Experience

• 

  Cerner corporation

  Apr 2012 - Oct 2021

   Monitor system and application alarms (charting, RRD, CRM, Ops job scheduler) through the Cerner Alert monitoring tool Monitoring Front end (Windows server), Back end (Linux based servers), Middleware and Database of client systems. Troubleshoot the alarm as per the standard process and procedures Escalate and report the service/system outages to next level of Associates or Tech Leads on need basis  Document and close alarms on incident closure Participate in problem management to identify recurring alarms Accountable for Service Delivery as per SLA’s, CAM MTTA, MTTR and KPI targets. Show less

  • Team Lead - Lead Technical support Engineer

    Jun 2014 - Oct 2021

  • System Engineer

    Apr 2012 - Jun 2014
• 

  Capgemini

  Oct 2021 - now

  Understand and validate the Scope of transition for the Service Management and service Analytics stream, and manage and lead the implementation of the same.• Plan, Develop, and Manage project plan to ensure deliverables are reviewed and tracked throughout the life cycle of the project.• Provide oversight and direction to the implementation team to ensure the deployment meets the project specs and requirements.• Worked on and completed multiple projects and tasks with limited supervision, managed multi-functional projects, end-to-end implementation, and deployment, managing collocated/virtual project teams.• Identify Risks in ongoing transitions and effective plan risk response & implement mitigation in timely manner.• Ensure Project Status updates are communicated to senior management & and clients as per the agreed frequency.• Identify opportunities for improvement and establish standard processes for transition management. Drive these findings to closure as part of continual improvement.• Facilitate and drive Demos of developed Applications to Clients and senior Management as needed.• Follow up on completing all configuration requests (ongoing, new, pending design / build request) in Client ITSM. Show less • Lead & manage Incident Management, and problem management responsible for SLA compliance.• Drive the daily/weekly standup meeting with the domain leads.• Driving automation initiatives that are not limited to improving response time, reducing human errors, improving the KB, etc.• Creating and maintaining management reports and dashboards that provide insights into incident trends, resolution SLAs, and other performance metrics. Driving continuous improvements based on the data.• Managing and coaching the Support Team· Work with HR for Onboarding new hires.• Facilitates Capgemini standard processes for ITIL core functions such as Major Incident Management, Change Management, and Problem Management.• Working closely with onshore and offshore teams to deliver sustainable services.• Point of contact for process-related questions or issues and facilitates process-related meetings such as Daily operations, Change Advisory Board, and Problem Review Board.• Audit completed RCA’s Make sure that the quality of RCA’s is good enough for approval. Work with Tower leads and SMEs on Rework RCA’s.• Identification and implementation of corrective and preventive actions identified in the RCA's.• Collaborates with Tower Leads and Technical Team to ensure consistency of delivery, adherence to standard practices, and continuous improvement.• Review incident, problem, change and aging tickets and work with resolver group members to ensure compliance with process guidelines.• Accountable to own the process performance, deliverables, and improvements related to Problem management.• Participate in daily Stand-up sessions with application support teams.• Identify areas for process improvement and implement best practices to optimize service management within the team.• Ensure incidents and service requests are handled effectively, efficiently, and in line with agreements.• Managing and coaching the Support Team · Work with HR for Onboarding new hires. Show less

  • Project Lead

    Mar 2023 - now

  • Manager

    Oct 2021 - now