1. I ensure the uninterrupted delivery of services in a complex and expansive operational environment. 2. As an Operations Manager, my responsibilities encompass the oversight of governance, operational processes, and service support functions.3. This includes the management of critical service components such as the IT service desk, desktop support, and VIP support.4. In my role, I meticulously manage incident, change, and escalation processes to maximize performance and service… Show more 1. I ensure the uninterrupted delivery of services in a complex and expansive operational environment. 2. As an Operations Manager, my responsibilities encompass the oversight of governance, operational processes, and service support functions.3. This includes the management of critical service components such as the IT service desk, desktop support, and VIP support.4. In my role, I meticulously manage incident, change, and escalation processes to maximize performance and service reliability.5. Regular client engagement is integral to my responsibilities, as I routinely liaise with clients for technical operations coordination.6. To maintain operational efficiency, I conduct daily client calls, facilitating discussions on activities, task updates, and comprehensive ticket reviews. 7. My day-to-day duties also include the diligent review of daily tickets in collaboration with engineering teams, swift issue resolution, and the timely sharing of monthly Management Information System (MIS) readiness reports with clients.8. Drawing from my extensive experience, I adeptly oversee third-party services, employing trend analysis and strategic initiatives to reduce on-call support dependencies. 9. I take charge of critical incidents, efficiently coordinating resolutions with relevant stakeholders, and ensure transparent and effective communication with both customers and stakeholders throughout the incident lifecycle.10. Nurturing collaborative relationships within my team is a priority, and I maintain up-to-date knowledge of Standard Operating Procedures (SOPs). 11. I actively set and enforce software, hardware, and security standards to drive continuous team improvement.12. Additionally, I utilize SCCM to deploy patches, create or upgrade application packages, and extract crucial software and licensing data to maintain system integrity. Show less

1. I prioritize customer satisfaction and ensure continuous service delivery without interruptions.2. I possess robust project management skills, allowing me to effectively manage multiple projects concurrently.3. In my role as SDM (Service Delivery Manager), I have consistently upheld cost-effective service delivery and support processes.4. I oversee various facets of service, including Project Management (PM), Root Cause Analysis (RC), Desktop Support, IT Service Desk, and VIP… Show more 1. I prioritize customer satisfaction and ensure continuous service delivery without interruptions.2. I possess robust project management skills, allowing me to effectively manage multiple projects concurrently.3. In my role as SDM (Service Delivery Manager), I have consistently upheld cost-effective service delivery and support processes.4. I oversee various facets of service, including Project Management (PM), Root Cause Analysis (RC), Desktop Support, IT Service Desk, and VIP Support, to optimize service quality.5. I generate precise reports detailing operations, Management Information System (MIS) data, performance metrics, budget management, and process optimization.6. My responsibilities involve in-depth analysis of third-party support services and active involvement in staff recruitment.7. I assume responsibility for critical incidents, coordinating resolutions and facilitating communication among stakeholders.8. I foster strong team relationships, establish standards for desktop improvement, and collaborate effectively with technical teams.9. My experience encompasses managing third-party services, and I am proficient in leading both physical and virtual teams.10. I am adept at operating efficiently in diverse, large-scale operational environments. Show less

1. Provided support to 3000 end users spanning 80+ locations, overseeing a team of 32 engineers.2. Managed a substantial load of 1800+ monthly tickets and more than 45 calls.3. Ensured adherence to Service Level Agreements (SLAs) for the Service Desk.4. Effectively handled escalations received through both phone and email channels.5. Conducted routine daily and weekly client reviews, and prepared comprehensive monthly Management Information System (MIS) reports.6… Show more 1. Provided support to 3000 end users spanning 80+ locations, overseeing a team of 32 engineers.2. Managed a substantial load of 1800+ monthly tickets and more than 45 calls.3. Ensured adherence to Service Level Agreements (SLAs) for the Service Desk.4. Effectively handled escalations received through both phone and email channels.5. Conducted routine daily and weekly client reviews, and prepared comprehensive monthly Management Information System (MIS) reports.6. Facilitated the creation of Minutes of Meeting (MOM) documents for client review meetings.7. Delivered technical assistance to L1 engineers, covering both technical aspects and process-related guidance.8. Developed Standard Operating Procedures (SOPs) and Knowledge and Experience Databases (KEDBs), reinforcing adherence and knowledge sharing among L1 engineers.9. Coordinated weekly interactions with vendors, facilitating effective collaboration and management of third-party services. Show less

