Achin Tiwari

• As Back Office Lead, accountable for managing 24/7 operations, ensuring timely response and resolution of all alerts and alarms within SLA, conduct regular health checks and produce various reports. Collaborate closely with Incident Managers and SMEs to address service-impacting critical alarms promptly. Highlighting repeating alarms to leads and getting them addressed permanently.
• Provided ongoing training and professional development opportunities for back office staff, promoting skill growth and advancement within the company.

SM LEAD

• Accountable for 24/7 Incident Management operations, focused on swiftly restoring normal IT service functionality while minimizing the impact on business operations.
• Collaborate closely with the Problem Manager and Change Manager to proactively reduce the risk of recurring issues and effectively tackle post-deployment challenges. Work with the technical team to develop root cause analyses and address any action items that emerge from these findings.

PMO

• Accountable for weekly governance meetings with the onsite team, overseeing financial reports,budget and timesheets for the project, ensuring SLA compliance, driving process improvements and automation initiatives, and preparing monthly project reports. Additionally, responsible for managing project resources.

• Responsible for availability and support of multiple applications like MDG, M-Commerce, MNP, NPG, Internal facing, and Blackberry, and Operations Manager for multiple products in Idea Business Solution.
• Monitored and tracked deliverables from multiple vendors: IBM, Comviva, TCS, and Flash Networks.
• Oversaw infrastructure support, ensuring WAN availability and establishing new zone, MSC, and COCO connectivity, while managing system allocation and helpdesk operations. Planned hardware upgrades for MDG setup to accommodate data growth and bandwidth requirements for existing and new offices.
• Coordinated with business units and IT teams on new project rollout activities, including data transformation, end-user training, testing, and UAT. Engaged with end users through regular visits to ZO, RO, MSC, and MI stores to address and resolve IT-related issues and requests.

• Responsible for maintenance and availability of DMS, AVAM, ICMS, DocMS, HHD, POS, and Webportal applications.
• Managed the monthly SLA sign-off with customers for the aforementioned applications and major incidents.
• Collaborated directly with customers and the development team to gather business requirements for SIT/UAT and implement new functionalities in the production environment.
• Ensured Process Adherence & Audits.

• Responsible for LAN/WAN availability and local Data Center management.
• Responsible for Service Desk operations.
• Ensured process adherence, compliance and external audits.

• Responsible for LAN/WAN administration and local data center.
• Call center administration and vendor management.
• Indenting and procurement.
• VAS operations & zonal operations.