Responsibilities:

•       SPOC Management interface between DHL Express and Service provider.                                                        

•       Support & Guidance to Team-Members.

•       Prioritizing the calls and handling escalations.

•       Visiting DHL-Express Branches & other offices.

•       Technical help the team to close the calls within SLA.

•       DHL Express New-IT Projects completed within define time of particular Project.

•       MIS Report on Monthly Basis provided to Rick Macherney-DHL IS Manager-INDIA

Responsibilities:

1.     Understanding the customer’s needs.

2.     Handle all Major escalations & speedy solution.

3.     Managing 18 + MNC Customer for Western Region (Gujrat to Goa) for IT Infrastructure Support & FMS, AMC etc.

4.     Monthly visit with all IT SMT of Western Region Customer.

5.     Preparing MIS Report on Monthly basis.

6.     Negotiate & Close Business Contracts.

7.     Support & Guidance to Team Members.

8.     Help the team to close the calls within SLA.

Responsibilities:

        1.  Voyager Project-Win XP to Win7 migration for 700 users with New Dell Laptop.

        2.  Monitor IMS activity e. g Asset, Vendor, Operation, transition.

       Responsibilities:

       1.   India IT IMS management from Noida corporate office.

       2.   Monitor Data Centre operation with Server & Network Team as per CNH guidelines.

       3.   Monitor IMS activity e. g Asset, Vendor, Operation, transition.

       4.   Monthly MIS and review meeting with Customer and suggestion.

       5.   Support & Guidance to team Members.

Handles & continue below reputed IGATE IMS-D contract for IT-IMS Service Delivery.   

•       Le-Muir Group contract, RBC Year contract, DB Schenker Year contract, Matrix Cellular Year contract, Franklin Templeton Year contract, Alstom Year contract.

•       SLA Based IMS Support for all above companies for a Year contract

•       IT Helpdesk Management. @ SLA-95%

•       Service Request and Incident management either by customize software (Remedy, ICare etc.) or on excel.

•       IMS Service Reports:- Monthly

•       Monthly visit to Customer for IMS support review and suggestion.

•       Reliance Infra Project as Transition Manager. – ( 8th Apr  2013 to 21st Dec 2013)

       Responsibilities:

       1.   IT Operation Management & SLA Achievement-understanding R Infra Operations.

       2.   SOP Management for Network and SCADA.-Understand NW operations.

       3.   IT Resource Management- Resource pulling and convey resources about IGATE.

       4.   Incident & Service Request Management-understanding process

       5.   Transition Management –Doing all R Infra Transition from previous Vendor to IGATE     

               For FMS deployment.    

•       Alstom India Ltd. ,Noida  –  (16th Feb 2013 to 4th April 2013)

       Responsibilities:

       1.   Monitor IT Asset Management with Asset team

       2.   IT Resource Management of IGATE for Alstom.

       3.   Incident & Service Request and Asset Management on ITSM v 7.0 using BMC

             Remedy Software.