Ashish Antony

Experience

• 

  GTL Limited

  Nov 2010 - Mar 2011

  MSC Engineer

  - Administered entire maintenance and support operations as Shift & O&M Team Lead.- Conducted preventive maintenance through regular tests and check-ups.- Extended complete support for performing daily, weekly and monthly MSC health check-ups. Rendered assistance in executing O&M activities.- Ensured regular CDR, Command logs and Data Backups.

• 

  Nokia India pvt ltd

  Mar 2011 - Jan 2013

  Technical Solutions Engineer

  - Hosting DHS (Daily High Severity) call with the stakeholder and reviewing through all the P1’s raised in last 24 hours.- Weekly call with the Application owner / support team for change and release management activities.- Conducting debugging and offering technical solutions for high level issues faced by the end users.- Executed Product owner responsibilities for various services of Nokia (Nokia Store, Nokia Music, Nokia Maps and Nokia perks)- Handling end user escalations and incident management for services using ITSM.- Uploading the ready to go SW releases to operators and creating official documents mentioning the date of release and features.- Acting as SPOC for clients (AT&T, Verizon, etc.); updating them on the new releases and patches; performing monthly reviews in order to facilitate requirements.- Mentoring members as per the process the new team requirement on various services. Show less

• 

  Magna Infotech Ltd.

  Dec 2013 - Apr 2014

  Duty Manager

  - Deputed as Duty Manager in the client (Microsoft) location.- Manage High severity incidents and ensure that they are resolved within specified SLA.- Collaborating with engineers and Technical Account Manager (TAM) for critical cases which have high priority.- Managing the engineer resource so that each ticket is taken care and solution is provided to the customer.- Scheduling and Moderating weekly service availability and process review call.- Coordinates meetings to resolve problems.- Generating daily and weekly reports on Critical cases. Show less

• 

  Vodafone India Services Pvt. Ltd

  Aug 2014 - Jul 2016

  Information Technology Analyst

  - Liaise with Service Managers as a focal point for all high priority & Major incidents.- Represent the team while leading a Sev1 and Major incident.- Provide technical direction and coordination to resolver groups involved.- Identify trends and potential Problem sources (by reviewing Incident and Problem analysis).- Perform and publish sanity checks of critical applications and servers on a daily basis.- Arrange and Co-Ordinate Bridge calls (Technical and Management Bridges).- Send IT Service Communications to the business and stakeholders with timely updates.- Maintain and Update Service Catalogue and KEDB. Show less

• 

  Ingersoll Rand

  Aug 2016 - Dec 2017

  Information Technology Analyst

  - Handling high severity incidents related to enterprise infrastructure.- Coordination between resolver groups towards service restoration.- Attend and contribute in Bridge calls (Technical and Management Bridges) for better service delivery.- Send IT Service Communications to the business and stakeholders with timely updates.- Chairing ‘Daily High Severity Incidents and Change review call’ and validate the severity level of recently resolved/recently raised high priority incidents.- Use the Escalation matrix appropriately to get the required level of focus from technical teams. Show less

• 

  Boeing

  Dec 2017 - Apr 2021

  Senior Analyst

  - Coordinate and convene resources to rapidly restore service.- Engaging resources across functional and geographic boundaries while communicating timely status of major incidents across the enterprise.- Initiates action to resolve recurring problems and defects within the IT infrastructure.- Ensure major incidents are resolved within the SLA.- Lead Bridge calls (Technical and Management Bridges) for better service delivery.- Carrying out service management calls with stakeholders on monthly basis.- Played a key role in analysing potential risks, identifying critical systems, and designing recovery strategies to ensure business continuity.- Successfully executed IT disaster recovery procedures during real-life incidents, minimizing downtime and ensuring minimal data loss.- Generating daily, weekly Major Incident Reports and MTTR reports for the higher management on Critical cases.- Working closely with Problem Management team in identifying the patterns of problems and recommending solutions through Root Cause Analysis.- Performing people management activities, scheduling and on-call management. Show less

• 

  Dell Technologies

  Apr 2021 - now

  Service Delivery Team Lead

  - Developed and managed complex, enterprise-wide information technology (IT) project plans and deliverables across multiple countries, ensuring adherence to project management lifecycle.\- Managing end-to-end IT projects, including schedules, risks, scopes of work, and customer relationships.- Collaborating with internal and external stakeholders to design and deliver solutions for service quality, efficiency, and innovation.- Overseeing the Business Technology needs and the Major Incident Response Team for the various Business Units, ensuring timely and effective resolution of customer-facing product outages or service degradation.- Adopting practices with commitment to values of diversity, inclusion, transparency, and social impact.- Provided regular project status updates to stakeholders and management, ensuring transparency and effective communication throughout the project lifecycle.- Performing After Action Reviews to identify impediments and areas of improvements and carrying out process improvement plans.- Engage and collaborate with various teams/resources across functional and geographic boundaries to conduct regular disaster recovery drills, evaluating the effectiveness of the plans and identifying areas for improvement.- Initiated corrective actions to resolve recurring problems and defects within the IT infrastructure.- Lead high Severity Management bridge calls to ensure stakeholder communication and updates are in order for better service delivery.- Performing people management activities, auditing, reporting, scheduling, on-call management and task management.- Maintain a high degree of morale and efficiency by providing ongoing support and motivation to team members. Show less