Summary
Overview
Skills
Work History
Certification
Education
AccountManager

ANUPAM SHUKLA

Senior Consultant - Infrastructure Management

Summary

More than 14.10 years of experience in Provisioning and Commissioning, Application Operations & Maintenance, Troubleshooting, IT enabled Services & Network Service Assurance. Competent professional in Process management, Data Reconciliation, Team management, Project management, SLA Management, Incident /Change/Problem & Service Management. Demonstrated communication and Client relationship management skills with the ability to lead and work in cross-functional teams in a cross-cultural environment. Focused and equipped with thorough knowledge and technical understanding coupled with an analytic bent of mind and confident to take challenging assignments. Excellent interpersonal skills with problem solving logical thinking and analytical abilities.

Overview

15
15
years of professional experience
4
4
Certifications

Skills

Service Management

undefined

Work History

Senior Consultant - Infrastructure Management

Infosys Ltd.
10.2016 - Current
  • Working in Devops environment for ServiceNow Application as Ops Manager
  • Planning and Updating for Operation readiness for new projects to POs also for any enhancement or change activity
  • Work closely with ServiceNow functional team to build requested items and task using workflows to manage processes from the customer to the fulfillment team
  • Build out lifecycle process to mitigate risk and ensure platform remain current, in accordance with industry standard methodologies
  • Working in Agile methodology and participating Stand-up, Sprint Planning, Backlog refinement, retrospective, and showcase
  • Run incident resolution within the environment, facilitating teamwork with other departments as required
  • Design, Develop, deploy, and run operation of infrastructure services in client environment
  • Review the new changes in CAB call as a CAB member
  • Manage Support documents related application Operation (Support Plan, DR, Vulnerability support doc, risk database)
  • Communicate all key project plan, commitments, and changes including requirements, QA plans, schedule, and scope changes
  • Manage risks and resolves issues that affect release scope, schedule, and quality
  • Handle schedule and processes surrounding our application deployment
  • Facilitate communication to all stakeholders before any Deployment in Production or any change
  • Monitoring daily Operations, Operational feedback/improvement
  • Managing DevOps team of 15 members
  • Conduct Release Readiness reviews, Milestone Reviews, and Business Go/No-Go reviews
  • Managing all Incident, Problem and change tickets, also prepare RCA incident report for internal and external customers
  • Address potential issues and provide inputs for future process improvements
  • Analyzing business results and Performance KPI's
  • Creating support plan to run smooth operation for platform team
  • Coordinating with onshore and providing required support and solutions
  • Identifying the root cause of the Production incidents and Fix.
  • Determined areas for improvement and implemented processes to alleviate problems.
  • Developed custom solutions based upon clients' strict requirements.
  • Presented project scopes to employees and executives, proposing timelines, budgets and specifications.

Assurance Manager

Infosys Ltd.
  • Working on project as Service Delivery Manager
  • Transition, planning and overseeing the transfer of key element for the operational readiness
  • Service transition coordination focal point for transition and training
  • Facilitate cross organizational communication
  • Drive the strategy to evolve and modernize existing tools and process to enable highly secure and scalable operation
  • Monitoring daily Operations, Operational feedback/improvement
  • Managing CHCS (UC-Voice) MACD team (L1&L2) of 20 members
  • Address potential issues and provide inputs for future process improvements
  • Developing operational management tools, process, and best practices
  • Analyzing business results and Performance KPI's
  • Handling escalations and ensuring customer satisfaction (NPS).
  • Established governance, organization and management structure to meet program protocols.
  • Assessed existing policies and procedures to meet goals and objectives and encourage on-time reviews.
  • Supervised corrective actions and improvement plans and developed reporting mechanisms to supply briefings to management.

L2 & L3 Assurance Manager

Infosys Ltd.
  • Working on project as L2 & L3 Assurance Manager
  • Provide-technical advice, recommendations, and customer consultancy for IP Voice customers
  • Mapping client's requirements and coordinating, developing, and implementing processes
  • Diagnose and restore complex issues associated to client IP Telephony networks, infrastructure, products, and services supplied and operated by Client
  • Evaluate software and hardware enhancements to platforms, system, and network equipment, including participation in the appropriate approval processes
  • Conduct diverse and no-routine agreed after-hours activities relating to assurance
  • Participate in the program to ensure the successful integration of new IP products, services & processes to the group
  • Provide pro-active Change management with customers to ensure that customer impact of service/network changes and planned outages are minimized
  • Cooperation with internal and external resources to complete assurance task
  • Perform RCA of critical tickets to drive Automation and proactive support measures from tickets and P1 RCA's.

L2 & L3 Assurance Manager

Tekskills India Pvt. Ltd.
01.2015 - 03.2016
  • Worked on project as L2 & L3 Assurance Manager for Infosys Ltd.

Engineer Network Operations (L-2)

RimHub India Pvt. Ltd.
07.2011 - 07.2014
  • Respond and resolve network problems providing efficient and timely solution for Primus Telecommunications Canada's voice, data, and internet networks
  • Managing trouble ticket and follow up and troubleshoot issues till the ticket is closed with Level 1, 2 &3 supports
  • Pro-actively identify problems and improper functioning of the network where possible
  • Facilitating various Internal &Telco maintenances under the process of Change management
  • Managing Veraz Softswitch, Genband Softswitch and Media gateways (I-Gate Edge and Pro) using EMS and XMS
  • Responsible for POI configuration, Interconnect testing, traffic management and maintaining the quality of the wholesale voice traffic.

Engineer Network Operations (L-2)

Prima Telecommunication Ltd
04.2010 - 07.2011
  • Configuration and troubleshooting of NGN applications on Veraz Soft Switch
  • Commissioning, Set up, operation and maintenance of the Switch/Routers/ Media gateways/Protocol Converters
  • Provisioning of Veraz Media Gateways (I-Gate-4000 EDGE, I-Gate-4000 PRO)
  • PRI, SS7 and ISUP Trunk groups' configuration in EMS console for transition of calls - PRI to PRI, ISUP to SIP and vice-versa
  • XMS operation to perform the Configuration of PRI, SS7, SIP signaling in Media Gateway, and channel configuration
  • Analysis of traffic over Media gateway (I-Gate 4000), coordination with field team for connection of E1 over it and create signaling for appropriate E1s.

Resident Engineer (L-1)

Team Lease Services Pvt. Ltd
01.2009 - 04.2010
  • Worked on project as Resident Engineer (L-1) for NGN Phase1 / NLD NETWORK PROJECT of Railtel Corporation of India Ltd.

Certification

ITIL V3

Education

B. Tech. in Electronics & Communication -

College of Science & Engineering Jhansi, (UPTU)

Similar Profiles

CREATE PROFILE
ANUPAM SHUKLASenior Consultant - Infrastructure Management