Experience

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  Wipro infotech

  Dec 2010 - Oct 2011

  • Ensure all Desktops are installed with NAV clients with latest signature file.• Notify immediately on any New Virus detection / attack to Central team• NAV console report to be shared with engineers on a daily basis and alert the engineers to take corrective action on vulnerable machines.• Ensure that security patches are updated through SCCM service.• Isolate the root cause and drive corrective action for all Virus incidents and broadcast identified by the central team.• Ensure all NAV servers are hardened as per hardening policy• Responsible for proper functioning of NAV servers at location.• Continuous monitoring of Distributing and management point servers for SCCM.• DR plan for NAV servers at location drive.• Ensure 100 % AV and patch compliance at location. • Responsible for weekly and monthly NAV/Patch report with action plan of non-complaint clients. Show less • Provide support for all desktop/Laptop/Blackberry/WLAN related calls. • Typical Calls should be escalated to Desktop RTS & L2 /L3Team.• Install authorized software as per Desktop Installation Checklist. All Software / Applications other than standard OS and IMG software’s are to be installed only after receipt of Approval. • Ensure all desktops/laptops should be configured within policy and process.• Ensure SLA achievement on response and resolution to Desktop calls.• Ensure 90% of calls for the categories in threshold matrix closed as per threshold norms.• Ensure repeat and re-opened calls are less than 1.5% • Calls per machine per month under 0.3 calls per desktop• Maximize call logging in Helpline and educate user to opt for call closure through remote support. Achieve minimum 45% of total calls for the location closed using remote support • Drive engineers to Maximize usage of Knowledge base & Contribution to Knowledge base • Ensure all the IP addresses for the location are mapped with the physical location and the asset.• Share best practices at site with the team. Show less

  • NAV and patch Engineer

    Jul 2011 - Oct 2011

  • Desktop L2 Engineer

    Dec 2010 - Jun 2011
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  Wipro infotech

  Jan 2012 - Nov 2012

  Critical support engineer

  Critical Support Engineer (Jan’12 – Nov’12) • Worked as a Critical Support Engineer for IT Management Group, GNDC.• Worked as a NAV Engineer for regular server and client update.• Attending helpline calls as CSE.• Providing resolution on remote support.• Daily helpline call monitoring and analysis at L1 level.• Handling and coordination for L2 tickets.• Responsible for C-SAT improvement.• Call quality analysis.• Highlighting engineer’s performance based on calls.• Arranging technical trainings.• Taking Induction of New engineers. • Responsible for SLA management.• Problem and Incident Management process.• Installation of Windows servers 2003 ,2008 R2• OSD (Operating System Deployment) through SCCM via VM. • Blackberry handling, iphones and different Android devices for Mail ,Wi-Fi, Service configuration.• Direct conversion to Critical, VIP and platinum users.• Hands on experience to organize and handling laptop service clinics • Awareness & acceptance for Best Practice roll out. • Configuration of Print devices (network and local) on desktops• Desktop Configuration - Network, mail client, internet etc.• Co-ordinate with vendors for support Show less

• 

  Wipro limited

  Nov 2012 - Feb 2014

  It manager-site in charge

  •IT Manager for around 45+ Team Member at Wipro Greater Noida, looking after IT support for IT Operations in North.•5000+ users support. Managing daily IT operations involving Internal and External clients.•Accountable for IT Operations (Incident Management, Configuration Management, Patch Management, Vendor Management) across WI/WT sites in North.•Provide relevant inputs to problem management to reduce incidents and increase platform availability. •Being accountable for deploying, configuring and upgrading System Center platforms - SCCM.•Supporting in identifying, deployment, testing and sustaining self-service features and infrastructure automation in Organization.•Gathering input from customers and using that feedback to drive improvements in people, process (operations) or technology (operations or engineering).•Monitoring performance and doing root cause analysis on operational metrics like service levels, call volumes, abandoned rate, first call resolution, TAT, productivity.•Responsible for SLA, CSAT Management for offered Services.•Collaboration and coordination with multiple outsourced vendors for local IT procurements.•Continuously reviewing data to provide insight and to develop strategies to optimize performance.•Implementation and sustenance of new projects, ODC’s. •Network sustenance and support to remote teams.•IT SPOC for client/ISO audits and client diligence visits.•Practice ITIL procedures in day-to-day operations.•Plan and perform Annual BCP and DR drills and share the observations with the Management.•Work with Helpdesk teams to ensure client deliverables are met and per timelines.•Planning and organizing new project setup or existing project ramp up. •Organizing monthly review with team for their requirements.•Arranging R & R session for best engineer of quarter. •Publishing weekly and monthly SLA/CSAT/Productivity report.•Publishing SIP/SOP and best practices implemented to enhance the quality of services. Show less

