Apr 2020 – Mar 2021 · 11 mos · Mumbai, Maharashtra, India

Jun 2018 – Apr 2020 · 1 yr 10 mos · Mumbai, Maharashtra, India

Aug 2016 – Jun 2018 · 1 yr 10 mos · Chennai, Tamil Nadu, India

Apr 2014 – Aug 2016 · 2 yrs 4 mos · Chennai

• As a Deputy Service Owner (consultant) for Network & Telecoms services within Maersk Group Infrastructure Services (MGIS), I am responsible for management of IT Service Delivery, Operations, Contracts, SLA, Risk Management, team Management operating from UST Global under Infrastructure Services while functionally reporting to Senior Service owner in MGIS (Client).
• Key responsibilities include:
• Service delivery within a well-defined area that requires domain-specific subject matter expertise.
• Responsible for leading teams and managing overall quality of Global WAN services across APMM (Client).
• Accountable for Service availability and business continuity.
• Encompass IT Service Management process.
• Manage relationships with internal stakeholders and 3rd party providers.
• Developing and implementing processes to support operations.
• Skills implemented:
• Service Delivery, Service Level Management, Service Operations and Team Management.

Feb 2013 – Mar 2014 · 1 yr 1 mo · Chennai

• Managing Network Operations (WAN & LAN) for all AP Moller Maersk establishments globally (in 150 countries) with a team of technical experts & analyst based in Chennai- India and vendors located in Mumbai- India, Cairo-Egypt and Copenhagen-Denmark. Responsible to ensure that the functions restore normal operations as quickly as possible with the least possible impact on either the business or the user. Provide leadership during incidents and service impacting events and make key decisions to quickly restore services.
• Responsibilities include:
• Own and drive Major incidents in area of support
• Handle escalation management towards Vendors and Service Recipients
• Manage communications with key stake holders
• Act as Duty Guard to ensure 24x7 escalation point within Maersk Line IT
• Identify and provide incident information to Problem Management
• Do close follow-up on and drive the resolution of Complex Incidents
• Continuously review and improve the Incident Management process
• Planning and implementing improvements in Incident Management
• Managing the Incident Management Process

Oct 2010 – Jan 2013 · 2 yrs 3 mos · Chennai

• Worked in a 7 member team providing proactive and reactive Network Support to all business units under APMM liaising with vendors AT&T and France Telecoms (Orange Business Services) 24/7. Also responsible for performing pre approved and standard changes in Data Networks (WAN & LAN).

Mar 2010 – Sep 2010 · 6 mos · Chennai

• Worked with a team of 25 providing desktop support in a semi-voice environment working in 24/7 based shift.
• Acting as first point of contact for customers for all IT related incidents, requests and queries displaying keen interest in providing first time resolution achieved through analysis, diagnosing and problem solving on the first point of contact or escalating the case to L2 support teams while remaining the owner of the event during its complete cycle.
• Responsibilities include:
• Dealing with incoming faults in a professional, courteous manner over the phone, via email and via chat tool
• Taking ownership of faults and managing them in a logical and methodical manner
• Correctly logging incidents and faults, categorising and prioritising them in line with team procedures
• Conducting full and through diagnostics with end users to enable first point of contact fault resolution
• Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
• Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
• Diagnosing and resolving problems to the customers satisfaction
• Maintain and develop own knowledge and skills to assist with first time fault resolution
• Identify and escalate repeat issues or service risks into service management teams
• Sharing knowledge with team colleagues
• Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational