JAITY KOCHER

E-mail: adbtcn@r.postjobfree.com

Mobile No: 91-776*******

SUMMARY

Operations Team lead and Change consultant with more than 9 years of experience in Incident and change management in IT networking, looking for opportunities in Leadership, Incident Management or Change Management.

KEY STRENGTHS

Diversified experience in managing with a proven Leadership, Planning and communicate instructions effectively.

Decent communication skills, verbal as well as written coupled with exceptional presentation skills with the ability to perform above expectation.

Excellent temperament to multi- task and coordinate various activities under high pressure and time constraints.

Have supported clients with Banking/Telecom domain (Lloyds Banking Group), insurance sector (Zurich/Norwich Union).

Responsible for SLA/ OLA breaches and answerable to the clients.

Have good experience on ITIL lifecycles – Incident, Change and Service Operations Management.

SKILLS

Certified in Information Technology Infrastructure Library (ITIL V3 Foundation) &

Cisco Certified Network Associate (CCNA Collaboration) with rigorous experience and excellent understanding.

Service Now (SNOW)

BMC Remedy (Expedio IM/OM)

Next Generation Service Desk (NGSD)

CUCDM/CUCM

Agent Desktop

Netcool Webtop (EMSE)

Smart_GSAM

BFG-IMS

Config Store

Work Experience

Organization: TECHMAHINDRA LTD

Duration: August, 2010- May, 2016

Worked as: SME-Subject Matter Expert (Pune) and Network Support Engineer (Noida)

Area of Operation- Incident Management in IT Networking.

Organization: BRITISH TELECOM

Duration: May, 2016-Present

Worked as: Operations Team Lead and currently working as Change Consultant (Gurgaon)

Area of Operation- Incident management and Change Management in IT Networking.

Responsibilities as Operations Lead and Change Consultant

Have led the L1 Voice Team to provide Support to Lloyds Banking Group.

Prime Responsibility to handle the team, support them in their operational issues and help them in solving their queries.

Handling Voice tickets for BT Network including Cisco IP Telephony, IP Phone and Fax Issues.

Handling IP Telephony issues, doing checks on CUCM to verify end to end connectivity, phone registration and other feature sets.

Coordinating and chasing BT third-party Vendors to provide updates and resolution on issue like- Teleware, WebEx and BT Meet Me.

Coordinating between different BT vendors and Cisco TAC for escalated issues and performing troubleshooting with TAC engineers.

Responsible for Uptime on Infrastructure side and SLAs.

Work closely with Regional Managers to bridge gap for any network related activities for timely delivery to the customer/clients.

Adhere to proper escalation policies and make management aware of high priority issues.

Chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties.

Attending weekly and monthly call with clients, MIM and Internal teams to provide updates on the highlighted critical incidents.

Doing daily Quality audits to ensure that the correct update and resolution has been provided to the customer either by updating the incident or by sending email with the proper updates.

Identify training needs for individuals in the team and ensure trainings are carried out to meet the quality service requirements of the account.

Knowledge transfer and training to the new team members on BT Managed tools to streamline the process.

Analysing the existing Change Management process and stream lining as per ITIL Standards.

Raising the incident and Project change requests in Expedio OM 360 Dash Board.

Managing RFC and scheduling them according to the Process.

Ensuring compliance is met for all changes.

Filling and submitting the CAF after validating it and getting them implemented under a change request.

Passing the following activities in Expedio OM 360 Dash Board – Design, Design Check and Service Design.

Doing the Risk and Impact Analysis while submitting the changes.

Evaluating Changes by performing Quality Review. Assess, review and approve/reject change requests according to the process and work instruction.

Chasing with different teams to complete the change request & to maintain the overall SLA.

Schedule changes based on the impact, urgency, risk and availability of technical resources.

Chairing and participating in CABs to ensure that the emergency changes are scheduled with no disruption in service and to take the relevant approvals for all the scheduled changes.

Responsible to obtain customer approvals and technical team approvals before 24hrs of change implementation.

Analyse and make recommendations to reduce the failure rate of changes.

Communicate, facilitate, and own all Change management calls and drive subsequent action items to completeness.

Communicate progress and final status of the Change execution to the customer.

Ensuring that standardized methods and procedures are used for efficient handling of all Changes.

Making sure that all change records are documented, verified, implemented successfully.

Adhering Quality Measurement Parameters.

Attending conference calls with the client to bridge the communication gap and ensure consistency in process compliance.

Prepare effective change documents and management reports.

Working under SLA to resolve issues.

Responsibilities as Incident Management Monitoring Associate

Proactively monitoring BT’s Networks and raising faults for the incidents encountered.

Monitoring the Datacentre/Head office/Branch alarms and raise them with different severities (sev1/sev2/sev3) as per the agreed service level agreement.

Diagnose reactively raised incidents in Expedio IM.

Involved in monitoring and management of customer networks and network devices and understanding the architecture of the networks.

Escalate/refer incidents to respective teams for resolution based on defined matrices and agreed service levels.

Contributing to problem identification by Identify repeating problems and escalating it to appropriate teams.

Regularly contacting the customers for their issues.

Working under SLA to resolve network issues and faults.

As a part of Network monitoring team I documents all work in accordance with agreed standards, methods and tools.

Conducts reviews of supplied specifications with other teams and revert them with the corresponding prepared reports.

Takes part in reviews of own work. Takes active part in reviews of the work of colleagues.

Communicates effectively with the other teams and resolver groups for getting the issue resolved.

Has frequent contact with different BT Teams and customer and other project teams for getting the issue raised for application fault and chasing them for getting the issue resolved quickly in order to deliver services as per SLAs.

Quickly identifies issues or risks with the network devices (e.g.-routers, switches, Cisco phones) and pro-actively raises issues to appropriate level for timely resolution.

Reports progress and issues to BT Teams/Customer and other colleagues in a clear and concise manner.

Collaborates with UK team, customer, and internal team members in order to produce high quality deliverable service and resolving it in a timely and effective manner.

Influences and provides detailed knowledge in area of networks and thereby gaining expertise in terms of process knowledge.

Real Time & continuous follow-up with global support teams for Critical incident resolution.

Preparing and presenting daily and weekly reports to Clients and Senior Management.

Manage and coordinate activities during overall ticket life cycle.

Ensuring that the Incident record is fully updated prior to Problem Management handover.

Responsible for sending all Incident notifications as per agreed process.

Chairing Bridge calls for effective coordination, incident resolution and service restoration.

Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution.

Contribution to ongoing process & operational improvements.

Interacts daily with subordinates and peer groups.

AWARDS & ACHIEVEMENTS

Received recognition certificates for excellent work

-Cookie Award for LBG-Tech M

-Pat on the back (Thrice) for LBG-Tech M

-Bravo for Mobistar.

-Star Performer/Quarterly Best Performer and for Continuous Improvement for LBG-BT

Has been appraised by Team leads and Manager for handling the shifts alone.

Has been appraised for providing training to the entire offshore Kolkata-BT team.

Received appreciations from BT Client for quality performance and for stabilizing the SOC team from offshore.

Successfully completed transition and stabilized the SOC team at offshore.

SCHOLASTICS

MCA 2012 from PTU

BCA 2007-2010 from MD university, Rohtak

Intermediate 2007 from CBSE Board

High School 2005 from CBSE Board

PERSONAL DETAILS

Date of Birth - January 9, 1990

Father’s Name - Ashok Kocher

Nationality - Indian

Languages Known - English, Hindi & Punjabi

Contact this candidate