1. VR InfoTech provides IT sales, services, and Manpower PAN India.2. We have 150+ freelance engineers across Maharashtra.3. Engaged in various projects (e.g., Atos UPS, IDBI OS migration, BLUE DART EXPRESS System replacement, HDB RAM upgrade, Starbucks firmware upgrades, Wipro asset tagging).4. Additionally, we handle New Infra Setup, break fix calls, Man day support, and other IT services.5. Strong communication and interpersonal skills for collaboration with cross functional… Show more 1. VR InfoTech provides IT sales, services, and Manpower PAN India.2. We have 150+ freelance engineers across Maharashtra.3. Engaged in various projects (e.g., Atos UPS, IDBI OS migration, BLUE DART EXPRESS System replacement, HDB RAM upgrade, Starbucks firmware upgrades, Wipro asset tagging).4. Additionally, we handle New Infra Setup, break fix calls, Man day support, and other IT services.5. Strong communication and interpersonal skills for collaboration with cross functional teams and stakeholders. Show less

1. Supporting 8000+ users 24/7 with a team of 6 CC, 3 NCC coordinators, 7 TL, and 110 (L1 and L2) engineers across 67 locations.2. Managing 1800+ monthly tickets and 100+ on-call requests.3. Regular morning calls with customer PD, DCR, and PD Master.4. Conducting weekly Ops Review meetings, managing vendors, IT asset disposal, and monthly SM data preparation.5. Weekly reviews with zone-wise teams and vendors for Breakdown Calls.6. Developing and maintaining process flow and… Show more 1. Supporting 8000+ users 24/7 with a team of 6 CC, 3 NCC coordinators, 7 TL, and 110 (L1 and L2) engineers across 67 locations.2. Managing 1800+ monthly tickets and 100+ on-call requests.3. Regular morning calls with customer PD, DCR, and PD Master.4. Conducting weekly Ops Review meetings, managing vendors, IT asset disposal, and monthly SM data preparation.5. Weekly reviews with zone-wise teams and vendors for Breakdown Calls.6. Developing and maintaining process flow and SOPs for desktop support teams to meet SLAs.7. Tracking and analyzing major incidents, conducting RCA, and sharing findings with customers. Show less

1. Supports 6000+ users 24/7 with a rotating team of 25 engineers.2. Manages shift rosters for Desktop and Data Center Engineers for top-quality service.3. Conducts regular team reviews to identify and address gaps.4. Escalates and creates SOPs for complex issues, enhancing team efficiency.5. Troubleshoots Citrix applications and manages Citrix Platform for business apps.6. Monitors service levels and SLA adherence.7. Conducts Monthly Ops Review meetings and ensures… Show more 1. Supports 6000+ users 24/7 with a rotating team of 25 engineers.2. Manages shift rosters for Desktop and Data Center Engineers for top-quality service.3. Conducts regular team reviews to identify and address gaps.4. Escalates and creates SOPs for complex issues, enhancing team efficiency.5. Troubleshoots Citrix applications and manages Citrix Platform for business apps.6. Monitors service levels and SLA adherence.7. Conducts Monthly Ops Review meetings and ensures Major Incidents meet SLAs.8. Proficient in ITIL methodologies, including incident, problem, change, and service request management.9. Prepares Major Incident Reports (MIR) for analysis and closure.10. Successfully completed the first 4 migrations within project scope and budget. Show less

