Engineer Manager

Pankaj Jain

Mobile: +91-881******* Email: ***************@*****.**.**

Permanent Residential Address:

Wonder Homes, Flat No. 310, Tower B, 4th Floor, Sector 45, Sadarpur, Near Canara Bank, Block C, (Delhi NCR) Noida - 201303, Uttar Pradesh, India

Work Location:

HCL Technologies Limited SEZ Unit-I, Ground & (Partial) First Floor, IT Block No. 3, Village Kanjehara & Mastemau, Chack Gajaria Farms, Sultanpur Road, Lucknow 226002, Uttar Pradesh, India

Work Experience

19 years of total experience with 12.6 years of ITES Experience

1]. HCL Technologies Ltd.

Job Title: Technical Specialist (Critical Incident Manager) Duration: 31st Oct 2019 (Till Date)

2] Birds Eye Systems Pvt Ltd:

Job Title: Project Manager (Service Delivery) Duration: 17 Sept 2018 till 31 March 2019

3] Alight Solutions India Pvt Ltd. (formerly AON Hewitt)

Job Title: IND Support Analyst II (Incident Management) Duration: 18 July 2007 till 26 June 2018

4] Wipro BPO

Job Title: Associate Duration: 29 Mar 2007 till 6 July 2007

5] Brytax Auto Ind. Ltd.

Job Title: Research & Development Engineer Duration: 1 Nov 1996 till 3 Dec 2000

6] LUMAX Ind. Ltd

Job Title: Production Engineer Duration: 1 Mar 1996 to 31 Oct 1996

Technical Skills (Applications’ Support skills)

Expertise: Critical Incident Management Specialist, Problem Management, Change coordinator, Root Cause Analysis Specialist, Post Incident Review manager, Proactive Enterprise Problem Management and Analysis Expert, CMDB Coordinator

Databases: Oracle 10g (OCA in 10g)

Operating Systems: Windows XP, Windows 2000, UNIX

Global Certifications

Certification in a). ITIL V3 (Community profile on AXELOS)

b). Oracle 10g (OCA Certified in 10g)

c). Lotus Notes (CLP Certified 7.0)

Professional Experience

1)Organization Name: HCL Technologies Ltd.

Projects worked on: (UNUM)

Critical Incident Management -- [IT Service Management]

Roles & Responsibilities:

-Responsible for driving conference bridge(s) and Handling communication for high priority incidents and any service disruption in infrastructure (P1 / P2 / P3) in 24*7 environment

-End to end ownership of major incidents with potential or actual business, financial, regulatory or reputational impact.

-Drives restoration of impacted service while meeting the required service levels.

-Driving the efficiency and effectiveness of the incident management process.

-Adhering to Response and Resolution SLAs, follow escalation matrix sensing breach

-Ensuring that all IT teams follow the incident management process

-Invoke Problem and Change Management as and when required, get proper CAB approvals

-Supervise the resolution of incidents involving multiple Service Providers and ensure it is within the SLA

-Providing Process Trainings to new hires and other team members as per training plan

-Proactive Analysis (using myXalytics) to create dashboard for Top Noise Makers (Top Talkers/Contributors) -- Get Them Reduced or Suppressed

-CMDB Project -- Finding gaps in SNOW for incorrect or left-over CIs and get them integrated with help of SNOW Team

-Drive Escalations and follow Escalation Matrix in case of SLA Breach

-Preparing On-Call Schedules and see to it that is followed strictly

-Preparing Weekly Decks and discussing them in Weekly Meetings with Leadership to fill any identified gaps

-Create Volumetric Dashboard for Aging Tickets and discuss them in Weekly Leads Call

-Perform Ticket Audits and provide inputs to service owners on any gaps by discussing in meetings or getting one-on-one

-Creation of KB Articles and Operations Checklist to ensure Reliability of services

-Maintain close coordination between Service Desk and CIM team

-Oversee the Implementation of ITIL Framework and related Processes

2) Organization Name: Birds Eye Systems Pvt Ltd (Ridlr, New Delhi)

