Abhishek .

Experience

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  Wipro Infotech

  Dec 2012 - Mar 2015

  Associate in Network Management

  Network Management and Monitoring , IT support to client , IT service management and follow up with vendors like TRIMAX IT INFRASTRUCTRE , NIC , HCL INFOSYSTEM ETC.,Managing Cisco VoIP Phones , Call and email based support , V-SAT network monitoring.

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  Convergys

  May 2015 - Oct 2016

  Technical Analyst

  Client: MICROSOFTAssist customers on Email and Chat support worldwide.Supports all issues for MICROSOFT Up & Running department L1 support.Supports operational issue on Download, Activate and Install for Windows & Office.

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  HCL Technologies

  Dec 2016 - Feb 2019

  Senior Analyst

   Working as Senior IT Infrastructure Analyst in Incident Management. Strong understanding of IT Operation tools (service now, citrix, putty.) Good Understanding of the Incident and Problem Management processes. Bridge calls with US clients bi-weekly basis regarding the feedback. Knowledge of DNS, Firewall, VPN. Maintain Knowledge Base and share experience with support team members. IT service management tools (e.g. BMC remedy, HP service center etc). Ensure that the performance of the team achieves the defined performance targets. Perform System Checks, Pro-actively Monitor, Manage and Improve Availability. Show less

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  Softtek

  Apr 2019 - Jul 2021

  Senior Software Engineer

   Manages third-party vendors that provide IT Service Desk and network, infrastructure services. Good knowledge of project initiation and scheduling process. Develop consistent operational reporting against standards and establish Service Level Agreement (SLA) management approach. Assisted PM in maintaining WBS, Meeting summaries, etc. Worked extensively on escalation issues and handled it with C-SAT. Bridge calls/meetings with Application team and Project managers to understand the continuous changes in the project. 5+ years’ experience in handling Global customers for IT Infrastructure management. Create incident tickets and own the problem through closure for those incidents that can be resolved without assistance. Show less

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  EF Education First

  Sept 2021 - Dec 2023

  Infrastructure Services Manager

  Project Leadership: Set deadlines, assigned responsibilities, and summarized project progress to ensure timely delivery and compliance with SLAs while identifying opportunities for improvement.Service Desk Management: Led L1/L2/L3 Service Desk teams in end-to-end operations, ensuring efficient service delivery.Incident & Change Management: Acted as Incident and Change Manager during outages, providing regular updates to management.Capacity Planning: Collaborated with infrastructure and development teams to forecast and plan for future capacity needs, ensuring infrastructure readiness for traffic growth.Multi-Project Management: Managed multiple IT projects, including IT/Network device procurement, Dialpad technology implementation, and office infrastructure setup.Vendor Collaboration: Worked closely with international IT vendors for infrastructure service procurement and contract management.Global Coordination: Coordinated with operational and Service Desk teams across regions, including India, the US, and other international locations.IT Asset Lifecycle Management: Experienced in managing IT asset lifecycles, including license renewals and procurement.Infrastructure Setup: Directed IT infrastructure setups at new office locations, including the Campus Network Setup Program, which involved IT room setups, data cabling, and wireless planning.Team Supervision: Supervised multiple teams, monitoring project progress to ensure alignment with objectives.Budget Management: Managed IT budgets, ensuring cost-effective service delivery and identifying potential cost-saving opportunities.EU Projects: Planned and implemented key projects such as Dialpad Implementation and IT procurements in EU offices. Show less

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  Siemens

  Dec 2023 - now

  Business Unit IT Manager

  Oversee Service Delivery: Managed accountability and performance reporting for individual IT services, including Service Levels, KPIs, and Costs.Partnership Management: Built and maintained strong relationships with providers, IT business partners, and key business stakeholders.Project Management: Led ongoing IT initiatives and integrated changes into the Global Business Services (GBS) environment in a controlled manner.Regulatory Compliance: Collaborated with Provider Management and Risk & Compliance teams to address regulatory and compliance-related matters.Issue Escalation: Managed performance issues and customer complaints, escalating to service owners and collaborating with providers to meet customer demands.Crisis Management: Took ownership of all major incidents, representing GBS in crisis meetings, and communicated status updates to GBS management and stakeholders.Reporting: Delivered accurate and regular performance and consumption reports to management on a periodic basis and as requested. Show less