Murugan Padmanabhan

Experience

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  Brigade Corporation

  Jul 2000 - Nov 2003

  Technical support engineer
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  Nipuna Services

  Jul 2004 - Feb 2005

  Senior Technical Support Associate
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  HCL Technologies

  Feb 2005 - Mar 2007

  Senior Specialist - Networks (Microsoft - NOC)

  Acts as first point of contact when clients call or email the Microsoft Service Desk.Act as an externally facing point of contact to facilitate handling of problem reports and maintain relations with network peers and vendors.Act as an internally facing point of contact to escalate technical issues and communicate network status. Oversee and execute planned maintenance work, minimizing impact to services.Troubleshooting user problems over the phone and with remote control technologies. Consistently, accurately, and in a timely fashion record all service requests and issues in the Service Desk ticketing system, triaging tickets to other members of the IT team when necessary or appropriateThe ability to manage, maintains, troubleshoot and support our customer’s networks, equipment, software and services.Update all tickets according to Service Level Agreements (SLA).End to end management of all Incidents. Perform incident analysis to determine possible cause and potential fix. Liaising directly with the clients. End to end management of all Service Requests. Provide detailed analysis of the problem.Interfacing and managing tickets with third party support groups.Interacting directly with Vendors. Show less

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  CSS Corp

  Apr 2007 - Oct 2012

  The role is primarily responsible for monitoring and controlling the functioning of multiple teams and processes in compliance with the SLAs. The role is also responsible for ensuring employee morale and driving corporate values & culture to the shop floor. Implementing policies, procedures and controls and for handling customer communication as defined in the communication matrix.• Acting as a single point of contact (SPOC) for the Event, Incident and Change Management Process.• Producing Incident Reports for Incident Management and Major Incident Management. Problem Reports, Trend Analysis reports for Problem Management and also drive the process framework for all action items.• Ensure NOC processes are aligned towards achieving committed SLAs.• Ensure objectives and goals of the NOC are met in relation to customer service down times.• • Monitoring Alerts on Remedy console and creating tickets and other activates like appending, putting a server in Maintenance Mode (suppressing the alerts during a planned activity) etc• Troubleshoot issues related to servers and networks like server down, unable to TS, Port enable and port disable etc.• Ensure accuracy and detail with all NOC trouble tickets, assist with prioritization and delegation when necessary.• Instigating Major Incident Reports (MIR) in order to establish root cause and lessons learnt to improve future service delivery to the business and external clients.• We also handle high priority incidents and outages, which involves initiating Bridge calls and sending notifications to the stake holders, customers and Engineering teams. • Provide technical support and participate in the Change Control Board and/or change control process• Skilled to undertake Service Improvements (SIP)• Formulating support structures, processes and procedures, for service desk staff and also a customer focused knowledgebase. Show less

  • Manager - Remote Infrastructure Support

    Apr 2007 - Oct 2012

  • Team Lead - Nortel Meridian

    Apr 2007 - Oct 2007
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  Servion Global Solutions

  Oct 2012 - Dec 2018

  Program Manager

  • Working with all the stakeholders to define and execute the engineering program. • Managing all the changes and issues with the stakeholders. • Making sure that the execution of all projects is carried out on schedule. • Defined new processes and streamlined the exsisting policies that are needed for the operations. • Executing the Operations Management tasks whenever required.• Handle Operational Issues• Ensure SLA attainment as agreed in SOW• Provide leadership and direction to Delivery teams• Experienced in building a NOC team from the scratch for 24/7 model• Trained the engineers to work under the ITIL Framework • Ensure continuous communication & coordination with client in the event of Sev 1 issues• Drive/Manage Crisis Management• Planned Business Continuity Plan• Responsible for generating invoice for the billing of the engineers• Own service quality for service provided by the delivery • Ensure continuous communication & coordination with client • Drives productivity in coordination with service lines • Maximize on-going revenue by building strong relationships with customers, discussing their operational issues• Understand client requirements, business opportunity identification, guidance, support and closure• Setting measurable objectives and reviewing progress, and appraisals, whilst developing and mentoring to maintain high levels of service desk moral.• Manage across several support groups, supporting a varied and wide range of platforms and environments Show less

• 

  IOPEX technologies

  Dec 2018 - Feb 2021

  Senior Project Manager
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  Relnet operations Pvt. Ltd

  Jun 2021 - now

  Project Manager