• Managed day to day operation of IT Infrastructure, Desktops, applications, hardware, operating systems, Voice, LAN, WAN & client, vendors and contractors that are both onshore and offshore following ITIL best practices. • Perform proactive maintenance on peripheral devices on a recurring schedule to eliminate possible incidents and minimize possible impacts on customers.• Maintained detailed documentation of client communications and problem resolution in ITSM systems.• Managed organization’s IT assets, licenses, EOL (End of Life) cycles & inventory.• Managed vendor community such as IBM, HP for server support and GC (Global connect) for call center support. • Managed SCCM server, on premises Active Directory, Azure Active Directory, file & print server.• Managed digital workforce solutions, Microsoft office 365, outlook, One Drive, Teams, Yammer, Share point. • Identified, diagnosed and resolved Tier One and Tier Two incidents via phone, chat and remote assistance. Determined the source of problems and classified their level, priority and nature. Conducted major problem review when a problem was closed.• Investigated, escalated incidents, tested resolutions, verified user’s community. All incidents are registered in HPSM and Microsoft Service Now ticketing system.• Provided assistance and technical support for the research, planning, evaluations, design, testing, and implementation reviews for upgrades to the existing systems and ensured to follow ITIL processes.• Managed, planned & implemented IT infrastructure services at Airline’s local and outstation offices worldwide.• Installed, supported and administered Windows 2003/2008/2012 & MS Exchange 2013 Servers & Active Directory, TCP/IP using DHCP server, LAN, WAN & wireless, VPN setups.• Implemented server backup & disaster recovery procedures using Arcserve backup software.• Maintain databases to track hardware/software inventory and monitor corporate central ticketing system.

• Closely monitor ATMs, Local Network and Sita link in liaison with respective branch/ area / banks / Vendor's and provide recovery support.• Liaise with external vendors like NCR, IBM, Xerox. For the required support and ensure prompt response in time to minimize the failures.• Liaise with UK Data Center Operations and local sites to ensure a high availability of systems.• Ensure all reports and customer statements/advices are generated in the correct format/order and initiate printing on appropriate stationery in accordance with the checklist.• Ensure physical security of all systems in the computer room round the clock.• Monitor the operation environment at Data Center (Power, temperature physical security and humidity) and ensure sufficient computer stationery is available.• Monitor telecommunication links/equipment for all sites and provide first level support.• Monitor and provide support for Regional Call Center related operations.• Provide statistics and feedback on day to day operations to Shift leader for effective MI reporting.