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ABHINAV GUPTA

INCIDENT MANAGER

Work History

2014-09Present

Service Delivery Tools Incident Manager

ERICSSON

Incident Manager | Service Delivery Tools 

  1. To own, execute & drive the Incident management processes. Strong time management skills, coupled with good organizing and planning
    skills, to enable effective coordination & communication, primary focusing on the restoration of agreed services to business as soon as possible, thereby
    minimizing business service impact.
  2. Managing Incidents 24 x 365 and act as a single point of contact for senior
    management within Ericsson with any required technical or specialist
    information to support decision making during an incident.
  3. Prepare clear concise and persuasive communication to appropriate
    audience, projecting a trustworthy image of Incident Management.
  4. Ensure that all required resources (resources, accounts, equipment) are
    available and up to date. Setting up of Technical & Management bridge to
    facilitate communication required during incidents. Act as an Emergency
    Change Manager if needed during an Incident.
  5. Demonstrate leadership and ownership for deliverable; interact with global
    lines of business and technical teams in gathering/developing strategic
    approach in order to formulate apt solution during an Incident. 
  6. Ensuring an Action plan/Back up plan is created, focused on the restoration
    within SLA. Manage Business continuity plan and disaster recovery activities
    for exceptional service affecting incidents.
  7. Contribute to and maintain the existing repositories, with up to date
    technical documents, network diagrams, team structures, important
    procedures and follow process adherence.
  8. Deliver accurate post incident reports within the agreed OLA's. Promote
    Problem management activities and provide input and support the Problem Manager during initial investigations for root cause analysis.
2011-092014-08

Operations Shift Supervisor

HCL TECHNOLOGIES

Senior Specialist | Integrated Operation Management Services

Proud to be recognized for‘ distinguished performance' in during my tenure with HCL and awarded for best working attitude by Dow Jones client acting as a Lead of Incident Management and Data Center Ops monitoring team of 40 plus resources.

  1. Effectively manage and prioritize all IT Escalations. Primarily responsible for providing operational oversight and technical support to team during ongoing incident to reduce disruption. Ensure operational continuity and smooth execution by implementing proactive delivery management practices.
  2. Keep users informed about their Incidents status at agreed intervals. Collaboration of vendor/supplier relationship and maintaining SLA compliance needed to deliver desired result.
  3. Smooth implementation of disaster recovery procedures for mission critical applications. Approving authorization requests received for vendors and suppliers, access to various data center facilities.
  4. Ensuring project documents are accurate and stored appropriately providing a comprehensive knowledge base with instructions about what to do at each step of the resolution process for a particular type of vulnerability for rapid recovery.
  5. Handling each incident in a rigorous manner and owned all Incidents throughout the life cycle. Reinforce adherence to the process associated with Incident Management Partner with other Infra Leads, Availability management, Ops Managers in defining standards, best practices, and top quality operational processes.
  6. Act as a Change authority during emergency changes & scheduling expedite changes during off business hours with due diligence on the Change requests submitted by different business towers across organization. Ensures that constraints and risks are managed successfully
  7. Robust reporting capabilities including Change v.s. Incident, Unauthorized Change, Major Incident Reports for Post Mort-em, Change efficiency rate.
  8. Weekly & Biweekly Dashboards for Accuracy & Error trend for metrics evaluations and business review with client. Collaborating with Problem management to drive RCA, and handling internal ticket audits ensuring processes and compliance.

Major Achievements:

  1. Reduced in-actionable alerts by 90% by working with technical teams. 
  2. Led efforts to clean up and organize 4000+ knowledge articles used by DC Operations.
  3. Initiated service improvement plans to improve performance; decreased incidents.
2011-032012-09

Senior Specialist

HCL TECHNOLOGIES

Senior Specialist DC Ops - Tier 2  | Integrated Operation Management Services 

I joined Enterprise Ops Center for Dow Jones and provided second level technical support to all IT Services staff and customers, involving Event / Access / Request / Incident and Problem management. I worked with a team of around 40 members (including L 1 & L 2 Teams) supporting 24* 7 model across 58 different countries.

  1. Ability to work both independently with less or no supervision. Monitoring Infra, apps, database replication & storage devices, ensuring all alerts are identified and taken action on time. Proactively take steps to manage availability. Doing initial incident identification, registration, categorization, prioritization, investigation and diagnosis, resolution and recovery. If required do required escalation, before doing Incident closure.
  2. Raising alarm and notifying stake holders in case of risk or isolation of service. Identification of trends via daily/weekly administrative tasks.
  3. Ensuring coordination between multiple support groups in a timely fashion to ensure adherence to Service Level Requirements, issue tracking and closure of any situation that may affect the delivery or quality of service to the Client.
  4. Provide regular communication to interested parties through agreed methods and as directed by the Shift Lead. Identify and take action on problematic and chronic issues, and work with teams for long term solution, in order to drive down number of repeated incidents and outages. Special attention to does checker policy while performing weekly changes.
2009-122011-03

Operations Engineer

TECH MAHINDRA

Operations Engineer | Managed Services

As an Operations Engineer for  STel Telecom operator, which operated in six circles across India, positioned at client corporate office, based in S-Tel Corporate Office Gurgaon. I got excellent exposure and an opportunity of customer engagement wherein my team provided support to most of the back office applications used in Telecom domain.

