Experience as

• Employer

• From

  14 June 2010

• To

  31 August 2011

• Detail

  Key Result Areas:
  • Served as an Incident Manager on a leading MNC Bank project, a Customer facing role
  • Deftly ensured ticket logging through intellect-solve ticketing tool and closure within defined SLA
  • Ascertained timely acknowledgment, analysis of tickets, assigned to concerned teams & queue management of tickets
  • Chaired bridge calls for open issues discussion between Client and Internal Teams
  • Led a team of 12 Operations Engineers. Managed shift schedules for the Operations and App Support teams.
  • Prepared and sent the daily call stats report, weekly trend analysis and monthly MIS report to the customer and internal stakeholders.
  • Prepared and maintained the documentation of resolution/work-around for future reference as part of KEDB
  Achievements:
  • Spearheaded the Technical Helpdesk providing support in a 24x7 environment. Met SLAs for the Helpdesk and improved on CSAT levels.
  • Significantly contributed in the implementation of Incident Management process, as per ITIL Framework, for the Helpdesk

Experience as

• Employer

• From

  05 September 2011

• To

  29 July 2016

• Detail

  Key Result Areas:
  • Responsible for supporting IT end-user operations for 1200+ users having computers and 3000+ device-less users across entire India for GSK Pharma
  • Managing an outsourced technical desk-side support team, providing onsite as well as remote 2nd line support for desktops / laptops / office productivity tools (including installations), working in coordination with Global teams and outsourced service providers to ensure incidents/ problems are resolved within SLA’s
  • Serve as an interface between End User Infrastructure Services (EIS) and the IT Business partners to gather the requirements and responsible for major deliverables, representing South Asia cluster (India-Bangladesh-Sri Lanka) in the Global Helpdesk Service Review meetings.
  • Chair the weekly service review meetings of local desk-side support for Sri Lanka.
  • Supporting local EIS personnel at manufacturing sites for GSK Pharma & Consumer Healthcare (GMS) across India for resolution of incidents / requests. Take feedback on monthly basis from GMS Site IT Managers about the IT Helpdesk services and work on improvements wherever possible
  • Overseeing entire LAN and WAN (50+ connected locations), Network operations, liaison with Orange Business Services (OBS) and other service providers as required in restoring WAN link failures
  • Managing the inventory of IT assets. Keeping a track of all AMCs & Tech-refresh.
  • Negotiate with global and local vendors. Raise purchase requisitions for IT equipments through JDE ERP system, liaison with Vendors such as HP/OBS/local service providers for delivery of equipment and services.
  • Interfacing with the global teams for successful rollout and implementation of Global Initiatives in South Asia cluster.
  • Creating and Testing IT CP & BCP to ensure business continuity for current as well as new sites/projects/systems.
  • Manage financials for Infrastructure to report cost of ownership and return on investment
  Achievements:
  • Facilitated implementation of the managed print services for Worli site, India; consolidating the number of devices with an estimated cost savings of 40%
  • Analysis of the REMEDY data for SA cluster and presenting the same during the monthly South Asia Cluster Service Review meetings; suggesting and implementing SIPs for improving end user satisfaction
  • Successfully carried out deployment of Windows 7 across South Asia cluster and achieved set target – 2013-14.
  • Successfully implemented the meta-data view for the EIS-BP regional SharePoint site

Experience as

• Employer

• From

  03 August 2015

• To

  30 July 2016

• Detail

  Key Result Areas:
  • Accountable for supporting IT end-user & infrastructure operations pan India including Head office, 170+ HOADL retail stores, regional offices, and ware houses
  • Managing an in-house IT Service desk team of 7 desk side support engineers and 3 regional field support leads
  • Manage periodic performance reviews & appraisals for all team members
  • Setting up the best practices & processes for IT Support function by creating policies and SOPs based on the ITIL framework, coaching the Helpdesk agents on Ways of Working
  • Plan and supervise the set up of IT infrastructure for new HOADL retail stores including provisioning for POS machines, laptops/desktops, CCTV & DVR system and UPS systems. Liaising with vendors for procurement and installation
  • Responsible for maintaining compliance by ensuring no unlicensed software are in use and IT security policies are deployed & maintained
  • SPOC for all IT related issues including infrastructure, applications, and ERP
  • Manage user escalations and liaise with multiple cross functional teams like Back-end infrastructure, PMO, Business Operations and others to deliver the outcome
  Achievements:
  • Consolidated the IT FMS provider to one single service provider for pan India locations, getting more services included in the contract. This has saved approximately 26% cost for the company with regards to the IT FMS AMC expenditure.
  • Successfully delivered the MS Dynamics CRM based Case Management system for the Customer Support Team before set timelines (role involved business requirements gathering, scope definition, vendor co-ordination and post implementation support).
  • Complied the IT Mobility Policy for the organization
  • Conducted end user trainings on IT best practises and Sapphire ticketing tool. Started weekly “Tip of the Week” email newsletter for providing information about efficient day to day usage of IT resources

Experience as

• Employer

• From

  01 August 2016

• To

  06 August 2018

• Detail

  Key Result Areas:
  • Manage IT Operations teams, primarily Data Operations and Infrastructure Monitoring
  • Lead and train team of analysts to maintain data and application availability as well as overall operational up-time
  • Develop detailed data stream specific, client-specific, or technology specific operational SOPs and documentation
  • Actively contribute to automation of internal processes where possible
  • Manage team Kanban boards and ensure tasks are completed matching time and quality expectations
  • Develop, manage and support team related KPIs, SLA Compliance Reports, Monthly Reports and Dashboards
  • Facilitate any training and / or knowledge transfer activities between onshore and offshore resources
  • Ensure there are no lapses in shift coverage of offshore team and substitute for coverage gaps during unexpected situations
  • Manage periodic performance reviews & appraisals for direct reports
  • Lead root cause analysis for critical and high impact incidents/events
  Achievements:
  • Significantly contributed in recruitment and constituting a 21-member IT Operations team comprising of various functional teams, namely – Applications Support, Production Monitoring Operations, and Data Operations
  • Transitioned Data Operations, Infrastructure Operations & Applications Support from outsourced partner to newly constituted internal team
  • Successfully operationalized the India IT Operations in a 24x5 shift pattern, supporting business in India & US