Team Management | SLA/KPI Management | Escalations Management | Process Implementation | Infrastructure Management | Service Quality Assurance | Service Management | Stakeholder Management | Incident Management Lead Operations Team for IT Infrastructure Management along with the day-to-day IT operations including assigning tasks, prioritising work, resource management & resolving conflicts Facilitating implementation of the product involving documentation & execution of varying… Show more Team Management | SLA/KPI Management | Escalations Management | Process Implementation | Infrastructure Management | Service Quality Assurance | Service Management | Stakeholder Management | Incident Management Lead Operations Team for IT Infrastructure Management along with the day-to-day IT operations including assigning tasks, prioritising work, resource management & resolving conflicts Facilitating implementation of the product involving documentation & execution of varying sizes of customizations, implementation of standard processes and maintenance & up-grading existing product; managing project teams in Agile environment . Establishing product development strategy in collaboration with stakeholders from engineering perspective.Identify and implement scope of automation in the project. Show less

IT Infra Management & Support | Process Management | Business Applications Support | System Optimization | Security Compliance Management | Incident/Problem Management , Application Management Ownership of all IT maintenance activities that include offline and online migration, patching, configuration, upgrade, and enhancement tasksLed all CAB & ECAB to conduct effective analysis of all change requests and to mitigate & minimize failed and changes

CMDB Database | Dev/UAT Patching | RFCs Creation & Closure | ITIL Incident Management Managed a project of patching all Unix/Linux production servers to the latest QPK Facilitated major incident calls for P1 and P2 incidents and emergency changes Created problem tickets and assigned the same to the respective team for RCA

Incident / Query Resolution | IT Service Management | Ticket Management | Vendor Management, Service Delivery Management | Client Migrations & New Account Set-up | L2 SupportTransitioned to IBM India Pvt. Ltd. on 1st April 2016 as part of a corporate business deal between AT&T & IBM.Headed 5 major client accounts and led a team of 8 membersFacilitated post-outage reviews (POR); managed Service Incident Reporting (SIR) and development & delivery of Root Cause Analysis… Show more Incident / Query Resolution | IT Service Management | Ticket Management | Vendor Management, Service Delivery Management | Client Migrations & New Account Set-up | L2 SupportTransitioned to IBM India Pvt. Ltd. on 1st April 2016 as part of a corporate business deal between AT&T & IBM.Headed 5 major client accounts and led a team of 8 membersFacilitated post-outage reviews (POR); managed Service Incident Reporting (SIR) and development & delivery of Root Cause Analysis (RCA) to management and to the customer Provided L2 support on Incident tickets for Windows platformManaging Active directory support, DHCP, DNS, Load balancers and Fortigate firewalls Show less

Incident / Query Resolution | IT Service Management | Ticket Management | Vendor Management, Service Delivery Management | Client Migrations & New Account Set-up | L2 SupportHeaded 5 major client accounts and led a team of 8 membersFacilitated post-outage reviews (POR); managed Service Incident Reporting (SIR) and development & delivery of Root Cause Analysis (RCA) to management and to the customer Provided L2 support on Incident tickets for Windows platformManaging… Show more Incident / Query Resolution | IT Service Management | Ticket Management | Vendor Management, Service Delivery Management | Client Migrations & New Account Set-up | L2 SupportHeaded 5 major client accounts and led a team of 8 membersFacilitated post-outage reviews (POR); managed Service Incident Reporting (SIR) and development & delivery of Root Cause Analysis (RCA) to management and to the customer Provided L2 support on Incident tickets for Windows platformManaging Active directory support, DHCP, DNS, Load balancers and Fortigate firewalls Show less

Technical & Product Training | Process Trainings | Training Requirement Gathering, Cross-functional Coordination | Reporting & Documentation