Varun Dhingra

Experience

• 

  Artech L.L.C.

  Sept 2008 - Aug 2010

  Network Operations Center Engineer

  • Work as a central point of contact for all technical support teams/Track Leads and Operation managers and provide up-to-date information for on-going incidents/alerts. • Keep the datacenters functional and report any unresolved incidents to L2 technical teams within defined SLA timelines.• Roaster management• Maintain updated information/documentation for smooth workflow. • Working in team to Automate application using scripts, ITM Tool and OEM Tool.• Automate mount points and urls Through ITM tool• Automate tablespace usage threshold alert, DBMS alert, service down alert, through OEM Tool.• Automated Application port services ,network through SNYPYMON Tool• Finding RCA through wily,cloud monitor tool Show less

• 

  IBM

  Sept 2010 - Jun 2015

  • Manage the Incident, Problem & Change Management process to ensure that the provision of the service is restored as quickly, ensuring the best possible level of service quality and availability and compliance with service levels.• Deliver benefits to the Customer including: Services are restored as quickly as possible, in a controlled and managed fashion and the impact of an Incident on the Customer business operations is minimized.• Diagnose the issues to identify the root cause of the incident and track it further as per Problem Management process to reduce repetitive issues and minimize impact on customer services.• Responsible to perform RCA and analyze it further to find out whether RFC is required or not.• Responsible to track compliance to the SLA parameters and performance of the delivery as per the agreed SLA levels• Responsible for generating and assessing reports regarding process metrics (KPIs) and Daily Dashboards containing the team’s performance.• Responsible for collaborating closely with the business owners/stakeholders and technical teams to ensure the faults are being resolved on time and there is minimal impact on the services.• Responsible for Preparing IOC(Integrated operation calendar) for continuous Service improvement • Responsible for remote administration of Servers for any problem via ITM alerts i.e. Application Mount point, CPU Utilization, SM service• Keep the datacenters functional and report any unresolved incidents to L2 technical teams within defined SLA timelines• End to End Ownership of cases by Monitoring, Tracking of incident status against SLA trigger times• Maintain updated information/documentation for smooth workflow. • Conducting Daily Bridge with Application owners on CRs, Open tickets, severity issues and common alerts on Tools• Resolving issues with the help data centre team by raising alerts• Conduct NOC Analysis call to discuss proactive measures to avoid high severity issues Show less

  • Noc operations and Incident Problem Manager

    Sept 2010 - Jun 2015

  • Incident manager

    Sept 2010 - Jun 2015
• 

  Fujitsu

  Jul 2015 - Mar 2019

  Process Controller(NOC + Service Desk)

  Job Responsibility• Manage Major Incidents, Problem & Change Management process to ensure that the services are restored as quickly, ensuring the best possible level of service quality and availability and compliance with service levels.• Performs Trends analysis for Proactive problem management.• Holds Problem Board meetings in order to resolve issues with technical team.• Responsible to prepare weekly presentation for problem management.• Presents project in weekly service review for problem management.• Responsible to perform RCA and analyze it further to find out whether RFC is required or not.• Responsible to track compliance to the SLA parameters and performance of the delivery as per the agreed SLA levels.• Maintain and create KEDB in order to fix issues completely and keep track of open issues.• Part of Release and deployment team and panning for Pushing SCCM packages and Mass deployments.• Member of a CAB • Hold Technical bridges for critical incidents for end to end closer.• Certified Six Sigma professional, reduced project backlog under six sigma project which was highly appreciated by client and higher management.• Part of Transition team and planning for a complete transition of project phase wise which completed in July 2016.• Organize team meeting and team coordination in order to get all input and gaps in the process• Focus on Service Operation to restore customer services with minimal impact to business and user communication.• Diagnose the issues to identify the root cause of the incident and track it further as per Problem Management process to reduce repetitive issues and minimize impact on customer services.• Responsible for end to end issue resolution. Show less

• 

  HCLTech

  Apr 2019 - Mar 2021

  Lead service management

  • Manage team of Technical process management Professionals working on Major Incident , Problem ,change ,release management Platform across multiple locations in across globle for PepsiCo account.• Responsible for attending weekly call with Operations and Service/Client Delivery Managers to explore the opportunity areas, analyze performance, and formulate and implement a strategy to achieve better service delivery and client satisfaction.• Chair weekly team meetings to review and share updates on project milestones for the week .• Guide team members to achieve all KPIs, SLA targets and other KRAs on individual/team level.• Highlight and recommend corrective actions to team members in areas which pose a threat in meeting SLA and contractual commitments.• Ensure quality and management standards are followed to attain customer satisfaction and facilitate acceptance of the process, deliverables, and services.• Ensure optimum utilization of resources to achieve target productivity.• Review quarterly average ticket volume to revise staffing and management overhead.• Responsible for all daily, weekly and monthly productivity reports to monitor the productivity of the team & individual team members.• Responsible for team’s Annual Performance appraisal review and sharing individual feedbacks. • Single Point of Contact for all backline teams and management for service issues and escalations for the account .• Ensure every new resource in the team understands their role and performance goals, and gets all the job aid to successfully reach these goals.• Identify training needs for the team members and organize trainings.• Review Individual performance through quality audits and share lesson learnt with the team.• Do regular team building exercise to motivate team members and reduce iteration rate.• Responsible to review and update knowledge articles, SOPs, tech documents.• Roaster management, leaves management, individual outputs, maintaining skill matrix. Show less

• 

  Incubit

  Apr 2021 - now

  Service Manager

  • Leading the team of 22 people for SOC, NOC and service management. • Managing DB Schenker Data center operations for NOC and SOC for Physical servers, cloud servers and VMs • Working in a hybrid model of physical as well as cloud infrastructure.. • Responsible for onboarding newly migrated cloud servers for all the SLA agreements and service contracts. • Accountable for the end-to-end delivery of NOC and SOC Operation to meet organizations Security posture and responsible for maintaining health of the overall Infra. • Manage data center daily ,monthly weekly activities like vulnerabilities management ,Threat hunting , approving the whitelist alerts, handling the escalations . • Manage Vulnerabilities and Critical server alerts though daily/weekly calls with application owners . • Invoke problem management process in order to find root cause , Reduce alerts and vulnerabilities to fix the issues. . Responsible for Doing Security audit • Responsible for testing security patches and monthly patching activity • Chair monthly review meeting for the DB Schenker management, sharing updates on delivery and track feedback received on the delivered services. • Chair weekly, monthly review of the services with vendor, tracking the service improvement and daily operation. • Single Point of Contact for all backline teams and management for service issues and escalations for the account. • Implementing service improvement plans for internal IT to improve services. • Responsible for review of SOPs and escalation matrix. • Highlight and recommend corrective actions to team members in areas which pose a threat in meeting SLA and contractual commitments. • Ensure quality and management standards are followed to attain customer satisfaction and facilitate acceptance of the process, deliverables, and services. • Ensure optimum utilization of resources to achieve target productivity • Responsible for team’s Annual Performance appraisal review and sharing individual feedbacks Show less