Girish Kumar

Service Delivery Management Specialist / Service Delivery Manager

• Work as an individual in the Client Advocacy team and takes responsibility for the delivery of services to NTT Clients within my allocated region, where services are delivered by Group Service (GDC)
• Includes complex Managed & Support Services; Uptime, Infrastructure, Proactive Support Services (PSS), Active Monitoring (SOC), and my role as a SDM requires the expert ability in ensuring a coordinated delivery of the service in multiple locations across the globe involving different countries, cultures, people, and technologies
• Manage prominent accounts portfolio worth $45 million SGD & strategic accounts majorly in the BFSI/ Fintech sector
• Acts as primary point of contact for Client escalations and other matters of importance
• Own operational & tactical issues representing delivery of all services (all functions) to the customer, drive Technical Resolver Group (TRG) team, Operations and Service Desk on Incidents & Service Request fulfilling, develops & nurtures to excellent customer satisfaction
• Understanding of customer at local & country level to analyse delivery, requirements & contribute to customer strategic business plan
• Manage Performance Metrics, KPI’s, SIP, CSI, Reporting
• Ensures performance goals are met follow RACI for all in scope services across all towers: identifying & analysing gaps & implementing corrective action plans
• Ability to manage risk effectively and proactively for projects/ deliverables
• Maintain overall responsibility for delivery in accordance with defined standards, SLA, and catalogue
• Presentation of SLM, MBR, QBR meetings with c-level representatives
• Management of MSA, Operational BOM & Inventory pertaining to accounts within my charge
• Oversee Contract management, Renewals, Tech-refresh, generating revenue & achieving business goals
• Manage, address, and resolve escalations, pain points of Clients and stakeholders
• Manage team of IT Network & Security (TE) Resident Engineers on Client premises, including role progression, appraisals, and weekly meetings
• Hiring, backfilling, annual screening, contract renewal and conversion aspects
• Working closely with internal colleagues (Sales, Projects, DevOps, Finance, Legal) on Onboarding, Transition, Renewals, and upselling efforts
• Plan and execute annual Bug Scrub, Preventive Maintenance tasks, Upgrade, Hotfix, Bank wide Activity, Patching, RCA Assessments, Authoring of change requests, Implementation plans, Datacentre services, Adhoc requests, etc

MS Network Engineer / Data Centre Engineer

• Responsible for First level support for all server and network related issues
• Working experience in Microsoft server and client operating systems
• (Windows Server OS: 2003, 2008 and 2012)
• Troubleshooting the windows servers like CPU, RAM, Disk utilizations and take necessary action
• Working on VMware request like; Disk Expansion, CPU, RAM in cloud portal
• Working experience in VMware, v Center, ESXI hosts
• Monitoring the V Center VM’s events and heartbeat
• Create your own server images /Clone image Windows / Linux Operating Systems
• Creating and managing the virtual Listener (VIP), Create Nodes and Pool in cloud portal
• Creating/Modify SSL Certification and SSL Offload profiles from Server and client side from F5 Load Balancer
• Monitoring and scheduling the failed backup’s jobs from Commvault, Data protector
• Enable/ Disable the Cloud Commvault backup and Data Protector Backup’s jobs which failed to restart
• Monitoring and housekeeping file system database in server
• Managing the Data Center with more than 1100+ servers from Windows servers and Cloud Virtual machines
• Coordinating with vendor for Server Hardware Failures and until gets fix
• Generate reports for engineering teams such as bandwidth utilization, CPU performance, and network status for Windows machines
• Work to ensure that procedures are well documented and understood
• Notifying the clients about the cloud UI maintenances
• Monitor Network Devices at Client’s environment for entire APAC region with the help of VDI/Remote desktop and report the appropriate site Engineer for local support
• Create incident with priority based on the site operations or service impacted
• Perform L1 troubleshoot such as check for ping/tracert status, BGP/EIGRP flaps, duplex mismatch, CRC error check, and coordinate with Level 2 engineers for further advise
• Check for link utilization and top talker when network slowness is reported and validate the top consumed user with the help of local support to restrict their usage
• Host a Tech-Bridge with client, support teams and vendors for all Major incidents causing impact to operations or production
• Coordinate with vendor for RMA of network devices
• Coordinate with ISP and maintain a tracker for all the scheduled maintenance that are performed by ISP and inform business regarding the outage in advance to avoid any production impact
• Manage Change request, oversee changes for our client to make sure they meet our client’s standards
• Represent changes on weekly change review calls
• Notify Service Desk when Major Incidents occur
• Analyze and identify possible problem sources to resolve incident
• Facilitate technical troubleshooting efforts and engages additional technical support as needed, including vendor support
• Liaison between Crisis Manager and the Technical Team during a Major Incident where the Priority is 1-Critical, and the impact involves a Critical Business Application or Core Infrastructure Service
• Provide half-hour updates on available workarounds
• Provide half-hour updates on estimated time to restore (ETA)
• Consult with Crisis Manager if a leadership decision is needed
• Document troubleshooting activities and resolution details in the Incident Work Notes, to provide an accurate timeline
• Document After Action Report (AAR) within 48 hours of Major Incident resolution where the Priority is 1-Critical, and the impact involves a Critical Business Application or Core Infrastructure Service
• Post MI to be involved in problem management to perform Problem investigation and diagnosis
• Identifying underlying causes of incidents and preventing recurrences
• Developing workarounds or other solutions to incidents
• Submitting change requests to change management as required to eliminate known problems
• Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with change management, incident management, and configuration management.

Joined in as project Trainee in March 2015 and got promoted to Associate Support Engineer for Technical Service Desk – Cloud Operations in Dec 2015

• Monitoring the complete lifecycle of the incidents and ensuring resolution within the SLA
• Facilitate conference bridge calls to aid in incident resolution
• Ensuring the support teams follow the incident management process for the issues reported
• Training the team on process updates and new tools
• Designing, developing and maintaining the processes and procedures
• Reviewing opportunities for process enhancements
• Performing hierarchical and functional escalations as required
• Providing weekly and monthly KPI reports to the management for review and improvement plans
• Preparing Standard operating procedures for process changes / updates and training the team
• Handling the status calls with the Reporting manager
• Coordinating with the support groups for any updates on the process
• Create, maintain and enforce all Incident Management processes and procedures
• Monitoring the change and release requests as the outcome of CAB meetings.