Edwin Joseph A Email & Phone Number

Chennai, Tn, In

• Accountable & Responsible for all SLAs for the assigned clients as per the SOW.• Oversee and guidance to Transitions Team to get the project smoothly transitioned into BAU stage.• Successful manage service delivery SLA achievement and high level of customer satisfaction.• Accountable and responsible for project P&L.• Oversaw 100% compliance of meeting SLA's and KPI's in accordance with master services.• Monitor overall performance of services and timelines to deliver.•… Show more • Accountable & Responsible for all SLAs for the assigned clients as per the SOW.• Oversee and guidance to Transitions Team to get the project smoothly transitioned into BAU stage.• Successful manage service delivery SLA achievement and high level of customer satisfaction.• Accountable and responsible for project P&L.• Oversaw 100% compliance of meeting SLA's and KPI's in accordance with master services.• Monitor overall performance of services and timelines to deliver.• Communicating and working with across organizational boundaries.• Plan and execute resource hiring to support business growth and service demands.• Distribute service reports to key internal personal and clients and raise any potential risks.• Building a healthy professional relationship with key client team members and should connect with them on weekly and Monthly basis.• Monitor, Measure & Manage the performance of Delivery team and Service Desk against to meet client expectations and commitments.• Led cross-functional teams in resolving project issues and conflicts, fostering a collaborative and solution-oriented environment.• Proactive risk management processes to identify, assess, and mitigate project risks.• Vendor billing approvals and monthly timely billing to clients.• Ensure that the attendance of all FTEs is placed in the projects meet SLA and sufficient pool of backfills to cover in absence of primary engineers.• Succession plans readily available in case of any FTEs resignation or separation.• Provide guidance and support to team members , addressing concerns and promoting a positive environment. Show less

Chennai, Tamil Nadu, India

• Responsible for managing the overall Site IT operations. Ensure day to day effective delivery of IT services to the business and operations.• Oversee day-to-day IT operations managing a server, network, IT helpdesk team to ensure effective delivery of IT services to the business and operations.• Manage metrics and performance indicators to ensure that the team meets the goals and objectives set.• Monitor and worked on incidents and requests to support the end users and ensure all… Show more • Responsible for managing the overall Site IT operations. Ensure day to day effective delivery of IT services to the business and operations.• Oversee day-to-day IT operations managing a server, network, IT helpdesk team to ensure effective delivery of IT services to the business and operations.• Manage metrics and performance indicators to ensure that the team meets the goals and objectives set.• Monitor and worked on incidents and requests to support the end users and ensure all the tickets are closed in within the SLA.• Review and handle IT requirement for new customer onboarding like HP, Technicolor, Skyworth, Huawei, Motorola, Reliance, Xiaomi and Automotive Projects.• Responsible for new project implementation on shop floor and ensure smooth production startup.• Closely worked with all other cross function teams on business requirements.• Managing overall 1500 Domain computers and 2000 Non-Domain Computers with 8000+ Users.• Identify and evaluate IT issues, provide recommendations and direction for system improvements.• Worked with IT Global Service Desk, Network, Messaging, Servers, Backups, CDT and SOC Teams for supports and implementation on site requirements.• Responsible for managing the entire IT Assets and follow the scrap process on time for E-Waste.• Responsible for IT Hardware and Software Procurements. • Implementing the IT Projects such as VC Upgradation, VFM Dashboard Implementations. Show less

Chennai, Tamil Nadu, India

• Leading team structured of 40 plus engineers across Asia Pacific and Middle East Africa region and Our Team supports the progression of Client focused on delivering IT Infra support and has a critical role in guaranteeing the continual business operations and proficient IT support planning for progressive business growth. • Sound knowledge of Global Support Process for handling IT support.• Managing Incident Reported via calls, e-mails and through BMC tool.• Providing work around… Show more • Leading team structured of 40 plus engineers across Asia Pacific and Middle East Africa region and Our Team supports the progression of Client focused on delivering IT Infra support and has a critical role in guaranteeing the continual business operations and proficient IT support planning for progressive business growth. • Sound knowledge of Global Support Process for handling IT support.• Managing Incident Reported via calls, e-mails and through BMC tool.• Providing work around solution to users and to facilitate the restoration of normal operational service with minimal business Impact• Providing the support in Asset Management, Network management, Server Management, Facility Management, Incident and Request Management.• Report and review the daily, weekly & monthly performance metrics with the client.• Set quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLA’s and work processes.• Supporting Business Continuity Plan Activities• Being a SPOC for customers need to handle escalated calls and ensure to timely response.• Identifying major repeated incidents on periodical basis and getting it escalated to appropriate stakeholders.• Ensuring minimum downtime on all services as defined in SLA & OLA by monitoring and managing.• Conducting the team reviews with the leads and their respective team members.• Reducing resource attrition in project by put forwarding employee concerns to HR Team. • Replacements of resources are done in applicable notice period ensuring on smooth handover process completion without impacting on customer business. Show less

Bachelor Of Computer Application, Computer Application

High School Diploma, Electrical, Electronics And Communications Engineering

High School/Secondary Diplomas And Certificates