I was awarded by STel for my significant contribution in ‘ C-Future' project. Key responsibilities included ensuring manage services offered by Tech Mahindra, were being delivered possible way to client. Developing results-oriented conclusions, define parameters of task and desired objectives and cover process gaps and perform application testing and monitoring.

  1. Controlling and optimizing services delivery performance. Contributing in KM activities, mentoring of associates and bringing flexibility in team by acting as a versatile resource. Achieve customer satisfaction & maintain excellent relation with, customers, peers, subordinates & seniors
  2. Providing full support in streamlining of the project activities from day one. Producing management and KPI reports. Send a backlog and aging report that included trending. Drive the Technical Groups to take appropriate actions.
  3. Monitoring various application servers for Audit Incident record for quality, KM Portal, E Top up, IN & VAS Portals, and involving SME's, management during Severity outages.
  4. Ensure timely communication/ information flow towards internal & external stakeholders. Audit Incident record for quality. Identify improvement opportunities to ensure that the process and tools are effective and efficient. Monitoring actual IT Availability achieved against SLA targets.
2009-042009-08

Tech Support Engineer

Computer Sciences Corporation

Tech Support Engineer | Remote Infrastructure Operations

I worked in a centralized mid-range server monitoring team supporting around thirteen different clients providing back-end support of thousands of servers for across various locations in North America and APAC regions few of them being (DuPont, Chrysler, AON, PAL, and SUN).

  1. During my tenure performed event monitoring of alerts and participate as Incident Coordinator in outage calls. Monitored alerts via Net-EISS, EMC² ITM Solution Smarts, CSC(Internal tool G2 for monitoring purposes).
  2. Main responsibilities included: Event monitoring of alerts and participate as Incident Coordinator in outage calls.
  3. Reviewed detailed diagnosis of fault, troubleshoot application problems by following run books and documentations. Provide remote resolution of faults if within constraints.
  4. Provide regular and quality update on progress made in fault management to Team Lead.
2007-112009-04

Project Engineer

WIPRO TECHNOLOGIES

L2 Application Support | Banking and Financial Services industry

Provide support for enterprise-wide applications using monitoring tools at various cross functional platforms for mission-critical banking environment for Washington Mutual Bank.

  1. Key responsibilities included performing service restarts, flow deployments & scheduled patching and post patching along with scheduling and monitoring various nightly jobs. Prod/Non-prod build communications - scheduling, notification (before during and after), implementation, validation and support.
  2. Handling outages, attending outage calls and restoring incidents as quickly as possible. Delivered releases on schedule, while ensuring operational and quality criteria are met.
  3. Maintain and document revisions to process and successful completion. Various ERP tools were managed in application support like Ariba, Lawson for integrating varied organizational systems and helped in facilitating error-free transactions
  4. Performed application testing regularly as part for proactive monitoring, checking Incremental and full data load, making sure of numerous web-logic services working properly. Managing application startup/checklist tasks, log files, queues, transactions for exceptions and react (fix/escalate/ inform).
  5. I was leading off shore transitioning for Anti monetary laundering process and mainframe (MVS) and mid-tier batch schedules. 
  6. Appreciated by client and peers for Offshore Onsite Knowledge transfer for AML process and creating knowledge additions in existing operating procedures.
2007-012007-11

Technical Facilitator

WIPRO BPO

Technical Facilitator Laptops | L2 Operations

I was handling B2C inbound escalation calls for Home & Home Office customers who purchased Dell Laptops.

  1. Key responsibilities included pacifying irate callers and providing them resolution with best possible way. Managing the team target, assigning job responsibilities and ensuring team bonding and team interaction.
  2. Auditing calls taken by team and taking ownership of parts dispatched to end users. Mentoring trainees and team members to cope up the learning curve. Day to day reports including daily and weekly dispatch tracker for any hardware failures. 
  3. Preparing day to day reports/shift roster in 24* 7 work environment and liaising with voice auditors in improving communication skills. My Team was awarded quarterly twice for achieving metrics setup by Dell client.
2006-062007-01

Technical Support Analyst

WIPRO BPO

Technical Support Analyst (8 months)

I started my career from Wipro BPO in Front office outsourcing and took internal job movement in Wipro Technologies, working in three profiles and getting continuous growth during entire tenure with the company.

  1. Initially started working as a Technical Support Analyst wherein utilized strong technical and excellent communication skills, to resolve Hardware/Network troubleshooting, including installations, upgrading, and configurations of the various Operating systems for B2C inbound customers.
  2. Usage of the Terminal services for troubleshooting software issues, like Dell's Go-to Assist and Remote Desktop Sharing tools in DELL Laptops.
  3. I was awarded as the best of best performer for the last quarter 2006.

Education

20022006

Bachelors of Computer Science & Technology

Punjab Technical University

College : Ludhiana College of Engineering & Technology, Katani Kalan, Ludhiana.

Active member of Cultural and Computer committee.

Volunteered at College/University level Programs in various roles including leading N.S.S. unit of our college which  had a vision to work forward with the mission of forgetting and surrendering one’s self and rendering selfless service to others.

A pulse polio drive was conducted every year in different areas where in the volunteers give polio doses to children in the slum areas.The volunteers make posters and put them up at various locations in the college and in the surrounding areas.

Overall scored 64% marks.