Talent's Information
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Location
Pune, India
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Rate
$2.0 per Hour
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Experience
12 Year
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Languages Known
Hindi,English
Available for
Background Verification
40 Hr/Week
About Prashant
Over all 12+ years of experience in IT industry. Experience in IT Operations Management, IT Service Management, IT Change & Release Management and IT Infrastructure Support.
Experience in providing IT Infrastructure support in global environment. ITIL V3 Foundation Certification in IT Service Management and PRINCE2 Foundation Certification in Project Management. Experience in Banking, Retail and Health Care domain.
Work Experience
Operations Manager
- January 2010 - March 2023 - 13 Year
- India
Projects
ISPL Data Center
- June 2007 - July 2008 - 14 Months
Role & Responsibility
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To manage the day-to-day operations of the IT team and ensuring the availability of the services. To oversee the IT infrastructure and systems functionality. Serve as the point of contact between operations and key stakeholders. To support senior management and leadership in project and operational tasks. Ensure that the organization's IT policies and procedures are up to date and compliant with industry standards and regulations. Responsible for IT Service Delivery i.e., Change, Incident, Problem and Release Management processes.
Role & Responsibilities:
Monitoring and handling Service Requests, Problem, Incident tickets from criticality P1 to P4. Taking ownership of cases and driving them successfully till completion. Coordination for incident, problem and change management process.
Act as a single point of contact (SPOC) for all types of issues and escalations at operation center. Manage and monitor day-to-day service support operations.
Sending service notifications for communication with stakeholders for severity issues, changes and outages in the project.
Handling Service Level Agreements (SLA’s) for ITIL processes and Audits like ITIL Process audits, IS (Information Security) audits. Escalation handling.
Process documentation-Creating and maintaining service operations documents like
SOPs, support manuals, knowledge database/known issues database, project plan, risk and issues register, trackers, communication plans, etc.
Coordination among stakeholders, third party vendors, customers, other departments,
IT infrastructure service teams and onsite/offshore teams in the project. Providing support via phone, email, conference and messenger. Handling weekly, monthly and quarterly maintenance activities of IT infrastructure.
Service Reporting- Creating Weekly status reports, Incident, Problem, Change reports, RCA (root cause analysis) reports, MIR (Major Incident Report), Adhoc reports, etc. for client and participate in client meetings to review the reports.
Service Improvements-Suggest improvements in processes and provide service improvement plan to customer.
Supporting, administrating, maintaining and monitoring applications servers and database servers in production, development and test environments. Job Scheduling.
Installation and configuration of application servers. Troubleshooting and resolving applications related issues. Providing L1/L2 support for SRs and Incidents.
Team Management: Providing training, knowledge transfer sessions for new joining team members, handling issues of team members, etc. Perform general administrative tasks as assigned by senior management.
ZipZoomfly
- July 2008 - November 2008 - 5 Months
Role & Responsibility
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Manage overall operations and is responsible for the effective and successful management of resources, productivity, quality and safety measures as established and set by senior management. Supporting, administrating, maintaining and monitoring applications servers and database servers in production, development and test environments.
Role & Responsibilities:
Supporting, administrating, maintaining and monitoring applications servers and database servers in production, development and test environments.
Installation and configuration of application servers. Troubleshooting and resolving applications related issues. Providing L1/L2 support for SRs and Incidents.
Coordination among stakeholders, third party vendors, customers, other departments,IT infrastructure service teams and onsite/offshore teams in the project. Providing support via phone, email, conference and messenger.
Patch Management- Coordination for patching (Localization, SSL, etc patches), upgrade and cloning activities of applications and database servers.
Coordination for Incident and problem management process.
Tata Auto Comp Systems
- January 2007 - July 2008 - 19 Months
Role & Responsibility
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To manage the day-to-day operations of the IT team and ensuring the availability of the services. Managing technology vendors and implementing new technologies and processes to improve efficiency and productivity. Ensure that the organization's IT policies and procedures are up to date and compliant with industry standards and regulations.
Role & Responsibilities:
Monitoring and handling Service Requests, Problem and Incident tickets from criticality P1 to P4. Taking ownership of cases and driving them successfully till completion. Coordination for end- to-end incident and problem management process.
