Kushal Kumar

Experience

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  JPMorgan Chase

  Jun 2007 - Oct 2010

  Engineer Analyst

  Responsibilities:• Analyzing and resolving day to day Incidents • Providing Technical Support on Voice infrastructure, Administration and maintenance of Cisco & Avaya series of PBX’s (More than 800 systems globally).• Configuration, Testing and Monitoring of Trunks• Administration and maintenance of CMS ( Global Locations)• Administration & maintenance of Avaya Intuity Audix, Modular messaging Voicemail System(Global Locations)• Checking & troubleshooting the alarms and errors reported by Avaya expert system(Global Locations)• Attending conference calls with service providers and clients during link failure & Priority 1(High severity) issues thus reducing the total downtime during production and Interacting with service providers for new links testing.• Interaction with end users and vendors globally. Show less

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  Mindtree Ltd

  Jan 2011 - now

  Project Lead

  Roles and Responsibilities:• Had been to client location(Netherlands) for 3 months for Transitioning of the project• Successfully completed the Transitioning of project, Understood process & procedures followed by Clients in servicing their customers in Netherlands• Managing of Ticket Queues (Incidents / Changes / Release Management / Service requests) and ensure all the tickets are resolved within SLA• Managing the team of Avaya engineers• Providing L2 & L3 support on technical issues / Queries • Providing technical training to the team• Managing documentations, providing reports to higher management• Attending conference calls with clients and higher management on weekly, monthly and quarterly basis and whenever in need• Participating in Audits• Guiding the team about the process & procedures, motivate them to perform the day to day activities in an effective & timely manner• Responding to escalations Show less

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  MindTree Ltd.

  Jan 2011 - now

  Technical Specialist

  Responsibilities:• Managing of Tickets - Incidents / Service requests and ensure all the tickets & service requests are resolved within SLA by L1 team.• L2 & L3 support on issues / Queries raised by L1 Team • To guide L1 team about the process & motivate them to perform the day to day activities in an effective & timely manner.• Managing the shift handover sent by L1 team and do the assessment • Responding to any escalations from internal teams• Ensure all the health checks are taken care & managing the reports • Provide required reports to reporting team and Vendor management Show less

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  MINDTREE LIMITED

  Jan 2017 - now

  Project Manager