Unnikrishnan Varier

Experience

• 

  VCustomer

  Sept 2006 - Jul 2007

  Technical Support Engineer

  Supported the US based customer for installing the Linksys devices. Troubleshooting of wired and wireless G & N - Series devices of Linksys Troubleshooting of the all the computers (Desktop & Laptop) for internet settings.

• 

  HCLTech

  Nov 2008 - now

  IT Service Management ITSM Process Implementation and Transformation: Deployed the Knowledge Management Process using solution database in Remedy and also created a reporting format for daily operations. Working on Configuration Management implementation using BMC Atrium CMDB 7.6.04, ADDM, Blade Logic, Client’s own database. Working on Asset Management (Contract Management) process definition. Created relevant material and delivered comprehensive training on Incident Management, Change Management, Problem Management modules.ITSM Tool (Process/tool enhancement as per operations need) Led the integration of BMC Remedy and Active Directory to achieve the single sign- on using AD account. Successfully upgraded client’s BMC Remedy system from 7.x to 7.6.04. Interacting with other support group for any new process implementation/modification as per operations requirement. Process walk through to customer and getting sign off of process related documentations. Scheduling/Conducting UAT (User Acceptance Testing). Preparing Initial format of report for new process implements in the operations. Taking care of Remedy(ITSM tool) related new requirement or fixes like creating a new Service Request, adding additional values/fields in different modules, etc and getting them fulfilled by preparing functional requirement Specification document and sharing it with Remedy Team. Show less Role: (Managed daily operations): People Management Queue Management  Floor Management  Tech support End user Escalation Management  Dispatch Management Monitor analyst phone and email ticket queues daily Analysis of Aging Tickets and Escalated Tickets on daily Follow Severity 1 Escalation Process (Backup) Team SLA Adherence  Providing Ticket Discipline feedback Huddles and Process Updates Analyst Performance Management Call Monitoring and Feedback Training Need Identification Conduct Process Critical Training Team Performance Management Client interaction regarding project SLA and process. Attend Client Meetings Team Meetings Team Appraisal (All reportees) Show less

  • Program Manager

    Feb 2022 - now

  • Deputy General Manager

    Feb 2022 - now

  • IT Service Management Consultant

    Aug 2007 - Nov 2022

  • Track Lead

    Nov 2008 - Mar 2011