Jul 2022 – Mar 2023 · 8 mos

Oct 2020 – Jul 2022 · 1 yr 9 mos

• Responsible for the supervision of a 24*7*365 Network operations Center (NOC) shift operations and personnel.
• Assign and manage the workload of shift personnel. as well as escalate resource constraints to management.
• Oversee day to day NOC operations, escalations, ticketing and communication with the customer.
• Ensure that NOC goes beyond what is required as defined by service level agreements.
• Develop processes and procedures within the NOC.
• Update and maintain documentation associated with processes and procedures (Run Books)
• Continously look for improvement opportunities and develop systems to proactively monitor the infrastructure which is managed.
• Hire, train, mentor and develop Level 1 & Level 2 technicians.
• Manage analysis and troubleshooting of major issues with NOC monitoring tools.
• Coordinate efforts to perfom the root cause analysis and recommed permanent solutions.
• Manage and coordinate monthly maintanance activities.
• Identify areas of process and efficiency improvement within the data center and enterprise, recommend prioritized enhancements and oversee implementation.
• Involve in development and measurement of KPI's.
• Generate key reports for the managemnt and customer including but not limited to : System availability, SLA & KPI , performance dashboards & customer issues.
• Work alongside and ensure mentoring of NOC personnel is accomplished to ensure all staff are able to aquire the necessary skills to perform ther job functions and meet individual and organizational goals.

Jan 2019 – Oct 2020 · 1 yr 9 mos

• As a Service management consultant , manage the Incident process for DLL.
• Monitor the incidents to ensure that the Service Level Agreement are respected.
• Performing Aged incident review to ensure Zero Incident Backlog.
• Producing and delivering management information which includes Daily / Weekly / Monthly reports and Dashboards.
• Performing Incident audit's to ensure the process gaps are identified and improved.
• Chairing the daily, weekly and monthly review calls.
• Proactive alert analysis and effectively reduce the conversion of Warnings to Critical events.
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

Jun 2015 – Apr 2018 · 2 yrs 10 mos · India

• Acted as a SPOC to manage Wyndham Worldwide's Server infrastructure [Windows]
• Level 1 support to Office 365 environment.
• Resolve support tickets and requests.
• Provide support for Mailbox, Outlook /Calendar, and Skype.
• Escalate issues to vendors [Microsoft / VmWare] to resolve complex issues.
• On-Call Support

Oct 2012 – Dec 2018 · 6 yrs 2 mos · India

• Leading a team of 50 + support associates providing 24x7 remote support to customers throughout
• North America.
• Supervise the team to ensure effective support to end users within the agreed service levels.
• Responsible for Incident assignment and ensuring the queue management goals are met.
• Be the main POC for all related remote support needs & communicate with cross-functional teams.
• Assisting the Operations Manager with Incident tracking, SLA's and reports.
• Responsible for optimum resource availability and scheduling to ensure appropriate coverage (Peek
• and after hours)
• Act as an escalation point for any issues reported by the team.
• Adhere to organizational IT operations standards.
• Lead, motivate and develop the team to deliver effective support to users.
• Be aware of technologies, ITIL processes and procedures in use within the department.

Oct 2012 – Jun 2015 · 2 yrs 8 mos · India

• Managing Windows Server infrastructure for Walmart Inc. through Incident and Change management.
• Server Patching.
• Server Maintenance [Planned Outages / Reboots / Cleanup].
• DR Requests.
• Backup Requests [IBM Tivoli]
• Duty Management - Equal distribution of workload between the available resources.
• Provide On floor assistance and training to new members.

Aug 2010 – Sep 2012 · 2 yrs 1 mo · Mumbai Metropolitan Region

• Manage Stora Enso's IT infrastructure under various competencies like Incident, Change
• and Service Level Management using ITIL concepts.
• Coordinate activities between cross-functional teams to ensure adherence to extant Service Level
• agreements where other groups are needed to resolve a single Service Desk incident.
• Track incidents escalated from Service Desk.
• Focus on improving the MTTR for all categories of Incidents.
• Trend Analysis to identify repeating offenders and taking actions to address the root cause.
• Manage, monitor and resolve pending or breached jobs.
• Produce metrics for service performance and customer satisfaction both on a regular and an Ad hoc
• basis.
• Follow escalation procedures to report unresolved issues.
• RCA for P1 Incidents.

Oct 2008 – Dec 2009 · 1 yr 2 mos · Pune/Pimpri-Chinchwad Area

• Providing 24x7 voice support to Kraft Foods International users throughout North America, within the
• agreed levels of service.
• Monitoring Outages and dispatch Sev 1 incidents to appropriate team.
• Managing Incident queue for timely resolution and ensure zero aging.
• Adherence to all quality processes and procedures within the department.

Mar 2006 – Aug 2007 · 1 yr 5 mos · Wakad, Pune

• The First Job Of My Life ! although an Educational institute and not a corporate IT office, it was as good as any other place to work ! It's the same place where I was still graduating and it really proved a stepping stone.
• Key Responsibilities :
• 1 . Maintaining LAN, LAN cabling & configuring network connections
• 2. Installation & maintenance of operating systems like Windows XP, Windows 2000, Windows 2003 & Red Hat Linux.
• 3. Installing , configuring Anti Virus Software & constant monitoring of Virus results.
• 4. Maintaining all the hardware equipments for the entire building which included all workstations, peripherals attached to workstations, printers & scanners.