NARESH BATHRI

• Entrusted to manage delivery of agreed services across the AT&T internal infrastructure Landscape which constitutes of 2.5 L OS instances , Allotted Storage capacity of 430 PB and Backup domain backing up 4 PB of Data. In a 16X7 support model.
• · Was in charge for Transition of AT&T Technology services from in-house to a Service Provider model.
• · SLA and Performance and Coaching.
• · People Management responsibility for 400 + chain of command – including 5 First level Managers / Leads .
• · Act as a second level of Contact for AT&T Enterprise operations for any Service Delivery related escalations.
• · Responsible to run Day to Day operations smoothly across AT&T Infra Landscape – Account dedicated.
• · SRE team functional ownership – Plan , Design and implement for Hyper Mission critical applications – On demand of Customer.
• · Responsible for handling customer’s Ad-hoc requests/projects and co-coordinating with the Team for completion.
• · Widely responsible for overseeing the work of the entire operations and improving service performance through coaching, mentoring and performance appraisals of Team leaders.
• · Work with SME’s to identify opportunities for Automation of repetitive and simple Manual tasks , implement based on feasibility in accordance with the T4 planning and Engineering team .
• · Responsible for running and managing resource yearly appraisal cycle for 100+ team members.
• · To make sure team meets the efficiency ratio’s set by Account and Platform management which are consistently reviewed based on standard service models.
• · Available oncall 24x7 as my team works round the clock.
• Developed team communications and information for meetings.
• Maintained energy and enthusiasm in fast-paced environment.
• Resolved conflicts and negotiated mutually beneficial agreements between parties.
• Drove operational improvements which resulted in savings and improved profit margins.

· Entrusted to manage delivery of agreed services across the AT&T internal infrastructure Landscape which constitutes of 2.5 L OS instances , Allotted Storage capacity of 430 PB and Backup domain backing up 4 PB of Data everyday . In a 16X7 support model.

· Act as a third level of Contact from AT&T Enterprise operations for any Service Delivery related escalations.

· Responsible to run Day to Day operations smoothly across AT&T Infra Landscape.

· Analyze and publish SLA trends, Stabilization and corrections when required.

· Responsible for Cost of Delivery Measurements – OpeEx vs Return of Investment (resources, billing and time spent).

· Responsible for handling customer’s Ad-hoc requests/projects and co-coordinating with the Team for completion.

· Widely responsible for overseeing the work of the entire operations and improving service performance through coaching, mentoring and performance appraisals of Team leaders.

· Work with SME’s to identify opportunities for Automation of repetitive and simple Manual tasks , implement based on feasibility in accordance with the T4 planning and Engineering team .

· Identify opportunities for skill improvement and Enhancement of team members , arrange periodic training to overcome improvement areas .

· Responsible to Oversee ownership in reviewing, revising and auditing all policies and procedures as required for internal IT audit compliances.

· Responsible for running and managing resource yearly appraisal cycle for 100+ team members.

· To make sure team meets the efficiency ratio’s set by Account and Platform management which are consistently reviewed based on standard service models.

· Available oncall 24x7 as my team works round the clock.

Leveraged offshore and Onshore teams via telepresence, managing diverse personnel across varying levels of technical expertise.

• Tasks Handled.
• Entrusted to manage delivery of agreed services across the NA region for 12 Major Enterprise Clients 24X7.
• Act as a second level of Contact from CSC for any Service Delivery related escalations.
• Responsible to run Day to Day operations smoothly across 14000+ Backup Servers in NA region.
• Analyze and publish SLA trends, Stabilization and corrections when required.
• Responsible for Cost of Delivery Measurements (resources, billing and time spent).
• Responsible for handling customer’s Ad-hoc requests/projects and co-coordinating with the Team for completion.
• Widely responsible for overseeing the work of the entire operations and improving service performance through coaching, mentoring and performance appraisals of Team leaders.
• Work with Team Supervisors to identify opportunities for improvement in service, efficiency and productivity.
• Analyze Monthly CSAT/ BRAG survey results and prepare action plan in collaboration with Quality team to improve the scores with specific timelines and deliverables.
• Responsible to Oversee ownership in reviewing, revising and auditing all policies and procedures as required for internal IT audit compliances.
• Responsible for running and managing resource yearly appraisal cycle for 50+ team members.
• To make sure team meets the efficiency ratio’s set by Account and Platform management which are consistently reviewed based on standard service models.
• Available oncall 24x7 as my team works round the clock.

• Key Tasks Handled.
• Entrusted to Implement and Operate facility Management Services for Major HP Enterprise Clients.
• Customer Management; Act as a First point of Contact from HP for any Service Delivery related escalations.
• Responsible to run IT Helpdesk Day to Day operations smoothly across all agreed DRL sites.
• Project Management with respect to scope of work and implementing new operational processes.
• SLA trends Management, Stabilizations and corrections.
• Responsible for Cost of Delivery Measurements.
• Responsible for handling customer’s Ad-hoc requests and co-coordinating with Team for completion.
• Widely responsible for overseeing the work of the entire operations and improving program performance through coaching, mentoring and performance appraisals of Team leaders.
• Work with Team Supervisors to identify opportunities for improvement in work, efficiency, productivity.
• Analyze CSAT survey results and prepare action plan in collaboration with Quality team to improve the scores with specific timelines and deliverables.
• Responsible to Oversee ownership in reviewing, revising and auditing all policies and procedures as required for internal IT audit compliances.
• Responsible to create new and review existing scopes for on-going business development plans.
• Analyze performance results and implement department improvements.

• Tech Operations.
• Key Tasks Handled.
• Entrusted to Plan, Design, Implement and Operate Technology Services for the client Directpointe, UT, USA.
• Widely responsible for overseeing the work of the entire operations and improving program performance through coaching, mentoring and performance appraisals of Team leaders.
• Work with Team Supervisors to identify opportunities for improvement in work, efficiency, productivity.
• Overall responsibility for managing the flow of operations for Directpointe, UT, USA client program.
• Analyze CSAT survey results and prepare action plan in collaboration with Quality team to improve the scores with specific timelines and deliverables.
• Single point of Contact for the Client @ Nukala and to Manage the health of the span in terms of a people friendly environment.
• Leading a team of shift leads to ensure that all training and development needs of the operational staff are met.
• Responsible to Oversee ownership in reviewing, revising and auditing all policies and procedures as required for internal IT audit compliances.
• Responsible to create new and review existing scopes for on-going business development plans.
• Analyze performance results and implement department improvements.

• Key Tasks Handled.
• Managing 150+ Servers (Windows 2003/ HPUX 11.0) in a critical business environment.
• Supervising team of junior administrators in performing system setups, backups, hardware and software Troubleshooting, file/print server and client systems optimization.
• Administering smooth functioning of the client’s IT and Network infrastructure.
• Documenting day to day Windows Server management routines like Backups, Windows Updates.
• Active Directory Operations.
• Support, Monitoring & troubleshooting.
• Logging Service / Support oriented tickets with the Hardware Vendor’s and Coordinating Service Delivery.
• Perform daily backups, maintain backup system, and verify that backups are working on all critical Systems using HP Data Protector 6.0.
• L1 Administration of Exchange 2003 and L2 where required.
• Documenting and Implementing Disaster recovery plan modules according to the client requirements.
• Performing Weekly Ignite Backups on individual UNIX Server’s.
• Monitoring and Management of Clustered and Network Load Balanced Application Server’s.
• Liaising on a daily basis with onsite SDM to meet client requirements and standards.
• Adding/Removing devices, Updating Device Drivers, Installation of Third Party Applications on Servers.
• Monitoring and Administration of HP EVA 4000 SAN and HP MSL8096 Tape Library.

• Handled.
• Administering smooth functioning of the client’s IT and Network infrastructure.
• Documenting day to day Windows Server management routines like Backups, Windows Updates.
• Creating and editing Group policy for different departments in the organization tree etc.
• Planning and conducting on-site customer training for system administrators and end-users.
• Assisting and aiding Marketing team in surveying, designing and supporting IT infrastructure of new/badly managed companies and advising them about the Microsoft licensing and IT infrastructure upgrades.
• Logging Service / Support oriented tickets with the Hardware Vendor’s and Coordinating Service Delivery.
• Scheduling and Monitoring Backup’s on Veritas Backup Exec 10/11d and NT backup.
• Migrating NT/2000 to Windows sever 2003.
• L1 Administration of Exchange 2003.
• Documenting Disaster recovery plan modules according to the client requirements.
• Liaising on a daily basis with onsite SDM to meet client requirements and standards.
• Adding/Removing devices, Updating Device Drivers, Installation of Third Party Applications on Servers.
• Providing telephone technical support from our corporate office when not involved in an on-site visit and performing other collateral duties that may include new product testing, quality assurance, hardware testing, documentation, and the design or modification of customer training programs.

• Key Tasks Handled.
• Installing components onto ATM‘s at different sites spread over the North west and North east Territories, working on contract basis.
• Managing disk space, user profile creation and user rights management.
• Administering smooth functioning of the client’s IT and Network infrastructure.
• Performing Weekly Ignite Backups on individual UNIX Server’s.
• Traveling and installing required components/software on the ATM’s based on self supervised approach.

• Key Tasks Handled.
• Handling BT telephone exchanges on the Main Distribution Frame after banking hours and on weekends.
• Working under the Senior Frame Engineer replacing and installing jumpers for the new and changed ADSL connections for both BT and non BT customers.
• Performing manual testing of connections after installing jumpers.

• Key Tasks Handled.
• Administering user guidance, troubleshooting and technical support (3rd line) of SystmOne software.
• Developing the software, ranging from assessing initial suggestions right up to testing implemented changes.
• Coordinating and interacting with customer, involving resolution of Severities and liaising with the LSP (Local Service Provider for the northeast UK, Accenture) over Severity and SLA management on an hourly basis.
• Logging Service / Support oriented tickets with the Hardware Vendor’s and Coordinating Service Delivery.
• Scheduling and Monitoring Backup’s on Veritas Backup Exec 10/11d and NT backup.