Sushant Sukumaran

• L3 Support
• Monitor the Global Incidents queue, follow up on all unassigned, about to breach and medium & high impact incidents with the respective resolution groups and have them attended immediately.
• Managing Critical and High Impact Incidents to closure within SLA targets by following the appropriate Incident handling procedures.
• Monitoring of tickets and taking the actions necessary to meet SLA service targets.
• Managing Incidents including Major Incident with a Priority 1 (Critical) and Priority 2 (High).
• Monitor existing tickets and escalate to management if in risk of missing the service level targets.
• Overseeing all Incidents and user service requests for timely completion Initiation of Problem Process for problems identified by Incident Management
• Initiation of Issue Process for Issues identified by Incident Management
• Ensuring correct execution of Incident Management Processes Host the daily regional operational calls to discuss on operational issues and status from various IT groups
• Responsible for problem identification via various methods like Incident trend analysis, review of Critical and High Impact incidents
• Liaise with all problem resolution groups via RCA calls (hosting them) and standard communication methods to ensure swift resolution of problems within SLA targets
• Formal closure of all Problem tickets, includes problem closure review analysis to enhance the effectiveness of closed problems
• Host and Drive Problem Review Meetings periodically to discuss on aged problems, closed problems (for closure effectiveness) and known errors
• Arranging, running, documenting and all follow-up activities relating to Major Problem Reviews (for P1 and all high visibility incidents)
• Ownership and protection of the Knowledgebase, contribute to the Knowledgebase inclusion

• Business Technical service (BTS)
• Technical Support For RDP ,VPN, Citrix, User Rights, Drive resources and so on
• Provisioning access to shared drives / administering troubleshooting distributed file system
• Managing RSA Secure ID (VPN) Remote login issues
• Trouble shooting Outlook related issues.
• Verify error logs on the servers and troubleshoot any failures or alerts, open trouble tickets if necessary to work with technicians from other departments
• Extraction of weekly analysis report and its analysis.
• Calculation of Team Productivity Score.
• Creating and updating Roster on internal website.
• Training new joiners with product and process.
• Handling SLA (Response and Resolution) Management.
• Escalations, problems, outages / SLA Monitoring / Woking closely with the Client Service Managers of each / Conference Calls.
• Quality Management (Call and Ticket Quality).
• Handling escalations from customers.

• Responsible for managing the Service team of 20 Engineer. Managed escalation via email and phone from the internal Users. Was responsible for the smooth functioning of help desk and to look after the concerns raised by the associates.
• Effectively evaluated the tickets being raised by the associates and provide proper feedback to them in order to improve the quality standards.
• Ensured that the tickets raised through voice calls are being tagged within the defined SLA and that the AHT of the associates is well under control. Kept a track on the incidents being raised and to ensure that the same are being resolved with the SLA time frame
• Involved in Tagging Incident Tickets over calls for the end user’s through a very sophisticated call logging software known as IMS (Incident Management System).
• Efficiently assigned tickets to the technicians of the appropriate centers. Escalating the issues to the stake holders (Verbal and SMS) whenever required. Logged on to the bridge calls and following up with the clients and operations till the issue was resolved.
• Managed a very professional customer relationship with the end user’s across Firstsource.
• Effectively ensured Incidents/ Requests raised are resolved within the given SLA.
• Proactively be in touch with the reporting engineers, understand their concerns or problems related to work, roster or within the FLS group and resolve the same.

• Windows Support, Active Sync support, VPN token assignment and activation tasks(Assigning and Synchronizing Token and Users, Creating New Connection Entries, Providing Temp Access) , Outlook support, Remote Access assistance and support, Active Directory Support (Password Reset, Deleting Computers from Domain, Creating and Providing access to functional mailbox).

• Microsoft Windows Troubleshooting
• Technical Support For RDP and VPN
• Active Directory Support
• Provided Level 2 support
• Installing & Troubleshooting Application software like MS Office 2003 & 2007
• Remotely handling Desktops and Servers
• Create, Configure & Manage user accounts, groups, Objects, Applications using Active Directory
• Creating, Provisioning access to shared drives / administering troubleshooting distributed file system (DFS)
• Maintenance of servers via Remote Admin and Remote Desktop tools like Microsoft Management Console (MMC)
• Managing RSA Secure ID (VPN) Remote login issues
• Trouble shooting Outlook related issues.
• Verify error logs on the servers and troubleshoot any failures or alerts, open trouble tickets if necessary to work with technicians from other departments

• Provided end-user technological support for computer and LAN related issues
• Setup, deployed, and maintained of end-user machines
• Assisted in discovery, research and resolution of technical issues.
• Monitored and responded phone and e-mail requests for technical suppor
• Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals
• Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users
• Supervise complaint ticketing system and follow timely resolution of all work orders
• Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software
• Recommend and apply solutions, including on-site repair for remote users

Foundation