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CV, Indian Seeking Worldwide Oppotunities As IT Service Desk Manager

I am currently available for work
Serial No: 5967
(19/11/1980, male)
List top 5 skills: active directory, desktop support, it helpdesk, service desk, windows support
Current location: 

India - View on map

Worked as an Assistant Manager – IT Infrastructure/Operations at Omniglobe International /Agilis International, Gurgaon since April’2010 till October’2012 (2 Years & 6 months). The Job included :


Responsibilities:

  • Coordinating with the vendor for the required monthly IT materials/peripherals
  • Managing the IT Helpdesk/Service Desk
  • Resolve daily issues of complex scope that impact the team and overall business objectives.
  • Manage helpdesk resources for optimal performance
  • Reduce disruption for IT support staff and End Users
  • Manages support for all office infrastructure technologies across all tiers within agreed timeframes or SLAs
  • Prepare monthly volume statistical report. Helpdesk report, Incident report, Change report etc
  • Escalating and closing issues as per the defined SLA’s
  • Managing and regularly updating Asset inventory, mail inventory, software inventory
  • Maintaining/updating floor diagrams in case of any changes
  • Planning the rosters to cover all the shifts to manage IT support round the clock
  • Supervise and synchronize activities during an incident
  • Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
  • Proficient in using Remedy ticketing tool for incident Management
  • Builds and maintains vendor relationships and manages the purchase of hardware and software products
  • To make sure the all Critical and Major Incidents are addressed within SLA response and sending out the Critical Alerts for such Incidents.
  • Managing the IT Helpdesk Server, Admin Helpdesk and HR Helpdesk
  • Working on ITIL framework ( Incident, Request, Change Management)
  • Coordination with different ISP vendors (Sify,Airtel,Aircel) in case of escalations
  • Ensure that vendor partners are effectively managed while assuring contract compliance
  • Assist in the evaluation, transition and monitoring of vendor performance
  • Responsible for procuring different telecom devices (Telephones, Headsets, IP Phones, Polycom, Avaya etc)
  • Responsible for price negotiation with vendors
  • Making sure company’s information security adheres to PCI DSS
  • Making sure Network inventory ,Asset inventory , software inventory etc. are updated on a regular basis
  • Maintenance of Vonage Phones and VOIP phone lines
  • Procuring materials accordingly for the new projects
  • Implementation and functioning of APC UPS and contract renewal
  • Reducing the impact of change on the business.
  • Follows the change management protocol for all the identified changes
  • Make sure services are restored as quickly as possible, in a controlled and managed fashion following an Incident.
  • Participate in the escalation process and involve the appropriate service manager as required.
  • Incidents are managed proactively in the interest of the Customer
  • Windows NT Backup
  • Using Cyberroam to monitor, report and manage internal Internet usage.
  • Creating/Deleting FTP accounts
  • Managing and keeping backups of servers
  • Shifting Network traffic between ISP’s as per the requirement
  • Implementation and managing CCTV, Biometric Devices, VoIP Lines
  • Applying group policies on the network as the requirement
  • To participate in the recruitment of new Team members as and when required
  • Interdepartmental Co-ordination with IT, HR, Finance and Administration and their Department Heads.
  • Collaborates with peers and senior managers to define, enhance, and adhere to defined processes for all operational tasks
  • Proactively meets with office leadership on a quarterly basis
  • Coordinates local "projects" such as moves, acquisitions, etc.
  • Provides input for budgeting, improving processes and maintaining standards
  • Manages activities of outsourced staff (as applicable) and follows up on service issues
  • Uses corporate incident management system to record and track all support work
  • Maintains accurate hardware and software records for corporate assets
  • Supports team's abilities and functions through positive customer relations
  • Time Desk attendance system , Biometric system
  • Key role in all HR initiatives such as IT Recruitment, Annual Performance Management exercise, Employee engagement initiatives and other initiatives taken from time to time.
  • Monthly IT department’s materials requisition
  • Overseeing and participating in ISO and ISMS Audits
  • Interacting with the various technology teams across the globe to expedite escalations
  • Interacts with internal clients on all levels to help resolve IT-related issues and provides answers in a timely manner
  • Planning and implementation of additions, deletions and major modifications to the supporting regional infrastructure
  • Managing different teams consisting of IT Helpdesk Executives, Network Engineers, Server Engineers, MIS Team and IT Helpdesk Team Leaders
  • Responsible for network monitoring, automatic escalation and notification of critical events, service level reporting, performance reporting,
  • Email server management, creation of new email ids, email data security & backup
  • Providing 24X7 helpdesk services through intranet, email & in person
Worked as a Shift Manager / Team Manager ( EXL IT Operations) at EXL posted by MICROLAND,Noida From Jan’07 - Apr’10 (3 Years 3 Months).The job included:

Responsibilities:
  • Heading EXL IT Operations.
  • Oversees all help desk activities at the regional level.
  • Responds to escalated help desk issues.
  • Ensure that the provision of the service is restored as quickly, ensuring the best possible level of service quality and availability and compliance with service levels.
  • End-to-End management of global high severity incidents reported to the Service Desk from the point of initiation to the point of resolution.
  • Incidents are managed proactively in the interest of the Customer
  • Reduce disruption for IT support staff and End Users
  • Proficient in using Remedy tool for incident Management
  • Escalating and closing issues as per the defined SLA’s
  • Interacts with internal clients on all levels to help resolve IT-related  issues and provides answers in a timely manner
  • Windows NT Backup
  • Managing and keeping backups of Servers
  • Request Management, Incident Management , Change Management , Problem Management
  • Implementation and managing CCTV, Biometric Devices, VoIP Lines
  • To manage different teams comprising of Service Desk Associates, Remote Support Analysts, Desktop Technicians, MIS Analysts and Service Desk Team leader.
  • Assists in the planning and implementation of additions, deletions and major modifications to the supporting regional infrastructure.
  • Oversees the administration of the company's WAN.
  • Manages and develops upgrades to the company's telephone system at the regional level.
  • Oversees troubleshooting, systems backups, archiving, and disaster recovery and provides expert support when necessary.
  • Works with project teams to help implement Internal Systems.
  • Builds and maintains vendor relationships and manages the purchase of hardware and software products.
  • Manages the purchasing of all software, hardware and other IT supplies at the regional level.
  • Interdepartmental Co-ordination with IT, HR, Finance and Administration.
  • Liaison with various support departments to oversee center-wide recruiting, training, development and retention.
  • Oversee day-to-day operations and business planning, ensuring staff safety, physical  site security, operational efficiency and service quality excellence.
  • Ensuring SLAs of each process are met and seamless flow of MIS reports to clients.
  • Conducting weekly and monthly performance reviews with the Team Leads.
  • Develops and implements operational practices that establish positive  employer-employee-client relationships and promote high levels of employee morale
  • To drive, manage and close the new business acquisitions and ensure smooth transition to the Operations
Worked as a Team Leader (IT Operations Support) at PEROT SYSTEMS (Infrastructure Solutions), Noida, U.P May’04 – Jan’07 (2 Years 8 Months) .The job included:

Responsibilities:
  • Ensure that the provision of the service is restored as quickly, ensuring the best possible level of service quality and availability and compliance with service levels.
  • Communicating courteously with customers by telephone, email, letter and face to face
  • Incidents are managed proactively in the interest of the Customer
  • Reduce disruption for IT support staff and End Users
  • Participate in the escalation process and involve the appropriate service manager as required.
  • Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants
  • Using Remedy tool for incident Management
  • Manages the purchasing of all software, hardware and other IT supplies at the regional level
  • Implementation and managing CCTV, Biometric Devices, VoIP Lines
  • Managing Asset and Vendor Management
  • Escalating and closing issues as per the defined SLA’s
  • Managing and adhering to SLA & conducting Quality checks.
  • Request Management, Incident Management , Change Management , Problem Management
  • Managing a large team and ensuring service delivery.
  • Conducting Annual Appraisals for the team members, Action plan and Performance improvement Plans
  • Developing feedback or complaints procedures for customers to use.
  • Assess training needs, provide training opportunities and train new hires and existing staff.
  • Hold regular team meetings with Team Members to ensure that there is constant flow of information
  • Assess performance of Team Members and conduct Annual , Performance appraisals
  • Training staff to deliver a high standard of customer service
  • Review and approve the knowledge base articles for accuracy.
  • Maintain regular client interaction.
  • To develop Team members potential
  • To role model and manage team punctuality ,attendance , breaks and conduct
  • Providing feedback and assisting other Managers in various issues pertaining to the improvement of the process and team performance.
  • Check progress for each agent towards completing Perot annual performance goals.
  • To manage all changes that could impact on IT ability to deliver services through a single, centralized process of approval, scheduling and control to ensure that the IT Infrastructure stays aligned to business requirements
  • Conducting specific training need analysis through personal discussions with Teams/Team Leaders   for various programs to be delivered for operations and support functions
  • Maintain a flow of communication between the IT Department and Customers/Users
Areas of interest: Body building, Listening to music, Internet surfing, Playing guitar.

Spoken languages: 

english

Locations I am interested in working: