CHETAN BARHATE

• Receive, prioritise, and assign incoming IT support tickets.
• Handling major incidents (P1 & P2)
• Ensure all tickets are properly documented with relevant information such as issue description, user details, and resolution steps.
• Monitor ticket queues to ensure timely response and resolution of issues.
• Escalate tickets to appropriate teams or personnel if needed.
• Serve as a primary point of contact for users submitting IT support requests.
• Provide timely updates to users on the status of their tickets.
• Coordinate communication between users and IT support teams to ensure clear understanding of issues and resolution steps.
• Assign tickets to IT support staff based on skillset, workload, and priority.
• Monitor team workload and redistribute tickets as needed to ensure equitable distribution and timely resolution.
• Review completed tickets to ensure that issues are resolved satisfactorily and within defined service level agreements (SLAs).
• Identify recurring issues and work with relevant teams to implement permanent solutions or process improvements.
• Maintain accurate records of all IT support tickets, including details of issues, resolutions, and any follow-up actions taken.
• Document common troubleshooting steps and solutions for reference by IT support staff and end-users.
• Create knowledge base article defining process if a gap is highlighted
• Monitor and track ticket resolution times to ensure compliance with SLAs.
• Escalate any potential SLA breaches to management and work proactively to resolve them.
• Provide guidance to users on how to submit effective support tickets, including detailed descriptions of issues and relevant information.
• Offer basic troubleshooting assistance to users when appropriate, empowering them to resolve simple issues independently.
• Participate in regular meetings with IT support teams to discuss ticket trends, identify areas for improvement, and implement process enhancements.
• Stay updated on new technologies and best practices in IT support to improve service delivery.

• Maintaining and upgrading internet systems, computer systems, antivirus, communication equipment & systems, entertainment systems.
• Regularly inspecting and maintaining hardware, software, and networks. Resolving any issues that occur directly or by liaising with service /support providers.
• Keeping records of computers, printers, such as make, model, type, delivery date, IP configurations, and passwords.
• Ensuring backup functions are working correctly.
• Providing IT support to the ship staff and company personnel remotely. If the issues cannot be resolved remotely, and if needed to visit the ship and / or shore offices.
• Preparing equipment for the new takeover vessels. Taking quotes, comparisons, and coordinating the supply of consumables for IT equipment for ships and stores.
• Working with the Purchase Manager in placing orders, ensuring quotes are logged into the purchase management system and, in turn, into the accounts system. Forwarding the invoices in time to the purchase manager during the purchase and repairs of any hardware on ships and in the shore offices.
• Negotiating contracts (purchase/maintenance) for hardware and software with vendors. Liaising with providers closely to resolve problems timely and for any upgrades of hardware and software. Checking the invoices for contracts or otherwise when received and communicating with respective vendors in case of any discrepancies.
• Updating software and hardware, including testing of new software, as and when necessary.
• Specifying and budgeting for new systems or changes in existing systems.
• Preparing yearly IT budgets and timely submit them to the Technical Director.
• Arranging Cybersecurity related task ,Danaos, Shipmanager training session for Crew Members.
• Following up with Planned Maintenance System provider on IT-related issues.
• Reporting to the Technical Director specifying the IT & Telecommunications jobs carried out in the week from Monday to Friday of each week, work plans for the next week, and existing IT issues.
• Keeping awareness on innovations related to vessels connectivity.

• Follow ITIL procedure for effective quality delivery and ensuring restoration of service as per the agreed SLA.
• Handling Major incidents (Priority 1 & 2)
• Run the Bridge call for all Critical incidents with all required teams and stake holder.
• Sending Communications / Notifications to End users informing them about the Critical incident and the impact and workaround.
• Coordinating with Vendor / Client Teams for the timely resolution of the issues.
• Follow-up and publish the incidents report.
• Review long pending tickets with Resolver group & provide solution base on process.
• Prepared SOP’s for Service desk & Major Incident.
• Working on Service Now ticketing tool.
• Took session on Skype for process adherence.
• Share SLA reports to client with exceptions.
• Sharing Daily, Weekly, Monthly Reports.
• Handling team escalations.
• Ticket auditing & highlighting to the teams.
• Shift Roster preparation

· Attending customer calls for service issues across PAN India ICICI Lombard branches.

· Optimum utilization of service engineers.

· Call logging and allocation of calls to service engineers as per the geographical area to minimize call response time

· Responsible for delivering of consumables and spare parts at customer location via courier.

· Responsible to take confirmation from customers after call completion by service engineer.

· Making MIS on daily basis.

· Keeping track of pending calls, reasons for the same, ensuring engineers finish the call on time.

· Co-ordination for the replacement of the part, maintaining Excel sheets etc.

· Handling Customer on Phone & Mail.

· Coordinate with logistic and accounts department for installation call log.

• Monitoring Helpdesk Calls through Net console, Assigning and following up with Team Members.
• Logging and Following up Calls which are covered under Vendor Onsite /Offsite Support.
• Address the end users queries / Complaints or issues on Phone or mail and manage resources for the growing business needs.
• Conducting Call Analysis and Productivity Analysis as per the Project requirement with PM and manage the team to ensure a high probability of project success.
• Maintaining Audit related Documents on Daily, Weekly and Monthly basis.
• Knowledge of various Severity levels associated tightly with the SLA and its impact on the Business as well as an end user.
• Reviewing Daily Pending Calls Report with PM as a Morning Call Session, working proactively to avoid SLA Violation towards EOD.

Support Process:-

• Call logging into Remedy Incident Management for DC Incidents.
• Assigning Automatically Generated calls to particular regional Offices.
• Generating Incident basis reports (Daily, weekly and monthly) for Union Bank of India Management.
• Call logging into Remedy Change management as requested by Union Bank of India.
• Creation of support group and support people in Remedy.
• Updating Inventory using the module Asset Management.
• Customized Report generation using SQL query.
• Monitoring all Routers & Links.
• Discovering and configuration of newly installed routers & links in ITNM and TNPM.
• Generating Report from ITNM, Netcool/Proviso 5.2.0 and Crystal report.

Administration and Operation in TNPM & ITNM:-

• Netcool Proviso 5.2 Modules like Dataload, Datachannel, Datamart, Dataview Administration.
• Creating Users in ITNM & TNPM.
• Adding Roles & Report group to the users.
• Adding view current period property to the users.
• Updating of Seed list.
• Creating Profiles in the GUI for Discovery (Graphical user Interface).
• Checking Mib Values through GUI.
• Application support for BMC Remedy, ITNM, TNPM, Crystal report.

Support Process:-

• Call logging into Remedy Incident Management for DC Incidents.
• Assigning Automatically Generated calls to particular regional Offices.
• Generating Incident basis reports (Daily, weekly and monthly) for Union Bank of India Management.
• Call logging into Remedy Change management as requested by Union Bank of India.
• Import Asset Details using Import Tool in Remedy 7.
• Customized Report generation using SQL query.
• Monitoring all Routers & links using Tivoli Net view.
• Discovering and configuration of newly installed routers & links in Tivoli Net view and Wan Insight.
• Generating Report from Wan Insight and Crystal report.
• Remote support for all Union Bank of India Users.

Admin Process:-

• Customization of Remedy as per customer requirements.
• Installation of Client console and Web console of Remedy.
• User Creation and Support for Remedy web console and user Console.
• Application support for BMC Remedy, IBM Tivoli Net view, Crystal report and IBM Tivoli
• Wan Insight manager.
• IBM X Series Windows Server 2003 support.