IT-Project/Service Management

6/2010 – 11/2010

Responsibilities:
Part of Service Support team, managing the critical incidents for core banking applications and underlying Servers/Networks located in Datacenter at various locations all over the world.
Ticketing Tool - Remedy 7
Managed and coordinated activities during overall ticket life cycle.
Ensured that the Incident record is fully updated prior to Problem Management handover.
Responsible for sending all Incident notifications as per agreed process.
Chaired bridge calls for effective coordination, incident resolution and service restoration.
Continuously followed-up with support teams for updates and drive for resolution as per SLA.
Ensured, Incident Timeline Report is created immediately after resolution.
Performed Trend Analysis on Severity 1 and Severity 2 Incidents.
Contributed to ongoing process & operational improvements.

Incident Management

9/2006 – 10/2009

Managed the service operations for Data Center- Monitoring & Enterprise Tools
Client - SanDisk, United States - Manufacturing Services

Responsibilities:

Projektmanagement (IT), IT Service Management (ITSM)

7/2005 – 6/2006

To provide technical support for a wide range of SOHO Wired & Wireless Networking
products to customers based in US & Canada. Products like Routers, Switches, Access points, Bridges, Game and Media adapters.

1st Level Support / UHD, 24/7 Support