Apr 2021 – Aug 2024 · 3 yrs 4 mos · Bengaluru, Karnataka, India · On-site

• Leading 70+ member technical team supporting Windows, Security, and VMware.
• Support infrastructure for a major French bank with 16K+ servers on private cloud.
• Achieved compliance increase from 95% to 99% in 6 months by implementing and streamlining process.
• Drive CSI initiatives, optimizing processes, applied automation and stabilizing infrastructure.
• Reduced incidents by 28% in 6 months through Six Sigma project.
• Developed strategic relationships with stakeholders to understand customer business objectives and developed strategic roadmaps, leading quarterly business reviews and executive sessions to better align business and technical needs..
• Planned customer events and launches, partnering with Support, Engineering, and Site Reliability Engineering teams to ensure customer success, and guided escalations to resolution.Oversee technical projects including storage migration and upgrades.
• Implement ITIL processes for streamlined operations.
• Mentor team members, lead hiring, and foster a diversified and inclusive environment.
• Act as SME, engage in critical calls, and conduct root cause analysis.
• Led technical implementation journeys for customers, providing guidance and managing timelines, milestones, migration goals, and business transformation strategies.

Dec 2016 – Apr 2021 · 4 yrs 4 mos

• Manage team of 30+ Technical services specialists and SMEs.
• Prepare team roaster and address issues/ grievances proactively
• Develop best practices for team members to effectively and efficiently support our 40+ North America clients.
• Close and daily interaction with SDMs of different accounts to understand client’s requirement and giving solutions on time.
• Work with Quality managers for process improvement.
• Daily work management and execution of performance reporting operations activities.
• Workflow analysis and process improvements.
• Up-skilled new hires for timely movement to production
• Provide timely updates to management.
• Make process improvements recommendations.

Aug 2016 – Dec 2016 · 4 mos

• Managed team of 6 members responsible to manage all compliance related activities for global accounts
• Ensured patching is up-to-date via IBM Bigfix.
• Managed to keep zero failed change for compliance activities.
• Trained team with required skills to ensure technical infrastructure we were managing are compliant.
• Streamline process for performance improvement of team.

May 2016 – Jul 2016 · 2 mos

• Work and ensure ticket closure (Incidents,Service requests,Change and Problem tickets) with in SLA.
• Prepare RCAs.
• Work on compliance activities.Update and close CIRATs and NCIs within SLA.
• Making sure clients environment is secure by ensuring IBM compliance tools like Nagios,TEM,SRM and Remote anywhere up-to-date performance on client servers.
• Prepare Technical SOPs for process flow and quality enhancement.
• Manage account transitions and provide proper KT to the team.
• Manage escalated issues or incidents and provide solution to clients.
• Serve as after-hour support advisor.
• Perform administration and optimization of MS windows 2003/2008/2012/2016,Active directory,DHCP,DNS and print services.Good knowledge of Azure AD and Active Directory services like ADFS and ADCS.
• Maintain and supporting VMware Esxi and vcenter infrastructure.
• Managed servers hosted on IBM Softlayer cloud.
• Good in troubleshooting issue in windows environment.
• Basic knowledge of networking.

Jan 2015 – May 2016 · 1 yr 4 mos · Greater Bengaluru Area

•  Providing L2/L3 Support on Active Directory & Windows 2003,Windows 2008 & Windows 2012.
•  Using PowerShell scripting for Active directory related work.
•  Using tools like SPLUNK for log analysis.
•  Managing Quest servers.
•  Troubleshooting issue related with SecureW2.
•  Administration of Active Directory , Windows 2003/2008/2012 server, worldwide environment Infrastructure Management Support
•  Implementing & Administering Microsoft based product windows 2003/2008 Servers, AD, DNS, DHCP, TRUST, Site & Replication, File Server, Print server ,GPO.
•  Providing support to team on various projects.
•  Monitoring server health checks and escalating server related issues to onsite team.
•  Managing escalations of Vendors for any major issue (Severity 1 & 2) or any downtime.
•  Taking part in various IT security audits.
•  Working closely with Project Manager in regards to projects for technical issues, pending issues for hardware and software delivery, onsite escalations etc.
•  Other job responsibility include day to day telephonic support to site and field engineers about troubleshooting System.
•  Managing the remedy ticketing system and Queue management (worked in HPSM and Cadre and currently working in Service Exchange).
•  Work with L4 team from onsite on L4 level activities or escalations.
•  Prepare SOPs on existing or new technology.
•  Giving training on technology we support and the process we follow to new recruit in team.
•  Working on Change request as per the change management process and also working on Incidents, tasks and request on day to day basis.
•  Reviewing and monitoring the performance of servers, applications, run and reviewing the software compliance reports.

Dec 2010 – Jan 2015 · 4 yrs 1 mo · Gurugram, Haryana, India · On-site

• During my tenure with Wipro at Genpact, I seized a remarkable opportunity to immerse myself in a dynamic project environment, collaborating with brilliant minds that fostered unparalleled learning experiences. Commencing as an L1 specialist, my focus centered on managing Active Directory and executing Windows-related tasks. Within a mere year, I honed my troubleshooting prowess, swiftly advancing to tackle business-critical challenges and actively participating in high-stakes client engagements.
• Being stationed at the client's premises afforded me invaluable insights, enabling me to comprehend their needs intimately and tailor our solutions accordingly. My contributions were consistently recognized, from being lauded as the top new recruit to kickstarting each quarter with exemplary performance. I cultivated a comprehensive understanding of IT infrastructure and its meticulous management, with a notable stint in bolstering security measures to ensure stringent compliance across all servers.
• Collaborating closely with Microsoft vendors, I spearheaded root cause analyses, facilitating seamless resolution of intricate technical issues. As the project progressed, my responsibilities evolved to encompass team management and roster preparation, underscoring my burgeoning leadership Acumen. In this 4 years of journey with Wipro with work I have gained CPGDBA MBA in Operations from symbiosis which made me understand and improve my skill. This multifaceted journey not only enriched my professional repertoire but also instilled a deep sense of fulfillment in driving impactful outcomes within the organization.

Apr 2009 – Nov 2010 · 1 yr 7 mos · India · On-site

• Held multiple roles at HCL Career Development Center (part of HCL Infosystem) from April 2009 to November 2010.
• Served as Trainer for English and Soft Skills, receiving training under BBC English.
• Facilitated interview preparation and helped students succeed in job interviews as Placement Officer.
• Visited campuses to connect with students and facilitate placement opportunities.
• Contributed to business growth through counseling and active participation in client interactions.
• Conducted interviews to assess candidates for various positions within the company.
• Developed skills in people management through diverse responsibilities in training, placement, and administration.