IT Operations Project Governance Roles.

Major Responsibilities:1) Always striving for value addition to clients by ensuring readiness, and agility, as a proactive measure to counter project challenges2) Joining Shift handover calls to ensure the smooth transition of updates. Preparing shift rosters, managing comp-offs/Leave requests3) Evaluated project risks and problems and provided recommendations for mitigation.4) Preparing and maintaining trackers to measure the progress of pending tasks related to project implementation and change. Doing regular follow-ups to hustle team members to meet task deadline5) Looking after complete stakeholder management, driving weekly update calls with stakeholders indicating weekly highlights/Lowlights/Value Addition and Support Required. Recording their inputs for implementation. Also, scheduled and facilitated face-to-face and online stakeholders' meetings to allow collaboration between project team and client teams.6) Resolving Escalations and coordinating between L0/L1 and L2(Server/Network/Storage) teams. Focusing on aging incidents that are more than 3 days old. Managing Incident life cycle. Attentive to P1/P2 tickets to meet SLA. Ensuring P1/P2 incidents proper RCA captured and shared with stakeholders.7) Updating project-related documents over share-point on a regular basis to meet internal audit criteria, including regular updates of Risk management inputs severity-wise to add value suggestions to stakeholders8) Interviewing/Onboarding/Offboarding and training new resources, allocating assets and ensuring regular maintenance for the smooth run of the process taking care of genuine reimbursements for project employees9) Organizing and driving team meetings whenever needed then sharing MOM to project stakeholders. The application used for the meeting was Microsoft Teams10) Preparing weekly team performance reports based on incident parameters. Declaring weekly winner for a maximum number of incident closures with proper RCA remarks and meeting SLAs.

Organised, maintained and managed class systems in proper working condition. Teach students and learners to use computers. Design and develop appropriate computer instructional material. Manage and monitor student behavior. Initiate and implement systems, procedures, and other student management issues. Develop and implement lesson plans and classroom activities in consistent with the student management issues. Conduct group training sessions. Determine and troubleshoot technology services for staff. Coordinate and collaborate with lead teachers, principals, and instructional coaches. Integrate special lesson plans with core academic curriculum.

• Project life-cycles implementation, interfacing primary clients directly during and after implementation (post-implementation support), Infrastructure development and support.• Resolving client Issues and managing their infrastructure escalations.• Serving as a leader for daily workload, finding opportunities to improve 24/7 processes.• Responsible for the project management throughout the entire project lifecycle, including project initiation, project planning, project implementation, monitoring and controlling, reporting vendor/stakeholder management, post implementation review and Project closure/ handover.

•Providing technical support, including identifying problem incidents with their subsequent resolutions.•Providing employee training and instructions (through presentations) regarding basic operation of software and hardware, technical support and quality standards.•Supervised and performed installation of new IT equipment and system software.•Updated management on a regular basis through reports and presentations and via email.•Maintained company peripheral network devices regularly, including printers and scanners.•Following vendor relations, follow up’s and escalation on h/w related issues.•Updating escalations activity on working tickets in ticketing tool.

•Promptly handling the customer’s calls/emails and efficiently replying their queries.•Probing the technical issues related to Desktops, Laptops, Applications and Internet with end-user and troubleshooting it.•Maintaining the detailed information on the issue in CRM, WCCC (Wipro centralized contact center) application and raising the incidents.•Executing follow ups on the issued tickets, managing escalations, till closure.•Raising the indents (Spares) on required serviced tickets.•Managing Web Requests.