Luv Johar

Experience

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  Dell Technologies

  Nov 2009 - Apr 2010

  Associate Technical Support Engineer

  • Supporting all the Dell US customers over calls and emails, creating hardware part dispatches & ensuring that first call resolution is provided on all calls.

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  Lazard

  May 2010 - Jun 2011

  Technical Support Engineer (Enterprise Services Group)

  24x7 Support for 8000 investment bankers across the globe

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  Thales Digital Identity and Security

  Jun 2011 - Jun 2015

  APAC Regional Lead For Safenet APAC Helpdesk Team & Global NOC Operations Team

  - Infrastructure Support Management- People management skills(Team Lead for 21 resources - 6 Helpdesk resources and 15 Global NOC resources)- Conflict Resolution Skills- Functional / Technical / Hierarchical Escalations Handling Skills- Alert / Event / Outage / Incident Management Skills- Procurement Management Skills- Asset Management Skills- IT Security Management Skills

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  Dorling Kindersley Publishing

  Jun 2015 - Aug 2016

  Manager IT

  - IT Project Management Skills(Responsible for Leading / Initiating / Supporting / Handling Several IT Infrastructure Projects For DK India Office)- Monitoring helpdesk performance parameters: OLAs, SLAs, AHTs, FCRs, RCA reports & incident trend analysis.- Vendor/Supplier Management, - Procurement Management & Financial Management - IT Asset/Inventory Management - Incident/Event/Alert Management- Major Incident/Outage Handling/Change Management - IT Security Management Show less

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  Oceaneering

  Sept 2016 - Dec 2016

  IT Infrastructure Operations Manager

  - Leading the 24X7X365 Global NOC Operations & Global Server Monitoring Teams in the Infrastructure Operations Center.- Major Incident/Outage Handling/Change Management- Incident/Event/Alert Management- Working closely with Global IT security team- Disaster Recovery Drills- Infrastructure Maintenance

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  DK

  Jan 2017 - May 2024

  Senior Information Technology Manager

  Ensured adherence to all Bertelsmann and PRH security, process, and software-related compliances. Coordinated with global DK Technology teams, ensuring ERPsystem functionality without issues under ITGC compliance guidelines. Conducted regular reviews, updates, and enforcement of Information Security and ITpolicies, ensuring alignment with industry standards and best practices. Established and executed a comprehensive risk-based audit plan, fortifyingInformation systems and security across the organization, contributing to enhancedrisk management. Procured and enabled Cloud Solutions for web hosting, strategically aligning ITinfrastructure with scalable and efficient cloud technologies. Spearheaded various IT service processes, including incidents, problems, and changemanagement. Organized IT process milestones and activities across all supportfunctions, ensuring operational efficiency. Led diverse operations, focusing on KPIs, OLAs, and SLAs management (ServiceLevel Agreement). Achieved excellence in team utilization, CSAT (CustomerSatisfaction), resolve and closure rate, RCAs (Root Cause Analysis), headcount, andforecasting. Show less

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  Protecte Academy

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  Associate Director