NEELOUFAR GHOUSE

· Responsible for the effective development, delivery and operation of computing and information services. Anticipates, plans and delivers IT solutions and strategy which enable business value

· Performs server hardware/software installation and maintenance tasks for on-premise Cloud infrastructure. These tasks range from standard in nature to complex

· Plays a principle role in technical evaluations and “proof of concept” programs as it relates to evaluating and implementing new technologies and tools

· Provide oversight and guidance on JHA's public cloud usage

· Onboard internal teams into JHA's public cloud for Dev/Test and Production usage

· Help drive current solutions and engineer new solutions for the various aspects of cloud management: cost and optimization, governance, security and identity, etc

· Proof out cloud-native and third-party tools to solve business requirements around cloud operations

· Being a cloud evangelist and help drive public cloud adoption within the department and the organization

· Assist with the other Platform Operations' services

· Performs routine assessment of all JHA cloud environments and tracks, analyzes and reports on overall health of environment

· Assists in the development and maintenance of the cloud infrastructure capacity forecast

· Performs virtual server provisioning and configurations as well as initiating requests for supporting cloud infrastructure components

· Works with IT Security team to ensure the cloud environments aligns with IT Security compliance

· Develops and maintains cloud infrastructure user access roles

· Developed reports of findings to help management with making key decisions.

· Designed plans to improve operations and suggested changes to systems for overall organization.

· Created models to forecast and predict quantitative and comparative evaluations of various business solutions.

· Areas Handled - Stock Management, BCP, Reports , Budget and Procurement, Vendor Co-ordination.

· Disposed of damaged or defective items or coordinated returns to vendors for covered items. - Assets Management

· Evaluated procurement needs and projected expenditures.

· Lead a team of 10 analysts to Tier-1 & 2 End User Computing and network infrastructural requirements and support to the Cognizant user base spanning entire business community that uses IT. The Scope of our engagement( EUCS (Global service desk and Network service Desk ) is to provide IT Infra Support Services to Cognizant associates through End User Computing Solutions.

· Developed and organized a system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.

· Worked with Operation maturity, Centers of excellence, and Delivery assurance group teams and comply the project against defined processes and procedures and maintained the version control of changes.

· Entrusted with the overall accountability of meeting all customer specified deliverables (SLA, CSAT, First call resolution, Service Quality Parameters, etc.), while managing the end-to-end Incident management Operations, “Problem Identification” aspect of Problem Management, Standard & Minor Change Management in an EUC environment.

· Developed highly effective incident response team and trained extensively in preparation for possible events.

· Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.

· Assessed incident priority based upon impact to business and escalated issues as necessary.

· Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.

· Maintained flexible schedule and responded to incidents after-hours and weekend emergencies.

· Resolved user operational issues with desktop computers, laptops and mobile electronic devices.

· Logged service tickets into incident tracking system to facilitate faster problem identification and resolution.

· Diagnosed and resolved user system functionality issues to enable completion of desired operations.

· Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.

Explained technical information in clear terms to non-technical individuals to promote better understanding.