Vikram Agawane Email & Phone Number

Bangalore

LSEG - London Stock Exchange Group acquired Refinitiv (ex-F&R - Financial and Risk)

Bangalore Urban, Karnataka, India

Bangalore

• Act as the point of contact and escalation for supportgroups and internal businesses during recovery of major incidents. • Assess impact and progress during major incidents toensure escalation is timely and appropriate.• Enter incident details in the incident management tool ina timely manner with accurate information.• Enter incident details in the incident management tool ina timely manner with accurate information• Drive governance around incident… Show more • Act as the point of contact and escalation for supportgroups and internal businesses during recovery of major incidents. • Assess impact and progress during major incidents toensure escalation is timely and appropriate.• Enter incident details in the incident management tool ina timely manner with accurate information.• Enter incident details in the incident management tool ina timely manner with accurate information• Drive governance around incident management, for example,ensure an incident ticket is opened, escalated, updated, and closed accordingly.• Gather information and facilitate the decision makingprocess of granting approval for immediate change requests to systems with input from the appropriate teams, understanding the potential impact to production systems prior to approval.• Contribute to evolving and maturing the incidentmanagement process so it integrates with other processes (problem and changemanagement) and tools.• Participate in incident management technology evaluationsand decisions, and manages the day-to-day use of incident management tools.• Once Incidents are closed, write Problem cases forthose Major / qualifying Incidents to be reviewed with relevant stakeholdersand IT Support / Teams.• Ensure all Problem Management cases are reviewed forAggravating Factors and Root Cause Analysis and thus managed within the defined SLAs. Show less

Bangalore

Administration of Global Real Time Service Desk (GRTSD) Team. Managed the day to day Operations of a Team of 9 Engineers.

Bangalore

• Risk and impact analysis, root cause and trigger investigation, risk of reoccurrence assessment for incidents• Level 2 support on to all systems within the infrastructure which support various services.• Planning, participating and driving various incidents’ mock drill call for any new services.• Supporting different delivery models like VPN, satellite and lease line connection, maintaining server farms for hosted environment and manage services.• Creating knowledge articles… Show more • Risk and impact analysis, root cause and trigger investigation, risk of reoccurrence assessment for incidents• Level 2 support on to all systems within the infrastructure which support various services.• Planning, participating and driving various incidents’ mock drill call for any new services.• Supporting different delivery models like VPN, satellite and lease line connection, maintaining server farms for hosted environment and manage services.• Creating knowledge articles, work instructions and responsible for production and DR real time operations share point management.. Monitoring and Maintenance of Thomson Reuters Servers and Data Centers Globally. Also, ensure Real Time Data is up to date and accurate for TR Clients in Global Real Time Service Desk (GRTSD) Team Show less

Bangalore

Monitored Servers globally and provided Support for ex-Reuters Applications. Also, managed servers located in various PoP Sites across the globe (Global PoP Desk)

Bangalore

• Expertise on managing HP Blade servers, Rackmount servers, CISCO switches 6500 4948 series, Extreme switches. • Management of servers using HP Virtual Connect, HP system tools.• Performing planned and break fix changes on servers (real-time and other Application based servers).• Understanding and troubleshooting Application based servers• Good hold on concepts of TCP/IP, DHCP, DNS, and Cloud.• Perform weekly back up, creating jobs, running scheduled jobs, and if required… Show more • Expertise on managing HP Blade servers, Rackmount servers, CISCO switches 6500 4948 series, Extreme switches. • Management of servers using HP Virtual Connect, HP system tools.• Performing planned and break fix changes on servers (real-time and other Application based servers).• Understanding and troubleshooting Application based servers• Good hold on concepts of TCP/IP, DHCP, DNS, and Cloud.• Perform weekly back up, creating jobs, running scheduled jobs, and if required complete rebuild/reorg for data/service recovery.• Ensuring that timely & accurate communication is sent to internal stakeholders and clients and escalating to more senior staff as incidents warrant; acting as the escalation point for clients.• Negotiating workarounds and alternatives, gaining approval from all stakeholders as necessary.• Facilitating interactions as necessary and working toward reasonable solutions in order to meet client expectations and contractual commitments.• Ensuring that incident documentation is accurate, complete and timely.• Creating and executing OAT Scripts (Operation Acceptance Testing) and UAT Scripts (User-Acceptance Testing) for software and patch releases.• Maintained DR environment with 99% data quality and performed various SSFT successfully.Monitored and Maintained Servers, Network Devices, Applications, Data Center (GSOC) Show less

