• Responsible for:o Managing Client Relationships. o Resolving customer escalated problems with Service Support Management/Delivery Organisation as requiredo Ensuring compliance to SLAs (KPIs & OLAs) agreed with the customero Delivering service management representation for MIs and Sev 1 incidents as requiredo Increasing efficiency, reducing project expenses as well as utilisation of involved delivery centre organization• Identifying ways to reduce cost of service delivery and improve service• Serving as single point of contact and advocate between Service Delivery Organisation and IBM Management.• Handling activities related to establishment, quality, compliance & improvement of delivery processes and development of best-practices & delivery models

o Resolving customer escalated problems with Service Support Management/Delivery Organization as requiredo Ensuring compliance to SLAs (KPIs & OLAs) agreed with the customero Delivering service management representation for MIs and Sev 1 incidents as requiredo Increasing efficiency, reducing project expenses as well as utilization of involved delivery centre organization• Identifying ways to reduce cost of service delivery and improve service• Participating in 24/7 on-call duties• Serving as single point of contact and advocate between Service Delivery & DPE/PE• Handling activities related to:o Establishment, quality, compliance & improvement of delivery processes and development of best-practices & delivery modelso Problem & change, compliance, contingency and release management• Spearheading customer teams from different locations

• Served as:o A core part of Windows Security Team for providing technical support to European Clients of IBMo SPOC for clients with regard to Harmful Code Detection• Accountable for using ticketing tools like Manage Now & Remedy for successful & timely closure of all tickets• Monitored security on servers and ensured compliance with security policies as implemented in IBM & client’s organisations• Conducted:o Security health checks on the servers including manual & using automated tool "Tivoli Security Compliance Manager"o System testing and installed security updates for Windows manually & using tools (like WSUS & Patch Link)• Handled activities related to:o APAR management as SPOC for clients involving APAR installation, health checking & remediation on OS and middleware (like Oracle, DB2, SQL & IIS)o Task automation using scriptso Installation & troubleshooting of TSCM (Tivoli Security Compliance Manager)

Role:• Delivered application support to internal customers on ERP package from Microsoft Dynamics AX (Axapta)• Handled activities related to:o Configuration of LAN and Active Directory Services (ADS) including user creation, management & deletiono Maintenance of network, desktops & printers