1. Ensure the availability of IT infrastructure in accordance with Service Level Agreements (SLAs) established with business units.2. Maintain SLA compliance as per the predefined SLA agreements.3.Play an active role in Incident Management, Problem Management, and Change Management processes.4. Assign and prioritize tasks for the team while identifying their training requirements.5. Oversee policy management for Antivirus, Patches Deployment, SCCM (System Center Configuration… Show more 1. Ensure the availability of IT infrastructure in accordance with Service Level Agreements (SLAs) established with business units.2. Maintain SLA compliance as per the predefined SLA agreements.3.Play an active role in Incident Management, Problem Management, and Change Management processes.4. Assign and prioritize tasks for the team while identifying their training requirements.5. Oversee policy management for Antivirus, Patches Deployment, SCCM (System Center Configuration Manager), and EPO (Endpoint Protection).6. Coordinate with vendors, ensuring and following up on Root Cause Analyses (RCAs) for significant system issues.7. Utilize tools such as Remedy, email communication, printers, and escalation matrices in daily operations.8. Maintain records of engineer attendance, printer page counts, Minutes of Meeting (MOM), weekly calls, engineer performance evaluations, DHCP reports, SCCM and EPO data, Active Directory (AD) reports, SLA reports, vendor hardware call analyses, and Standard Operating Procedures (SOPs) for new or existing applications.9. Address team member queries and handle user escalations, ensuring client satisfaction in alignment with our service deliverables. Show less

1. I hold accountability for Service Delivery and ensuring high levels of customer satisfaction.2. My responsibilities involve generating Daily reports, participating in Weekly calls, preparing Management Information System (MIS) Reports, and coordinating with vendors.3. I specialize in troubleshooting various issues related to desktops, laptops, Microsoft Office, Lotus Notes, and other applications such as Chexmate, CCC application, Passport Link, MMIT & Clearing, Virtual Aux… Show more 1. I hold accountability for Service Delivery and ensuring high levels of customer satisfaction.2. My responsibilities involve generating Daily reports, participating in Weekly calls, preparing Management Information System (MIS) Reports, and coordinating with vendors.3. I specialize in troubleshooting various issues related to desktops, laptops, Microsoft Office, Lotus Notes, and other applications such as Chexmate, CCC application, Passport Link, MMIT & Clearing, Virtual Aux, Java-based applications, and Flash Player.4. Additionally, I handle printer-related issues, including those pertaining to HP and Toshiba printers.5. I oversee a user base of 800 individuals, managing a team of Support Engineers according to their shifts.6. My daily activities include updating all call tickets within the CMS (Case Management System) and ensuring their closure within the stipulated Service Level Agreements (SLAs). Show less

1. Proficient in troubleshooting a wide range of issues related to Desktops, Laptops, Blackberry devices, VPN connections, Microsoft Office, Lotus Notes, and various Java-oriented Bank Applications such as EBBS, SSS, Aware Capture, Hogan, Imex, SCP, Meeting Centre, and Credit mate.2. Extensive experience in resolving printer-related issues, encompassing HP, Samsung, Xerox, and Toshiba printers.3. Skilled in handling hardware calls and providing technical support to high-profile Bank… Show more 1. Proficient in troubleshooting a wide range of issues related to Desktops, Laptops, Blackberry devices, VPN connections, Microsoft Office, Lotus Notes, and various Java-oriented Bank Applications such as EBBS, SSS, Aware Capture, Hogan, Imex, SCP, Meeting Centre, and Credit mate.2. Extensive experience in resolving printer-related issues, encompassing HP, Samsung, Xerox, and Toshiba printers.3. Skilled in handling hardware calls and providing technical support to high-profile Bank executives like Directors, CEO, COO, and others.4. Expertise in managing calls related to Blackberry devices, VPN configurations, and Microsoft Outlook, including Lotus Notes configuration.5. Efficiently manage a user base of 350 individuals with the support of a team of 1 Support Engineer.6. Participated in various Bank projects, including the migration of all Bank Applications into a unified portal (EBBS), Symantec Antivirus upgrade, and Reuters Migration. Additionally, played a key role in the installation of Xerox printers for all Bank users.7. Addressed connectivity issues related to network switches.8. Daily tasks include updating all call tickets within REMEDY (Incident Management) and ensuring their closure in adherence to Service Level Agreements (SLAs), providing comprehensive support to Bank users. Additionally, fulfilled other requests such as new installations (Laptops/Desktops) and offering technical support to Directors, COO, and CEO. Show less