Sunil Khera

Experience

• 

  HCL Technologies

  Apr 2010 - Apr 2012

  Analyst

   Monitoring IT Infrastructure using HP-OVO and IBM Tivoli. Creating and Managing Incidents in ARS Remedy using ITIL as practice.  Quality check for all created Incidents Quality check for RCA’s for critical cases.  Tracking of Incident from Opening to Closure, with timely communication to business. Prepared SOP document to make better process. Joining and initiating Bridge call for Critical cases. Reviewing SLA performance and recommend corrective action.  Creation of Incidents and Service Requests for the supported applications, first point analysis on tickets and assigning them to L2/L3/ other service lines based on the scope. Incident management for Complete IT Infrastructure which comprise 10000+ Servers and Network devices. Analysing Backup schedules. ITSM Documentation Creation. Taking training sessions for new Joiners. Managing and preparing monthly SLA report. Adhering ITIL Process strictly.  Interacting with Customer and understanding their problem to raise incident accordingly. Assisting customer with L1 support. Show less

• 

  Wipro

  Apr 2012 - Sept 2013

  System Administrator | Process Coordinator

   Played a Vital role in successful transitioning Process for Bharti Airtel. Interactions with Bharti Airtel ITIL Process Consultant and understood Incident, Problem and change management process and prepared documentation and handed over to Wipro. Prepared the SLA’s for Incident, Problem and Change management. Implemented incident, Problem and change management for Wipro. Identified gaps in processes and plugged them. Provided Training of Processes to Wipro Team. Implemented best practices of ITIL in the project Worked as a spoke person for the team. Preparing monthly SLA reports. Joining Daily and weekly process kaizen meetings. Joining bridge call and represented Process team. Analyzing Incident Quality and making them correct if required. Preparing SOP’s for project betterment.  Escalating Incidents to other vendors if required. Managing Incident management process with other application vendors as per their defined SLA’s Representing Wipro in vendor meeting. Clear and effective communication with customer. Understanding customer pain areas and helping them to mitigate with process. Reviewing RCA for critical incidents. Show less

• 

  EVRY INDIA NORWAY

  Oct 2013 - Jun 2014

  Sr. System Engineer | Process Coordinator

   Received training and caching for Norwegian work culture. My key responsibilities were to stabilize and drive CSIPs for various processes such as - - Incident Management- Change Management- Event Management - Problem ManagementNeed to identify Gaps, mitigate them and implement complete adherence of ITIL lifecycle. Accountable to Identify, Control, Record, Report, Audit & Verify the Service Assets & Configuration Items. Worked for process enhancement & provided Knowledge Transfer sessions to other employees. Worked on Quality of Incidents, which were not adequate as per ITIL process, trained helpdesk and had knowledge transfer session for Incident Quality Improvement.  Worked with Monitoring tools team to make mature monitoring system, earlier there was lot of fake alert and some threshold values were wrongly defined which were impacting Incident process. Worked on Documentation part along with team and prepared Process and training documents.  Suggested plan to Improve Problem management. Worked and prepared Quality check documents for change management. Show less

• 

  EVRY India

  Jul 2014 - now

   Currently in Oslo and supporting service management process for very reputed Client. Primary Contact person for Complete Service Management Process. Taking care of Complete Incident Management Process and responsible for everything which include SLA, Kizen Meetings, Status Call and Task forces to solve the critical Incidents.  Manage effective Incident handling especially Priority-1 & Priority-2/ Outage Resolutions. Supporting customer from client site. Taking care of continuous service improvement process.  Appreciated by customer multiple time for working style. Identify gaps in current operations & drive CSIPs & bridge gaps. Accountable for managing end to end ITSM Operations across all teams and all vendors Managing multi-vendor environment. Identify areas of improvement in SM9 and drive the enhancements in the operations. Defined the processes and workflows in coordination with customer. Prepared Training material & share with offshore team Coordinate with other application vendor. Maintain good work environment and take responsibility. Always ready to accept change and accountable for given role. Ensuring that all IT teams follow the incident management process for every incident Reviewing and auditing the process Monitoring the effectiveness of incident management and making recommendations for improvement. Maintain well coordinate with onshore and offshore. Show less Transition Phase which include services management to move offshore. Traveled Norway twice on short Trip during this period. Which also included- Setting up the Process, Testing of the new Tools, Migration/Integration of Data from different repositories to a Centralized Database. Worked for process enhancement & provided Knowledge Transfer sessions to other employees on the newly transitioned processes Coordinate with Change Management Team on the newly introduced process enhancement program – IM Kaizen In Service Operations, I coordinated with IMAC, Incident, Problem Mgmt & Access Mgmt teams Worked on Incident Management & Service Request Fulfilment process Coordinate with various Application Management teams & Service Desk for meeting SLAs of Incidents & Service Requests Appreciated on numerous occasions by the client Maintained the Vendor Relations, Purchase Forecasts, Stock Re-order Levels & Stock Inventories for all the IT-Assets & CIs (Hardware & Software) for the Client across the globe Monitored SLA, Steady State Operations & Handling Escalations Took Knowledge Transfer sessions for new team members & train them on the current process as well as the forthcoming improvements as part of Service Knowledge Management System Worked on Standardization/Automation of Asset Management Database in SM9. Worked with SM9 team for requirement gathering & data inputs pertaining to various process for a re-defined regulated model Worked with Monitoring team to remove unnecessary /Fake alerts and prepared threshold for new services to be implemented in monitoring. Show less

  • Process Consultant | Team lead

    Jan 2014 - now

  • Sr. System Engineer | Process Coordinator

    Jul 2014 - Dec 2014
• 

  TietoEVRY

  Jan 2019 - now

  Incident Manager