• Represent the first stage of escalation for Major Incidents and accountable for end to end coordination on MIM call for P1, P2 incidents.• Initiating and driving (Technical/Management) bridge calls towards faster and smooth restoration of outage.• Publishing MIM Notifications to relevant stakeholders via email/tool on agreed timely manner.• Good understanding in Incident and Problem Management area for infrastructure and application domains.• Ensuring that all IT teams follow as per the ITIL process, SLA’s for every incident during the incident life cycle.• Implementing robust MI management procedures and communications channels for escalations (i.e. both functional and hierarchical) during MIM call.• Approve emergency changes on the MIM Bridge, post analyzing the impact, urgency and necessity of change.• Maintaining MI reports, Daily report, Weekly report, MTD reports and publishes to all the stakeholders.• Scheduling meetings and providing the knowledge transfer session of MIM process to all new joiners.• Preparing and publishing Pending CAPA & RCA reports to various stakeholders and process leaders.• Preparing and publishing Monthly Deck reports, Daily Open Application, Infrastructure and Open Service Request status to all the internal stakeholders and process leaders.

Deployed and monitoring system & software asset management application tool with license compliance across PAN-India, to check on the system performance & its utilization on power consumption.Project mitigation and deployment of client application software’s (CISCO Unified application - CRM tool) for system readiness at the hub center – Telecom process.Project mitigation and deployment of client application software’s (Genesys application – CRM tool) for system readiness at the hub center - Banking process.Project mitigation and deployment of client application software’s (Siebel - CRM application) for system readiness at the hub center - domestic process (Clients are TATA Motors & TATA Sky).Supporting BFSI process via remotely on the end user laptop, as based on the ticket / call request.Involved in preparing internal and external ISO 270001 (ISMS) & QMS documents as audited by EY & BSI delegates.Information Security Incident Report are documented as per the ISMS policy.Coordinating with all vendor technical teams for managing the overall Service delivery.Updating the reports of process checklist, SOP, MIS Reports, Software List, Asset inventory details, Key Vendors details in the share point portal.Implementing processes, procedures and other mechanisms to assure service performance. Monitoring closure of open Purchase orders and provisions of invoice, on processing the vendor paymentsEnsuring Team members have the necessary skills to resolve the customer queryKeep track of Helpdesk day-to-day activities, NOC activities and handling client escalation calls.Conducting regular internal service performance reviews with stake holdersReviewing service scope and identifying additional potential activities for service delivery.Ensuring that effective communication and problem management occurs between all service support team members.

Ensure the highest level of first-call resolutionTroubleshooting for Hardware & Operating System (Windows XP, Vista & Windows 7.0/Windows 8.0) which includes POS application installation and updating to the latest build version, printer issues and updating customer information in Salesforce.com.Assist phone customers by diagnosing problems, and providing resolutions for technical and service issues.New application installations and registering the payment gateway services for the POS systems.Escalated issues as needed and maintained communication with customer and technical teams. Extensively utilized Zendesk tool to record and track issues. Taking backup of customer database from SQL Server Management Studio Tools.Running SQL script for the POS application on the customer systems.

Client-McAfee Inc. United StatesAug ’13 – Mar’14Client - DELL (P) Limited, United StatesJan’13 – Jul’13

Client-Verizon Data Services India (P) LtdSep’11 – Dec’12Client-DELL (P) Limited, United States Dec’10 – Aug’11

Learning & Development, Hewlett - Packard GBS, Bangalore