Mithun Venkat

Experience

• 

  ER Textiles

  Dec 2008 - Dec 2010

  EDP Engineer

  Providing design and deployment for Network infrastructure.Cisco 1800 series routers, Linksys, D-Link, 3-Com, & Cisco 2950, 3550, 3560 4500 series switches.Cisco wireless products include AP’s. Managing File server, print server, application server, Domain controller and ADC.Inventory Management (Keep record of IT assets) & Software license management.

• 

  GMR Group

  Jan 2011 - Jul 2013

  SENIOR NETWORK ENGINEER

  Preparing High level & Low Level Diagrams after Implementation and Updating all network design documentation for each project worked, ensuring accuracy.Keep a track of daily IRs (Incident Request) and make sure to resolve with in SLAPlan and manage preventive and corrective maintenance of data networks. Ensuring MTTR is within norms.Ensuring Network audit & site inspections as per schedule and initiate corrective / preventive actions.Interacting with CB (Change Board) for weekly scheduled changes and explain in CAB meetings to get approvals from all stake holders.Keep a track of daily IRs (Incident Request) and make sure to resolve with in SLAConfiguring and Troubleshooting Cisco LMS for configuration back up and alerts for any new device added in the network & managing Monitoring tool solar winds.GMR WAN /LAN trouble shooting (Routing protocol for WAN BGP).Configuring and Troubleshooting of firewall, VPN, Web Proxy as per security policy of GMR. Show less

• 

  Vodafone

  Jul 2013 - Jan 2017

  Service Incident Manager

  In this role I am responsible for:• Handling the people management aspects of all direct reports.• Ensuring compliance to customer SLA(s) and innovating processes to achieve them.• Liaising with the customer as focal point for all major Incidents reported to the Global Delivery Centre, representing the team and the company while leading a major incident.• Handling and ensuring positive client satisfaction, maintaining client relationship, incident management, managing service within incident management process.• Taking care of the change management, providing the support and participate in the change control board and change control process, developing an understanding of the clients organizational structure. • Providing guidance to less experienced team members, ensuring the right level of information is provided to the client, ensuring communications on day-to-day service operations.• Taking care of the major incidents and sound understanding of the process of major incident process and identifying breach of practices within the processes ensuring alignment with the global delivery practices. Show less

• 

  NTT DATA North America

  Feb 2017 - Feb 2019

  Account Service Management Advisor

  Responsible to oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and customer account management on a 24x7 basis. Responsibilities include the management and oversight of service delivery processes, which includes incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (incident based) to strategic (Global Account Management Strategies). Show less

• 

  Tata Consultancy Services

  Feb 2019 - now

  SMO Lead