Sujan Dubey
Greater Noida West
Summary
Dynamic Provisioning Lead with a proven track record at HCLTech, adept in agile project management, and incident management. Expertise in leveraging Jira and CRM tools to enhance cloud provisioning solutions, improving response times by 25%. Skilled in team leadership and SLA compliance, demonstrating a strong blend of technical proficiency and managerial acumen.
Overview
12
12
years of professional experience
1
1
Certificate
Work History
Provisioning Manager
HCLTech
Noida
10.2024 - Current
- Utilized Jira for agile project management, creating and prioritizing user stories, tasks, and sprints to ensure efficient delivery of cloud provisioning solutions.
- Integrated Jira with cloud resource monitoring tools, enabling real-time tracking of cloud provisioning status, and incident management.
- Implemented and managed CRM tools (e.g., Salesforce, HubSpot) to track and coordinate cloud service requests, ensuring alignment with customer requirements, and improving response times by 25%.
- Leveraged Jira for tracking provisioning tasks, ensuring clear communication of cloud resource requirements, and delivery timelines with stakeholders.
Senior Technical Lead
HCL Technology Pvt. Ltd.
04.2016 - 09.2024
- Currently working as L1.5 Team Lead
- Monitoring threats, non-compliance through ServiceNow tool
- Handling L1.5 level team, managing their shift and representing their productivity as per defined criteria
- Proficient in tools like JIRA, CRM, and SPC (Service Provider Cockpit), and Cloud Reporting.
- Responsible for managing response SLA
- Responsible for correct ticket assignation
- Responding to customer/management query regarding Response SLA Breaches
- Responsible for handling correct Ticket Auditing
- Presenting monthly SLA report and resolved ticket count report of team to management
- NNM (network node manager) for monitoring of multiples of customers
- Routing and switching support to the client (Corporation Bank, Syndicate Bank, Indian Bank, United Bank, Union Bank etc.)
- ITIL Knowledge – change request, service management, problem management, Priority of tickets as per defined SLA, process management
System Administrator
Extrazero Technosoft PVT LTD
02.2014 - 04.2016
- Executed data recovery processes and managed system backups for critical applications.
Administered network security protocols to protect company information systems.
Education
Bachelor Of Technology - IT
Amity University Rajasthan
Skills
- Incident Management
- Provisioning
- Order management
- Ticket Assignation
- Response SLA analysis
- Ticket Auditing
- Problem management
- Team Management
- Service Level Agreement
- Response SLA
- SLA compliance
- Non-compliance
- SLA Management
- Internal Auditing
Certification
- Cisco Certified Network Associate (R&S)
- ITIL
- MTA (Microsoft Technology Associate)
- PMP (People Management Program)
Timeline
Provisioning Manager
HCLTech
10.2024 - Current
Senior Technical Lead
HCL Technology Pvt. Ltd.
04.2016 - 09.2024
System Administrator
Extrazero Technosoft PVT LTD
02.2014 - 04.2016
Bachelor Of Technology - IT
Amity University Rajasthan
Technical Skills
- Ticket Audit Report
- Cisco Catalyst Switches
- BMC
- NNM
- HPSM
- ServiceNow
- OSI Reference model layers
Personal Information
- Father's Name: Sujan Dubey
- Date of Birth: 10/28/91
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Languages
- English
- Hindi
Education Credentials
Bachelor Of Technology, IT, Amity University Rajasthan (AUR)
Hobbies and Interests
- Listening to music
- Travelling
Roles And Responsibilities
- Currently working as L1.5 Team Lead.
- Monitoring threats, non-compliance through ServiceNow tool.
- Handling L1.5 level team, managing their shift and representing their productivity as per defined criteria.
- Responsible for managing response SLA.
- Responsible for correct ticket assignation.
- Responding to customer/management query regarding Response SLA Breaches.
- Responsible for handling correct Ticket Auditing.
- Presenting monthly SLA report and resolved ticket count report of team to management.
- NNM (network node manager) for monitoring of multiples of customers.
- Routing and switching support to the client (Corporation Bank, Syndicate Bank, Indian Bank, United Bank, Union Bank etc.)
- ITIL Knowledge – change request, service management, problem management, Priority of tickets as per defined SLA, process management.
Technical Skills
- Ticket Audit Report
- Cisco Catalyst Switches
- BMC
- NNM
- HPSM
- ServiceNow
- OSI Reference model layers
Personal Information
- Father's Name: Sujan Dubey
- Date of Birth: 10/28/91
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Languages
- English
- Hindi
Education Credentials
Bachelor Of Technology, IT, Amity University Rajasthan (AUR)