Mohanakrishnan K Email & Phone Number

Malaysia

Leading and managing an experienced team of Incident managers and Problem managers (Infra & Application) 24*7, supporting from both onsite and off-shore.Handing all Major incidents and driving the entire IT operations with respect to the SLA signed with customer by giving top priority to the “customer Satisfaction”Responsible for managing the all Incidents, Service Requests, Problems and Change management are closed with in SLA.Developed processes and tools that ensure that capabilities are effectively transitioned to operations, including the existence of adequate monitoring, and comprehensive playbooks for quick resolution of incidents.Responsible for operational results, including system uptime, performance standards, and metrics and sharing the Dashboards with Internal & External Stakeholders.Handling all audits with respect to NOC operations from security and customer stand point.Responsible for sharing governance report (Weekly, Monthly, Quarterly and Yearly).Review CSAT feedback and ensure timely implementation of corrective actions.Driving daily stand up call with different team leads to understand the day to day operation challenges and tracking the previous day open points.Ensure team to prepare SOP & knowledge articles for all customer requirement by understanding their environment and process.Handling the escalations and working with the respective teams till closure.Analyzing the Weekly Process Control & Compliance Score Card published to the team and always improvised their performance by reducing their misses.Handling first and second level appraisal process of the team members along with the recruitment, selection and training for new employees for the team.Have successfully implemented a new ticketing tool [IssueTrak] as per ITIL framework across various departments & Various BU’s.Have been a BCP Coordinator and performing Table Top Testing, Communication Tree Testing and Simulation Testing as per the schedule with Quality team.

Bangalore

Roll out PSP – For IT Infrastructure and Maintenance : Managing and maintaining of Windows Server 2003 and Linux Servers.Maintaining and working with Call Monitoring Software.Co-coordinating for L2 support for all desktops calls.Maintenance and support for Electronic Queue Management System.New Branch roll outs, Asset Management and Vendor call coordination.Installation & Maintenance of Network and stand alone Printers.Maintaining updated documentation for current hardware and software Configurations, and also for proposed future installations & modifications to the current environment.Developing and negotiating with vendors for timely supply and maintenance of devices to facilitatesmooth project Activities, ensuring compliance within SLA. Providing other participants of the facilitation team and users with technical support.Perform user account creation, deletion, and configuration.Installed and configured packages and patches.Server monitoring and performance managementServer build as per the customer requirementOperate with standard corporate tools to record changes, service requests, and problem activities for tracking.Analyze, log, track software and hardware matters of significance pertaining to network connectivity issues,printer, server, and application to meet business needs.Organize hardware and software installations and upgrades to ensure uninterrupted work in accordance with company policy.Operate with standard corporate tools to record changes, service requests, and problem activities for tracking purposes.Telnet and ssh configurationConfiguration of Switches and Routers VOIP Configuration. Managing and Maintaining of LAN, WAN systems. Link monitoring between Different Location and responsible for escalating Connectivity Failure to customers and Team coordination for restoring Connectivity.