Supporting, administrating, maintaining and monitoring applications servers and database servers in production, development and test environments.
Installation and configuration of application servers. Troubleshooting and resolving applications related issues. Job Scheduling. Providing L1/L2 support for SRs and Incidents.
Coordination for ITIL Incident and Problem management process.
Team Management-Providing training, knowledge transfer sessions for new joining team members, handling issues of team members, etc. Perform general administrative tasks as assigned by senior management.
ITW
- July 2009 - June 2010 - 12 Months
Role & Responsibility
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To store and provide the knowledge database whenever necessary. To ensure ITIL/ ITSM processes are followed as per guidelines. To effectively manage all aspects of IT systems including planning, operation, and maintenance. Tracking the service components that make up the service offerings.
Role & Responsibilities:
Coordination with stakeholders, IT teams, client and third-party vendors. Coordination for incident and problem management process. Sending change notifications and service notifications for communication with stakeholders for severity issues, changes and outages in the project.
Supporting, administrating, maintaining and monitoring applications servers and database servers in production, development and test environments.
Installation and configuration of application servers. Troubleshooting and resolving applications related issues. Job Scheduling. Providing L1/L2 support for SRs and Incidents.
Patch Management- Coordination for patching (Localization, SSL, etc patches), upgrade and cloning activities of applications and database servers.
Coordination for ITIL processes like Incident and problem management process.
Vodafone
- June 2010 - January 2011 - 8 Months
Role & Responsibility
Monitoring IT infrastructure and resolving system issues. Responsible for IT Service Delivery i.e., Change, Incident, Problem and Release Management. To ensure IT Services and IT Infrastructure is deliver at agreed service. To control and authorize all the changes in the IT services.
Role & Responsibilities:
Supporting, administrating, maintaining and monitoring applications servers and database servers in production, development and test environments.
Installation and configuration of application servers. Troubleshooting and resolving applications related issues. Job Scheduling. Providing L1/L2 support for SRs and Incidents.
Troubleshooting applications and database issues for priority P1 to P4.
Coordination for change, incident and problem management process.
Coordination among stakeholders, third party vendors, customers, other departments,
IT infrastructure service teams and onsite/offshore teams in the project. Providing support via phone, email, conference and messenger.
Handling weekly, monthly and quarterly maintenance activities of IT infrastructure.
Participate in monthly, weekly meetings with client, various vendors, stakeholders and IT infrastructure service teams.
AT&T
- January 2013 - June 2014 - 18 Months
Role & Responsibility
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Act as the Service Delivery team and be involved in all things related to Service Delivery, Service Improvements and Customer satisfaction. Participate in Process Governance and process documentation. To control and authorize all the changes in the IT services.
Role & Responsibilities:
Change and Release Management: Handling end to end change and release management process. Coordination for normal, emergency and standard changes. Chairing cab meetings.
Raising request for change (RFC)/change request (CR), ensure change implementation and backout plan are prepared, follow up for required approvals and support till changes get implemented successfully. Perform PIR (Post implementation reviews) once changes are implemented successfully.
Support and coordinate deployment/release activities for Major/Minor release in production, test and staging environments. Define and agree release and deployment plans with customers/stakeholders in the project. Participate in reviews and validations after releases. Coordination for release management process till code gets deployed in production environment.
Coordination with stakeholders, IT teams, client and third-party vendors. Coordination for incident and problem management process. Sending change notifications and service.
Notifications for communication with stakeholders for severity issues, changes and outages in the project.
Escalation handling. Act as a single point of contact (SPOC) for all types of issues and escalations in the project.
Collaborates with engineers, architects, developers and other staff to meet project objectives. Analyzes the technological needs of customers and provides ongoing support for clients.
Team Management-Handling team issues, providing training, knowledge transfer sessions for new joining team members, etc. Assist in resource deployments in a project. Perform general administrative tasks as assigned by senior management.
Telefonica
- June 2014 - April 2015 - 11 Months
Role & Responsibility
To ensure that IT assets and resources are managed and running efficiently. Identifying and creating management and technical teams to build and run the service. To meet the technological needs of their customers cost-effectively. Acting as the technical escalation point for a service offering.
