Oct 2018 – Present · 7 yrs 6 mos · Pune Area, India

Nov 2016 – Jan 2018 · 1 yr 2 mos · Pune

• Primarily responsible for greenfield establishment of new IT Operations Centre (ITOC) of NICE in Pune with a team of 14 members, covering 24x7 production environment to support Systems & Network infrastructure.
• Since it was a completely new project in NICE, got an opportunity to design and establish processes (Event, Incident, Problem and Change) based on ITIL standards. Accordingly was responsible for designing, configuring and fine tune ITSM and monitoring tools – ServiceNow and SolarWinds respectively.
• Considering the overall performance in monitoring and support of global infrastructure, the scope of ITOC team was expanded to support multiple business critical applications hosted on this complex infrastructure.

Dec 2012 – Nov 2016 · 3 yrs 11 mos · Pune Area, India

• As an Operations Manager, responsibilities include - BAU Operations, Incident Management, Change Management, Problem Management, Project Management, Knowledge Management, Onshore & Offshore Transition Management, Offshore Datacenter operations management
• Have played a role as a Transition Manager. Was responsible for :
•  As Transition Manager for Wintel Tower was responsible for transitioning Windows server support from client to Cognizant. The core transition areas included data centre & infrastructure details, processes, stake holder details.
•  Apart from getting details of core transition areas, worked closely with stake holders and line managers / program managers to understand the environment and process improvement.
•  Prepare the offshore team for different phases of transition starting from Knowledge transition, Guided support to Reverse Shadow support/ Pilot support and then to Go-Live.
•  Manage the team structure and schedules during different phases of transition to make the entire team aware of the client environment and infrastructure.
•  Prepared and implemented the Knowledge Transition (KT) plan by understanding client’s current processes and complex infrastructure of over 26000 Wintel servers.
•  Successfully completed the Transition from Onshore. Currently playing the role as an Operations Manager of Windows team

Jan 2009 – Dec 2012 · 3 yrs 11 mos · Pune Area, India

• Key Functional Areas
• Problem Management
• Problem Control:
• Handle incidents that cannot be resolved by the Incident Management Team (Infrastructure Management team onsite) and direct them towards the root cause of the issue. Perform a structured investigation and diagnosis to determine the Configuration Item (CI) at fault.
• Error Control:
• Locate the underlying cause of the Problem. Eliminate known errors by working with the Change Management Team.
• Update the knowledge base with the resolutions of the problems and known errors.
• Meet the Service Level Agreement Goals (SLA)
• Training
• Evolve training plans and train to the other team members, with a view to keep everyone updated with the latest Microsoft Server Technologies.
• Technical Skill Set
• 1. Microsoft Windows Server NT4/2000/2003/2008
• 2. VMware Infrastructure ESX 2.x, 3.0, 3.5 & 4.0, Microsoft Virtual Enviornment
• 3. Microsoft Cluster support.
• 4. EMC Storage Area Network(SAN) support

Jul 2007 – Sep 2008 · 1 yr 2 mos · Pune Area, India

• ØEnterprise Support for NVIDIA’s GPU’s, SLI technology, Audio Chipset, MCP motherboards, applications & revenue products specific to the clients. ØTroubleshoot issues like system / application crash caused by driver install or upgrade of NVIDIA’s products. ØAnalyze the dumps to check which driver module causes system crash and accordingly work with the development team to resolve the issues. ØDrive new test plans and design the test strategy for upcoming drivers versions and GPU’s. ØWork on new System Requirement Specification (SRS’s) closely with development team based on new hardware and architectural updates in GPU. Ø Testing NVIDIA’s® Pure Video™ AND SLI Technology™. Ø Audio Testing on NVIDIA's audio chipset. Ø Hybrid System Testing Ø Internet Video Enhancement (IVE)

Jan 2004 – Jan 2007 · 3 yrs

•  Mentoring a team of 20 people for any technical issues
•  Setup & Installation of NT, Win2K, 2003 Server
•  Configure & Troubleshoot Dual Boot Multi boot operating systems
•  Startup boot issues, Blue screens, blank black screens
•  Troubleshoot Storage Area Network (SAN) related issues.
•  Setup, Configure and troubleshoot Sysprep, RIS server to deploy client operating systems like XP Pro, Windows Vista
•  Troubleshoot Fault Tolerance & Disk Issues using Microsoft tools
•  Data recovery and backup issues
•  Troubleshoot Volume Shadow Copy Service (VSS) and Disaster Recovery issues.
•  Virtual Servers / Machines:
• VMware Infrastructure 2.x, VMware Workstation, Microsoft Virtual Server 2005:
• Installation and configuration of a virtual server as Domain Controller or Additional domain controller. Migrating Server profiles from host machine to VM.
• Server Consolidation - VMware Infrastructure 2.x, VMware ESX Server 2.x, VirtualCenter, P2V
• Configuring Virtual Setup on VMware workstations for different Operating System’s and Hardware testing
• Optimum utilization of available tools like VMware HA, VMware Dynamic Resource Scheduling (DRS), Vmotion and VMware consolidated Backup (VCB).
• Configuring virtual servers on Microsoft Virtual PC or VMware workstation.
• Virtual PC and VMware issues for any migration and server crash issues.

Jan 2002 – Jan 2004 · 2 yrs · Mumbai Area, India