Experience

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  Wipro infotech

  Jan 2008 - Apr 2009

  System support engineer
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  Ibm india pvt. ltd

  Jun 2009 - Apr 2013

  Data center operations lead

  -Transition of Datacenter Infrastructure & Server Staging.-Managing Data Center operations with full accountability in a 16hrs x 6 days Hands & Feet support environment maintaining around 700 servers & Network devices.-Served as primary point of contact on a 24-hour, 7-days-a-week basis, in charge of coordinating critical disaster recovery.-Delivered excellence in customer service through situation analysis and timely resolve of escalating problems.-Working with Project managers for the completion of projects within the committed SLA’s, meeting deadlines.-Change Management—Responsible for Tracking all the changes for the server deployments in the production and development environment.-Incident Management—Track the Incidents & ensure the SLA is achieved.-Asset Management – Own & Manage the Asset Database.-Procurement & Vendor management.-Tracking the orders and receiving the hardware.-Primary point of contact in de-commissioning of old servers \Switches \Router \Fiber \Storage Devices.-Strategic planning & architecture for installing racks \ Patch Panels\ Servers\ Switches \ Storage Devices.-Media Management which included daily tapes activity and sending them off site. -Daily walkthroughs to keep a track on faults \ alerts on all the servers and network devices.-Leading a Team on 15 members supporting onsite physical devices. Show less

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  Hcl infosystems ltd

  Aug 2013 - May 2014

  It site incharge

  -Handled a team of around 25 Engineers (L1 Support and L2 Support) including Helpdesk support staffs.-Identifying & catering to specific needs of all Service Desk customers.-Holding regular interactive forums with customers, end-users & support teams.-Conducting regular Customer Surveys and monitoring the Customer Satisfaction index for the Service Desk.-Devising Service Improvement Plans.-Providing periodic reports to senior management.-Quality Management, ensuring the delivery of a consistently high quality of service.-Devising, implementing & monitoring metrics for measurement of service quality.-Implementing corrective measures and training programmes, wherever required.-Periodic validation of Service Desk quality by third parties & customers.-Ensure all necessary access and tool are available and working for all staff at all times.-Ensure timely updates and escalations are made to Senior Manager at all times.-Ensure Standard Operation Procedure documents are kept up to date at all times.-Incident and Service Request Management.-Ensure a speedy resolution of all incidents and providing timely and accurate feedback to end-users.-Ensure proper follow up all incidents and handling of service requests with timely action.-Ensure timely escalation of all high impact incidents.-Ensure proper notification is been sent to stakeholder with necessary approvals in place. Show less

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  Aon india services pvt ltd

  Jun 2014 - Jan 2016

  Operations lead

  -Working as Operations Lead & handled team over 22 engineers (Desk side support staff and helpdesk) for client level support.-Responsible for AON’s IT service delivery & operations in Gurgaon supporting employee strength of more than 5500 with an assets base of more than 7000. -Incident, Request and Problem Management. -SLA tracking and Daily Reviews within the Team/ Management.-Management of escalation queue.-Major incident Management in coordination with NOC/Global teams/Business observed by India Service Delivery.-Asset Management - Store Management, IMAC Validation, Asset Disposal, Asset Onboarding, Monthly audit etc.-Working on Process Optimization for Continuous Service Improvement.-Getting the BCP (Business Continuity Plan) plan implemented from respective business so that IT readiness is there.-Data Center onsite hands and feet support for Global Teams.-Contracts and Vendor Management.-Complaisance and Compliance documentations - Storage Media, Applications etc.-Capacity Planning- Desktops/Laptops/Consumables (Review capacity, replenish / purchase / move).-Project work support- Tracking and executing all projects initiated within ISD.-Initiating approval & purchase requests against damage and break fix cases.-Responsible for oversight on system administration, network administration, telecom and quality control.-Preparing accurate and timely Reports like; KPI, Quality and other related reports. Show less

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  Dubai airports

  Feb 2016 - now

  System engineer - datacenter & messaging

  Managing Azure, Office365, Intune, Teams InfrastructureManaging Identity platform, OKTAManaging Exchange Server, Active Directory, PKI Certificate InfrastructureManaging Messaging Gateway, ProofpointManaging DNS service, Infoblox Managing Outlook Exclaimer Signature Solution, GroupID automation serviceManaging SSL Certificate Auto Renewal, DigiCertManaging Manage Engine Products, AD Manager Plus, AD Self Service, AD AuditManaging Data Center Operations