Janardhna Seetharam

Experience

• 

  Hewlett Packard Enterprise

  Dec 2005 - May 2010

  Remote Solutions Engineer

  Troubleshooting HP and Neoware Thin Clients, Blade PCs and Blade Workstations,Workstations, and Retail Point-of-Sale units.Troubleshooting HP proprietary applications like HP Device Manager and HP Image ManagerCommunicate with customers across the globe to resolve technical issues pertaining to these units.Use remote access tools to manage and troubleshoot Client’s management servers.Troubleshooting terminal services(RDP) and Citrix Client issueProviding technical support to consumer from United States calling regarding Consumer Notebooks.Using remote access tool (Remote Z) to help customers resolve issue with theirminimal participation in issue resolution.Doing callbacks for the team for increasing case closure and achieving better customer satisfaction scores.Providing resolutions for the team mates based on the callbacks made for their unresolved issuesManaging the service levels.Attending Conference calls with the region for the process and update the same to the team Show less

• 

  HP Autonomy

  May 2010 - Dec 2011

  Application Engineer

  Troubleshooting E Discovery application called as Iron Mountain Legal discoverysystemTroubleshooting login issues for the Web UI like password unlocks and reset.Troubleshooting Citrix client issueGenerating user account report from ADBasic DB troubleshooting and running Perl Scripts

• 

  Ericsson

  Jan 2012 - now

  Managed multiple end to end Digital Transformation programs including MEStransformation, Application Operation transformation, Cloud Migration projects.Conceptualized strategic-fit and commercial model for development, qualityassurance, cut-over/go-live and maintenance scopes.Led design and architectural workshops and decisions, IT Security andGDPR/Privacy Impact Assessments for the manufacturing IT products.Managed uncertainties, team conflicts, took in-sourcing and outsourcing decisionsas per short term and long-term strategies.Managing multiple product teams supporting development and operations of 5products. Show less Responsible for Print services for Ericsson across 130+ countries End to end engagement in RFP/RFQ, Contract negotiations and closing of the deal.Overall cost reduction of about 66% in the serviceEnsure the services delivered are adhering to Global IT Security requirements and framework of managed IT services.Identify possible risks in existing or new tools / systems used in service operations and assess, evaluate and mitigate them with respective suppliers via Risk Assessment Process (RAP) and our global IT Security teams.Act immediately when any high severity tickets are created and engage with suppliers and relevant stakeholders to resolve and close the ticket ASAP.Identify and recommend cost-effective technical solutions that meet business needs.Forecast yearly operations budget and keep track of financials to ensure the run-rate costs does not exceed the target frame given by the management.Attend regular service review meetings with different vendors.Anticipate business demands in advance and provide solutions to end users in conjunction with the service roadmap of Technical Product Manager (TPM) and Strategic Product Manager (SPM).Responsible for process rebuilding and gap analysis for Change, Incident and Problem management as per ITIL frameworkCollaboration with other teams involved to deliver the results and meet business needs related to my service.Recommend activities involving setting up processes, workflows and ITSM service request templates (Support Scripts for Service Desk agents) for streamlined operations of service request. Show less

  • ICT Technical Product Manager

    Feb 2020 - now

  • ICT Service Manager

    May 2013 - Feb 2020

  • IT Business Analyst

    Jan 2012 - Apr 2013