Sushant Sukumaran

Experience

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  Convergys

  Jan 2006 - Dec 2006

  Technical Support Officer

  IT Helpdesk operationsProviding technical support, answering support queries via phone, email and self-ticket.Quality of service of this 24x7 function.Maintaining information about Known Errors and Workarounds (KEDB)Extraction of weekly analysis report and its analysis from CA ticketing tool.Extraction of SLA report and investigating the reasons for SLA breaches on weekly basis from CA ticketing tool.Manage user accounts, groups, Objects, Applications using Active Directory Provisioning access to shared drives / administering troubleshooting distributed file system (DFS)Managing RSA Secure ID (VPN) Remote login issuesTrouble shooting Outlook / Lotus Notes related issues.Verify error and troubleshoot any failures or alerts, open incident tickets if necessary to work with technicians from other departmentsCreating and maintaining email profiles for users and so on. Show less

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  PanaCea Infotec

  Mar 2007 - Jul 2009

  It HelpDesk

  IT Service Desk role and desktop service support24X7 service with night and day rotation.Logging all relevant incident/service request details, allocating categorization and prioritization codesProviding first-line investigation and diagnosis and Resolving incidents/service requests when first contacted whenever possibleEscalating incidents/service requests that cannot be resolved within agreed timescalesKeeping users informed of progressClosing all resolved incidents, requests and other callsTroubleshoot with accounts AD/Lotus Notes account issues, locally or server. Management of Major and Severe impacting incidents primarily involving large scale infrastructure, issues or high risk data / application issues.Handling bridges and conference calls to understand the outages on the incident management level.Collating technical and business impact. Work with all IT teams in an effort to improve the overall stability of the production environment (inc. process and product improvements). Advising and consulting with other IT teams/Business partners on processes relating to Incident Management, Problem Management and Change Management. Producing metrics for daily, weekly, and monthly circulation with focus on KPI’s, trending, and analysis for IT groups and Management. Communication with remote team and/or internal groups to report or resolve system related or network issues.Work with third-party maintenance, co-location facility staff and major internet backbone providers to identify and resolve customer affecting network, hardware and software issues in a timely manner.Approving Emergency Change Requests.Guiding team members to work on cases and keeping them updated with process related changes and updates. Show less

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  Hutchsion 3 Global Services (H3GS)

  Nov 2009 - Mar 2014

  Customer service

  Customer service for Mobile Broadband Technical service for Ireland, Australia and UKLiaising with business Teams, IT as well as external vendors on an on-going basis for extending support to existing & future projects and seek timely solutionsServed as a liaison between the internal Customer and the Onshore CPD/NOC teamAct as a Liaison between technical team and operations management to meet requirementsProvide analysis and recommendations in coordination with elements and structure of new application launches and existing systemsPerforming User acceptance test immediately after every build for phones and software updates.Served as a liaison for internal business entities in designing and implementing functionalities` Collaborating in the planning of new product decisions and enhancements to existing applications. To take ownership of implementation process with clients/customersComprehensive knowledge and experience of handling Operational and non–operational functions, including voice and non-voice.Work in a high-pressure productivity-based environment where deadlines are critical.To provide high Quality and Effective services for my portfolio. Ensure effective mechanism is in place and implemented to identify and achieve individual potential at all levels to meet business objectives and to ensure effective succession plans are in place.Regularly and effectively communicate Groups initiative, policies and other activities to the team members. Show less

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  Altisource

  Mar 2014 - Sept 2016

  Incident Management Analyst

  Executes the Incident Management process tasks in adherence with global and local requirementsCoordinates and manages the Incident Management process activities across the global factory and with external suppliers to agreed global and local SLAsEscalates risks and issues to the Incident Management Regional Process OwnerSupports Incident Management reporting (KPIs and customer SLAs)Assists the Incident Management Global and Regional Process Owners in driving Service management best-practice and ITIL process standardizationAssists the Incident Management Global and Regional Process Owners in ensuring consistent end-to-end application of the Incident Management process across their account(s)Assists the Incident Management Global and Regional Process Owner in identifying and planning for Incident Management process improvement projectsDrives implementation of standard execution of the Incident Management processAssists the Incident Management Global and Regional Process Owners in driving cross-account process standardizationAssists the Incident Management Global and Regional Process Owners in standardization to enable offshore targetsIs responsible for the complete process adherence and handling of incidents according to SLAsIs responsible for acting as an escalation point to expedite incident resolutionIs responsible for handling P1 incidents and escalating to Major Incident Manager when it becomes a Major Incident Show less

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  Royal Caribbean Cruises Ltd.

  Sept 2016 - Aug 2022

  Currently working as IT Infrastructure Support Specialist and managing the systems for fleet voyage IT operations.

  • IT Infrastructure Specialist

    Sept 2016 - Aug 2022

  • IT Infrastructure specialist

    Sept 2016 - Sept 2016
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  Wipro Technologies

  May 2022 - now

  IT Service Manager