Abhinav S.

• Experience in managing a team of 25-30 providing HelpDesk Support • Experience in managing Incidents / issues for both Mobile & Broad Band network • Maintaining and Updating KEDB with permanent solutions. • Conduct component failure impact analysis for specific Services and identify issues and opportunities for improvement • Maintaining Incident Register and publish monthly report with their impact / improvements. • Proficient in architecting & deploying new IT solutions by conducting project & risk planning sessions to ensure project success • Conducting risk analysis on all project/maintenance network changes; issue to resolution, considering impact & cost implications • Implemented Post Implementation Review (PIR) process adheres to our Change Management Process. • Preparing & publishing monthly operational performance reports to global customers, management & shareholders • Preparing & publishing monthly Gnoc performance report to management & shareholders with the areas of improvements and enhancements. • Establishing processes & mechanisms to enable improved response time and intelligent notification mechanisms • Evaluates and Identifies existing management system with key areas of process improvements, KPIs, strength & gaps. • Act as a focal point for all Severity P1 & P2 incident and coordinate with different departments to get the speedy results • To circulate the important reports related to Severity P1 & P2 performance as per the instructions • On call support 24x7 for all problems and escalations; act as a owner for the major system outages and issues. • Ensuring a remedial action plan is created for the restoration within SLA • Ensuring timely communication / information flow towards internal & external stakeholders within the SLA • Communicating architectural blueprints for mobilizing rest of the organization to build solutions that fit reporting & metrics needs • Developing architectural & design standards for monitoring & reporting metrics • Ensuring functional & technical feasibility of designs as per applicable architecture standards • Liaising with Department & business partners to enhance operations and providing competitive advantage to the organization • Weekly, Monthly and Quarterly performance reports on the Trouble Tickets (TTs) raised and providing recommendations to Management for the enhancement of the team output; which indirectly lead to play major role for customer satisfaction. • Providing technical support to Field Operations Engineers for drafting approved method of procedure • Serving as organizer & facilitator for several customer focused process improvement workshops, process audits & compliance • Network performance reporting and data analysis; compliance & regulatory reports • Managing quality during development of all GNOC application systems • Delivering regulatory reports to Executive, Shareholders, Lenders, NCC & Other Stakeholders • Supporting Service Delivery Managers for managing service delivery & projects, client accounts, promoting continuous improvement of productivity and customer satisfaction

• Liaised with IT vendors for HCL, TechMahindra & Wipro • Liaises with the configuration Administrator/Librarian on population of the CMS. • Uses the CMS to facilitate impact assessment for RFCs and to ensure that implemented changes are as authorised. • Performs configuration audits to check that the physical IT inventory is consistent with the asset and CMS. • Creates and populates libraries and CMS. • Maintains IT inventory status information and accounting records and reports. • Developed proactive steps to reduce user’s complaints by using solutions • Carried out performance analysis of measurement data including impact of new releases on capacity • Implemented annual audit program • Accountable for: o Commissioning & de-commissioning of IT office infrastructure o Procurement of IT related assets by raising PRs o Receiving EOD support call report and publishing dashboard to Helpdesk /Operations Manager o Daily TT logging & their closure follow-up o Making presentations on (business & network performance to Senior Management on a periodic basis • Looked after: o IT Helpdesk Operations o Daily maintenance of application tracker • Maintained proper escalation matrix with contact numbers & e-mail id’s • Supervised performance, throughput & load on a server • Conducted periodic audits for ensuring compliance • Provided assistance to Project Manager for defining process requirements • Resolved issues for accurate area, application & domain and ensured logical closure from different level