Sarang M P

Purpose of the Role:

Responsible for Technology problem management knowledge management escalated support L2 incident mgmt change management and technology operations performance of the team members

Areas of Responsibilities:

Business/Customer:

• Perform SOP activities with business impact understanding of customer environment and contribute to improve SOPs
• Adherence to customer security and compliance requirements
• Implementation of approved change requests in line with customer change management process
• Responsible for incident life cycle following ITIL / BIC frame work as applicable
• Adherence to customer communication etiquette
• Ensure stated productivity requirements are met for the engagement

Project/Process:

• Review CSAT feedback and ensure timely implementation of corrective actions
• Participate in Critsit process to resolve incident in timely manner
• Log and triage incidents
• Coordinate with resolver groups vendors/carriers
• Troubleshoot escalated incident / problem and refer / escalate (functional and hierarchical) to right groups (Vendors / Level 3 )
• Provide inputs to FAQ database / KR / contribute towards updating knowledge articles
• Contribution to continuous service improvement plans (CSI)
• Responsible to develop induction documents in consultation with relevant stakeholders for project and ensure successful completion of induction process for new joiners
• Effective floor Management

Team/People:

• Continually assess skill level and provide intervention assistance
• Contribute to and participate proactively in knowledge sharing sessions
• Encourage team individuals to participate in organization innovation programs
• Act as buddy for new hires
• Makes recommendations on R&R for team / individual achievement
• Makes recommendations to team lead on team's performance rating

Organization:

• Ensure team contributes and participates in all organizational technology events and knowledge sharing forums
• Adherence to Organizational policies and processes (including Cognizant's security policies LP timelines )
• Participate in recruitment drives

Roles and responsibilities:

• Resolved issues and escalated problems with knowledgeable support and quality service.
• Resolved Backup failure problems, improved operations and provided exceptional client support.
• Planned and implemented change upgrades to system hardware and software, resulting in success.
• Performed health check for all Storage and backup devices on daily basis.
• Worked on storage provisioning and reclamation based on request and capacity plan.
• Prepare WSR for projecting to client.
• Maintains capacity reports on monthly basis.
• Standardized job tasks and trained junior team members on industry best practices and standards.
• Maintain flexible schedule and responded to after-hours and weekend emergencies.

Roles and responsibilities:

• Providing support and advice to other Infrastructure teams as well as end users.
• Assist with storage analysis, capacity planning, and performance planning of storage components.
• Maintain backup availability as per SLA.
• Perform module restoration / Drills.
• Develop and maintain storage and backup capacity planning strategies.
• Coordinate with third-party vendors, and technology providers to troubleshoot and perform operations activities.
• Identify opportunities for improving systems performance in terms of backup time optimizing, minimizing errors.
• Prepare and maintain daily, weekly and monthly backup reports to demonstrate to Customer.
• Provides workaround for incidents that cannot be resolved immediately.
• Media rotation policy, device ( Tape library ) management.
• Other ad hoc tasks / relevant responsibilities as assigned by management.
• Resolving customer’s Technical problem remotely.
• Monitoring and analyzing Performance logs.
• Create and maintain technical documentation for all related activities.

Roles and responsibilities:

• Administrator position to maintain Windows operating System (Windows XP, Win 7, Win 8& Win 10) clients.
• Troubleshooting all Software issues related to Operating system and other issues related to configuration management.
• Working on Manage engine ticketing tool.
• Following ITIL norm.
• Interaction with client IT Management team for ensuring proper process adherence of IT help desk team.
• Desktop management - hardware/ OS troubleshooting, installation of 3rd party software.
• E-mail management - user management, configuration of client side (MS Outlook).
• Installation, Configuration and Troubleshooting of Microsoft Outlook client.
• Installation of Operating system, Configuration of hardware’s and installation of additional software’s as per requirement.
• Configure and troubleshoot OS / Network related PC issues.
• Providing Support to various Customers remotely as per Scope and SLA.
• Maintaining Windows Patching for over all 300+ Clients.
• Performing User Related Support for Maintained environments.
• Antivirus management (Trend Micro Antivirus management): Antivirus patch management, Behavior Monitoring, Device Control, DLP, Scanning.
• Active Directory : Performing User ID, OU, Groups (Creation, Modification, Deletion).

• Graduated with 73%

• Graduated with 64.4%

• Graduated with 68%