Aman Kawatra

Experience

• 

  Teleperformance India

  Jun 2009 - Jan 2011

  Technical Support Associate

  • Worked in a semi tech process for Microsoft. Deals with website hosting and associated services for Microsoft Product termed as Microsoft Office Live Small Business.• Managing domains (forth level and second level domain) and email accounts. Trouble shooting email accounts concerned issues like sending, receiving, blocked emails etc.• Trouble shooting website designing issues which includes - E-commerce, PayPal, site designing, etc.

• 

  IBM Global Process Services

  Jan 2011 - Apr 2012

  Senior Technical Support Executive

  • Front line contact for Business Client [Rogers Telecom] queries and support.• Providing Troubleshooting on Remote Access Issues [VPN] and Mobility [Blackberry] Issues.• Support on Issues related to ID Provisioning [Password Reset, ID Creation and Deletion].• Group provisioning on Active Directory for access to different applications, worked alongside ID Admin team to handle the provisioning issues.• Being a part of Incident Controller team who is responsible for correct assignment of tickets to their respective group, and making sure that every group has a specified owner. Show less

• 

  BA Continuum Solutions Private Limited

  Apr 2012 - Jun 2015

  • Project undertaken as Command Centre Operation (Global Triage Team) & Data Transmission Services Monitoring (Managed File Transfer Support).• Part of a blended team wherein issues are handled as part of end user computing.CCO: Command Centre Operation (Global Triage Team)• Driving the triage calls for the major incident requests (Change/problem) and involving the concerned teams as per the service catalog.• Monitoring the resolution and restoration of services. Involving the problem management teams and updating RCA’s to the triage incident tickets.• Insure process adherence in accordance to IPC (Incident, Problem, Change) are followed by all service line and communicating the same. Data Transmission Services Monitoring (Managed File Transfer Support)• Monitoring End To End file transmission on B2BI platform.• Support on multiple File Transfer Protocols [ FTP, HTTPS, SFTP, FTPS, AS2 & Connect Direct]• Automation through GET and PUT Operation through IBM Sterling Gentran Integration.• Attend CAB [Change Advisory Board] meeting for changes and migration purpose.• Also, part of Problem Management meeting for bug fixes and relevant inputs.• Resolving the connectivity (Firewall), replication and configuring issues with End User, on IBM Linux server and SPLUNK to identify the break and resolving along with NOC Team.• Managing weekend installation, remove and up gradation of packages and patches with respective RFC Show less • Project undertaken as Premium Service Desk (Incident Management).• Front line contact for premium and critical business partners which includes Traders, SVP’s and VP’s.• Supported BA Continuum (including acquisition Merrill Lynch) Applications along with Network Troubleshooting.• Troubleshooting issues as Remote Access (Cisco Secure Services Client), Mobility (Blackberry, I-phone and I-pad) and Microsoft Office.L1.5 Work Highlights (Incident Controller/Escalation Team)• Worked on Active Directory on different access issues. • Worked as a Level 2 technician in Remote Access Level 2 team and Microsoft Office Level 2, assisting business partners with issues related to VPN connectivity and Microsoft Office Apps.• Knowledge of handling P1 Incidents and proactively updating the incident status with different Problem teams to get the same resolved.• Responsible for monitoring and following up on all the incidents those are kept unassigned or reaching their SLA threshold.• Initiated Process Knowledge Test in terms of product knowledge. Show less

  • Tech Associate

    Sept 2013 - Jun 2015

  • Senior Team Member

    Apr 2012 - Aug 2013
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  Encore Capital Group

  Jan 2017 - Jul 2019

  Got the opportunity to get the Incident, Problem & Change (IPC) Team setup and transitioned. The IPC Team was live by August 2017, one month prior to the planned date. Major Incident Management (MIM):• Is responsible for managing all Major Incident Processes as by driving them to resolute state as quick as possible. • Documented and designed the MIM flow and processes around it.• Worked towards implementing the Service Now module for MIM.• Collaborate between different IT Functions for IT resource optimization and effectiveness.Problem Management:• Responsible for creating an in-depth Post Incident Review upon restoration of Major Incident.• Initiated the process of Pro-active Problem Management and part of documenting the flow for same.• Implementation and use of different Problem Management techniques to capture the RCA. On the basis, provide inputs WRT corrective action plan. • Actively drive the Problem Management meetings with Business and Technical Stakeholder’s in collaboration.Change Management:• Drive the Change Advisory Board meeting with respect to analyzing the planned changes.• Making sure the Adherence to process related E-CAB and Normal Changes being implemented.• Part of annual audits WRT to compliance.Actively work towards Continual Service Improvements for IPC. Show less

  • Major Incident Manager

    Jun 2017 - Jul 2019

  • Assistant Manager IT

    Jan 2017 - May 2017
• 

  Macquarie Group

  Jul 2019 - Oct 2023

  Incident Manager / Problem Manager & Change Manager Incident Manager / Problem Manager / Change Manager

  • Manager

    May 2022 - Oct 2023

  • Assistant Manager

    Jul 2019 - May 2022
• 

  Gartner

  Jul 2024 - now

  Manager