Juber Hanif Jundre
Mumbai
Summary
Astute and skilled Service Management Professional with over 11 years of experience in IT Infrastructure Services, focusing on Application Support, Incident, Problem Management, and ITIL Methodologies. Experienced in IT and Banking/Insurance sectors with major global firms. Promotes ITIL-based incident management, disaster recovery, and business continuity planning. Knowledgeable in Software Testing Life Cycle, Automation Testing, and Quality Assurance. Multi-vendor certified and proficient in interfacing with various stakeholders. Capable of handling incident, problem, and asset management using ITSM tools. Strong skills in SQL Database Management and various testing methods. Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Infrastructure Consultant (Major Incident Manager/ Software Asset Manager)
Capgemini Technologies India Services Ltd.
02.2022 - Current
- Company Overview: Client: CSL (Commonwealth Serum Laboratories/ New York Life Insurance)
- Drive the efficiency and effectiveness of the Major Incident Management process to produce authorized management information
- Leading ‘War Rooms’ during Major IT Incidents
- Ensure key performance indicators are measured, analysed, and accurately reported to stakeholders for incidents of all priorities
- Governance across all Incident priorities (SLA performance, quality, and process adherence)
- Handling severe incidents with high priority and urgency to avoid high impact for Capgemini clients across all global locations
- Managing major incident bridges for earlier service restoration to achieve SLAs with the help of different technical teams like Network, Security, Windows, Proxy, Voice, Operations etc
- Escalation points of contact for the Operations Team to report any service interruption
- Ensures timely communication to senior leadership & stakeholders about the status and impact through emails
- Post incident documentation to assist problem management in root cause analysis
- Ensure consistent protocol in managing incident diagnostics, incident analysis and resolution
- Lead and document root cause analysis for core Capgemini incidents varying in severity
- Performing weekly audits of the incident management data to ensure data integrity
- Preparing Incident Reports, Incident Analysis, RCA Review and maintaining the data
- Ability to work well in high pressure environment while maintaining focus and sense of urgency
- Ability to multitask & manage time on critical tasks while maintaining highest levels of quality
- Serve as subject matter expert (SME) in documenting hardware and software configuration management / asset management processes and procedures
- Develop configuration and data management documentation
- Develop and enforce configuration management processes
- Design and establish configuration management documentation
- Sponsor the communication campaign to promote awareness and acceptance of the Configuration Management / Asset Management process
- Planned and managed population of the Configuration Management System, including discovery and other data import methods
- Identified opportunities and submits proposals for improvement with respect to tools, staff, training, process, procedures and work instructions
- Client: CSL (Commonwealth Serum Laboratories/ New York Life Insurance)
Major Incident/Problem Manager
Link Administration Services Private Limited, India
12.2020 - 02.2022
- Company Overview: Client: Internal and External Link Group clients
- Manages recovery activities and communication of all major IT incidents
- Drives IT teams to restore service and produces key Incident artefacts like Incident Reports
- Runs Incident forums for incidents breaching SLA and complex low priority incidents
- Operational management includes reviewing operational artifacts and incident ticket quality assurance
- Provides continuous Incident Management related education for Process Practitioners and the Business
- Develops, analyses, and delivers insightful Incident Management reports
- Conducts post-incident reviews between IT and the Business
- Manages recovery activities within customer-centric SLAs
- Leads 'War Rooms' during Major IT Incidents
- Ensures key performance indicators are accurately reported to stakeholders
- Manages governance across all Incident priorities
- Client: Internal and External Link Group clients
Technical Consultant- IT Incident Management
Hewlett Packard Enterprise, India
04.2019 - 12.2020
- Company Overview: Client: Axis Bank Ltd
- Supports banking applications like Oracle People soft HRMS, Oracle Financial Services Applications (OFSA), E-settlement applications, and Databases
- Implements new applications using SQL, PL/SQL Queries, procedures, and UNIX concepts
- Uses SLA based ITSM tools to resolve user-based issues
- Efficient in OS/DB up-gradation projects, including re-indexing/updating stat activity and creating DB links
- Responsible for stop/starting application services and performing server health checkups
- Efficacious in incident investigation, diagnosis, and recovery within defined service levels
- Deft at problem management activities, including identifying/logging problems, providing training, and tracking requests for change
- Client: Axis Bank Ltd
Senior Executive – Insurance Support
Capita India Pvt. Ltd, India
01.2015 - 11.2018
- Accountable for providing Applications support/ production support service to clients, prioritizing service tickets, training on usage of new software applications, managing deployment of new software installation and troubleshoot the issue in batch files during IT Uploads
- Played a pivotal role in supporting calls and web tickets, supporting production team, following up with Level 2 & 3 support teams for timely completion of tasks, reporting application bugs and ensuring to resolve within given SLA
- Diligent in designing tables and other database objects; using DDL/DML for writing queries and data manipulation, uploading daily activity by creating batch files to AWD, UNISURE system and providing LAN and UNIX Account administrative assistance
CRM Operation Support Executive
IBM Daksh Pvt Ltd., India
01.2013 - 11.2014
- Efficiently involved under multi- client team for US based Insurance Client in working on Guardian Projects, troubleshooting issues of IBM Banking and Insurance applications
- Handled logs calls/requests, priorities & tracks resolution, troubleshooting of software issues like server errors, resolving java errors, FTP connectivity issues for download/upload activities and mainframe software issues
- Active role in training on hardware/software applications, reporting bugs within SLA and managing software deployment activities
Education
B.SC - Information Technology
Bunts Sangha College of Information Technology and Management Studies
India06.2012
Skills
- IT Service Management
- Stakeholder interactions
- Application Support
- Service Now
- Network Management
- Testing Operations
- Training & Mentoring
- Service Delivery & Optimization
- Metrics Management
- Service Level Agreement Understanding
- IT Security & Service Delivery
- Incident & Change Management
- ITSM planning & Reporting
- Client Satisfaction
- Java
- C
- Banking
- CRM
- Insurance
- Microsoft office (2010/2013)
- Office 365
- Windows 7/XP
- UNIX
- Linux
- SQL
- PL/SQL
- Win XP
- Windows 7
- Windows 10
- Bugzilla
- Load Runner
- EG
- Control –M
- ARSIM
- Tricentis TOSCA
- BMC Remedy
- UNIDESK
- OTRS
- Demisto
- DNS
- DHCP
- Active Directory
- Azure monitor
- Azure load balancer
- Azure virtual machines
- Azure storage solutions
- Azure data factory
- Azure migration planning
- Azure security management
- Azure key vault
- Azure application gateway
- Azure site recovery
- Azure active directory
- Azure traffic manager
- Azure Kubernetes service
- Azure SQL database
- Azure API management
- Azure networking configuration
- Azure event grid
Certification
- CDAC (JAVA)
- Tricentis TOSCA
- Microsoft Azure Administrator (AZ-104, AZ-900)
- ITIL Foundation, 2019
Accomplishments
- Successfully made 8 Products, 35 Solutions and 37 Enhancements (i.e. Life and Pensions policies) in Production environment with client’s appreciation.
- Received Client Manager’s appreciation for dedication, hard work and Team & Work Management.
References
References upon Request
Skypeid
JundreJuber
Languages
English
Native language
Urdu
Upper Intermediate (B2)
B2
Timeline
Infrastructure Consultant (Major Incident Manager/ Software Asset Manager)
Capgemini Technologies India Services Ltd.
02.2022 - Current
Major Incident/Problem Manager
Link Administration Services Private Limited, India
12.2020 - 02.2022
Technical Consultant- IT Incident Management
Hewlett Packard Enterprise, India
04.2019 - 12.2020
Senior Executive – Insurance Support
Capita India Pvt. Ltd, India
01.2015 - 11.2018
CRM Operation Support Executive
IBM Daksh Pvt Ltd., India
01.2013 - 11.2014
- CDAC (JAVA)
- Tricentis TOSCA
- Microsoft Azure Administrator (AZ-104, AZ-900)
- ITIL Foundation, 2019
B.SC - Information Technology
Bunts Sangha College of Information Technology and Management Studies
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