Service Delivery, Incident, Problem and Change management, Release planning, Reporting, Vendor and Stakeholder Interactions, Team Leadership, Resource Management.

Service Desk Team Lead for client - Price Waterhouse CoopersOperational responsibilities: Managing Stakeholder interactions, Weekly leadership strategy and operations review, KPI and SLA management, Bi-weekly calibrations, Manager On call support, Team managementTechnical duties: Infrastructure support (Active Directory, Exchange Management console, SQL, SharePoint, Emobility) Incident management, Service Request management, Procurement and Application product support for their… Show more Service Desk Team Lead for client - Price Waterhouse CoopersOperational responsibilities: Managing Stakeholder interactions, Weekly leadership strategy and operations review, KPI and SLA management, Bi-weekly calibrations, Manager On call support, Team managementTechnical duties: Infrastructure support (Active Directory, Exchange Management console, SQL, SharePoint, Emobility) Incident management, Service Request management, Procurement and Application product support for their premium apps. via call, chat and emailsLeading team of 12 resources across multiple locations. Show less

Team Manager for Application support team, interacting with stakeholders and their global users on application/product related issues.Incident Management, Service Desk, Account management, Team management, Transitioning from pilot to production, L1&L2 support, Knowledge management

Senior Associate L2 handling team management and day to day L1&L2 support for internal application (Compliance management reporting system), collaborating with L3 Team, Business Analysts and Infrastructure Team in 24*7 environments.● Handling band mix of Junior associates to Senior associates ● Advisory and consulting to the management ● L1&L2 support to end users and liaising between software developers and other teams● Application monitoring via internal tools, SQL server… Show more Senior Associate L2 handling team management and day to day L1&L2 support for internal application (Compliance management reporting system), collaborating with L3 Team, Business Analysts and Infrastructure Team in 24*7 environments.● Handling band mix of Junior associates to Senior associates ● Advisory and consulting to the management ● L1&L2 support to end users and liaising between software developers and other teams● Application monitoring via internal tools, SQL server 2012 and Microsoft BizTalk server 2013● Analysis on application issues pertaining P1, P2 and Defects● Creation of “Step of deployments” (SOD) for deployment upon business need● Work simultaneously with Infrastructure and L3 team on deployment of Releases and Patches● Application Sanity on Prod and UAT servers● User Management, tracking incidents, service requests, problem and change requests● Client interaction on weekly basis reporting workflow, P1 issues and Defects Show less

IT operations management, customer satisfaction, retention, shift left and enhancing system functionality for a leading real estate company of the US named Tishman Speyer.● Responsible for 15 members of the team handling more than 30 client applications including Active Directory, Exchange Management Console, SCCM 2012 R2, SharePoint, MDM and BES servers managing 3000+ users across the globe● Managing Operations of Service Desk team● Responsible for keeping a check on SOW… Show more IT operations management, customer satisfaction, retention, shift left and enhancing system functionality for a leading real estate company of the US named Tishman Speyer.● Responsible for 15 members of the team handling more than 30 client applications including Active Directory, Exchange Management Console, SCCM 2012 R2, SharePoint, MDM and BES servers managing 3000+ users across the globe● Managing Operations of Service Desk team● Responsible for keeping a check on SOW, Change Order, ISO Audits, BCP testing and monitored Service Level Agreements including Csat, ASA, RAL1 and Call Quality● Facilitated stakeholder meetings, weekly team meetings, individual consulting on monthly one-o-one, quarterly performance evaluation with client and team to motivate and foster cohesive work environment● Driven several LEAN projects to add value to the customer and company Show less

Infrastructure Services:--------------------------● Windows and Office Support● SERVICE NOW Administration● SharePoint Support● Active Directory● MS Exchange ● MS SCCM● Application Support● MDM (Platform: Mobile Iron, AirWatch, XenMobile, MaaS360)● Compliance Audit (AD Audit for Computer and user; Internal Audits)Procurement and activation services:-----------------------------------------● IT Software and Hardware procurement●… Show more Infrastructure Services:--------------------------● Windows and Office Support● SERVICE NOW Administration● SharePoint Support● Active Directory● MS Exchange ● MS SCCM● Application Support● MDM (Platform: Mobile Iron, AirWatch, XenMobile, MaaS360)● Compliance Audit (AD Audit for Computer and user; Internal Audits)Procurement and activation services:-----------------------------------------● IT Software and Hardware procurement● Mobile Device ordering and warranty Management● Activation of software’s like: Adobe, Android, Blackberry, IOS Devices…Process coach responsibilities:----------------------------------● Quality checks to meet the SLA’s● New hires integration to "License to operate"● Call Calibration sessions with the team and manager● Knowledge management● Ensure that the Feedback mechanism is in place and followed Show less