Experience

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  Wns global services

  Jun 2006 - Sept 2007

  Desktop support engineer

   Maintaining Desktops like DELL, IBM and assure smooth function of all systems. Installing Lotus Notes and configuring it, Configuring Notes to access mail through remote dialing and Replicate Mails. Antivirus patching, configuration of Citrix Clients. Operating systems installation and up gradation WinXP and Win2K server, OS2 operating system configuration. Installation, configuration & Trouble-shooting Laptops, Network Printers. Maintaining & Trouble-shooting Company Network. Installation, Configuration & Trouble-shooting of various Software’s like Microsoft Office, Antivirus, Adobe Acrobat, WinZip, Lotus Notes 6.5.2, etc according to the company requirement.  Creating & testing of Custom desktop/Laptop Builds. Remote access troubleshooting for Desktop application issues. Configuring & troubleshooting of mail clients (MS Outlook). To give the 2nd level solution to users problems regarding Hardware, Applications & Network issues Working with Local Area Network & Servers Related to LAN. Managing Inventories & Rosters. Providing L1 support for network related issues. Show less

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  Bmc software

  Sept 2007 - Sept 2011

  Asso. network ops specialist

   Working in an ITIL framework and following Crisis management policy which includes Incident Management, Problem Management, Change Management etc. Monitoring Company Infrastructure for any Network related issues to reduce the Business Impact of the company. Granting access for control-m to schedule jobs for the users as per request Installing Control-m clients  Following up with the Service Provider and creating a ticket as per the procedures to reduce the Business Impact Receiving health and status reports from all network elements Conducting proactive management with a scaled resolution approach Providing fault detection, diagnostics, isolation and restoration Responding to alarms reported by the monitoring tools within SLA time. Opening tickets to track system events Reviewing tickets for scheduled work (scheduled and preventive maintenance) Documenting network events via ticket notes Resolving errors and exception messages generated by network elements Providing L1 support for network related issues which includes Ping test, trace route and other show commands. Providing L1 support to all BMC applications and ensure 100% uptime for BMC infrastructure. Coordinating with third party vendors to resolve the ISP or Application support issues. Opening Crisis calls and arrange all respective teams and Vendors as and when required resolving the issue. Escalate the issue as per the escalation matrix until it gets resolved. Managing Inventories & Rosters. Show less

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  Bmc software

  Mar 2016 - now

   Provide project management expertise and leadership in the execution of complex IT application and infrastructure projects. Manage and direct the assigned project resources to best meet the project objectives Understand cross team dependencies and organize the activities ensuring completion of the project within the constraints of schedule, meeting the agreed scope and quality requirements Collect project metrics data (e.g., completed and in-progress work, schedule and cost variances, resource health, risks and issues etc.) and other project specific information and regularly communicate it to the project stakeholders Manage project communications and meetings (Daily Stand-Up Meetings, Project Reviews, AdHoc Requests) Communicate regularly with the project sponsor and the team Plan and direct schedules, for the project from initiation through delivery Show less CHANGE MANAGER :Roles and Responsibilities Responsible for Change Management function for all SaaS customers of BMC Software globally. Review all planned, emergency & expedite Changes. Ensuring completeness and integrity of information provided in the Change Implementation Plan. Obtain authorization for submitted change requests from the Change Authority. Conducting CAB (Change Advisory Board) Meetings and chairing the same. Ensures that all preparations have been made for a CAB meeting, including creation of agenda, circulation of change requests to be considered, and inviting participants.  Reviews all implemented changes to ensure that they have been carried out & Close change requests. Creating, Analysing and distributing Change Management reports. Establishment of measurements and targets to improve process effectiveness and efficiency. Rejects outright any change request that is completely out of scope or out of policy for Change Management. Arranging Training and Awareness Sessions on regular basis for the team so as to avoid Non-Compliance issues and Process understanding. Show less  Responsible for Incident Management function for all SaaS customers of BMC Software globally. Communicate with the Customer as focal point for all high priority & major incidents reported Represent the team and BMC India while leading a Sev1 and Major incident Provide technical direction and coordination to the resolver groups involved Provide appropriate inputs to the problem management process, RCA preparation Drive Crisis bridge calls effectively to resolve P1 incidents Manage and drive third parties to the quick resolution of incidents Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management Guide NOC team to immediately act on a P1 incidents and follow the Crisis management process effectively Coordinate with all support teams for closure of incidents within stipulated SLA. Show less  Manage and direct the customer Lifecycle in SaaS environment to ensure optimum utilisation of resources to increase quality and customer satisfaction. Ownership of SaaS customer accounts from on boarding to entire settlement in the organisation. On boarding the customer. Arranging Trainings for internal teams and defining scope. Gathering customer feedback and working on resolution of issues. Being a customer advocate. Monitoring and reporting customer complaints. Risk analysis to avoid any future issues in customer environment. Stakeholder communication. Show less  Responsible for Crisis Management function for all SaaS customers of BMC Software globally. Communicate with the Customer as focal point for all high priority & major incidents reported. Provide appropriate inputs to the problem management process, RCA preparation Drive Crisis bridge calls effectively to resolve P1 incidents. Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management. Guide NOC team to immediately act on a P1 incidents and follow the Crisis management process effectively. Timely customer notifications to update the situation and troubleshooting taking place on Crisis Bridges. Show less

  • Project Manager

    Oct 2018 - now

  • Change Manager

    Sept 2011 - now

  • Incident Manager

    Sept 2011 - now

  • Production Manager

    Mar 2017 - Oct 2018

  • Crisis Manager

    Mar 2016 - Apr 2017