Projects worked on:

DMRC QR Scanner Deployment and its Operations on Airport Line (Six Metro Stations)

Roles & Responsibilities:

Oversee day to day operations for the Airport Line and be responsible for site availability in the operating hours of DMRC

Define priorities for releases and patches and be responsible for consistent, clear communication about production events

Manage 99.9% uptime by coordination with all teams (DMRC & Ridlr)

Impart trainings for the new functionalities to stakeholders

Roll out proper communications to ensure all on same platform

Responsible for capacity planning and testing

Liaise with DMRC top officials to get the requirements and planning done for all infrastructure

Partner with Network, Finance, Insurance, IT, Operations, Signal and Telecom to get work done

Assess and harden production network and application level security

Drive a continuous improvement process, including postmortem reviews after production issues

Work with internal Development and Operations team to get bugs fixed for app and rolled out

Reports fetching from DMRC Dashboard

Recently tested Biometric card reader for Scanner boxes integration

People Management – 3 Field Engineers, One TL, Full Network Team of around 5 Analysts, Product Team of around 6 Developers, DMRC Team – Preparing Rosters, Scheduling Shifts, mail communications, RARs, Final Assessments, Attendances, Yearly Goals, Coaching/mentoring

Maintain and test a disaster recovery plan

3) Organization Name: Alight Solutions India Pvt Ltd (previously AON Hewitt, Noida)

Projects worked on:

Incident Management

Clients Lead: Alcoa, Baylor, CHI, Cintas, Duke, Medco, Sony, Goldman Sachs, Marriott, Thomson, BMO, PepsiCo, Bank of America, Prudential, Coca-Cola, Sony, Medco

Roles & Responsibilities:

Incident Management (MIM)/Infra Team Coordination

Assess business impact and ensure this is reflected in the incident priority (GSOC Monitoring)

Initiate Bridge calls and Whiteboard for steps logging

Lead and Resolve the Incidents and provide RCA

Involve all stakeholders and keep them updated

Help improve overall performance around managing, tracking and reporting of incidents in SNOW and Maestro.

Act as MIM/SPOC and responsible to establish technical & business bridges/conference calls as required and involve all relevant infra teams/vendors/parties and to take overall ownership of the Incident until resolution

Alert other operational teams to segment and individual workload triggers

Liaise with Team Leaders and Process Managers and other Infra Teams to ensure swift resolution of incidents within SLA targets

Provide prompt periodic progress updates to the appropriate parties/stakeholders until detection of the root cause

SLA Adherence

Escalating incidents where SLA or customer experience is in danger of being breached

Change Management

Invoke Change and Release Management as and when required

Ensure Customer/Client satisfaction is at the highest levels at all times

Corrective and preventive Actions taken in case of any major disruption

SOPs/Documentation/Policies/Escalation Management

Ensure SOPs and Technical Documentations are properly followed and version controlled to provide best resolution

Manage day-to-day activities of the team and ensure compliance to SOPs

Create Knowledge databases with repeatable procedures to reduce the number of Incidents

Take escalated calls and return the calls when a message is taken

Internal Audits/ Meetings/ KTs

Walkthrough & Train the full team with new Processes and guidelines as per Client Requirements of various Internal Controls and Compliances

SOX and SAS70[SSAE 16 (SOC 1)] security audit requirements, as well as client-specific requirements, resulting in zero exceptions (Ensure SOX/SAS70 audit compliance by performing monthly and quarterly User Internal Audits)

Chair weekly meetings on various issues involving Onshore & Offshore

Managing Process Transition and Knowledge Transfers

Rostering/ Staffing/ People Management

Proper staffing, Skeletal staffing in case of Holidays, shift management with rosters’ communication indicating On-call Analysts

Impart and manage trainings for new joiners and if new process is introduced

Ensure proper support task handovers are done with no process deviations

Work sincerely on making the team experts on all fronts

Maintain Knowledge databases for actions taken to resolve complex issues and discuss them in Global Meetings

