Manish Rai

Strategic Alignment:

• Align cloud migration initiatives with the organization's overall business objectives and technology strategy, resulting in increased operational efficiency by 15%.

Stakeholder Management:

• Effectively communicate and manage expectations with stakeholders spread across the globe, including executives, IT teams, and business units, leading to successful project approval and resource allocation.

Risk Management:

• Identify and mitigate potential risks associated with the cloud migration process, resulting in reduced project delays by 25%.

Project Planning and Execution:

• Develop and execute comprehensive project plans, including key deliverables and milestones, ensuring projects are completed on time and within budget.

Cloud Provider Selection:

• Evaluate 3 cloud providers and select the most suitable option based on cost, performance, and security, resulting in cost savings of 20%.

Technical Oversight:

• Coordinate with technical teams to ensure smooth execution of migration activities, including data migration, infrastructure setup, and application testing, resulting in successful migration of applications or data sets.

Change Management:

• Facilitate cloud adoption, address challenges, and increase employee satisfaction by 10%. Proactively identifed and addressed risks to prevent new issues.

Post-Migration Support:

• Provide ongoing support and maintenance, resolving incidents and issues, and ensuring the cloud environment operates smoothly.

Continuous Improvement:

• Monitor and evaluate the cloud environment, identifying and implementing improvements, resulting in increased efficiency by 12%.

• Leadership and Facilitation: Fostered a collaborative team environment, ensured adherence to Scrum practices, and supported the team's needs.
• Conflict Resolution: Mediated conflicts, promoted a positive team culture, and facilitated open dialogue.
• Continuous Improvement: Drove process enhancements, encouraged reflection, and adapted Scrum practices to fit the team's unique context.
• Metrics and Insights: Tracked relevant metrics, provided insights, and used data for informed decision-making.

Single Point of Contact: Responsible for ITIL processes at offshore locations.

Major Incident Management: Drives and coordinates resolution efforts for critical incidents.

Process Adherence: Ensures team compliance with ITIL processes.

Documentation Maintenance: Keeps process documents and SOPs updated.

Backlog Reduction: Actively involved in reducing ticket backlogs.

Customer Satisfaction: Addresses DSAT feedback through action plans.

Process Audits: Collaborates with SQA for process adherence audits.

Reporting and Communication: Prepares and reviews decks for management and clients.

• Receiving and Handling Requests: L1 support technicians are the first point of contact for users. They answer calls, respond to emails, and provide basic technical assistance.
• Logging and tracking incidents: L1 analysts promptly log and classify incidents,ensuring accurate records.
• Basic Troubleshooting: They address common hardware and software issues or escalate complex cases.

• Trainee, Desktop support, Server support, access to data center, Support for 4000 users, Firewall and Internet servers configuration on secured zones, Installations andconfigurations of servers, desktops, LAN support, Printers configurations, end usersupport, etc

• Set up migration servers and Windows 2003 servers.
• Maintained SLAs for desktop services.
• Executed changes through the Change management process.