Role & Responsibilities:
Raising request for change (RFC)/change request (CR), ensure change implementation and backout plan are prepared, follow up for required approvals and support till changes get implemented successfully. Handling emergency and planned changes. Perform post implementation reviews (PIR) for implemented changes.
Support and coordinate release and deployment activities for Major/Minor releases in Production, SIT/Test and UAT/Staging environments. Define and agree release and deployment plans with customers/stakeholders in the project. Participate in reviews and validations after releases. Coordination for release management process till code get deployed in production environment.
Supporting end-to-end change and release management process. Coordination for normal, emergency and standard changes. Coordination for change and release management process till completion. Environment (SIT/UAT/PROD) Management.
ITIL process documentation -Creating and maintaining service operations documents like support manuals, knowledge database/known issues database, project plan, risk and issues register, trackers, etc.
Coordination among stakeholders, third party vendors, customers, other departments,
IT infrastructure service teams and onsite/offshore teams in the project. Providing support via phone, email, conference and messenger.
Perform health checks for the applications and send daily health check report to client.
Coordination for incident and problem management process.
Providing support for applications servers in production, development and test environments.
Team Management: Providing training, knowledge transfer sessions for new joining team members, handling issues of team members related to leaves, adhoc requests, floor access, production access, transport, etc. Monitoring productivity and performance of the team
members. Managing the technical team like ServiceNow, Windows, Unix, Application Support, etc.
MunichRe
- August 2015 - December 2016 - 17 Months
Role & Responsibility
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Manage overall operations and is responsible for the effective and successful management of resources, productivity, quality and safety measures as established and set by senior management. Supporting, administrating, maintaining and monitoring applications servers and database servers in production, development and test environments.
Role & Responsibilities:
Handling Service Level Agreements (SLA’s) for ITIL processes and Audits like ITIL Process audits, IS (Information Security) audits. Escalation handling. As a operations lead act as a single point of contact (SPOC) for all types of issues and escalations at operations center.
Maintaining high level of customer satisfaction. Handling client visits. Ensure customer service delivery is timely and accurate on a daily basis.
Team Management: Providing training, knowledge transfer sessions for new joining team members, handling issues of team members related to leaves, adhoc requests, floor access, production access, transport, etc. Monitoring productivity and performance of the team members. Managing the technical team like ServiceNow, Monitoring, Windows, Unix, Application support, etc.
Service Improvements: Suggest improvements in processes and provide service improvement plan to customer. Maintaining risk and issues register. Inform operational risks to customer in advance. Sending service notifications for communication with stakeholders for severity issues, changes and outages in the project.
Coordination for change and release management process.
Project Reporting: Creating Weekly status reports, Incident, Problem, change reports, RCA (root cause analysis) reports, MIR (Major Incident Report), Adhoc reports, etc. for client and participate in client meetings to review the reports.
Providing end-to-end support for incident and problem management process. Proactive and reactive problem management.
Handling weekly, monthly and quarterly maintenance activities of IT infrastructure.
Vanguard
- January 2017 - June 2018 - 18 Months
Role & Responsibility
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To manage the day-to-day operations of the IT team and ensuring the availability of the services. Managing technology vendors and implementing new technologies and processes to improve efficiency and productivity. Ensure that the organization's IT policies and procedures are up to date and compliant with industry standards and regulations.
Role & Responsibilities:
Monitoring and handling Service Requests, Problem, Incident tickets from criticality P1 to P4. Taking ownership of cases and driving them successfully till completion. Coordination for incident, problem and change management process. Handling end-to-end Major incident management process.
Act as a single point of contact (SPOC) for all types of issues and escalations at operation center. Manage and monitor day-to-day data center operations.
Handling Service Level Agreements (SLA’s) for ITIL processes and Audits like ITIL Process audits, IS (Information Security) audits. Escalation handling.
Process documentation-Creating and maintaining service operations documents like SOPs, support manuals, knowledge database/known issues database, project plan,
risk and issues register, trackers, communication plans, etc.
Coordination among stakeholders, third party vendors, customers, other departments, IT infrastructure service teams and onsite/offshore teams in the project. Providing support via phone, email, conference and messenger. Handling weekly, monthly and quarterly maintenance activities of IT infrastructure. Supporting end-to-end change and release management process. Coordination for normal, emergency and standard changes. Coordination for change and release management process till completion.
