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$15 USD / hour
Flag of INDIA
serampore, india
$15 USD / hour
It's currently 4:39 PM here
Joined May 18, 2013
0 Recommendations

Nilanjan M.

@nilanjanmitra

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$15 USD / hour
Flag of INDIA
serampore, india
$15 USD / hour
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Open for Network, IT Tech Support

Incident-Problem-Change and Configuration Management, Scrum Practice in Azure DevOps Service, PMP, ITIL, CMMI-SVC, Major Incident Triage, investigation, monitoring, Issue resolution, Conflict Management, SLA-SLO maintenance, KPI, Metrics, P1 / P2 IR tracking and RCA documentation, Service Desk, NOC Lead, Remote & Hybrid Team Management, CMMI-SVC v2 Implementation and Audit, Technical Documentation, Scheduling and Time Management, Service Delivery, Microsoft Office Project, Project Management, WBS, Critical Path Management, Stakeholder Management, People Management, Team Management, Vendor Management, Monitoring and Controlling, Capacity Planning, Budgeting, Risk & Opportunity Management, Cost Sheet Planning, Bid Management, Tendering, Requirement Development, RFP, RFQ, BoQ Preparation, Technical Presales, PoC.

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Experience

Technical Management Professional

Confidential
Jan 2023 - Present
Routine daily Team Management activity. Major Network Incident Management for P1 to P2 tickets in L3 bucket. T-shoot and resolve issues related to Switching, Routing, Link Flap, Network Outage, High CPU/RAM utilization etc. Testing, validation, maintenance, and ongoing support of all network infrastructure components including ISP links across global network infrastructure. Implementation of new and enhanced network technology. Tech Refresh and Migration activity.

Manager Global Technical Operations

Confidential
Jan 2022 - Nov 2022 (10 months, 1 day)
Managing 24x7 high availability of Global IT Infrastructure. Management of Major incidents and outages across various technology verticals i.e. Network, Voice and CCaaS Infra, Database, Application server, Application automation, Cloud infra, Network Security etc. Support in managing business communications/ status page notifications as part of incident management. Documentation, Presentation, Stakeholder management Service desk operations - JIRA SLA reports (With P1/P2/P3 segregation)

Regional Service Manager

Confidential
Jan 2016 - Aug 2021 (5 years, 7 months)
Handling Escalation, Relationship Management, Regional Service Provisioning, Change, Deployment, Incident, Problem management. Managing escalated technical issues with NOC and Site engineers, troubleshooting of issues with engineers TAC on the technical front, leading team during onsite activities for critical situations/system migration/downtimes etc. End-to-end IT infra Project Management. People and team performance management Resource optimization and workforce management Technical Presales

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