Handling TN, Kerala and Srilanka

* Architecting IT Infrastructure Solutions and Presales Support for IT Hardware Infrastructure Solutions including Server and Storage Solutions, Virtualization & Consolidation Solutions, System Integration Projects etc., * Responsible for providing presales support for large deals across the country. * Engagement and Liaison with Principal / OEM, ISV / Application vendors & IT Vendors etc., * Conducting and coordinating Demos and Proof of Concept at customer places etc., * Addressing customer’s requirements by keenly understanding their needs, requirements and pain points, studying their infrastructure thoroughly to propose a cost-effective, optimal and feasible solution to resolve their business needs. * Preparing Solution Proposals, Customer Presentations, Solution Architecture Diagrams, Case Studies & Tender Specifications and Bill of Quantity (or Bill of Materials),* Providing Presales Support for Tenders/ Bids, RFP/ RFQs, including, validating and qualifying opportunities, providing solutions, liaising with OEM / Principals, preparing the solution documentation and relevant supporting technical documents.* Constantly engaging with customers through the entire sales cycle,* Focused and Responsible for supporting Oracle Systems LoB business across multiple regions,* Analyzing, Validating and preparing Business Case for any large RFPs across country,* Driving Specialization and Competency Requirements of the Organization for few OEM including Oracle, Symantec and NetApp.* Responsible for Oracle OMM Practice including Deal Registrations and Tracking Deals,* Constantly developing the technical skills of fellow colleagues and Sales Account Managers by refreshing their knowledge and technical skills along with product updates.* Addressing Professional Services Requirements including Oracle Premier Support, Oracle Hardware Implementation / Installation etc.,

* Building and strengthening cordial relationship with the customers,* Addressing the customer’s requirements and/or pain points and coordinating throughout the business cycle to achieve solutions,* Acting as Single Point of Contact between Client and my organization,* Regular Review Meeting with Customer and Team,* Regularly Monitoring SLA Adherence by overseeing the support operations, * Call Analysis and Presenting reports to Customer,* Transition Management and Knowledge Transfer,* Resource Management – Recruitment, Engagement, Deployment and Roster of resources,* Escalation Management – Handling Customer Grievance and escalations related to service operations, resolving them and putting measures in place.

* Primary Responsible for Service Support of IT Infrastructure Services,* ITIL Process Compliance, Policy Compliance and SLA Adherence,* Incident Management – Incident Handling, Post Outage Reports and RCA Analysis,* Service Request Management – Monitoring, Assigning and Reviewing of SR Tickets,* Change Management – Raising and Closing Change Requests,* Team Management – Managed a team of 11 support professionals across 3 Facilities,* Configuration Management – Asset Auditing, Documenting, Management,* Data Centre – Regularly monitoring and reviewing Data Centre operations,* Notifications – Preparation of notifications for planned & unplanned downtime of IT Resources,* Planning and Execution of Monthly Maintenance Window,* Planning, Execution, Monitoring, Reviewing and Closure of Activities and Tasks,* Hosting Weekly Team Meeting for Operations Review and attending Regional Review Meeting, * Preparing and Presenting various analysis reports periodically, as per report generation matrix, * Providing L2 Support for Wintel Servers on Hardware and System related issues,* Providing support and working towards closure of unresolved or critical issues raised by team,* Escalation Process Management,* Asset IMAC Process,* Vendor Coordination.

* Team Management - Managed a team of 8 Engineers and 1 Helpdesk across 2 Facilities,* Compliance of Aricent’s IT Process and Policies,* Constantly monitoring and reviewing Service Level Agreement(SLA) adherence,* Attending Monthly Review Meet thro’ Video Conference and presenting Analysis Report,* Planning, Execution and Closure of Activities and Tasks,* Monitoring and Reviewing of Tickets through IT Helpdesk Tool,* Software License Tracking, Auditing and reporting,* Escalation Process Management,* End-User’s data backup process for Long Term Onsite and Long Leave users,* Downloading required software & data for users and documenting the same,* Providing L1 / L2 Support for Top Management Support for Senior Management Members,* Supporting escalated calls for unresolved and/or critical issues,* Vendor Coordination.

Onsite FM Engineer