BALAJI PANDURANGARAO
IT
BANGALORE
Summary of Career
1. Ensures project documents are complete, current and stored appropriate
2. Holds regular status meetings with project team leaders
3. Reviewing the Daily, Weekly and Monthly reports and send it to Client and other stakeholders
4. Monthly Auditing for Incident Tickets, Service Requests, Change Requests and etc
5. Closely working on all SLA KPIs for Incident, Change and Service requests ensure that all teams should effectively follow the same without any SLA misses
6. Effectively Leading the L1 & L2 team for Network Operations Centre (NOC)
7. Handling All Major Incidents issues and Driving bridge calls with support teams, BRMs and other stakeholders
8. Identify technical challenges and bring it to desk. Have shared use case over issues to make day to day operations to be at ease
9. Achieve results through processes that are clearly defined and effectively communicated
10. Track lessons learned and share lessons with project team leaders
Experience as Senior Technical Support Engineer
Standard Chartered Global Business services Pvt Ltd
05 October 2004
30 March 2007
As a Senior Technical Support Engineer, was responsible for
• Asset Management
• Upgrade Desktop to Windows XP (Standard Build)
• Migrating users from Windows NT Server to Windows 2003 Active Directory server using Quest Migration tool
• Managing and Monitoring Exchange 2003 Servers spread across the Globe
• Planning and configuring Backup jobs for exchange servers.
• Installing, Configuring and Troubleshooting Windows XP Standard Build In Microsoft Virtual PC 2004 SP1 & 2007
• Providing Technical Support Solutions for Application
• Migrating Lotus Notes to Microsoft Outlook 2003 and Migrate Lotus Notes archive to Microsoft Outlook 2003 archive using Quest Software (Notes Migrator for Exchange)
• Installing, Configuring and Troubleshooting Banking, Development and testing Software’s
• Deploying software Via HPOV- Client Automation (CAE)
• Troubleshooting HPOV –Client Automation (CAE) Client and Server – RADIA connectivity Errors
• Migrated More than 500 Laptops to Windows XP Professional
• Migrated More than 1000 Desktops to Windows XP Professional
Data Centre Operations :
• Administering Windows NT 4.0 server & workstation, Windows 2000
• Server & workstation, Novell Netware Platforms & Backup Engines like Arc serve and VERITAS NetBackup
• Playing a responsible role in troubleshooting problems logged by the client users in day-to-day operations of the Bank and providing complete Technical Support for the Client Company.
• Monitoring all Mail servers and File & Print servers.
• Involved in day-to-day call handling through a RDBMS package called REMEDY in Service Level Agreements.
• Using Arc serve and VERITAS NetBackup as a backup Software’s for scheduling Backup & Restoration on NT, Windows, and Novell, UNIX, and Sun servers.
• Coordinating with operations team at Singapore for Uploading and printing reports of inward and outward clearing files.
• Responsible for processing credit cards inward payments in C400 system for the countries Lebanon, Qatar, Oman and Jordan.
• Responsible for daily virus updates in servers and monitoring of all client pc’s through Symantec system centre console.
Experience as NOC Engineer
TESCO HSC
20 April 2007
05 April 2010
NOC Support is part of Offshore Team working for TESCO which mainly concerned with all Infra support related activities (L1 and L2).
• Managing and Monitoring Infra and application Servers.
• Attending Trouble tickets and service requests assigned to our group and complete it within accepted SLA.
• Coordinate with different Level 3 teams to resolve tickets trapped by CA unicenter NSM, DSM and Autosys monitoring tools.
• Understand customer requirement and report to management in case of any change required in existing system.
• Responsible for generating End of the day reports to stake holders based on their request on daily and weekly basis
• Participate in weekly conference call with client to discuss on escalations and improve the process.
• Provide Knowledge Transfer to newly joined Team members.
