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Nikhil Narayan

Change Management Analyst(ITSM) at Xerox Ltd.

Work experience

Technical Support Group Service

Syntel Ltd
[-] Project Description: Syntel Technical Support Group service Desk provide first level troubleshooting to internal staffs from Chennai, Mumbai, Pune location. Roles and Responsibilities Act as a single point of contact for emails from staff regarding IT issues and queries Act as an escalation engineer and expedite the change and incident resolution as Per priority. Ensure ITIL framework is adhered throughout the support functions. Coordinating with all the concerned team and come up with a process improvement which would bring down resolution time and increase User satisfaction. Responsible for the process change in the project which would bring down resolution time as well as create value for the customer. Escalate unresolved requests to the infrastructure support team. Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner To maintain a high degree of customer service for all support queries and adhere to all service management principles


Syntel Ltd
Client: Leading Logistics Company. Project: Environment Management.

Xerox LTD

Xerox LTD
Client: Buck Consultant Project: Production Support(Change Management)
Nov 2013Present

Change Management Analyst.

Xerox Ltd.

This project supports  more than 300+ clients of buck across Canada/US/APAC/Europe. First point of contact for any incident/Change request/Configuration Management and have the ownership of a change till it is deployed in production successfully. Team need to ensure each and every change is tracked and documented for an audit.

 Our prime responsibility is to ensure


  • Change Management
  • Release Management
  • Incident/Problem
  • Configuration Management

 Roles and Responsibilities


    • Manage successful delivery of change through governance and control of change process.                                  
    • Recording, managing and escalating service problems/Incidents as appropriate.
    • Analyzing historical data to identify and eliminate potential incidents 
    • Analysis and generate MIS reports for Incidents due to Change, Service outage Analysis.
    • Change Management process implementation using ITIL best practices.
    • Participate and contribute in CAB Meetings.
    • Deploying code changes in to production servers.
    • Trained team member in awareness of ITIL framework/Change management policy& procedures.
    • Interviewing and shortlisting resources for team.
    • Responsible for preparing the documents for audit every 6 months.
    • Assigning a Client ID to a new client.
    • Preparing an Estimate for a change request.
    • Responsible for getting the required approvals for a change and also L2 approver for a change in production/Releases.
    • Tracking the quality of change/Releases.
    • Offshore point of contact for Production support operations.
    • People Management of the offshore team.
    • Conduct Performance review of the offshore team on monthly basis and advise them on their improvement areas.
Jul 2011Mar 2013

Systems Engineer

Syntel Ltd.

Project Description:

Environment support is a Production support project which runs on 24/7 basis. This project consists of 300+ Unix/Solaris servers physically present at Memphis and Orlando US. On which around 60 applications resides on. Our prime responsibility is to ensure all the servers and applications are up and running as per requirement and amending the requested changes.

Our prime responsibility is to ensure                               

  • Application availability.
  • Disk space Management.
  • Incident Management.
  • Unix L1 support which includes monitoring of POS servers for the client.

Roles and Responsibilities

  • Creating accounts and setting up features based on request.
  • Monitoring disk space and clearing the space based on request/ Monitoring tools.
  • Monitoring application availability, Server Health and connectivity through SAM.
  • Bouncing the applications through ALPS tool (Application Configuration Provisioning).
  • Handling Purging process on regular basis.
  • Troubleshooting all the shipment issues.
  • Bouncing the applications and services as and when required.
  • Coordinating with multiple teams to fix the application issues.
  • Loading patch using Loadzilla during regular outage window.
  • Identifying the Root cause of failure and updating the knowledge Base.
  • Monitoring the incident management tools and resolving the Change request within agreed SLA.
  • Monitoring of Solaris servers in concern to the CPU usage and disk space issues.
  • Daily Huddle Calls to update environment status with client.
  • Reporting Monthly status on performance based on incident management  requests to client tech managers and client management.



Unix Administration



Bharthiar University