Bangalore

• Monitoring and Troubleshooting Alarms on Windows Servers, Network Traffic, Network Performance, Cisco Switches and Routers. Also, Monitored and provided 1st level support to Thomson Reuters WAN Network globally and LAN Network via TIVOLI monitoring Tool.• Maintaining the documents required for troubleshooting, emergency procedures and performing scheduled checks to ensure all devices are operating correctly and optimally.• Managed Thomson Reuters DVB POP Sites across the globe by… Show more • Monitoring and Troubleshooting Alarms on Windows Servers, Network Traffic, Network Performance, Cisco Switches and Routers. Also, Monitored and provided 1st level support to Thomson Reuters WAN Network globally and LAN Network via TIVOLI monitoring Tool.• Maintaining the documents required for troubleshooting, emergency procedures and performing scheduled checks to ensure all devices are operating correctly and optimally.• Managed Thomson Reuters DVB POP Sites across the globe by Configuring, Installing and Analyzing logs on Satellite Dishes and Receivers.• Performing change activities which involved installing PCN patches, McAfee, application upgrade on servers, enrolling servers in PTME, performing checks on network devices.• Used Tivoli GEV, Netcool, formulae for monitoring; TPM, Service Manager, Siebel and Remedy as ticketing tools.• Mentoring & Training new hires, Subject Matter Expert, Preparing work instructions and maintaining knowledge base. • Monitor, manage and provide 1st Level support like Health checks/Service checks, monitoring of servers/switches/HP chassis on GEV and internal tools, referring and if needed modifying Ops manual, event dictionary and run book for each component. • Participating in Operational Acceptance Testing (OAT) to meet operational needs before SOU.• Liaising with data centre ops, smart hands, exchange, content team and vendors for service issue.• Raising and owning any incident also following on issues like capacity constraint, packet loss, latency, and data inconsistency.• Work to continuously improve the performance of physical and virtual infrastructure.• Maintaining Collection (Line handlers, News processing servers), Distribution and MTC environment. • Running calls with different teams/vendors to resolve issues pertaining to external firewalls, port configuration and vendor’s routed data. Show less

Bangalore

• Was part of the pilot project and was responsible for setting up operations in Bangalore office by setting up workstations, installing software, configuring phones, applications, training staff & preparing help files.• Provided 1st level support to OS Software and MS Office issues for Unisys employees across the globe and also to external clients.• Product technical support provided for Unisys Applications like Webex, Clarity, Timex and MS Office. Also, provided technical support for… Show more • Was part of the pilot project and was responsible for setting up operations in Bangalore office by setting up workstations, installing software, configuring phones, applications, training staff & preparing help files.• Provided 1st level support to OS Software and MS Office issues for Unisys employees across the globe and also to external clients.• Product technical support provided for Unisys Applications like Webex, Clarity, Timex and MS Office. Also, provided technical support for Client - ST Microelectronics, USA.• Handled escalation calls, Level 2 escalations & Mailbox Monitoring. Show less

Bangalore

Software Testing Trainee from Aug to Sept 2004. Testing Engineer from Oct to Dec 2004 (Handled one project for GE)

Bangalore

• Was a Quality Analyst/Coach i.e., analyzing calls using standard defined template and rating each call.• Presented report to Higher Management on Staff Performance.

Bangalore

• Provided technical support to the Customers of Khoday’s clients (Tiscali ISP, UK) through phone and on forums (www.tiscali.co.uk/forums) and products were Dial up and Broadband internet connections.• Managing customer centric operations & ensuring customer satisfaction by achieving delivery & service quality norms. • Attending to clients concerns & complaints from Technical, Account and Service Managers and undertaking steps to effectively resolve them. Also, providing voice and… Show more • Provided technical support to the Customers of Khoday’s clients (Tiscali ISP, UK) through phone and on forums (www.tiscali.co.uk/forums) and products were Dial up and Broadband internet connections.• Managing customer centric operations & ensuring customer satisfaction by achieving delivery & service quality norms. • Attending to clients concerns & complaints from Technical, Account and Service Managers and undertaking steps to effectively resolve them. Also, providing voice and remote support to them.• Understanding major clients internal infrastructure and suggest efficient ways of data delivery.• Developed relationship management skills with the ability to relate to people at any level of management.• Support to ensure network functioning at an optimal rate and to test the circuits for faults. Show less

Puc, Science, First Class

Activities and Societies: Attended MATH OLYMPIAD Studied these subjects - MATH, PHYSICS, CHEMISTRY and BIOLOGY

Bachelor Of Engineering - Be, Computer Science, First Class