Managing enterprise mobile devices using.1. Airwatch2. BES53. Dell CCM4. Intune

• Dealing with priority tickets and tracking outages.• Responsible for initiating bridge calls between respective support teams. • Responsible for End to End incident and service request management.• Sending notifications to end users on Outages/Planned Maintenance/Infrastructure alerts.• Facilitating technical calls for changes (CR) and notifying customers on the same. • Participating in Change advisory/Technical advisory board meetings.• Working on process enhancement.• Dealing with Escalations at the service desk.

• Manage Critical customer impacting Incidents and ensure minimum impact to the Service Desk due to any Critical Incidents.• Ensure that Management & customer are updated regarding the status of the Incidents• Work with Project Team to implement & integrate changes to the infrastructure• Review & Approve Changes• RCA for High Visibility Incidents.• Complaint Handling/Analysis• Voice Outage Management• Network/Infrastructure Outages

• Part of BT Service Desk in GSD Bangalore providing support to 150,000 BT Employees• Service Desk support included but not limited to different Application& Application Servers, Building servers, 6500 plus applications used byBT employees• Analyzing problems and dispatching onsite technicians as required.• To give up-to-date information to people regarding software andhardware changes• To follow Incident Management Process while supporting end users as part of Service Desk and getting maximum FTR and CSAT