Developing and managing a Service Delivery Team with a focus on supporting clients through the Help Desk and ensuring effective service management requires a structured approach.1. Team Development and Management:-Team Composition: Assemble a diverse team with the required skills, including Product staff, Systems admins, Engineers, infrastructure and networks experts, security specialists, and database staff. Ensure that each team member understands their roles and responsibilities.-Regular Meetings: Hold regular team meetings to discuss progress, challenges, and opportunities for improvement.2. Service Management:-SLA Mapping: Map the contract Service Level Agreements (SLAs) to real-world processes. Ensure that SLAs are practical and achievable.-Ticketing System: Implement a robust ticketing system like ManageEngine's ServiceDesk+ to track service requests, incidents, and their resolutions.-Incident Management: Develop an incident management process to address and resolve issues promptly. Establish clear escalation paths for critical incidents.3. Client Relationship Management:Post-Implementation Relationship: Maintain and strengthen the relationship between your organization (HLT) and the client beyond the implementation phase. Ensure that client needs are continuously met during BAU (Business as Usual) operations.Communication: Regularly communicate with the client to provide updates on SLAs, OLAs (Operational Level Agreements), and the status of ongoing work.Delivery Times: Ensure that client expectations align with your team's capacity and capabilities.4. Vendor and Stakeholder Management:-Vendor Relationships: Manage relationships with vendors, ensuring that they provide the necessary support and services as per agreements.-Stakeholder Engagement: Collaborate with internal stakeholders within HLT, including IT staff, to ensure seamless service delivery.

Provide assistance to end users while also identifying any issues in production.Working as Windows admin production and application support.Key person responsible for the transition of the Project from US onshore to India offshore. Built an offshore Team to India location while getting the complete details and Training/mentoring the other new Team members from Offshore. Consult with users, management, and technical personnel to clarify business issues, identify problems and suggest changes/solutionsUnderstanding all the database components, and their dependencies and integration processesFollowing strictly the company’s rules and procedures to track issues diligently and make changes in production environment properlyMaintained and monitored production system alerts and provided triage support for priority one and two system outageResponsible for L1/L2 support tasks throughout the day. Monitoring & Maintaining and giving Support to Operators regarding the EOD (End of Day) and BOD (Beginning of Day)Worked directly with Vendors, DBA, Platforms Team and Development team to build a new application. Server build, Database configuration, Services build and setting up jobs. Creating and maintaining knowledge base for the team, including general system architecture, application production supporting document, good practice, and coding standard and conventions.Performed patch management, set up Cron jobs, user account maintenance, disk quota controls.Setting up Firewall rules bi-directional for communication with vendors and server communication like Test and Prod. Process Documentation and Training.Working on app servers and L2 Unix/Linux support.

Responsible for creating identities for new joiners in WTW domain with proper Service Catalog in service now ticketing tool.Responsible for DL creation in mailbox and providing access to public folders in mailbox. Managing account of the users in different domains includes Internal\WWC\WWP\Towers domain by using Active directory.Key Person to handle access related issues for Files & Folders of different directories which are of sensitive Data and Client folders to provide security breach.Worked on Name change, Status Change, Transfers, Creation of Email Accounts and all the access related data issues. Interact and work daily with onsite team in US on complex issues and workaround.Setting up account ID’s for customer, adding/deleting user permissions, creating Virtual directories in IIS manager.

Provide 24*7 support (L1-L2) for external transmissions. Troubleshoot, research and resolve issues relating to failed transmissions, encryption, and/or archival process Collaborate with Application Developers from multiple lines of business to complete FTP, SFTP, and SSH file transmission Requests.Key person to handle encryption mode of PGP, Host and Metlife public key on transmission team.Create and deploy PERL code for external transmissions in test and production environmentsCreate scripts for batch processing of ftp and sftp (with and without encryption) transmissions with external vendors. Interact and work daily with onsite team in US on complex external transmissions required processes. Set access and permissions for traffic in and out of the firewall (DMZ and bastion).Modify and create process documentation for the purposes of training future Transmission team members.Scheduling of Jobs on Tivoli dynamic scheduler as per user requirements.Working on SSH tectia a tool used to authenticate particular user (IP’s) who can access MetLife environment.Technical Support On-Call 24/7.Setting up account ID’s for customer, adding/deleting user permissions, creating Virtual directories in IIS managerMonitor the jobs and log files for successful transmission and to take appropriate actions/steps if the job fails or Abends