Nikunj Chheda

Experience

• 

  Bank of America

  Jan 2007 - Nov 2012

  Senior Analyst
• 

  GCX

  Dec 2012 - Jun 2014

  Incident Manager
• 

  NTT DATA India

  Jul 2014 - now

   Managing a team of around 70 members consisting of L1, L2, L3 & L4 from different domains. Reviewing daily ticket ageing reports across all domains and ensuring the ticket count is in control and maintaining SLA’s of same.  Supporting mixed breed of technologies Cloud (HyperV/VMware,), Microsoft, UNIX and ISP Network with multiple vendors involved. Handling complex & escalated Issues and ensuring that resolution is met as per customer satisfaction.  Reviewing daily Internal & Customer Infra changes being an active member of the CAB. Act as primary coordinator in situations involving BCP/DR Drills, Power and Network Outages or Maintenance. Reviewing weekly& monthly Operation & Vendor performance dashboard thus identifying support trends and implementing improvements required for Internal Members & External Vendors. Managing Datacenter operations with full accountability for the cost-effective, on-time management of critical functions with a focus on input / output data. Analyze repetitive Incidents on a Site Basis and raise Problem Tickets and pass them to the Problem Management for RCCA (Root Cause Corrective Analysis). Drive the efficiency and effectiveness of the Incident Management Team so that no SLAs are missed. Manage relationship with key customers, vendors & service providers to deliver effective, efficient and timely IT services to support Business strategies & objectives. Show less

  • Client Services Manager

    Jun 2021 - now

  • Operations Manager

    Jul 2014 - now

  • Major Incident Manager

    Jul 2014 - now