Service Manager
Cognizant Technology Solutions
Total years of experience :19 years, 10 Months
Project Description:
Infrastructure Management Services: Infrastructure support like Service Desk, Store /Warehouse/Office support, Application management, Network and Vendor management.
Role and Responsibilities:
• Manage IT Suppot via IT Support Vendor Engineers (Primary)
• End to End Vendor management for AMC, Warranty & on call basis vendors.
• Managing IT setup for New Stores & Infrastructure Projects
• Manage Weekly Service Reviews & Monthly Service Reviews for Store Warehouse & Office with client on Weekly / Monthly basis.
• Manage Store / Office application rollouts, Activities & Projects with adequate execution planning via Partner engineers & Team leads.
• Manage IT Asset Management across Store, Warehouse & Office locations
• Server Installation & Configuration for new sites/projects/stores
• Co-ordination with ISP for the New Links termination at new stores & commissioning and link issues
• Work with cross functions till the implementation / completion of project (or) till Go Live.
• Site/store/project handover to operations after GO live or post Implementation
• Based on the business support need, organized training to ground resources on POS/ Server/ Applications functionality, Ticketing Tool (BMC Remedy)
• Major incident management (related to Onsite) and providing the RCA on time.
• Drive Process adherence across team members.
• Manage VIP/VVIP office user IT Support services with the help of VIP Support Engineers.
• Achieve current agreed SLA % month on Month.
• Optimize team performance year on year to manage Account profitability without impacting IT Service Delivery.
• Mapping/ creating proper CTI’s to validate resource performance.
• Identify & nominate team members for company provided trainings & certifications.
• Conduct planned Store, Office, Warehouse visits periodically; take User feedback, Drive actionable till closure.
• Work with Project Management team for all projects related to Store, Office & Warehouse.
• Drive innovation ideas to reduce manual effort & enable automation to provide value to client.
• Manage a team of 50+ IT Engineers across South for providing extensive IT Operation support.
• Testing of New rollouts and application in production environment and share the results with ADSE Team.
Project Objective:
Managing ITIS in a well manner to the store/warehouse/offices and provides good incident resolution methods which should target business benefit to the customer.
Project Description:
Infrastructure Management Services: Infrastructure support at Store /Warehouse/Office, Application management, Network management and Vendor management.
Role and Responsibilities:
• Process owner for various activities for FG Projects across South India.
• Process owner for various activities for FG Projects across Kerala region.
• Ensuring that tickets are addressed within the timelines and Defined Specification (SLAs)
• Coordinating the activities of the Clients according to their need.
• Handling Resource planning in FMS.
• Lead and manage onsite support delivery for all supported businesses and functions, across sites.
• Manage escalations, review & actively drive unresolved calls or incidents towards
• Closure, periodically review and ensure that business criticalities are built into service prioritization.
• Preparing the Shift Rosters for the Team Members. Conducting the weekly review meetings with team members as well as with the customer.
• Coordinating with all the branches regarding hardware, software, applications support, LAN, MS -Outlook, hardware procurement, etc
• Leader of a team of 20 IT Engineers across Kerala for providing extensive IT Operations.
• Database support (SQL, Progress)
• Keeping Track of all IT Assets.
• Perform Network Connectivity Activities like configuring LAN, VPN and other connectivity solutions across region
• Conducting audits on weekly basis.
• Monitoring and Tracking all day-to-day activities.
• Reporting Activities to HO/ZO.
Project Objective:
Managing store for IT IS support. Helping Business team on improvement related with IT like POS/Billing/Reporting.
Project Description:
Managing store for IT IS support. Helping Business team on improvement related with IT like POS/Billing/Reporting.
Role and Responsibilities:
• Server Support (Windows 2003 and 2000)
• Database Support like SQL 2000, Progress (POS)
• Symantec Antivirus Server management.
• Mail Software Support
• Application Software Support (SAP-Client Side).
• All types of Hardware and software support for PC’s, Laptops and Printers
• Server Management.
• SAP Technical Support.
• Perform Network Connectivity Activities like configuring LAN, VPN and other connectivity solutions.
• Troubleshooting of problems and determining solutions.
• Monitoring and Tracking all day-to-day activities.
• Reporting Activities
Project Objective:
Managing plant for IT IS support as a third party from IBM. Helping plant team on improvement related with ITIS.
Project Description:
Managing plant for IT IS support for 400+ System.
Role and Responsibilities
• All types of Hardware Support.
• Networking Support.
• Troubleshooting of Software, Hardware and Network Problems.
• All types of OS Support (Windows 98, XP, 2000, Linux Red Hat etc.)
• Mail Software Support (Lotus Notes-Client Side)
• Application Software Support (SAP-Client Side)
• Troubleshooting of all type of PCs like IBM, HP, HCL and Compaq etc.
• Troubleshooting of all types of Printers (HP, Epson, Wipro etc)
B.E in Electronics and Communication Engineering from Madurai Kamaraj University, Tamil Nadu, in the year 2003 with First Class.Scored an aggregate of 71.5%.
Completed Diploma in Electronic from Govt. Polytechnic, Tirurangadi, Malappuram, Kerala.