Mayur Negandhi

Experience

• 

  RPG Enterprises

  Apr 2000 - Oct 2000

  Trainee

  Responsible for maintaining and supporting Exchange 5.5 InfrastructureThe company used Exchange for its messaging services at multiple locations. Mumbai, Kolkatta, Delhi, Chennai

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  Nexstep Infotech Pvt Ltd.

  Oct 2000 - May 2007

  Team Lead

  IBM Lotus Notes and Domino Administrator with experience in various domains. Technical Support• Planning, Implementation of new server, Migration and decommissioning of servers and Day to day messaging activities.• Establish Process while working closely with customer to ensure smooth delivery.• Daily Incidents & SRM tracking by ITSM tools• Domino Mail Routing Configuration• Upgradation of DominoR.46 – Domino R5.x , Domino R6..x• Migration from cc:Mail to Domino R5• Co-existence of Exchange and Lotus Domino R5.x• Responsible for maintaining and supporting Exchange5.5 Infrastructure• Product Project Domino Application Implementation• Testing of Product Application• Track project status across portfolio• Troubleshooting Show less

• 

  Capgemini India Private Limited Mumbai

  May 2007 - now

   Operation Management• Responsible to manage day to day IT operations.• Managing Client Escalation. • Interface with Customer in case of MIM and Crisis.• Managing technical resources across different technologies to perform day to day activities. • Tracking of Service Level Agreement and ensuring internal SLA’s are followed and met. • Interface with relevant Stakeholders for all transversal Operations.• Identify and Implement Automation where ever applicable.• Identification of Improvements and tracing it towards closure.• Adapting the ASIS Processes and identifying the gaps. • Work on service improvement initiatives and Service Improvement Plans to improve service quality• Defining and Implementing the TOBE Processes. Conducted process trainings to the Delivery teams across locations on regular intervals. Show less  Service Manager• Negotiating with customer on the penalties associated with the SLA.• Driving the meeting with different stake holders during a critical/Major incident, keeping the client informed on the progress.• Responsible for delivering RCA to client SPOC as provided by Technical teams• Analyse changes and billing for changes wherever applicable.• Suggesting/proposing technological upgrades to client which helps in generating revenue and working with the project team to execute the projects.• Manage escalated issues raised by the customer.• Build relationships and rapport with client.• Having weekly meeting with the client and suggest service improvement plans.• Ensuring good asset management to track all CIs for billing Application Domain Manager• Understanding the requirement of the customer.• Co-ordinating with Customer and Technical Team.• Being responsible for domain and what is being delivered• Understand customer requirement and drive to closure• Communicating to Customer on Major incidents.• Validating the Change Request• Creation/Preparation of Change• Responding to different queries raised by Customer• Ensuring CRQ, Incidents, SRM are closed on time by Technical Team.• Provide technical RCA on major incidents • Risk and Impact analysis during transversal activities• Closely working with SM (Service Manager) to deliver quality service to the customerTeam Lead• Leading, & monitoring the performance of team members to ensure efficiency in project and customer support operations and meeting of individual & group targets.• Define and monitor Service Improvement plans within Team.• Streamlining the processes to ensure smooth functioning of support.• Driving incident, change, problem• Responsible for effective communication between the team and the customer• Resource Management within Team• Working on roadmaps action items with customer.• Provide technical RCA on major incidents. Show less

  • Operation Manager

    Oct 2016 - now

  • Senior Consultant

    May 2007 - Oct 2016