Experience as Lead Infrastructure Engineer
Mphasis Limited
12 April 2010
30 April 2018
Project 1: Airline
• Responsible for changes and Incidents for Dedicated and shared systems
• Creating changes and Incidents in both tools (SM9 to SNOW and vice versa)
• Updating/rescheduling changes and Incidents
• Closing changes and incidents, whenever Source record is closed.
• Responsible for all changes with approvals (syncing approvals).
• Engaging site support teams, whenever required
• Pursuing required approvals for changes
Project 2: Oil and Gas
• Plan, manage and stabilize wintel patching releases.
• Collaborate with technical / production architects and web developers for weekly / quarterly and emergency releases.
• Manage team activity, planning next work in pipeline while stabilizing previous releases.
• Manage, monitor and report on technology team confidence
• Prepare reports showing statistics of Quarterly / Emergency patch releases
• Assess the change impact
• Complete change management assessments
Project 3: Internal
• 3500+ Production Servers to be monitored for Availability & Performance.
• Involved to wrap up the team of 10 members within a very short period.
• Collecting the current configuration of the server to be migrated from legacy tools to HP tools.
• Checking compatibility of Servers OS requirement using SUMA tools
• Operations Agents installation and Agent activation.
• Performance Agents and DSI installation.
• Verification of processes/services and troubleshooting.
• Effective Communication Plan
• Servers under standard HP monitoring tools.
Experience as IT CONSULTANT
Infosys Limited
10 May 2018
To date
Infosys Limited – 2018 - Present
Project 1: Investment Bank and Financial services – Team Lead (L1 & L2 Support)
• End to end Operational support & Maintenance of critical infrastructure applications
• Troubleshooting the issues related to application on both Linux/windows platforms.
• Analysing and Storing Logs & performing RCA for the issues reported.
• Follows and ensure team adheres to the defined SLA/SLO
• Participated in CAB meetings for configurational changes.
• Co-ordinate weekend activities and perform relevant checkouts to validate environment stability.
• Communication with respective stakeholder effectively.
• Continuously improve and put hand as a role model in terms of changing goal in a challenging client facing project.
• Escalation handling and take part in client calls.
• Identify technical challenges and bring it to desk. Have shared use case over issues to make day to day operations to be at ease
Project 2: Healthcare – Team Lead (NOC -Network Operation Centre)
• Effectively Leading the L1 & L2 team for Network Operations Centre (NOC).
• Centralized team for handling all Infrastructure related tickets which is assigned to NOC team.
• Handling All Major Incidents issues and Driving bridge calls with support teams, BRMs and other stakeholders.
• Sending Daily, weekly, Monthly reports to all stakeholders.
• Most effectively working on SLA's and helping all other team members.
• Auditing all Incident, User Requests, Change Tickets
Project 3: Manufacturing - Home Appliances – Team Lead – (Cross Functional Services)
• Ensures project documents are complete, current and stored appropriately
• Holds regular status meetings with project team leaders
• Keeps project team leaders well informed of changes within the organization
• Facilitate project team leader meetings effectively
• Resolve and/or escalate issues in a timely fashion
• Achieve results through processes that are clearly defined and effectively communicated
• Track lessons learned and share lessons with project team leaders
• Reviewing the Daily, Weekly and Monthly reports and send it to Client and other stakeholders
• Monthly Auditing for Incident Tickets, Service Requests, Change Requests and etc.
• Preparing Monthly Quality Assurance related reports and submitting to Quality Manager and other leadership teams.
• Closely working on all SLA KPIs for Incident, Change and Service requests ensure that all teams should effectively follow the same without any SLA misses.
• Worked on many Dashboard creations in Service now and Kanban Dashboard implementations.
• Provide continual evaluation processes and procedures, and suggest methods to improve areas of operation, efficiency and service to teams
Other 30 May 2019
Master of Business Administration – Information System ManagementBachelor 30 June 2014
Bachler of Information TechnologyITIL v3 Foundation