Rajeev Garg

Experience

• 

  IBM

  Jan 2009 - May 2012

  Lead Ops

  • Monitoring Windows servers, SMS servers, Hardware Network, MOC servers, at various monitoring tool with high end tools • Ticket Escalation to the respective On-call administrator and manager of responsible department to resolve the issue/incident• Executing multiple training sessions on changes/update in process• Raising Severity (if required) and Notifying and escalating network/systems related events and customer impacting outages within the IT Operations Teams.• Contacting partners to assist in problem resolution upon the request of the IT Operations team and continuously following up with VMU Partners till issue resolution and obtaining RCAs.• Responsible for maintaining Work Allocation File for allocating work to every team member everyday to ensure daily business requirements and SLAs are met efficiently and preparing Shift Turnover Report.• Provide first-level remote support on basic operational or maintenance of personal computers and /or peripherals using available tools. Support is mainly delivered through email and phone.• Server & Application Support for IBM-Bharti Employees & Associates by taking remote desktop and net meeting.• Installation & configuration of MS-2000, 2003 & 2007,• Monitoring SLA and routing of incident / SR by using Incident Management Tools such as TSD [Tivoli Service Desk], Managenow & Maximo. Show less

• 

  HCL INFOTECH LIMITED

  Sept 2012 - Feb 2021

   Involved and Takeover NOC from Wipro while transition of Data Centre Key Participant of the Signoff of critical credential and Tasks  Created and Presented Standard Operating Procedure (SOP), Sign Off document and Presentations to Customer for completion of the sign off process Designed the NOC process documents for smooth operation Developed Shift Handover procedure/Roster for smooth activity Initiated the Proactive Problem Management in the Organization Lead participation in Major Incident and Proactive Problem Management process Setup. Designed the BAU/MIS reporting structure for NOC Tracked Critical SLA for Response time, Resolution time and Restoration for Incident and Service desk Conducted SLA Workshop for Data Centre team for effective tracking Involved in CA- Service Desk, CA- eHealth and CA- SPECTRUM tool Setup Transition of monitoring, reporting and ticket logging tools from Nagios to CA tools Show less

  • Information Security Officer

    Jan 2016 - Feb 2021

  • Problem Manager

    Sept 2012 - Dec 2015
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  Aujas Cybersecurity

  Feb 2021 - Apr 2022

  Sr. Consultant
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  NatWest Group

  May 2022 - now

  Risk and Controls Analyst