Prashant Singh Chatrapati

Experience

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  Resource Square Solutions Pvt. Ltd.

  Apr 2010 - Oct 2011

  IT Analyst
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  Facebook

  Oct 2011 - Jun 2019

  Lead -IT Operations Engineer

  -SPOC for three Facebook buildings for any IT related issues.-Ensuring highest levels of customer focus and collaborative working for incidents and problems that are presented and escalated, as well as when necessary.-Multisite IT operations handling Hyderabad / Bangalore.-Work closely with senior leadership to define policies, procedures by evaluating organization needs; identifying problems; evaluating trends; anticipating requirements-Worked as SPOC for IT, New Infrastructure builds of FB new Office.-Being the first point of contact for end-users to receive support and maintenance within the organisation’s desktop computing and application system environment (Both local, as well as remote). -Troubleshoot problem areas in a timely manner, ensuring clear and effective communication throughout the cycle of support. Providing end-user assistance as and when required.-Using performance reporting and user analysis to identify appropriate user training initiatives to ensure the highest levels of knowledge and adoption of technology in relation to the software and systems that Facebook utilises.-A stakeholder for driving enhancements and improving support for Facebook’s overall IT infrastructure.-Driving internal communication and priority within the business and liaising with Facebook headquarters to ensure constancy across organization.-Project manage field-specific components related to operational goals (new offices, office relocations, mergers & acquisitions).-Proven relationship skills that transcend technical spectrum as well as multiple geographical locations.-Participating with 3rd parties in the development and maintenance of service level agreements.-Assisted engineers in troubleshooting/resolving issues or outages that impacted the site.Managed vendor/supplier relationships in the development and maintenance of service level agreements. Show less

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  Accenture

  Dec 2011 - Oct 2014

  Infrastructure IT Operations Analyst
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  JPMorgan Chase & Co.

  Nov 2014 - Feb 2015

  IT Operational BAM – IMCC,

  -Monitoring and scheduling Mainframe jobs/Control M jobs, and providing client support via telephone and e-mail.-Find solutions and resolve incidents or issues like file transmission, BAM dashboard, auto tickets on disk space/process related, duplicate files, Control-M related-cases (such as job failure, modifying and monitoring of Control-M alerts, ITSM's, Units of work not closed, bouncing of services on servers, LOB specific report generation etc.; will take action quickly to mitigate the issue prior to customer impact or financial loss to the organization.-Maintains daily log of all system disruptions, escalating problems appropriately. Worked on User administration setup/managing account based on request, monitor system performance and Provide shift turnovers of current issues and activities and Documenting and updating tickets with the proper description. -voiding customer impacts by proactively monitoring and troubleshooting business application.-Restarting of services and unlocking of batches on Windows servers. Running SQL queries on DB2 Squirrel and Microsoft server to get the file details, change the file status & to pull various reports and Running SQL queries to re-run the jobs which are failed. Show less

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  Milestone Technologies, Inc.

  Jun 2019 - now

  Lead - IT Lead / Remote Support Lead / IT Support Lead Milestone@Uber

  -Leading IT Operations/IT infrastructure/People Management/ Service Desk Technical Support Team for Greater India Team (Delhi/ Mumbai/ Pune/ Chennai/ Kolkata/ Ahmedabad)-Leading the 24/7 India Support team.- Project Management Collaborate on Cross-Functional Operational initiatives, identify processand systems gaps and partner with Milestone and the client’s operations and capacity planningteams to drive business results.- SPOC for IT related issues for Greater India - Worked as SPOC for IT, New Infrastructure builds of Uber new Office- Works closely with Service Desk Management to coordinate, prioritize, and maintain- optimal service execution to goals and expectations of key performance indicators.- Delivers coaching and feedback in the moment, conducts 1:1 with individual team members,lead team syncs.- Monitors chat and tickets to ensure quality and identify coaching opportunities.- Sets goals and objectives for the team, holds team accountable.- Acts as escalation point for technicians and Service Desk customers.- Communicates with Managers and provides weekly report of team performance.- Delegates tasks and responsibilities based upon individual strengths to achieve maximumefficiency.- Ensures compliance with policy and process.- Creates and implements training for new processes and initiatives.- Participates in hiring for open positions.- Action oriented, detail oriented and motivated to do what’s best for the customer and the team.- Makes decisions in a timely manner, sometimes under tight deadlines and pressure Show less