Deepak Gurung

Responsibilities:

• Develop and implement IT infrastructure strategies aligned with the organization's overall objectives. This involves understanding business needs, technology trends, and industry best practices.
• Provide leadership and direction to the IT infrastructure team, including hiring, training, mentoring, and performance management. Ensure that team members have the necessary resources and support to carry out their responsibilities effectively.
• Oversee the design, implementation, and maintenance of IT infrastructure components, including networks, servers, storage, and cloud services. Ensure that infrastructure solutions are scalable, reliable, and secure.
• Develop and manage budgets for IT infrastructure projects, operations, and maintenance. Identify cost-saving opportunities and optimize resource allocation to maximize ROI.
• Evaluate and select vendors for IT infrastructure products and services. Negotiate contracts, manage vendor relationships, and ensure that vendors deliver on their commitments.
• Implement security policies, procedures, and controls to protect the organization's IT infrastructure from security threats and compliance risks. Stay updated on cybersecurity threats and regulatory requirements.
• Develop and maintain disaster recovery and business continuity plans for IT infrastructure systems and services. Conduct regular tests and drills to ensure readiness for potential disruptions.
• Monitor the performance and availability of IT infrastructure systems and services. Identify bottlenecks, optimize configurations, and implement performance tuning measures to ensure optimal performance.
• Establish change management processes and controls to manage changes to IT infrastructure configurations, applications, and services. Ensure that changes are implemented smoothly with minimal disruption to operations.
• Collaborate with other IT teams, business units, and senior management to align IT infrastructure initiatives with business objectives. Communicate effectively with stakeholders to ensure transparency and alignment.
• Promote a culture of continuous improvement within the IT infrastructure team. Encourage innovation, experimentation, and learning to drive efficiency and effectiveness.
• Established department goals and Key Performance Indicators (KPIs) using real-time analytic to take a proactive versus reactive response to problems and opportunities.

Responsibilities:

• Lead, manage, monitor, mentor and grow Network team responsible for supporting core and shared network infrastructure hardware and OS
• Own operations and administration of our production Network services to ensure reliability, recoverability, and optimum performance.
• Ensuring clarity around priorities and goals for the entire functional area
• Create efficiencies and improve performance and reliability of the environment by use of latest technologies advancement, automations, and process improvements
• Provide thought leadership on our global network and cloud transformation
• Liaise effectively with Service Managers, Project Managers, Security, Product and Operations teams to effectively provide exceptional service to clients
• Working with senior management and other peers for strategy development and execution planning
• Create, manage, and report against KPIs for incidents, requests, changes, and problems, overseeing all platform change management and deployment activities
• Conduct reviews with senior leadership to review the progress/ status of function
• Handling client escalations to ensure support engineers are focused and addressing the issues
• Driving continuous improvements within the area of responsibility
• Taking proactive approach to risk management, ensuring risks and issues are identified, addressed, and reported and, where appropriate, escalated
• Ensure team has appropriate standard process, checklists, guides, best practices, and procedures
• Work with process owners to assist in the adoption and adherence to ITIL processes

Responsibilities:

• Provides technical support and research related to the definition, development, implementation, maintenance, and support of applicable systems, applications, products, and services.
• Operations support and troubleshooting experience including Monitoring and Scripting
• Responsible for the design, support, and maintenance of a large monitoring infrastructure via various monitoring tools like Zambia, Run Scope, New Relic, etc.
• Contributed to UAT and live environment testing, identifying and rectifying errors for robust software performance.
• Provides software support or technical support services typically in a defined moderately complex project.
• Familiarity with supporting database, application & web servers in a high-availability high-performance clustered environment

Responsibilities:

• Providing support to SYF employees via phone, E-chat, web tickets and portals
• Providing Desktop support, IT assistance including application support, hardware and software installation and troubleshooting
• Perform the deployment of computer systems and peripherals
• Respond to IT requests from all emails, portal, and telephone within the agreed targets
• Assisting user with password issues for multiple apps including both Mainframe and Web based applications
• Assisting user by providing remote support in setting up outlook and helping them troubleshoot the general outlook issues
• Troubleshooting internet issues and browser issues
• Taking remote session of the user's system via LogMeinRescue and assisting them with general desktop issues
• Managing user profiles and accounts using Active Directory
• Alerts / Dashboard Monitoring - monitor and complete first line checks
• Assigning tickets to L2 support teams in timely manner
• Keeping regular check over the open incident and make sure that the SLA's are not breached.

Responsibilities:

• Specialized in testing, diagnosing, and rectifying the faults on the broadband circuit via applications provided
• Reporting and making sure that the SLA's are met
• Conducting process Trainings regularly for New joiners and Junior staff
• Conduct quality checks on the decided parameters.