Avi Jain Email & Phone Number

Gurugram, Haryana, India

Noida, Uttar Pradesh, India

Team Leadership and Development:• Led and supervised cloud infrastructure and operations teams of 30+ members, directly overseeing 12 team members by setting SMART goals, providing continuous feedback, fostering professional development, and promoting continuous learning. Increased team efficiency by 20%.Agile Transformation and Process Improvement:• Implemented Agile methodologies such as Kanban, Standups, and White Board practices, resulting in a 15% reduction in the number of tickets and service requests by optimizing workflow and improving communication.• Identified and re-engineered processes to streamline operations, resulting in about 20% increase in efficiency and a 15% improvement in customer satisfaction scores.Talent Acquisition and Skill Enhancement:• Hire and develop all team members to support the business volume and ensure the team is fully versed in executing engagements in compliance with Kronos’ defined methodology. • Increased team efficiency by 35-40% through cross-skilling and upskilling initiatives, enhancing the technical expertise of existing team members.Collaboration and Resource Management:• Collaborated with different technical and non-technical teams as per desired work and project needs. • Attending and resolving queries from team members, customers and leadership. Documentation:• Created detailed process documents based on customer requirements, which streamlined team performance and reduced resolution time by 10-15%.Service Delivery and Stakeholder Management:• Effectively communicated project progress, milestones, and key metrics to stakeholders through detailed reports and presentations, contributing to a 95% stakeholder satisfaction rate. Key Achievements:• Successfully led the team in completing critical projects, including Windows upgrade, SQL right-sizing, and VMtools upgrade.

Gurgaon, Haryana, India

Technical Support Leadership:• Spearheaded day-to-day technical support, analyzing and troubleshooting OS, network, backup, and patch-related issues in virtual (ESX, VMware vSphere) and physical servers (HP Blade servers).Service Management and Disaster Recovery:• Enabled the service management team in Service Request Ticketing (SRT), Root Cause Analysis (RCA), and Definitive Software Library (DSR), and planning and testing DR solutions, ensuring 100% business continuity.Server Build and Patch Management:• Executed server builds for ESX servers, virtual servers, and physical servers, demonstrating expertise in ESX, VMware vSphere, and HP Blade servers. Also completed various patching activities for Windows servers and ESX, utilizing HP OA and performing basic tasks on CISCO UCS.ITIL Processes and Mentorship:• Mentored 5+ new team members through project training, contributing to their professional development and competency.• Drive service-level agreement (SLA) improvement plans, exchange feedback, and manage escalations. Technical Projects Management:• Led the ESX upgrade project from version 5.1 and 5.5 to 6.0 using update manager, ensuring seamless transitions.• Successfully upgraded VMTools on more than 1200 VMs with zero downtime.• Completed projects on Storage vMotion from VNX to VMAX and from VMAX to VMAX3, showcasing expertise in storage management.• Managed ESX server patching and firmware upgrades on CISCO UCS, ensuring system reliability and security.

Noida, Uttar Pradesh, India

• Provided level 2 support for Midrange/ High-End Microsoft Windows servers (W2K3, W2K8 and W2K12), VMware vSphere 5.0, 5.1, 5.5 and Microsoft clusters• Oversaw various patching activities of windows servers and ESX

Gurgaon, Haryana, India

Bachelor Of Engineering (B.E.), Computer Engineering

Master Of Business Administration (Mba), Project Management

School, Biology/Biological Sciences, General