• Lead team of IT Duty Managers and help them in every possibility 24*7 to avoid escalations for all VFS Global 2226 small and large offices at 126 countries for 62 Client governments.• Accountable for all technical delivery issues (in all capabilities) relating to assigned accounts 24x7.• Own and Manage HSIM for all the capabilities.• Working with All Capability members to find the root cause of problems related to configuration items across the Enterprise (Hardware, software, documentation, process)• Participating in corrective action meetings with subject matter experts to determine root cause, known errors and potential solutions.• Analyzing root cause, identifying Known Error and coordinating actions to fix the error.• Proactively identifying incidents, analyze and recommend Service Improvement plans with the possible solutions obtained from technical teams for department or business unit.• Maintains inventory of incidents under analysis and their current progress and status.• Updating KEDB• Produces Incident Management reports and management information, same is shared with VFS Board Members every week.• Coordinating meetings to resolve incidents.• Preventing reoccurrence of issues by identifying root cause and implementing fix.• Drive all incidents towards root cause identification and permanent fix.• Finding problems with unique and different RCA techniques.• Monitoring performance and throughput of IT Services and the supporting infrastructure component.• Manage the operational delivery of service to the assigned customer’s statement of work.• Ensure 100% uptime for all critical devices at DC and DR.• Manage and Minimize customer escalations• Work with all capabilities on pending calls where DXC is responsible for achieving the SLA.• Ensure IR and PR are submitted to the SM team on time.• Supporting Local Embassy and Ministry for any technical assistance remotely.

∙ Managing Incident Management for all the capabilities Globally.∙ Making sure for timely resolution from Network / Server / Database/ Application / Rollout Teams.∙ Analyze calls / patterns, aim at reducing repeat escalations and incidents.∙ Co-ordinating with Onshore (Global Helpdesk) and vendor teams for process escalations.∙ Documentation (Business & IT signoffs for audits, Restorations drills signoffs, Troubleshooting Documents, Restoration forms).∙ Act as an escalation point for all issues.∙ Help Global Service Desk to Update Knowledge base for new issues and have to support GSD for any technical help in critical issues.

Responsibilties:∙ Configuration & Troubleshooting of Blackberry Enterprise Server & Exchange Server which is used by Reliance (RCOM) & Bombay Dyeing.∙ Deployment & configuration of Blackberry Enterprise servers for corporate companies which have taken Blackberry Server from Reliance (RCOM).∙ Troubleshooting of Blackberry Servers.∙ Timely resolution of Blackberry related issues faced by customers. ∙ Handling Mailing issues for handsets like Blackberry, Iphone, Android etc.∙ Analyze calls / patterns, aim at reducing repeat calls.∙ Co-ordinating with Onshore (UK/US Helpdesk) and vendor teams for process escalations.∙ Documentation (Business & IT signoffs for audits, Restorations drills signoffs, Troubleshooting Documents, Restoration forms).∙ Act as an escalation point for Blackberry Team.∙ Handling the Blackberry Team all over INDIA.∙ Interviewing the Candidates for Blackberry Team.∙ Handling VIP users in the organization single handedly, ( Mr. Anil Ambani ), ( Mr. Ness Wadia ).

Responsibilties:∙ Configuration & Troubleshooting of Blackberry Enterprise Server & Exchange Server which is used by TTSL.∙ Deployment & configuration of Blackberry Enterprise servers for corporate companies which have taken Blackberry Server from TTSL.∙ Troubleshooting of Blackberry Servers.∙ Timely resolution of Blackberry related issues faced by customers. ∙ Analyze calls / patterns, aim at reducing repeat calls.∙ Co-ordinating with Onshore (UK/US Helpdesk) and vendor teams for process escalations.∙ Documentation (Business & IT signoffs for audits, Restorations drills signoffs, Troubleshooting Documents, Restoration forms).∙ Act as an escalation point for Blackberry Team.∙ Handling VIP users in the organization single handedly ( Mr. Ratan Tata ).

∙ Configuration & Troubleshooting of Exchange Server & Blackberry Server which is used by Aircel.∙ Deployment & configuration of Blackberry servers for corporate companies which have taken Blackberry Server from Aircel.∙ Troubleshooting of Blackberry Servers.∙ Timely resolution of blackberry related issues faced by customers.

∙ Interviewing the Candidates for Desktop Team.∙ Act as an escalation point for Desktop Team. ∙ Manage staffing of Desktop Team.∙ Update images of desktop’s according internal changes in process.∙ Check the compliance of anti-virus and windows security updates on daily basis.∙ Create daily and monthly productively reports for desktop team.∙ Co-ordinating with Onshore (UK/US Helpdesk) and vendor teams for process escalations.∙ Done UAT (User Acceptance Test) of new application before implementing into the process.∙ Handling VIP users in the organization single handedly for issue of Laptops, Desktop, Blackberry, Hutch mail, IPAQ.∙ Documentation (Business & IT signoffs for audits, Restorations drills signoffs, Troubleshooting Documents, Restoration forms, daily & weekly backup reports).∙ Installation and configuration mailing software such as Lotus Notes 6.5, Microsoft Outlook 2007.