Prepare On-Call Roster and implement in xMatters

Reporting

Extracting daily, weekly and monthly reports and creating dashboards

Time to time proper motivation of team colleagues so that everyone excels

Team Handling

Leading a team of 8 Technical Analysts and 4 SMEs who are best in class support professionals

Ensure process governance & compliance through regular review meetings (Global and offshore)

Experience working with multiple stakeholders across geographies and with tech-oriented teams

4) Organization Name: Wipro BPO (New Delhi)

Project: DELL Portables

Roles & Responsibilities:

To assist the Global Users of Dell Portables regarding Technical Issues.

To assist them configure the software for Personal and Network usages.

To assist them using Remote Access for various troubleshooting purposes

5) Organization Name: Brytax Auto Industries Ltd. (New Delhi)

Project: Research & Development Engineer (Hindustan Motors Ambassador’s Front Lamps)

Roles & Responsibilities:

Analyze the feasibility of the Projects to be undertaken.

Prepare the subsequent reports with the consent of the relevant departments.

Prepare the Protocol and get it passed from the Customer’s laid standards.

Handover all the consequent material to the Production Department.

6) Organization Name: LUMAX Industries Ltd. (New Delhi)

Project: Production Engineer (TATA 1510, TAFE, TATA LP, Zen, SE2, Omni, Contessa)

Roles & Responsibilities:

To Supervise the Production of the Automotive Lighting Equipment as per laid standards and procedures

To Plan the Production as per the Monthly schedule.

In case of any discrepancy, intimate to the concerned department and authority.

Ensure Packaging of Finished Goods as per the Customer’s requirements.

Prepare Production reports for the day.

Educational Qualifications

Diploma in Mechanical Engineering -- 1991 to 1994 Aryabhat Institute of Technology (Board of Technical Education, Delhi) with First Division

Advanced Diploma in Systems Management – 1992 to 1995 NIIT

Skills

Major Incident Management Experience for almost 10 years in IT Industry

SLA Adherence and Monitoring

Constant Process Re-engineering to provide better experience to customer at all times

Managing high performing team and coaching/mentoring

Perform internal audits and investigations for 3 clusters often undertaking specific elements of the assignment

Ability to complete and advise on completion of high-volume routine/non-routine tasks and prioritize accordingly

Team Handling and Escalation handling ability

Technical systems and procedure training experience

Experience of shaping new procedures and exchanging best practice to improve advisors and customer experience

Achievements

1.HCL Technologies Ltd.: Proactive Problem Management and Trend Analysis have enormously cut down the Alert counts due to which the number of Auto Incidents have linearly gone down thereby letting the Analysts focus on core subjects of Infra. Client has directly given accolades.

2.Birds Eye Systems (Ridlr): In six months of my tenure no major or minor outage was seen on any of the six Metro Stations on Airport line. Also, I successfully tested for Biometrics deployment in presence of Chief and Additional General Managers

3.Alight Solutions (Aon Hewitt): Have gained skills in diversified domains like Support Center, Client Technology Center, Access Management, Internal Audits, Logical Controls, Production Support, Data Migrations

4.Wipro BPO: Neutral Voice and Accent Trained, Dell Voice Certified Professional

5.Brytax Auto Industries: Hindustan Motors Ambassador’s Front Lamps -- Designed and Tested by me, took various Approvals after successful testing of Prototype

6.Lumax Industries: As a fresher, I was seen confident by Management who awarded me with Production lines of TATA 1510, TAFE, TATA LP, Zen, SE2, Omni, Contessa. Also, I was among four Engineers who was selected for Advanced Metallurgical Training in Stanley Electric Company, Japan

Personal Details

Date of Birth: May 8, 1974

Mobile No.: 881*******

Nationality: Indian

Sex: Male

Marital Status: Married

Passport: U4962969

Languages Known: Hindi, English

Hobbies: Playing PS3 with my family, going on long outings

LinkedIn: https://www.linkedin.com/in/pankajain

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