° Member of core and extended mobility team for MDM department and represents Eaton, India.° Responsible for annual refresh of IT disaster recovery plan and manage asset lifecycle.° Active participation in internal audits related to IT processes, procedures and influence budgeting, forecasting, and spending for IT infrastructure° Lead & mentor a technical team of engineers and IT asset analysts° Drive the continuous improvement through trend & gap data analysis followed with implementable solutions. ° Participate in application, infrastructure, security, operational excellence initiatives on local & global level and come up with sustainable solutions for IT health of organization.° Actively involved in finding resolution of larger IT issues through root cause analysis and problem management techniques.

>Develop plans to meet required service levels.Design data collection and reporting mechanisms for application health reporting.>Support root-cause analysis on intermediate to moderately complex incidents to provide future application,hardware and/or software resiliency.>Liaise with Technology support center, Allstate field support, provisioning , client computing, security and networking teams.>Determine originating factors for a given incident and develop recommendations for preventing its repetition.>Pro-active monitoring and issues avoidance of various infrastructure components at Bangalore and Pune locations.>Install and test changes to the desktop including security patches, service packs and new release of applications.

• Manage incident/problem ticket raised by level 1 and 2 using ticketing tool.• Take end to end ownership of incident/problem ticket and communicate the issue/interruption within the agreed SLA and quality parameters.• Provide the proper and understandable resolutions to level 2 team and document the root cause analysis of the reported issues in the ticket using six sigma methodologies.• Major incidents are escalated to development team, by raising the new ticket using proper impact - urgency and priority matrix for code fix.• Initiated the task of sending SLA breach report, update adherence report and defaulter report to DCIO, ESS, US and India management forum.

• Error review workstation, Level 2.5 support to all the incoming transaction based tickets, • Regression testing, analyzing and reporting of all the Incidents and Problems in day to day business based on ITIL working environment.• Develop and maintain key client relationships by bridging the gap between offshore and onshore business group by being a primary point of contact for handling technical escalation and participate in the continuous improvement meeting for better understanding of upcoming updates.• Manage complex and multiple tasks offered by onshore stakeholder at senior level both locally and globally in the absence of manager and provide the timely updates of the same.• Manage the daily activities and ensures all works are completed according to scheduled deadlines and ensures that the priorities, goals, quality and production standards are achieved as per KPIs.Strong hands on Service Now and JIRA

• Open appropriate ticket (Incident/Change/Service request) and assign the same to appropriate team (Windows/Unix/DBA/NOC).• Monitor the tickets queue of all the Windows and Unix server requests and do customer follow ups for pending items on timely basis.• Manage Incidents following critical problem checklist for Critical 1 and Crisis events.• Manage customer communications and set appropriate expectations (i.e. Delivery date). Provide regular feedback to the customer on outstanding requests.• Notify customers on alerts, outages and server downtime, contact SunGard on call Windows or Unix admins for off-hour incident resolution.

• To setup and troubleshoot (installation, configuration) of windows desktops in ESI production standards and procedures.• Handle or escalate the ADP ESI associate queries by attaining their complaints on call and or via ticketing application.• 1st and 2nd Level support on the suite of hosted products for payroll, HR and time & attendance.• Update the Service desk cases they take with notes on the progress and resolution of the case