Deepak L

SIAM Governance #

• Regular Governance with client agents who are in purview of their process

• Implementation and maintenance of the ITSM platform, processes and procedures across the internal organizations and external providers (as appropriate)

• Implement OLAs and KPIs as agreed by the Customer, covering interactions between all parties

• Identify and implement other process improvements and ITSM platform/integration enhancements

• Provide guidance across Client agents in fulfilling their roles and responsibilities

• Enforce, govern, and execute the defined processes

IT Service Continuity and Disaster Recovery #

• Ensures that Disaster Recovery Plan are updated to the current situation and verifies that the interlock to the regions’ plans across Client Agents are maintained

• Prepares the Master Disaster Recovery Testing.

• Ensures that Service Continuity Plans are created and maintained.

• Coordination of regular testing of all Disaster Recovery Plans working with the regions as per the Agreement

• Coordinating the planning and organizing of ITSCM Disaster Recovery exercises

• Working with the crisis management organization during a disaster invocation including post reviews

Capacity Management #

• Define, make available, maintain, and communicate the Capacity Management

Policies and Procedures.

• Provide support and guidance to the Department and its Client Agents in

fulfilling their capacity management roles and responsibilities.

• Progress all capacity related issues raised by the Department with the appropriate

Client Agents.

• Proactively identify capacity management process improvements, make appropriate recommendations to Client Agents and co-ordinate improvement

activities that span multiple Client Agents.

• Monitor and manage stakeholder compliance to the Capacity Management Policies and Procedures and inform Client Agents of any Client Agent material non-compliance.

Availability Management #

• Accountable for the deployment, review, and audit of the Availability Management process

• Determine the Availability requirements for new or enhanced IT Services

• Create Availability and recovery design criteria to be applied to new or enhanced Infrastructure design

• Ensure the levels of IT Availability required are cost justified

• Produce and maintain the Availability Plan

• Monitor actual Availability achieved versus targets and to ensure shortfalls are addressed

• Promote Availability Management awareness and understanding within the IT support organization

IT Security #

• Minimize business losses and subsequent liabilities to the Organization.

• Minimize the possible impact of the incident in terms of information leakage, corruption, and system disruption, etc.

• Ensure that the response is systematic and efficient and that there is prompt recovery for the compromised system.

• Ensure that the required resources are available to deal with incidents, including manpower, technology, etc.

• Ensure that all responsible parties have a clear understanding regarding the tasks they need to perform during an incident by following predefined procedures.

Define and Implement Capacity Management policy, process and procedures.
Performing sizing on all proposed new systems.
Forecasting future capacity requirements based on Operation and or business plans, usage trends, sizing of new services, etc.
Ensuring that appropriate levels of monitoring of resources and system performance are set.
Maintain a Capacity Database to hold the above information.
Analysis of usage and performance data, and reporting on performance against agreed KPI’s or Service Level Targets.
Highlighting to operational teams or raising Incidents when breaches of capacity or performance thresholds are detected.
Assisting with investigation and diagnosis of capacity-related Incidents.
Identifying and initiating any tuning to be carried out to improve capacity or performance.

Collect, compile, review and analyze availability performance data.
Creation of Availability Plan and new thresholds for performance.
Effectively manage the availability of IT Infrastructures and Services (reliability, maintainability, and serviceability).
Ensure shortfalls in availability are recognized and appropriate corrective actions are identified and progressed in order to achieve target service levels.
Work with Availability Manager to create Availability Exception Analysis reports as required.
Analyze availability trends, collect business data (from the Availability Manager) and recent / historical availability data to develop requirements in support of the Availability Plan and options documents.
Preparing Availability Plan aimed at improving overall availability of IT Services and infrastructure components.
Implement changes / updates recommended in the Availability Plan via Change Management.

Change Management and Project Consultation

Gather required data from project managers and prepare the task template and implementation plan

Submitting changes and coordinating to ensure the required approvals are in place

Participate in CAB as and when required

Attaching evidence provided by the technical team and close the change after implementation

Update asset change information for all the CI’s modified during the change

Involved in Service Desk activities, Request Fulfillment, Incident Management and Knowledge Management

Expertise in handling various ITSM tools like BMC Remedy and Maximo

Ticket Dispatching (Organize, prioritize and distribute the work across multiple groups using Remedy Ticketing Tool) on service requests and service restoration incidents

Act as an interface towards other technicians, customer technical staff and other groups within the organization.

Performing RCA's for SLA breached incidents and handling problem investigations

Prepare reports on team performance to be shared with internal as well as external stakeholders.

Manage Shifts and provide appropriate technical guidance to team members

• Worked on a Storage Support Project dealing with Enterprise Business Storage
• Worked on networking support dealing with Switches, Bridges, Access points and Routers
• Knowledge on various operating systems Windows Server 2003, Linux etc
• Knowledge on SAN, NAS and DAS principles
• Understanding of RAID Levels and Networking Principles