In the role of a Regional Operational Expert for The Desktop and Print Team, provide regional governance for DBs outsourced vendors as well as manage 3rd Level Support, Incident, Problem, and Outage management, and Monitoring Operations for the End User Technology platforms - Desktop OS, Remote Desktop, Remote Access, Thin Client and Terminal Server Platforms (collectively “the Platforms”)Vendor Management•Driving knowledge improvement for Tier 1 and Tier 2 Service Desk, and… Show more In the role of a Regional Operational Expert for The Desktop and Print Team, provide regional governance for DBs outsourced vendors as well as manage 3rd Level Support, Incident, Problem, and Outage management, and Monitoring Operations for the End User Technology platforms - Desktop OS, Remote Desktop, Remote Access, Thin Client and Terminal Server Platforms (collectively “the Platforms”)Vendor Management•Driving knowledge improvement for Tier 1 and Tier 2 Service Desk, and engagement with vendors (including those providing managed or hosted services that deliver desktop or printing environments) and engineering teams for unresolved incidents. This includes coaching vendors, driving knowledge improvement and correct call assignment between incident resolver groups.•Support vendor team in communication with other Technology Resolve Groups who support associated infrastructure related to the Platforms (Global VHS, Citrix Support, Firewall Support, Network Operations, DNS Admin, Global Wintel, Windows Platform Engineering).•Manage the vendor team’s engagement into engineering teams for incidents that cannot be resolved.•Drive the vendor’s problem management function (reducing incidents for known issues, reoccurring problems).•Disaster Recovery event coordination, outage management and problem resolution for the Platforms.•Own and manage production environment for the Platforms and associated products, and drive the service improvement plans, incident reduction through problem management, definition of communications and release plans and the engagement with 3rd party vendors.Production Owner – Desktop OS•Drive Service Improvement Plan and knowledge creation, define standardized release plans, approve changes progressing through the Engineering and Production Release Gates Process, and related user communications.•Define required Disaster Recovery plans, and production user communications.•Own the Production Strategy for Desktop OS. Show less

•Spearheading a team of 5 Systems Administrator & 12 technicians•Extensively working on “Server Infrastructure Management”, being a key core team member of Server Consolidation & Virtualization project•Designing, implementing & managing the Citrix XenApp solutions across PAN INDIA•Actively involved in assessing features the Citrix XenApp 7.5 & Citrix XenDesktop 7.0 solutions•Managing VMWare VDI 5.3 solution & Hypervisor 5.1•Instrumental & Actively participated in… Show more •Spearheading a team of 5 Systems Administrator & 12 technicians•Extensively working on “Server Infrastructure Management”, being a key core team member of Server Consolidation & Virtualization project•Designing, implementing & managing the Citrix XenApp solutions across PAN INDIA•Actively involved in assessing features the Citrix XenApp 7.5 & Citrix XenDesktop 7.0 solutions•Managing VMWare VDI 5.3 solution & Hypervisor 5.1•Instrumental & Actively participated in transitioning In house Hosted model mailing solution to Cloud based mailing solution•Instrumental in assessing risks & customizing the cloud based solution BPO environment•Planning/Implementing DR Plan & IT Redundancy Test for Servers/Backup with proper documentation•Deployment, Administrating & Troubleshooting of Windows based network and Group policies•Designing Backup strategy for System/Server, ensuring schedule/unscheduled backup as per the policy•Management of IT Security applications (Security patches/Antivirus/Content Filtering Management) for Servers and Desktop•Managing security Auditing of Servers by using MBSA, Big Fix & Vulnerability assessment (Nessus) to close the vulnerabilities & Health check gap closure•Planning/Execution of change management & reporting severity incident with RCA for servers•Collaborating with the core team on architecture, design, and technology of Server Virtualization•Focus on scalability/Manageability/Automation & Documentation•Categorizing team members, as per technical abilities, and identifying training needs to boost the overall team production•Interaction & collaboration with Project Teams to implement the required/approved changes to infra•Preparing site readiness for Internal/External Audits [KCO, ISO27001, TPISA, PMR, SAS70, Compliance Audits] Show less

• Spearheaded a team of 16 Engineers across 2 locations, Mumbai & Chennai• Overseeing the IT operation & overall manageability of IT Infrastructure, ensure process adherence & SLA committed to process in delivery consistently• Deployment, Administrating & Troubleshooting of Windows based network and Group policies• Designing Backup strategy for Server, ensuring schedule/unscheduled backup as per the policy• Managing Cisco Routers, PIX Firewall, Cisco/Nortel Layer 2/3 switches &… Show more • Spearheaded a team of 16 Engineers across 2 locations, Mumbai & Chennai• Overseeing the IT operation & overall manageability of IT Infrastructure, ensure process adherence & SLA committed to process in delivery consistently• Deployment, Administrating & Troubleshooting of Windows based network and Group policies• Designing Backup strategy for Server, ensuring schedule/unscheduled backup as per the policy• Managing Cisco Routers, PIX Firewall, Cisco/Nortel Layer 2/3 switches & Trend Micro Inters can Virus wall for Mail server• Coordinate various ISP's globally for the fulfillment of bandwidth needs at different parts of the world, In-teract effectively with various vendors for sourcing products and solutions• Oversaw shift/team supervision, quality calibrations for team members, and creation of process specific reports for the team• Generated MIS reports of the various client SLA parameters Show less

• Deployment, Administrating & Troubleshooting of Windows based network & Group policies• Designing Backup strategy for Servers, ensuring schedule/unscheduled backup as per the policy• Managing Cisco Routers, PIX Firewall, Cisco/Nortel layer2/3 Switches• Troubleshoot Network and system problems to improve the performance.• User Add/Delete Control, Policy Implementation, Report write for summaries of daily process• Reported the daily, weekly, and monthly matrixes of the team… Show more • Deployment, Administrating & Troubleshooting of Windows based network & Group policies• Designing Backup strategy for Servers, ensuring schedule/unscheduled backup as per the policy• Managing Cisco Routers, PIX Firewall, Cisco/Nortel layer2/3 Switches• Troubleshoot Network and system problems to improve the performance.• User Add/Delete Control, Policy Implementation, Report write for summaries of daily process• Reported the daily, weekly, and monthly matrixes of the team members, to the Service Delivery Manager Show less