Experience

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  Css corp

  Aug 2008 - Mar 2010

  Technical support engineer

  • Technical Support Engineer for US Voice Process• Providing technical support to users using VoIP services• Respond to customer calls and troubleshoot the technical faults of the VoIP router.• Escalate issues to escalation leaders as and when necessary• Record details of problem• Respond promptly, handle and resolve customer complaints.• Increase customer satisfaction

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  Standard chartered - scope international

  Apr 2010 - Aug 2016

  •Verification of Quality, Business Impact-Risk and Analysis of changes in Mainframe and Non Mainframe environments (Midrange, SAN Storage, Networking, E-Business environments)•Ensuring change implementers are identified and documented in the change record.•Ensuring each implementer records their task details in the change record text.•Ensuring implementers or alternate resources will be available per the change plan.•Ensuring each role in the change can be completed within the allotted time frame.•Identifying and communicating any scheduling conflicts as well as cross-functional task dependencies. •Identifying the risk and impact of change implementation on clients and operations of the bank globally.•Ensuring Implementers identify and document clear blackout procedures if the change is unsuccessful.•Ensuring and validating the appropriate level of testing required ensuring a successful change. •Ensuring that the change status is completed before closing the change.•Organizing & chairing CAB (Change Advisory Board) across the bank, Purpose of CAB is to review all potential high risk change request.•Involved with CSI, as part of Service Improvement plans and we Identifying process gap to introduce new process to close the gap•Involve in Critical & major change planning, such as data Centre disaster recovery, firewall reboot and upgrade procedure and implementation s well as other regulatory IT requirement locally for all countries for SCB Bank.•Acting as an escalation point of contact for Process and day to day queries regarding changes.•Attend to Country Service Review Meeting will respective stakeholder to ensure that the team meets the SLA agreed with business users•Ensure process risk mitigations and deliverables in line with Audit requirements and adherence to the specified standards of Quality & Audit/Risk requirements Show less • Manage and coordinate activities during overall ticket life cycle • Ensure that the Incident record is fully updated prior to Problem Management handover • Responsible for sending all Incident notifications as per agreed process • Chair bridge calls for effective coordination, incident resolution, service restoration • Real Time & continuous follow-up with global support teams for incident resolution Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution • Follow the Global Service Restoration Management Process • Ensure Incident Timeline Report is created immediately after resolution • Contribution to ongoing process & operational improvements• Responsible for addressing incidents, disasters, security threats, or any event that will cause a disruption to traffic flow on the bridge or tunnel.• Focused on reducing incidents and their impact on an Organization's operations.• Pro-actively identify and resolve the problem before the incident occurs following Trend analysis targeting support action providing information to the Organization• Analyze daily application problems, system related issues and handle data recording for trend analysis• Responsible to prevent recurrence of incidents in IT infrastructure• Responsible to provide quality input, remedy data to Root Cause analysis, Trend analysis and post-problem review process. Show less

  • Change Controller

    May 2014 - Aug 2016

  • High Severity Incident Manager

    Apr 2010 - May 2014
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  Cognizant

  Aug 2016 - Dec 2021

  Responsible for end to end management of the program delivery- which includes service delivery processes- transformation- cost optimization- people practices- customer satisfaction- contractual deliverables- risk management- internal & customer governance and enable business growth. Business / Customer: • Work closely with account management/vertical team for customer satisfaction• Work closely with internal stakeholders and customer to ensure proper alignment to business objectives . • Establish robust governance and ensure compliance • Adhere to SLA compliance and delivery of project status/SLA reports • Identify- initiate and implement Continual service improvement and transformation plans• Proactive Risk Management Project/Process: • Adherence to process compliance based on organisation standards- frameworks and tools • Ensure that all teams comply with processes as part of service delivery• Ensure that responsibilities related to administration are met by the Leads (such as time sheets- shifts- weekly reviews)• Ensure availability of required infrastructure for efficient delivery• Responsible for optimum resource planning and management• Setup regular customer meeting for project / engagement updates based on the Governance plan• Rigorous implementation of critisit- change mgmt. and escalation mgmt. processes People / Team: • Responsible for creation and implementation of learning plans and skill upgrade• Responsible for Performance management and career development of the team members• Responsible for driving Reward & Recognition and employee engagement• Encourage Team to contribute and participate in training programsOrganization: • Drive organizational initiatives through effective communication with the team• Participate in recruitment programs (Campus and lateral) • Participate in any academy knowledge sharing and innovation ideas• Comply with practice/organization defined timelines for various initiatives Show less Business / Customer•Understand and articulate complex problems related to the specific technology•Capture and present project’s capabilities to prospective clients in a way that highlights the unique selling proposition of Cognizant solutions•Interface with community network to retain technology competitiveness.•Work with the client team to address escalations.•Implement change requests and engineering tasks.•Lead the technical discussions in customer governance calls•Interact with the user / customer / first level management Project / Process•Handle specific technologies within projects•Participate in technical audits.•Identify opportunities for automation, standardization and stabilization of environment.•Understand technical requirement and translate into design•Prepare/update/review run books/SOP/knowledge articles on specific technology areas.•Plan Prepare and execute change process and change implementation and standardize the change process•Contribution to reducing COD by performing the following: 1.Left shift, 2.Identifying and driving the CSI and automation initiatives. 3.Prepare templates, checklist and guidelines on Due diligence, Transitions and KTPeople / Team•Enabling the L1/L2 team members to enhance their skill sets•Deliver technology training through Academy and/or within project group for technologies/ tools•Participate in recruitment and act as a buddy to new hires•Proactively support team building and on boarding efforts via mentoring contributions•Contribute to knowledge management activities by creating case studies, technical artifacts, and reference architectures related to your technical domain. Show less

  • Manager

    Feb 2021 - Dec 2021

  • Associate Operations Manager

    Aug 2016 - Feb 2021
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  Wipro

  Dec 2021 - Mar 2022

  Project manager
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  Cognizant

  Mar 2022 - Aug 2023

  Infrastructure architect

  Skills: Process Improvement · People Management · Supervisory Skills · Project Delivery · Customer Service · Global Delivery · Service Delivery Management · Continuous Delivery · IT Service Delivery · Operational Excellence · Integrated Project Delivery · Program Delivery Management · Technical Project Delivery · Service Delivery

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  Standard chartered bank

  Aug 2023 - now

  Associate vice president