Pavan Kumar

Experience

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  HCL Infosystems Ltd.

  Feb 2005 - Apr 2007

  Customer Specialist
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  Vinsys

  Mar 2007 - Jan 2011

  Junior System Administrator
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  NSEIT

  Jan 2011 - Sept 2014

  Regional Support Specialist
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  Collebra Technolgies

  Sept 2014 - Sept 2015

  System Administrator
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  J P Morgan Chase India Private Limited.,

  Sept 2015 - now

  Technical Support Operations Manager

  • Managing Service Operation and Production Support team of 4 members for Daily Regular Operation activities.• Leads the culture of continuous improvement by identifying projects and initiatives and obtaining customer or senior leadership engagement and then delivering.• Daily Team huddle, Task Distribution, On Boarding of new task as on Application Based.• Incident Management, Request Management, Change Management,• Reports preparation and Multiple dashboard Creation from Vulcan tool & ServiceNow.• Knowledge Management documents processes, procedures, and troubleshooting activities to improve the efficiencies and effectiveness of the Service Desk, Technologists, and Operations (entire I/S Division).• Oversees the architecting and delivery of end-to-end solutions which includes technical implementation of ITSM and ITIL processes, workflow customization, ticketing, process building, report development and dashboard creation.• Excellent Knowledge on SLA Management, understanding the client requirements• Monthly SOD Report Preparation, Monthly Status Report, Weekly Status Report and multiple SLA reports from Service Now.• Supporting large-scale web and Business applications and infrastructure as a technical Incident Manager.• Meeting and improving established service delivery SLA’s• Experience on JIRA, HP Service Manager, Confluence, SharePoint, Active Role Servers, Citrix Director, Splunk etc.• Knowledge on SLA Management, understanding the Employee requirements• Identifying Risk, challenges faced in operation and mitigating the challenges with solution.• Strong Knowledge on Virtual Platforms, VPN Show less