 Point of contact for all Major Incidents. Accountable for the effective implementation of the process "Major Incident Management" and carries out the respective reporting procedure Train and coach analysts Ensure that staff take ownership of user problems and be proactive when dealing with user issues Assist Major Incident Process Owner by identifying the issue, lessons learnt and planning for Major Incident Management process improvement. Manage delivery excellence through peer-review and working with the customer’s leadership. Assists the Major Incident Management Process Owners in driving Service Management best-practice and ITIL process standardization. Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable. Reviewing change plans and schedules. Planning activities include scheduling the change request, assessing risk and impact, creating plans, defining and sequencing the tasks needed to accomplish the change request, and scheduling people and resources for each task. Coordinate and conduct meetings with Change advisory board (CAB) to discuss higher risk changes Escalation of risks and issues to stakeholders and ensure that production is not impacted. Liaise with the change requester for business and technical queries and issues, if any create an RFC (Request for change) and update its status whenever required. Gathering appropriate information based on the type of change being investigated. Prepare accurate and timely reports Having good hands on experience on Incident, Problem, Change and Request Management.

 6 years of experience in Wintel and Linux Technologies with expertise in IT Infrastructure Installation, Configuration & Administration of ESX/ESXi and VMware vSphere Server. Managing virtual machines through HyperV and VMware server.  Installation, Configuration & Administration of Windows 2000, 2003 & 2008 Servers. Work experience in Application installations, Configurations and Troubleshooting. Managing Active Directory Services, DNS, DHCP, Group Policy

• Driving an Incident to resolution through support engagement.• Documenting key actions and events during an incident bridge call.• Notification to senior leadership of current status and impact to customer.• Post incident documentation to assist Problem Manager in root cause analysis.• Ensure proper escalation procedures are followed and correct support teams are engaged. • On call support during weekend and holidays as needed.• Train new joiners and conduct a Knowledge Sharing sessions on a regular basis.

• Installation Configuration and Administration of DNS, DHCP and ADS.• Managing Infrastructure servers like DHCP, Print Server, File share.• Diagnose Troubleshoot and installation of hardware on desktops, laptops and servers.• Installing and managing Network printers and Scanners.• Handling SCCM client issues, OS installation issues via network and testing OS installation in VMware, Hyper-V.• Creating software packages and publishing/deploying it via SCCM 2012.• Installation and Raid configuration of Windows server 2003 and 2008.• Configured and maintained multiple Linux systems.• Assisted in updating existing Linux systems to meet business demands.• Identified and rectified performance problems.• Provided fist line support for any system issues.• Managed system storage requirements, access controls and permissions.• Maintained records of system implementations and audits

• Handling L1 issues from the internal users in Wipro.• Managing group membership permissions in Exchange console and Powershell. • Managing domain users, computer accounts in AD users and computers.• Creating and managing Shared mailbox, Distribution lists in EMC (2007, 2010).• Installation and configuration of OS like windows 7, Windows server 2003 and windows server 2008.• Creation and managing of shared mailbox, distribution mailbox.• Troubleshooting of end user outlook issues.• Implement, maintain and support OWA infrastructure.• Creating and managing VM’s.• Configuring and providing access to VPN.• Remote support to the Client Using tool Timbktu Pro, logme in, show my PC and team viewer.