Key Deliverables:• Managing Teams of total 16 engineers, supporting IBM AIX & Oracle Solaris Servers.• Managing Incident SLA, OS upgrade & Escalations.• Managing Customer and Vendor, for resource and billings.• Initiated one-click solution of OS patch deployment in DMZ & PCIDSS IP segment servers of bank.• Preparing project plan & driving it pertaining to system upgrades, new server/setup installation.• Initiating discussion with the stake holders for system upgrade or any additional hardware requirement or any changes.• Updating CMDB based on Change, Problem & Service Request processes related to servers.• Preparing inventory every month based on CMDB reconciliation.• Ensuring adherence to Deadlines to complete the proposed changes on all systems and all relevant stakeholders are communicated on timely basis about an ongoing incident or scheduled downtime.• Bridging gap among other Operations, IT & Service Delivery Team• Ensuring defined services are delivered & the policy and procedure adherence. Preparing & Publishing Action Plan for every scheduled activity and assign it to client.• Interaction with stack holders for critical patching & incidents on bridge call.• Preparing & Publishing reports, dashboards and presentation on daily & monthly to higher hierarchy of client.• Attending & Chairing meeting & reviews with client on weekly & monthly basis. Managing roster & leaves of resources & ensuring the adherence of it.• Managing Bank internal & external IT Audits.• Managing incident & request in ticketing tool.• Change & Release management as per ITIL methodology.• Publishing Incident Reports & Root Cause Analysis of the incident.• Coordinating with client spocs for monthly billing and requisite approvals.• Onboarding & Off boarding of resources and reconciliation of timesheets.• Responsible to conducting Yearly appraisals of reportee resources.

Managing Incident SLA & EscalationsHandling a team of 8 peopleEnsuring all relevant stakeholders are updated on timely basis about ongoing incident or scheduled activityEnsuring adherence to SLARepresenting Operations in Bridge callsCrises ManagementEnsuring adherence to priority based impact & urgencyIncident closure after verification from usersManaging roster & leaves of team members & ensuring the adherence of roster by team memberVerifying monthly VPO for the team. Responsible to conducting Yearly appraisals of team members.

Handling customers escalation & floor support.Handling the team on behalf of team leader. Doing internal call audits of process.Handling daily reporting work.Taking care of daily rosters of agents.Monitoring Calls for Inbound & Outbound.Conducting feedback session with agents to know them the areas of improvement.Conducting Quality Induction Sessions for New Joiners.Preparing Quality Reports & Presentation for Weekly & Monthly Reviews.