Pawan Kumar Email & Phone Number

Doha, Qa

Hamad International Airport, Doha, Qatar

Furnished leadership to a team of individual contributors for designing and implementing customer experience tools, processes, and programs of Airport.• Delivered Airport service operations support to internal and external customers as per terms of the customer contract and Service Level Agreements (SLAs)• Served as SPOC for airport and airline customers, and aligned the scheduling of intervention with customer's, internal resolver groups, and the service desk• Ensured that Airport resources were appropriately allocated and that goals, objectives, timelines, & budgets were met in accordance with program & organizational roadmaps• Resolved the problems related to Airport service & infrastructure operations and delivery services, conducted diagnostics and provided service request ownership• Maintaining agreed SLA/SLO for Airport systems on the incident ticket and problem tickets recorded• Act as a single point of contact for phone calls and emails from staff regarding Airport IT issues and queries• Receiving, logging, and managing calls from Airport/Airline staff via telephone and email.• Providing 3rd line and remote support to Airport/Airline users, troubleshooting of Airport IT related problems from in-house software to hardware• Taking ownership of Airline/Airport user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner• To maintain a high degree of customer service for all support queries and adhere to all service management principles.• Provide stats for the weekly Service Desk report on Airport/Airline call trends. • Advance troubleshooting Airline and Collins product platform• To arrange for external technical support where problems cannot be resolved in house

Male' Maldives

Job Responsibilities:-Appointed as IT Manager at Ibrahim Nasir International Airport, Male' Maldives

New Delhi International Airport, India

• System Design, Implementation, Test operational support for CUTE/CUSS/MDS• Leading & training the team to achieve SLA• Airline application upgrades, testing & production migration• Updated CUTE/CUSS/MDS core infra and migrated• Providing Level-3 support for CUTE infra• SLA Processes & Trouble Ticket Handling• Support on all type of end user peripherals (ATB, BTP, DCP, BGR, Integrated Keyboard Laser Jet, etc…)• Providing 3rd line to airline applications, CUTE Infra, troubleshooting of IT related problems• Assist management with scheduling, service protocol improvements, and quality assurance• POC to customers about issue resolution progress, new request and service feedback report• Implemented, configured and migrated many airlines DCS System which are on different protocols like – IP, Legacy-UTS, and ACL.• Played a vital role in Co-ordination & configuration of network design with internal & external service providers (IBM, Avinet, SITA, TATA & Airtel) for desired functional infrastructure.• AEA Pectab Modification for desired Boarding Pass & BagTag alignment of LDCS & DCS airlines.• Performed scenario Test with airlines for functional, Device Test & get signed-off after test.• Configured & managed Data Centres for crucial servers like ( Domain Controller, Web Server cluster, File Server, LDCS Server, MDS-Baglink server,) & application servers like ( Baglink Video server, Monitor server, Remote application server, Antivirus Server, Baglink Monitor Server, Administrator Server, BRS server etc)• SPOC for each Test Cycle like FAT (Factory Acceptance Test), LAT (Laboratory acceptance Test), SAT (SITE Acceptance Test) and ORAT.• Airline DCS communication protocol like (IP, Legacy- UTS, ACL)• AEA/PCP Printing Technology.