Ujjwal Kar

Experience

• 

  Datacom

  Jun 2014 - Jan 2019

  Technical Engineer
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  Exato.ai

  Jan 2019 - Dec 2022

  Technical Specialist
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  ABS INDIA PVT LTD

  Jan 2023 - Mar 2023

  Senior Solutions Architect
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  Wipro

  Apr 2023 - now

  Senior Engineer

   Handing team of 5 member and Ensure that all direct reports adhere to operating procedures and standards in delivery of outsourced engineering services to clients to meet and exceed service level agreements Taking Daily status call with internal team, Ensure all incoming tickets are appropriately assigned to the engineers and follow-ups are performed to close the tickets within the agreed SLAs Organize weekly status call with Client, Maintain a comprehensive list of client requirements, scope of deliverables, technology and the delivery model Maintaining ticket information and details on daily basic Handling Unify Product & Cisco cucm Responsible for Support, configuration and fault management process implementation Assist with the development of a managed services engineering strategy, operational processes, standards and policies Initiate and implement engineering framework based around ITIL including SLAs and KPIs Develop and ensure the Support of procedures in terms of incidents, root cause analysis, problem management, communication and incident management Work or follow-up with the Engineering teams on critical issues and be a point of contact to clarify if any process, procedural, accountability issue arises Establish and generate operational and business reports with keen focus on analytics that help meet or improve client service levels Produce breach and other reports that are necessary for the correct operation of processes, identifying failures and short-comings in the current processes and make and ensure the implementation of improvement initiatives Liaise with relevant stakeholders including client IT environments, vendors, carriers and Wipro colleagues to expedite diagnosis of errors and problems and to identify a resolution Engage internal teams, Wipro And Borealis stakeholders, regions, countries and clients to capture client feedback and/or to discuss possible improvements to services provided Show less