Jagadish M.

Experience

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  Sutherland Global Service Limited

  Feb 2010 - Jan 2011

  Senior Technical Support Engineer

  Project: DELLDesignation: Technical Support Executive Level 2Responsibilities included: Work with customers/employees to identify computer problems and advising on the solution. Walk customers through the process of installing the software on their machines and starting up the program for the first time. Log and keep records of customer/employee queries. Analyzing call logs so you can spot common trends and underlying problems. Update self-help documents so customers/employees can try to fix problems themselves. Testing and fixing faulty equipment for customers calling support desk. Monitor and maintain computer systems and networks. Talk to clients over the phone, to help set up systems or resolve issues. Set up new users' accounts and profiles and deal with password issues. Rapidly established a good working relationship with customers and other professionals. Willingness to comply with standard procedures for proper handoff of unresolvable issues to the appropriate internal teams to maximize customer satisfaction. Monitor and respond to alerts for production systems using defined processes.Recreate customer issues when needed, using logs, system management tools, and industry standard problem resolution tools and protocols. Show less

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  Cognizant Technology Solutions

  Jan 2011 - Jan 2013

  Service Delivery Lead

  Project: CentricaDesgination: ITIL Service Desk Operations LeadResponsibilities included:Leading a team of 10 Service Desk technical analyst for smooth operation of IT service management.Assigning calls related to desktop, printers, client operating system and providing guidance to engineers as needed. Managing users, computer, printers and other resources in domain. Resolving server related hardware and operating system issues. Log all Incident details, allocating categorization and prioritization codes. Keep Clients & Leadership informed about their Incidents’ status at agreed intervals. Own all Incidents and Service Requests throughout the lifecycle. Coordinate technical actions and plans via email, messaging, updating P1 tickets, escalation where necessary. Manage service desk by performing Duty manager role to address escalations and provide fix. Develop strong working relationships with support and delivery teams, management and liaise with support. Plan, coordinate and control the restoration of complex and high impact system problems that occur within the production environment. Show less

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  Northgate Arinso

  Jan 2013 - May 2014

  Information Technology Project Lead

  Providing Value add to Client by showcasing qualitative and quantitative improvements in project. Involved in IT infra project delivery for various clients, where client like to setup ODC. Working on business RFP, RFI and MSA that are received from the various business units. Applying best practice of ITIL, Good exposure in designing SLA and SLA calibration. To make sure all project delivers agreed service to client within the given deadline. Streamlining technical deliverables by conducting one to one meeting with technical lead and being accountable for its progress. Have very strong Leadership, communication and presentation skills with national and international clients. Providing the infra setup budgetary cost for network connectivity, ODC setup. Participating in the Project/Client IT team business meetings to clarify their queries with regards to Infra connectivity setup, connectivity OTC/MRC costs, Timelines. Creating collateral such as creating capability decks, case studies. Contributing to service improvement and other automation opportunities within the Cognizant IT team. Streamlining technical deliverables by conducting one to one meeting with technical lead and being accountable for its progress. Show less

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  Cognizant

  Jun 2014 - Apr 2022

  Infrastructure Associate Manager

  Certified Scrum MasterAWS Certified Solutions Architect – AssociateCertified ITIL® FoundationIn Cognizant as a Infrastructure Associate Project Manager. I managed Digital Transformation portfolio My key areas is to managed the delivery of IT Infrastructure Projects from the stage of initiation till monitoring & control including planning, estimation & scheduling, integrating change control, planning risk responses and contingency planning.

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  Wipro

  Jun 2022 - now

  IT Infrastructure Project Manager

  Cyber Security & NetworksSingapore Datacenter migration - This program to migrate all the services from the current DC to the newly Built DC. My team’s responsibility to migrate Network and security related services from the old Datacenter to the new one. This program is one of the largest and complex programs initiated by Citi. Overall Program cost USD 280 Million Key differentiator - Developed a reliable migration strategy through multiple workshops and brainstorming sessions with SMEs- Highlighted the challenges and risk in all management meetings gain support- Added this program as everyone’s objective for 2022 - Published dashboards and newsletters to create awareness - Built partnership witho Business partners (For B2B, Partner facing application migration) o Business (for post-migration sanity testing and service downtime) o Application owners (Bringing down services and highlight dependencies)o Regulator communication for franchise critical component migration - Used multiple sources of data for dependency analysis ( LB, Switches, Servers, CMDB, Netinfo, etc)- Created a SWAT team for Firewall rule remediation program which is highly sensitive - Developed a Firewall rules analysis framework to minimize the analyze time- Formed a delivery teams with domain knowledge to understand the approaches for execution- Captured all dependencies and risks through detailed planning for mitigation & workarounds Show less