Sarang Phansalkar

Strategic Focus
• Primary point of contact for day-to-day incident management operations.
• Daily Monitoring of Ticketing Dashboard - Health check
• Meeting agreed SLA’s and handling user escalations.

Operational Management
• Taking care of High Severity and Major Incidents for multiple clients.
• Manage P1/P2 incidents and coordinate with Technical Teams, Vendors via Teams Meetings along with the client.
• Timely Monitor, manage and Analyze the response to incidents and pending tickets to ensure incidents are addressed within agreed SLA’s.
• Prioritizing incident tickets based on business impact and urgency.
• Focusing on High Priority Incident, Driving bridge calls for Major impacted issues for effective coordination and incident resolution.
• Creation of Service Changes as per the requested and Validating change is implemented on time by the teams.
• Build and maintain working relationships with key team members, IT Service Desk TL’s, Infra support team, SDM’s within IT Service management Service.

Escalation Management
• Handling escalations, ensure escalations procedures are followed & correct support teams are engaged.
• Serve as the initial point of escalation for business-critical incidents, resource allocation and overall handling of the incidents.

Documentation
• Documenting key actions & events during the call and maintain knowledge base.
• EOD Report preparation and sharing it with leads and Team's on Daily & Weekly basis.
• Manage Post Incident Report requests.

Troubleshooting
• Patch Management, Deploying identified OS security and applications for Windows Server 2016, 2019 & 2022 environment.
• Troubleshooting failed updates, Ping down / service down / high Disk utilization after patching.
• Managing Snapshots for VM's on Azure, vCenter, Hyper-V & Nutanix.
• Performing & creating QA for servers which are patched successfully.
• Experience on ConnectWise Control support software tool and PRTG Monitoring Tool and ServiceNow Ticketing tool.
• Creating SOP regarding the technical issues.
• Handling KT sessions for new joiners.

• Deliver technical support to MS Office 365 Customers
• Assisting customer from NOAM & EMEA time zone in their queries with O365
• O365 deployments, user account setup & configuration of O365 services
• Troubleshooting O365 Apps Installation, Activation and User Authentication
• O365 Subscription Management (Adding/Removing /Assigning) of licenses
• Co-ordinate with re-solver team to get the latest update about the impacted services

• Monitoring production servers using Monitoring tools N-central
• Standard server event monitoring support for (High CPU, Disks utilization & service down) and taking necessary action on alerts
• Creation of Incidents, Service Requests as per the request
• Identify and respond to incidents, qualify incident impact and urgency
• Communicate with the customer, both verbal as well as through email
• Documentation of the call handled and detailed analysis of every call

• Worked as L1 support Engineer for Server Monitoring (NOC)
• Server monitoring for (High CPU, Disks utilization & other services)
• Monitoring Alerts, taking necessary action and creating tickets.
• Identifies and confirms performance problems and notifies Managers/ Leaders and Intimating client through mails and voice
• Working on Trouble ticketing systems in Manage Now after coordination with clients