Manager to AVP from April 10th, 2020.Internal job movement

Worked in the onboarding of Enterprise command centre and service desk teams in Citi and setup process

Transition Management:-Around 7 years of IT Infrastructure Library (ITIL) best practices and standards that support IT service management (ITSM)Responsible to liaison with customer and other key stakeholders to assess the business needs of the customer and identify key challenges, constraints, and risks and thereby define the project scope after extensive due diligence.Responsible for project communication external & internal at all levelsPrepared relevant metrics to the… Show more Transition Management:-Around 7 years of IT Infrastructure Library (ITIL) best practices and standards that support IT service management (ITSM)Responsible to liaison with customer and other key stakeholders to assess the business needs of the customer and identify key challenges, constraints, and risks and thereby define the project scope after extensive due diligence.Responsible for project communication external & internal at all levelsPrepared relevant metrics to the Management team and brought out root causes attributing to hikes in ticket volumesPrepare dashboards to communicate the progress regarding scope, schedules, and cost to all stakeholders.Prepare agenda for steering committee meeting, record MOM and Implemented corrective actions which are understood and agreed.Experience in planning and management of IT infrastructure systems projects; project plans and review status with IT staff and other business units.Responsible for getting sign-offs and communicating the approved SLA requirements to the lead technical architect and the implementation teamResponsible to move project into steady state operations after successful KT, parallel run and warranty phase.Co-ordinate and manage customer visits and walk through, presentations and MOM post a customer visit.Gather and distribute information for the disaster recovery manual or crisis book (server inventories, contact information, etc. Managing the ICC process documents.Business Communication:-Involved during any Application Outage impacting Business and initiate a Bridge call during Outage occurred whilst Business Operations among various support teamInvolved during Global Incident Management to collate the information from different support team who working for business restoration, wherein understanding the technical communications and send the Business [end-user] communication accordinglyDeliver weekly/monthly/yearly reporting for all defects, problem/change record.     Show less

 Monitoring events using Netcool, BPPM and execution of batch processing using TWS, event notification and escalation for Windows Systems, UNIX/LINUX Systems, AIX Systems, Databases, Network and Security Devices. Providing Level 2 Support operations for the Server, Storage, Applications, Database, Messaging & LAN/WAN devices. Performing initial triage to the different flavors of server’s to check file system, Memory, CPU utilization, and server uptime creating incident tickets and… Show more  Monitoring events using Netcool, BPPM and execution of batch processing using TWS, event notification and escalation for Windows Systems, UNIX/LINUX Systems, AIX Systems, Databases, Network and Security Devices. Providing Level 2 Support operations for the Server, Storage, Applications, Database, Messaging & LAN/WAN devices. Performing initial triage to the different flavors of server’s to check file system, Memory, CPU utilization, and server uptime creating incident tickets and assigning it to respective team.  Managing CIM (Critical Incident Manager) process during any production issue .i.e. coordinating between Clients and support staff until the Production issue is completely resolved. Tools issues coordinating with tools team to fix any issues w.r.t to the tools we use .i.e. ( Netcool , remedy, SNOW and Dash Board) Hands and feet capability as required during normal daily operations. Gather and distribute information for the disaster recovery manual or crisis book (server inventories, contact information, etc. Preparing reports (Daily reports) which has the stats of events (alerts) and Incidents, which also provide brief report of any Critical issues reported. Periodically research for resolution of new issues and update the process for the same. Prepared the DC-Ops run books which contains the entire process & the roles & responsibilities of DC-Ops Created an alert glossary which contains the alert description and the action to be taken on it with the exceptions. Maintained an inventory of all incoming and outgoing equipment. Gave presentation to clients related to the tools handled by DC-Ops. Keeping a track of any internal or the external escalations and the process miss-outs from the team members. Organized team meetings and mentoring team. Provided knowledge transfer to the new joinee’s and also gave them refresher trainings. Show less

 Attending the problem and resolving the Tickets logged by the users single handedly. Performed desktop support to over 250 employees through remote desktop sessions including corporate headquarters. Regular interactions with US clients Keeping the track of all the issues and processing the entire request with minimum TAT. Provided software training on an individual and small group basis. Reduced technical resolution turnaround time Install, configure and provide… Show more  Attending the problem and resolving the Tickets logged by the users single handedly. Performed desktop support to over 250 employees through remote desktop sessions including corporate headquarters. Regular interactions with US clients Keeping the track of all the issues and processing the entire request with minimum TAT. Provided software training on an individual and small group basis. Reduced technical resolution turnaround time Install, configure and provide technical support for windows Servers like Active Directory, DNS, DHCP, DFS, FTP and VPN. Desktop user support to Windows 98, Windows NT and Windows 2000/XP, Vista and Windows 7 Users. Installation of other software’s such as Microsoft outlook. Configuration of Active Directory, Creating User Accounts / Deleting User Accounts and allocating user space in Server as per management instructions. Show less

 To provide on call, on email and on chat support to US & Local MT’s and act as a Helpdesk for all the branches of company.  Providing first level technical support and escalating the unsolved issues to next level of technical support. Monitoring the workflow and send reports in the respective period of time in the shift. Preparing and sending the daily reports. Played a key role in ensuring a proficient workforce and significantly reducing system downtime