Jayaprakash Cp

Experience

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  Arrow Technologies

  Jul 2002 - Jan 2003

  Service Engineer Trainee

  • Assembling, Servicing and Maintenance of IBM Compatible PCs.• OS installation and Trouble Shooting• Configuration and maintenance of Ethernet based LANs.• Servicing of Inkjet, Dot-Matrix printers, etc.,• Worked as In-house Hardware Engineer in Dax Networks, Chamiers Road.

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  Celebrity Fashion

  Jul 2003 - Jan 2006

  Executive Systems

  Responsibilities:• Administrating Windows 2000 Server• Installing, Maintaining & Troubleshooting of Windows XP Pro• Maintenance & Troubleshooting of Third Party Mail Server PLASMA & Netmail Share• Maintaining and analyzing of Service Call reports of the Users• Responsible for coordinating for important modules of the ERP Package• Responsible for the Maintaining the EPABX System for the Branch• Responsible for Updating the Service Packs & Patches for the Server & Clients• Responsible for the Monitoring the Replication of the ERP Database• Responsible for taking data backup through windows backup and Datasafe Software • Responsible for Updating Symantec Antivirus 9.1 updates Show less

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  Microland Ltd

  Jan 2006 - Oct 2010

  Incident / Change Shift Manager

  Project (2): GE CompanyPosition: Incident / Change Shift Manager. Period : April 2009 to Oct 2010Responsibilities• Managing a team of Network Engineers/specialists who remotely manage worldwide GE Network IT Infrastructure (WAN Network/VPN/Firewall/Load Balancer) 24/7.• Develop, co-ordinate and promote incident management activities across the whole of and take responsibility for the effective functioning of the Incident Management processes across all support areas.• Ensure Proper resources are involved in Severity-1/ Highly Critical issues and resolves within SLA• Ensure that any service breach is suitably recorded and described before it is closed.• Participate in daily Incident Review sessions for various GE accounts.• SLA management on Incident and Change management. • Ensure Changes are implemented within SLA.• Stand as the point of escalation for internal as well as external customers and drive issues to resolution.• Actively manage the monitoring and resolution of stalled or breached jobs with all line groups.• Conduct team-meetings and discuss the timelines, status reports and operational issues.• New or revised process rollout for the entire team to ensure smooth operations• Identify and define the best practices for project support and documentationProject (1) : WNS Chennai Position : Sr.Engineer Responsibilities•Managing a team of 20 members, which includes (Service Desk, Desktop Engineers, Server Engineers, MIS and Logistics Executives.•Support Windows servers. Focus is on Service Desk and Service Provision Team to deliver ITIL Service in line with SLA's.• Proper Internal / External escalations are followed for all process.• Motivation of team members with constant interaction & team development giving career growth path.• Discussion with Technology head on weekly basis for finding any process lapse or process improvements required Show less

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  IBM

  Oct 2010 - Sept 2021

  Service Availability Manager

  Leading and managing the team of IPC team members and scheduling the shift accordingly. Manage and coordinate activities during overall ticket life cycle continuously follow-up with support team for relevant notification updates per SLA, and drive resolution. Communicate effectively with customers, providing regular updates and addressing any concerns. Approve emergency change request during Major incident Sev1 & Sev2. Real Time & continuous follow-up with global support teams for incident resolution. Ensure that the Incident record is fully updated prior to Problem Management handover. Preparation of Incident Timeline Report immediately after resolution. Chair Bridge calls for effective coordination on service restoration. Lead and provide guidance for all problem related issues across the client’s service. Handling project requirements and related issues. Handling Disaster activity request and related issues. Overall accountability for SLA compliance and the Process Metrics. Contributing to operational improvements through the service improvements plan. Achieve fail change target below 1% week on week. Zero deviation on closure codes. Following the PIR process on failed changes and action plan. Ensure 100% availability during standby / on call support. Refresher and New joiner training for accounts within pool.Support or complete quality Root cause analysis for all failed changes within timelines.Drive incoming ticket reduction, automation implementation in order to achieve operation efficiency in the pool at more than 8%Drive change closure above 98%Create a problem record for Severity 1 incidents and send RCA request to teamRaise problem tickets as and when required.Assess the possibility of a problem for repetitive incidents and open a problem ticket.Proactive problem managementSubmitting the RCA within the timeline.Following on action item until it gets closed.Maintain correct and complete information in the problem record. Show less

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  Kyndryl solution Pvt Ltd

  Sept 2021 - now

  Lead Service Availability Manager