Ajay Kumar

Experience

• 

  IBM India Private Limited

  Feb 2009 - Mar 2017

  → Lead a team of Incident and Problem Managers to drive major incidents and Problems through its entire lifecycle which involved identification, escalation of all operational events affecting client's systems, driving bridge calls, Identifying appropriate timelines and targets for recovery actions. Identifying and engaging multiple teams, laying out the Business Continuity plans.→ Managing executive notifications with accurate impact and action plans.→ Approving Break fixes and Latent changes to bypass incidents impact.→ Performing internal/external escalations to draw appropriate level of attention to major incidents.→ Driving multiple post-mortem calls to identify improvement areas.→ Presenting weekly and monthly reviews to Leaders (VP and SVP IT infra) from customer side.→ Developing SOPs and Streamlining Incident and Problem management processes to meet KPI & SLA.→ Monthly, quarterly, and yearly analysis of Incident trends to identify incident reduction plans. Show less → Transitioned the project from IBM US to India and Lead a team of Network operation Centre Engineers involved in handling alerts designed to monitor customer's IT infrastructure.→ Involved in End-to-End management of Critical alerts (Sev1) to ensure timely recovery.→ Executing scripts to resolve Application/ Infrastructure anomalies identified via alerts.→ Planning and Scheduling of batch jobs to meet downstream applications requirements.→ Ensuring hyper care during change implementations for quick escalations.→ Recruit staff, train, and maintain employee skill levels.→ Synchronizing with the geographically distributed teams during major activities.→ Oversee day to day NOC operations and refine processes to meet customer expectations.→ Ensuring 100% SLA's achievement for all the Critical alerts.→ Reporting Weekly and monthly Project reviews, team performance and Project KPI's Show less → Worked as an Incident coordinator in Corporate Help Desk team involved in escalating highpriority incidents affecting GAP corporate users.→ End-to-End Management of high priority incidents.→ Guide users on workaround arrangements.→ Driving post incident reviews to identify improvement areas.→ Presenting weekly and monthly reviews to Leaders (VP and SVP IT infra) from customer side.→ Developing SOPs and Streamlining Incident and Problem management processes to meet KPI & SLA.→ Monthly, quarterly, and yearly analysis of Incident trends to identify incident reduction plans.→ Manage knowledge Base. Show less

  • Manager - Major Incident and Problem Management

    Sept 2012 - Mar 2017

  • Principal Consultant – Incident and Problem Management.

    May 2010 - Aug 2012

  • Sr. Technical Consultant - Incident Management

    Feb 2009 - Apr 2010
• 

  Kyndryl

  Apr 2017 - Feb 2023

  ITSM Manager - Incident, Problem, Change and Service Availability Management

  → Hire and coach team members across ITSM and infra support teams.→ People Management including Recruitment, Employee Engagement, and Performance Management.→ Skill development for new hires through internal trainings and external certifications.→ Primary liaison between the customer, third party vendors and the Offshore team.→ Develop processes and plans for Major Incident, Problem, Change Management, Projects, Availability Management, Reporting and Service Integration.→ Create harmonization between IPC by developing cross functional process.→ Liaison with multiple teams for Disaster Management and Risk handling.→ Participate in CABs to review to review changes to see that change owners have assured to incorporate and include evidence of testing, lessons learned from past failures, appropriate resource alignment, necessary temporary capacity adjustments, prior setup of channels to coordinate unforeseen issues and efficient rollback plans.→ Process refinement to meet dynamic support requirements.→ Scrutinizing details relating to SLA misses to represent Kyndryl in order to save penalties.→ Reviewing Service Delivery achievements and forecasts.→ Strategies the Application and platform monitoring requirements.→ Work closely with Change Management & Operations teams for seamless co-ordination.→ Drive continuous service improvement and quality initiatives.→ Develop SOPs for Incident/Problem/Change management, NOC/sysops, Infra support and Helpdesk.→ Preparing and laying out Business Continuity plans for major outages→ Driving post-mortems to identify areas of improvement→ Reviewing track of ongoing improvement plans→ Leading daily stand-ups, retrospective→ Negotiating priorities with internal Tower leads and customer's representatives→ Presenting Service Delivery reviews to VP's and Sr. VP's infrastructure of SIA→ Regular analysis of the Incident trends to identify incident reduction plans→ Escalation management Show less

• 

  Airtel International LLP-Airtel Africa

  Feb 2023 - now

  Senior Manager (IT Operations)