Work on multiple internal tools ServiceNow, EXO. SLA management for all teams under request desk.(8 teams, 55-60 staffing) Propose workaround, step outs, permanent fix as & when required. Work with IRM team for any process deviations. The impact is analyzed and post IRM approval only changes are performed.End to end management of onboarding/offboarding new deliverables to BAU. Address escalations and ensure it's delivered on priority as per process guidelines. Identify scope of automation in BAU and drive it until completion. (work with automation team). Review SIT, UAT testing before signing off for production release.Additional admin activities for the team as required. (Goals settings, feedbacks, appraisal discussion, PIP initiation, HR engagement). Manage warehouse operations for products / industries in a shared facility. Identify safety gaps in existing operation & provide proactive solutions to enable safe workplace environmentManage a team of customer service representatives and support staff to work on service requests. Maintain strong work relationships with suppliers, vendors and manufacturers for defect resolution and remediation. Audit the work of the service department to identify inefficiencies and devising solutions

Client: Shell (Oil & Energy) Service Desk-Request Management Member of Pilot Batch and undertook KT for Directory Desk and GFHK. Team Lead for Directory Desk(L2) and GFHK (AIDED reports, Home Drive Reports and Share Drive reports). Consult Manager to discuss areas of improvement and challenges. Explored various internal tools and Service-Now with smooth control. Influenced SME & Associates in achieving the team goals & carry out BAU and CR activities swiftly. Achieved 100% compliance in all aspects and mentor teammates. Secured 100% SLA on Requests & provide detailed evidence incase of SLA miss if any. Researched with Quality team to gaze team’s performance, analysis of CSATS, DSATS, feedbacks. Motivated team members and engaged them in driving activities swiftly. Supervising SME’s work closely, monitoring daily, weekly & monthly reports. Reduced escalations vulnerable to become MI and PMI’s. Simplified email responses to internal teams, stakeholders, Business on time. Maintained maximum sanity in creation, management & deletion of User and Functional accounts. Streamlined creation/management/deletion of all objects in AD. Optimized data extractions from AD as per requirement and provide user friendly reports. Investigated replication issues with detailed RCA and released KB’s to prevent future issues. Strategized workarounds and implemented Ad-Hoc requirements. Outperformed and evolved as best team in project implementation by meeting deadlines & zero reworks. Led team in CAB, TAB meetings for procurement of approvals. Mentored various project activities in liaison with project managers. Secure all updates enclosed in SOP quarterly.

Client: Shell (Oil & Energy) Service Desk-Request Management Member of Pilot Batch and undertook KT for Directory Desk and GFHK. SME for Directory Desk(L2) and SPOC for GFHK (AIDED reports, Home Drive Reports and Share Drive reports) Reports to Team Lead/Manager and provide reports as required. Work with various internal tools and Service-Now. Floor Support to team members religiously. Ensure the team meets the SLA on time and prepare reports with valid reasons for SLA miss if any. Closely work with Quality team to gaze team’s performance as a whole and individual level. Analyzing CSATs & DSATs and connecting with customers for feedback on service improvement. Calibration of requests for each member and one-one discussion with all team members. Responsible for providing all updates to team members via email, one-one, huddles, team meetings. Prepare daily, weekly, monthly reports for the team.  Taking ownership and resolving escalations on priority and assisting on MI and PMI’s. Ticket assignations within the team and make sure shift handover is done smoothly. Work on VIP Requests and expedite VIP requests to concerned team to fulfill it. Work on emails from business users and internal teams and ensure all emails are addressed on time based on their priority. Responsible for all changes/updates to a user profile/functional accounts in AD as per SOP. Responsible for creating/managing/deleting all objects in AD and make sure all the attributes have been replicated as per the process as per SOP. Responsible for extraction of data as per customer's requirement using scripts as per SOP. Responsible for any sync miss for a user/functional account/company/location codes and fix it as per process. Provide workaround for issues and perform RCA to get the issue fixed as per SOP Work closely with Project team & PM's to drive projects in an enhanced manner and ensure end to end support and meet deadlines as per CR (Change Request).

Oversees the installation, configuration and ongoing maintenance of networked information systems. Uses knowledge of LAN/WAN systems to help design and install internal and external networks. Tests network systems to eliminate problems and make improvements. Installs, and manages servers and resolves issuesSupports Network Core, Firewalls, Switches, Routers, VPNs, Wireless Access Points and other associated equipment. Manages the Active Directory. Installs patches and performs system backups and recovery. Perform installations/patching of operating system, software installation, and system backups - data recovery

Maintain smooth operation of computer systems, including coordination with network, software, and system engineers, application Owners. Recommend and implement system enhancements that will improve the performance and reliability of the system installing, problem resolution, inventory tracking and updating.Basic administration of creating and maintaining user and computer accounts in active Directory. Analyse, monitor, design, develop and document technical processes and procedures as needed. Interact, meet, discuss, and troubleshoot issues with internal customers, application owners and support the reported issues.