Amit Tandon

Experience

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  Micro Clinic India (P) Ltd

  Nov 2000 - May 2002

  Customer Support Engineer

  As a Customer Support Engineer Installation, configuration of Windows 95/98, 2000 Hardware installation & maintenance, running diagnostics programs for troubleshooting Providing Network support at Switches and Hub Level Troubleshooting of User problems relating to PC hardware, Operating Systems and LAN Installation & maintenance of printers HP, Epson, TVS  Installation of network devices like Ethernet adapter, Hub, ISDN modem Online support to customer for daily and routines issues with the end uses desktop and printers. Problems. Show less

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  PC Solutions Pvt Ltd

  May 2002 - Oct 2006

  Project Implementation Lead

  Installation, Configuration, Implementation of all backup tools Symantec Backup Exec, NetBackup and tapes Libraries, d2d devices. Accountable for handling projects independently dealing with customers and manage and provide solutions according to business requirements.

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  HP Enterprise Services

  Oct 2006 - Apr 2016

   Planning, Installation, Configuration, troubleshooting, stabilization & maintenance of Servers Storage Libraries, DLT, SDLT, Autoloaders, HP StoreOnce, B6200 D2D devices. VERITAS Backup Solutions, Backup Exec10. 10d, 11d, Net Backup 6.0, 7.0, 7.5, EMC Networker , Data Domain, HP Data Protector 6.0, 6.2 Change management procedure implementation and follows for the customer project handling and apply the solution according to company policy and standard.  Problem Management procedure and indentify the root cause of the issues and resolve permanent corrective action plan.  Incident Management procedure and handling of the issues with the ticketing system. SM9 Show less  Managing Large Data Center, building new infrastructure, planning, designing, implementation, monitoring.  Projects handling as per customer requirements and solutions providing based on current and procure new hardware and software implementation.  Handling Transitioning New Customers in Company Standard process and procedures.  Conduct specific process and technical Trainings and Mentor team members for Projects and for customers support.  Analysis, supervision Service delivery operation, support and quality services provides to customer with internal audits and reviews within and external auditors.  Service Delivery Reviews with customer’s quarterly basic.  SLA Matrix target achieve planning and implementation for the accounts.  Standard Operation documents prepare and share with team to use for effective day to day operations.  Service Delivery Operations and handling day to day operational activities.  Managing teams L1, L2, and L3 for the multiple backup tools and customer backup infrastructures/data centers management.  Oversee response to service requests and infrastructure incidents  Ensure technical team(s) engagement for incident resolution  Communicate status to clients and management  Ensures compliance with IT change processes and communicates changes to clients  Participate/schedules meetings with the customers to discuss IT requirements, issues, projects, and status of action items.  Ensure documentation is maintained and delivered to client. Show less

  • System Engineer / Service Delivery Lead

    Oct 2006 - Apr 2016

  • Service Delivery Lead

    Oct 2006 - Apr 2016
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  Http://www.dxc.technology/it

  Apr 2016 - now

  Service Management: Maintenance of Service Level Performance Dashboard, up-keeping of SLA for incident management, Change Management, and Problem management Availability Management. Data Centers operations and management, Successful in reorganizing, streamlining, and strengthening existing operations.SLA Dashboard Maintainance Review: Conducting daily dashboard reviews with customer for SLA performance management and monthly SLA review meeting. Service Improvement: Identifying inefficient processes and implementing reliable and cost-effective solutions to improve quality and ensure on-time delivery of release management deliverables as well as Enhance department efficiencies amidst fast-paced working environments.Critical Incident Management: During critical incidents coordinate with different technical teams to drive faster resolution of incidents that are impacting the business /SLA performance. Customer Relationship Management: Ability to manage multiple tasks, positively influence team members, established, and maintained excellent customer relationships, and delivered positive results. Team Management: Proven ability to work efficiently and collaboratively in a team environment with minimal supervision. Clear communication with all team members and cross-functional teams. Conduct regular training sessions on ITIL processes and account-specific processess and guidelines. Pro-active Problem Management: Identify the proactive problem management opportunities to enhance customer experience and work with the delivery team for quality Root cause analysis within the SLA. Show less SUMMARYAccomplishment-driven Technical Service Manager - Storage and Backup, IT operations with over 19 years’ experience and expertise in managing both on-shore and off-shore operations with both in-house and remote teams. Data Centers operations and management, Successful in reorganizing, streamlining and strengthening existing operations,Support Manager. Gained solid experience in release management, strategic planning, people management, ITIL framework mythology Change management, quality improvement, coordination, and leadership. Gained exposure in financial reporting and budgeting. Initiate cost containment processes, provide hands-on training and motivate personnel in building strong teams, and lead staff toward maximum potential. Respected team leader. Exhibited proven ability to independently set up technical team operations from scratch. l have delivered excellent business acumen by independently monetizing business opportunities.  Managed and supervision Backup & Storage Technologies 40+ team members - extensive experience in managing successful project delivery for US, EMEA & APAC regions and major Infrastructure/data Centers support and backup solutions Symantec NetBackup, Symantec Backup Exec, HP Data Protector, Comm Vault technologies, including enterprise migrations involving several customers.. This allows me to fulfill a variety of different roles within project & Backup teams, and provide an effective interface between business and technical functions, troubleshooting & solutions, migration, and up-gradation for backup tools and Storage domain. AREAS OF EXPERTISE:Process definition, Service management, Change management, Third party managementService reporting, Service improvement, Organizational planning, Incident management, Vendor co-ordinations, Procurement hardware and software, and Backup Technologies training. Backup & Storage Technologies (HPDP, NetBackup, Backup Exec. Comm Vault. Show less

  • Service Manager -(Service Management) , IT operations, Services

    Oct 2020 - now

  • Service Delivery Manager - Backup and Storage , IT operations

    Apr 2016 - Oct 2020
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  DXC Technology

  Jun 2016 - Jun 2022

  Information Technology Service Management Manager