Managing Accenture Operations Business and Client/internal IT teams to effectively and efficiently to meet business technology needs.Serve as SME to support client solutions/ facilitate discussions as appropriate in the IT infrastructure / cloud Contact Centre space. Working with the support teams to review the existing build (network, IP telephony, Cloud infrastructure etc.) and liaise with business process owners and Technology Operations for a consistent, standard architecture for the contracts.Managing the run support model for all IT Infrastructure, networking / voice contracts and cloud migrations/transitions for existing and new deals. Managing Financial RUN budgets – rigor in periodic tracking and reporting of technology budget, variance and cost optimization. Providing regular updates to leadership regarding ongoing incidents (severity 1 or 2) and communicating the progress status effectively. Participating in root cause analysis with internal teams, vendor and client technical teams. knowledge of BCP/DR aspects of cloud platforms and get participating in BCP drills for projects. Maintaining documentations for continuous service improvement and knowledge base of technical resolutions.

• Responsible for end to end management of resolution process for high priority 1 / 2 incidents.• Managing all P1/P2 incident calls without any escalations.• Ensuring effective and rapid response by resolver teams to all Major Incidents.• Effectively provide communication / updates to senior management , IML's , users and other stakeholders regarding the status of the issues on and off the call.• Ensuring that any service breach is suitably recorded and described before it is closed. Also Ensure to escalate potential SLA breached to all stake holders.• Providing timely inputs to problem management team for all the sev1/sev2 handled required by them for their further analysis.• Educating user and ensuring that tickets are correctly prioritize as warants by urgency and impact (Priority validation based on impact and urgency .• Effectively coordinate activities between multiple functional teams to ensure adherence to Service Level Requirements where multiple teams are needed to resolve a single incident in a broader view to provide quality resolution to user and quick turnaround time.• Providing guidance on Incident Management to all functional teams and users.• Managing escalations from the key stakeholders, and expediting resolution process positively for timely resolution of service impacting incidents.• Suggesting process improvements for providing services and implementation of suggestions Responsible for ensuring that Service Levels are met for all major incidents

•Management of Critical (P1) incidents as per incident handling process for EMEA ,India,China ,Philippines and AMERICA region.•Responsible for quick resolution for any Critical outage impacting EMEA ,India, China ,Philippines and AMERICA region.•Responsible for Major incident communication (MIC) for major outages caused due to device owned and managed by DC ISU (non-client end issues) by respective identified POC’s.•Ensuring accurate, detailed and timely communication send to all relevant stakeholders.•Marinating all relevant data pertaining to critical Incidents so will be able to prepare any reports required by Senior Leadership.•Ensure SLA /OLA is met as per priority of incidents and report violated incidents to management and contribute actively towards resolving client end issues.•Involving the relevant teams in trouble-shooting, bringing everybody involved in the resolution process on a common platform and updating the management with regards to the business impact in a timely manner and render all the necessary help in reducing the P1 resolution time. •Suggest improvement ideas to project AMT and other DC-ISU leads based on day-to-day experience gained from handling critical Incidents.•Analysis of P1 & P2 report and creating of Decks that intern is used for Management presentation and as a base to set future targets.•Maintaining P1 daily report with accurate and relevant information which enables locations NS and IT leads to keep track of Critical incidents being logged in their respective facility.•Advising of opening and tracking the ticket with Problem management where P1 incidents (more than 3) are reoccurring and root cause is unknown.•Providing appropriate inputs to the problem management process, RCA preparation.•Participate in Daily Scheduled P1 Review meeting with all the P1 resolver teams and work on the documented action plan or issue tracker which comes out of the meeting.

•Application Support Engineer for CNMS (Centralized Network Management System) project. •Responsible for OSS/BSS applications:-Amdocs:-Cramer (Inventory Management) ,Netxpert:-FMS (Fault Management) & IBM:-BPM (Business Process Management).•Troubleshooting and fixing problems related to above applications and if necessary escalating it to concerned team and ensure quicker resolution.•Be the first interface & single point of contact for all CNMS system & Network users. Detect or receive reports of complaints/ faults or abnormal incidents in the CNMS Applications & Network.•Managed a team of 6 system administrators located in Mumbai for CNMS applications support desk. •Prepared & managed the annual budget for multiple Applications, hardware, software’s, Hosted Services, and infrastructure for Tata communications Ltd. •Ensuring an overall reduction of 15% in the annual budget for Applications, hardware, software, Hosted Services, and infrastructure on year through negotiations with venders/ISPs.•Prepared & sent daily & monthly performance reports to the senior management on time & as per schedule.•Taking care of CNMS Infrastructure network/ servers.•To be responsible for all Change Management activities, to include new business planning, Change Advisory Board (CAB), the production of management information, Request for Changes (RFCs) and a change schedule.•To be responsible for the Configuration Management DataBase (CMDB).•To reduce the impact of change on the business.•Handling NBI (North bound interface) issue on Multiple gateway Servers.

•Configuration & Troubleshooting of Router based VPN tunnels.•Configuration, testing & troubleshooting Of ISDN PRI & BRI.•Configuring wide range of Cisco Routers such as 1700, 1800, 2600, 3800. •Taking care of configuration of all the locations •Configuring wide range of Cisco Switches such as 4500, 3500, 2900.•Documentation of customer database such as IP addresses, passwords, interfaces, network diagram.•Troubleshooting WAN connectivity’s such as Leased Lines, ISDN

•Handling Docket thru VIZNET, Escalating & coordinating local any backbone issues to R-NOCs/ Service-NOC. •Responsible for Maintenance and Commissioning of Internet Leased Line for various customers.• Troubleshooting all Internet Leased Line (ILL), Virtual Private Networks VPN and Radio Frequency Links & ISDN-BRI/PRI.•Resolve issues related to Site Browsing, accessing Remote Servers, Latency / Packet Loss during browsing, link down, link Flapping.•Co-coordinating with other service providers such as MTNL, TTML TPC & the RF (Radio Frequency) Engineers, to check for any inconsistency or break downs in the Channels laid. •Configure Troubleshoot Various Routing Protocol RIP, EIGRP&Static. •Configure & operated on Cisco Routers Series: 800,1700,2600,3200 & 7200.• VLAN troubleshooting using 1900, 2600, 2700, 3500 & 4500 Catalyst Cisco Switches.