• 

  Wipro limited

  Apr 2014 - Jun 2017

  Information technology operations manager

  • Operations Manager for around 60+ Team Member at Wipro Greater Noida, looking after IT support for IT Operations in North.• 5000+ users support. Managing daily IT operations involving Internal and External clients.• Accountable for IT Operations (Incident Management, Configuration Management, Patch Management, Vendor Management) across WI/WT sites in North.• Provide relevant inputs to problem management to reduce incidents and increase platform availability. • Being accountable for deploying, configuring and upgrading System Center platforms - SCCM.• Supporting in identifying, deployment, testing and sustaining self-service features and infrastructure automation in Organization.• Gathering input from customers and using that feedback to drive improvements in people, process (operations) or technology (operations or engineering).• Monitoring performance and doing root cause analysis on operational metrics like service levels, call volumes, abandoned rate, first call resolution, TAT, productivity.• Responsible for SLA, CSAT Management for offered Services.• Collaboration and coordination with multiple outsourced vendors for local IT procurements.• Continuously reviewing data to provide insight and to develop strategies to optimize performance.• Determine and assess need for additional staff and/or consultants• Implementation and sustenance of new projects, ODC’s. • Network sustenance and support to remote teams.• IT SPOC for client/ISO audits and client diligence visits.• Practice ITIL procedures in day-to-day operations.• Plan and perform Annual BCP and DR drills and share the observations with the Management.• Planning and organizing new project setup or existing project ramp up. • Organizing monthly review with team for their requirements.• Arranging R & R session for best engineer of quarter. • Publishing weekly and monthly SLA/CSAT/Productivity report• Publishing SIP/SOP and best practices implemented to enhance the quality of services Show less

• 

  Ooredoo myanmar

  Jul 2017 - Sept 2017

  Noc, euc, service desk manager from wipro

  • Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process• Remediate deviation of a process for its particular domain• Responsible for communicating with the Incident Process Owner• Point of contact for all Major Incidents• Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.• Represent the first stage of escalation for Incidents• Monitor the workload per Tier 1 Analyst• Monitor the incidents to ensure that the Service Level Agreement are respected• Identify, initiate, schedule and conduct incident reviews• Ensured the closure of all resolved and end-user confirmed Incident records• Provide guidance to the Incident Process Coordinators• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable. Show less

• 

  Wipro limited

  Sept 2017 - Aug 2019

  Information security manager

  •Implementation of Information Security framework as per the ISO 27001, PCI DSS and client requirements. •Driving Technology Security project across organization. Represent Organization for external Security Audit and Customer Audits. •IT / Information Risk Assessment, management and Mitigation. •Information Security & Information technology audits / review across business functions. •Monitor / track closure of findings to ensure that there is no major finding in any internal and external security audits for Information Security compliance. •Manage vulnerability assessments or penetration test to identify the security weakness in the IT infrastructure. •Experience in security metrics to demonstrate the overall security posture of the organization. •Information Security request and exception Management. •Review and suggest corrective action on Information Security incident. •Develop & manage - Information Security Awareness Program. •Develop, maintain and regular review of the security policies & procedures. •Monitored, Reviewed and Ensured that 20+ ITGC controls are enforced and proper evidences are generated based on frequency for Audits•Compiled evidences for each ITGC control based on risk and frequency of the control to demonstrate compliance with SOX ,HITECH , HIPAA•Communicated any violation of controls to appropriate team members and ensure compensating controls were implemented•Developed and improve multiple processes in the areas of IT Security like User Access Management and Program Change Management•Managed and Monitored day to day IT Logical and Physical Security operations including, New Hire, Termination and Transfer processes•Maintained system security roles, permissions and privileges while maintaining SOD controls with Security committee approvals•Threats, vulnerabilities and violations were reviewed with outsourced partner by doing in depth scrutiny and come up with best solution Show less

• 

  First abu dhabi bank (fab)

  Sept 2019 - now

  Service owner-infrastructure risk management

  •Information Security Risk management including Risk analysis, mitigation and acceptance•Program management for remediation projects for Infrastructure compliance•Review Information security Group Policy, Group Process & Procedures, Baselines and Standards•Leading Infrastructure team in Technology Risk Assessments (TRA), Risk Controls & Self Assessments•RCSA, Red Team Exercises, Vulnerability Assessment, Group Security Review, Blackbox, PT, 3rd party•Audits, Financial Audits, Business Continuity management reviews•Working with different stakeholders for regulatory requirements of UAE National Electronic Security Authority (NESA), Monetary Authority of Singapore (MAS), Saudi Arabian Monetary Authority (SAMA), Hong Kong Monetary Authority (HKMA), Central Bank of Bahrain, India – RBI, USA – OCC,•GDPR requirements, UK, France, OMAN, Kuwait.•Enabling support for PCI-DSS certification/compliance•Working with Group Security for Cybersecurity/Cloud assessments for FAB operated countries•Leading resources of Infrastructure team from compliance perspective•Leading team for Regulatory, Central Banks, Group Internal Auditors audits/reviews, other Audits•Responding to the country’s Central Banks compliance requirements for countries where FAB operates•Providing inputs to Group Technology Security committee, Information Security committee•Leading the bank for Vulnerability management and Risk Based VM tool•Participating in simulated Threat management and Risk based VM tool•Standards & Compliance awareness: PCI DSS, CIS Benchmark, NIST SP 800-53 Show less