ensure that Knowledge Base articles are updated.