Supporting, administrating, maintaining and monitoring applications in production, development and test environments.
Service Reporting- Creating Weekly status reports, Incident, Problem, Change reports, RCA (root cause analysis) reports, MIR (Major Incident Report), Adhoc reports, etc. for
client and participate in client meetings to review the reports.
Maintaining high level of customer satisfaction. Handling client visits. Ensure customer service delivery is timely and accurate on a daily basis.
Conference call facilitation. Participate in monthly, weekly meetings with client, various vendors, stakeholders and IT infrastructure service teams.
Team Management: Providing training, knowledge transfer sessions for new joining team members, handling issues of team members related to leaves, adhoc requests, floor access, production access, transport, etc. Monitoring productivity and performance of the team members. Providing global support for cloud base applications in Production, Test and Development environments.
Roche
- September 2018 - February 2020 - 18 Months
Role & Responsibility
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Act as the Service Delivery team and be involved in all things related to Service Delivery, Service Improvements and Customer satisfaction. Participate in Process Governance and process documentation. To control and authorize all the releases and changes in the IT services.
Role & Responsibilities:
Handling end-to-end release and deployment management process. Raising request for change (RFC)/change request (CR), ensure change implementation and backout plan are prepared, follow up for required approvals and support till changes get implemented successfully. Handling emergency and planned changes. Perform post implementation reviews (PIR) for implemented changes. Environment (SIT/UAT/PROD) Management.
Support and coordinate release and deployment activities for Major/Minor releases in Production, SIT/Test and UAT/Staging environments. Define and agree release and deployment plans with customers/stakeholders in the project. Participate in reviews and validations after releases. Coordination for release management process till code get deployed in production environment.
Act as a single point of contact (SPOC) for all types of issues and escalations at data center. Manage and monitor day-to-day application support operations. Chairing cab meetings.
Process documentation-Creating and maintaining service operations documents like SOPs, support manuals, knowledge database/known issues database, project plan,
risk and issues register, trackers, communication plans, etc.
Providing global support for applications in Production, Test and Development environments.
Coordination among stakeholders, third party vendors, customers, other departments,
IT infrastructure service teams and onsite/offshore teams in the project. Providing support via phone, email, conference and messenger.
Coordination for Incident and Problem management process.
Sending service notifications for communication with stakeholders for severity issues, changes and outages in the project.
Banking
- February 2020 - February 2023 - 37 Months
Role & Responsibility
To manage the day-to-day operations of the IT team and ensuring the availability of the services. To oversee the IT infrastructure and systems functionality. Serve as the point of contact between operations and key stakeholders. To support senior management and leadership in project and operational tasks. Responsible for IT Service Delivery i.e., Change, Incident, Problem and Release Management processes.
Role & Responsibilities:
Handling end-to-end change and release management process. Raising request for change (RFC)/change request (CR), ensure change implementation and backout plan are prepared, follow up for required approvals and support till changes get implemented successfully. Perform post implementation reviews (PIR) for implemented changes.
Coordinating and supporting with development teams and projects in release scheduling and dependency, conflict management.
Support and coordinate release and deployment activities for Major/Minor releases in Production, SIT/Test and UAT/Staging environments. Define and agree release and deployment plans with customers/stakeholders in the project. Participate in reviews and validations after releases. Coordination for release management process till code get deployed in production environment.
Act as a single point of contact (SPOC) for all types of issues and escalations for Change and Release management process.
Handling CR approvals, Embargo/Freeze periods, etc. Driving calls like Release Scope, GoNoGO, Release Readiness call etc.
Environment Management: Managing DEV, SIT, UAT, PROD environments used for release and deployments. Perform environment refresh as per requirements.
Coordination for IT Infrastructure maintenance activities like Patching, Role Swap, etc.
Service documentation: Creating and maintaining service operations documents like SOPs, support manuals, knowledge database/known issues database, project plan,
risk and issues register, trackers, communication plans, etc.
Providing global support for applications in Production, Test and Development environments.
Coordination among global stakeholders, third party vendors, customers, other departments, IT infrastructure service teams and onsite/offshore teams in the project. Providing support via phone, email, conference and messenger.
Soft Skills
Industry Expertise
Education
Bachelor Of Science in BSc
Maharashtra University- June 1993 - June 1996
