• Oversaw daily operations of a 20-person IT team, ensuring timely support and maintenance for over 5,000 end-users.• Contributed to a company-wide initiative to standardize IT processes, leading to a 15% reduction in redundant workflows.• Analysed and reported on network trends, driving decision-making for future network expansion projects.• Managed and resolved over 1,000 IT incidents, consistently meeting SLA requirements.• Facilitated cross-departmental collaboration that improved overall service delivery compliance by 20%.• Played a key role in the integration of a new ITIL-based service management tool, leading to a more cohesive tracking system for issues.• Conducted quarterly problem management reviews, pinpointing recurring issues and initiating strategies to reduce their occurrence by 30%.• Executed a major incident management strategy that reduced system recovery time by 40% in high-pressure scenarios.• Authored comprehensive training modules for junior staff, resulting in a 20% increase in team efficiency and knowledge retention.• Collaborated with cross-functional teams to streamline change management processes, cutting down implementation time by 15%.• Implemented a predictive analytics system that identified potential network failures, decreasing downtime incidents by 25% year-over-year.• Developed efficient problem resolution procedures, reducing average resolution time by 35%.

• Led a team of 40+ to manage network operations across network domain, ensuring 99.98% system uptime.• Managing network activities like link failover testing, device failover testing, backup restoration drill, OS upgrade, end of support hardware replacement, link delivery, device vulnerability mitigation.• Managed the successful deployment of network infrastructure upgrades that increased network capacity by 40%, enhancing user experience.• Network operations daily, weekly, and monthly MIS review.• IPAM management, link bandwidth management, port and SFP management at DC, DR, and mission critical site.• Developing and sustaining excellent customer relationship through deep engagement and delivering continuous value by meeting customer expectations.• Ensuring that service delivery takes place based on the Service level agreements.• Provide process consultation to the onsite and remote teams.• Ensure that quality is used as a tool to improve customer satisfaction and enhance service delivery.• Help other Team members by way of assisting them and solving challenging problems, sharing knowledge, adhering to quality process, and ensuring team objectives are met.• Responsible for generating analysis report and other such documents that establish and enhance relationship with client.• Ensure CSAT is conducted at agreed intervals.• Monitor, measure report and review on process KPIs and SLAs against CSAT, Complaint and appreciation targets on a periodic basis with customer.• Exception reports for SLA/KPI, CSAT and complaint deviation.• Maintenance the latest SOQ/SLAs/Contract documents along with the terms and conditions.• Ensure review of contracts at least annually against Business Needs, targets, and agreements.• Account Financials Aspects on agrees report sign-off.• Manage & drive Project related activities supporting to BAU Operation.

• People and technical management of network team comprising of 12 members.• Proactive monitoring of multiple events, analyses and escalate critical event to investigate, resolve and to implement changes to avert further risk without affecting business.• Reviewed, investigated, and resolved escalated network issues as per defined SLA and OLA for vast enterprise network of more then 100+ clients in Managed Services Environment through Global Delivery Center located in Bangalore and Pune.• Working in 24*7 Network Operations Team comprising of 6 different technological towers like Networking Integration, Security.• Follow up on network downtimes with field technicians across various international ISP vendors like AT&T, Verizon, Century Link, Windstream, Cox, Frontier.• Performed root cause analysis, collected data, and submitted timely reports. Maintained optimal equipment operations, system performance and data availability by proactively maintaining uptime of network services.• Resolved issues and escalated problems with knowledgeable support and quality service to client and training new junior members in team.• Assessed change, incident, service request and events priority based upon impact to business and escalated issues as necessary using Platform tool Service Now which is aligned as per ITIL framework.• Understanding the routing protocols like RIP, EIGRP, OSPF, BGP etc.• Rapid health check-up of cisco and juniper devices of multiple clients to reduce the cause of risk and escalate further before the issue becomes critical.• Monitoring bandwidth utilization and upgrade.• Worked on changes for DNS addition, removal, CName creation and update (Infoblox).• Analyze network data to determine usage and server function.• Working knowledge on topics like RIP, EIGRP, OSPF, BGP, MPLS, IPSEC, Tunnels, IPV6 etc.

• Worked on service request and tasks related to Active Directory, Exchange server, Exchange Admin Centre, and Lync Server.• Basic troubleshooting of Microsoft products and desktop related queries.• Installation / Uninstallation of software and applications.• Access provisioning of client required applications.• Creation, deletion and updating user account in active directory.• Worked on distribution list, shared drive, shared mailbox including creation, deletion, and access provisioning.• Assisted manager with ageing tickets, training new folks and automation of process.• Floor support to colleagues whenever needed.• Worked on KB articles and process documentation.• Worked with small project in setting up users in a particular domain.

• IT Operations Associate with over 1.2 year’s expertise in IT Enterprise Event Monitoring and Incident Management.• Experience in incident, change, problem management process.• Troubleshooting network issue through Cisco Meraki tool• Troubleshooting L1.5 issues related to WAN, LAN, VPN, Bandwidth utilization• Worked on ServiceNow Integration through Splunk• Prioritize the incidents based on impact and urgency to the clients and owning theincident throughout the lifecycle.• SLA report generation from ticketing tools like ServiceNow.• Executing Rundeck/PowerShell script to stop/start the services to fix the issues.• Handled High profile clients such as Anglo American and DeBeers, Intertek, CincinittiBell, Customer Works and PoUK.• Skilled to operate in a shared services operating model.• Good proven knowledge of IT infrastructure environments including hardware, applications, servers, and networks.• Worked on Tools like Remedy, ServiceNow, Splunk, SolarWinds, CA Spectrum 9, Spectrum10, MoogSoft and Nimbus Infrastructure.• Co-ordinating with Global Cloud Operations team to Fix Major WAN issues• Problem ticket creation for noisy devices to track incidents and analysis.• Log, verify and update incidents, service requests using the Service Now tool.• Provide initial assessment of categorization and prioritization for reported incidents and service requests.• Initiating Bridge call for the critical Incidents• Act as a focal point of contact in Incident Management process amongst Clients, End Users, Service desk, SDM and Technical Domains.• Work with the Technical Domains and Operations team to get the incidents resolved within SLA.• End to End follow up of the incidents raised and provide regular updates on the open incidents.• Extraction of daily, weekly, and customized reports as per the client’s needs for analysing the status of the open incidents and service request.

Windows server patching.