Venkat Narayan Email & Phone Number

Chennai Area, India

Onbording & Decommissioning Task,Compliance ClearanceLeading the Global Support Service Desk - Monitoring Support Team for Manage Hosting for Cloud & Application Hosting.Conducted daily operational tasks by directly managing a team of 20+ employees that support large enterprise environments.Managed multiple technical teams supporting UNIX, Linux, Windows, Network, Database, and MonitoringSupported ITIL functions including Incident Management, Change Management & Problem ManagementEnabled continual service improvement through the regular review and updating of processes and proceduresInfluenced key performance metrics for over 17,000 incident tickets and 2,000 change tickets per monthHandled other responsibilities such as facilities, personnel management and build out of the Global Service DeskMetrics management (MTTR, SLA, FTR, OLA, etc), reports (MIS), People Management, etc..

India

Manage and coordinate software / application stack and hardware changes between hosting and production support global teams across USA, UK, and multiple locations in India .Monitor client’s front end and back end servers using Site Scope Alert Monitoring tools.As Tactical Response Manager, I ensure that the patching or upgrades to servers requested bythe client are implemented without affecting production. I identify and assign the right resourcesand approve change in stack. During the time of crisis, I am the single point of contact that owns the issue and communicates with all the stake holders.As a part of change management, I work on Incident management by coordinating with Customer Support Relationship team to assign the Priority tickets to the right group, such as Oracle and DB2 teams for database storage issues for multiple clients, Network issues related to load balancer, VPN, and network connectivity issues). Handle escalation and by coordinating with Client Executive, Client Managers, and Service Managers by following process guidelines.Significant Highlightso Staff working in different domain areas, such as database, operating systems, applications and hardware technologies report to my group function. I have additional responsibilities of performing quality check, preparing monthly roster, updating weeklydashboard, and preparing roadmaps for the resources.o I initiated audit of program stats report to improve the quality and service to the client.o Experience in Robotics Process Automation tools like UiPath and Automation Anywhere

Joined ICS as a project lead and worked as an contractor for Verizon India. Manage and coordinate software / application stack and hardware changes between hosting and production support global teams across USA, UK, and multiple locations in India .Monitor client’s front end and back end servers using Site Scope Alert Monitoring tools.As Tactical Response Manager, I ensure that the patching or upgrades to servers requested bythe client are implemented without affecting production. I identify and assign the right resourcesand approve change in stack. During the time of crisis, I am the single point of contact that owns the issue and communicates with all the stake holders.As a part of change management, I work on Incident management by coordinating with Customer Support Relationship team to assign the Priority tickets to the right group, such as Oracle and DB2 teams for database storage issues for multiple clients, Network issues related to load balancer, VPN, and network connectivity issues). Handle escalation and by coordinating with Client Executive, Client Managers, and Service Managers by following process guidelines.

Building a personal relationship with key client staffSuccessful service delivery - SLA achievement and high level of customer satisfactionMonitoring overall performance of servicesGood communication around issues and opportunities – get things done,make things happenPulling in additional resources when needed e.g. specialist teams or people for specific issues / opportunitiesRemoving all obstacles to customer satisfaction and / or financial performanceCommunicating across organisational boundaries – from engineers through to senior managers3rd party management responsibilities Following up if service delivery is not meeting expectationsWorking with the client and operations teams to identify and manage service improvement activitiesAlong with operational managers accountable for and contribute to the overall performance of the managed services division

Multiple Titles:; (client: Symantec, USA)Symantec Antivirus Software Support: Support was provided to diagnose and check whethercustomer’s system is infected with virus or spyware.* Started my career as Customer Support Analyst and got promoted to Level II agent and finally asSubject Matter Expert.* Worked as a frontline support agent handling customer calls, using remote desktop to detect virusinfection and disinfecting the system.* Read support manuals and identified resolutions for critical and complicated issues.* As my role got expanded, I lead team of agents, supported and guided them on the floor.Proton Web Solutions

Life Saving Campaign: An ongoing project that concentrates on raising funds for National KidneyFoundation [NKF]. This is for noble cause. Outbound calls were made to the donor to scout for theirinvaluable support.* Made outbound calls and entered the data in the web portal.