Piyush Mishra

New Delhi, Delhi

+ 91-9810893621, piyushmishra08@gmail.com

STRATEGIC IT/TELECOM INFRASTRUCTURE PROGRAM/ SERVICE

MANAGEMENT EXECUTIVE

An Executive with complex Program leadership and highly motivated result driven professional utilizing enthusiasm, perseverance with technical, analytical and logical skills and strong desire to learn, to contribute and make a positive difference to the organization, hence seeking a challenging position in your organization.

CORE COMPETENCIES & SPECIALITIES

Project & Program Management skills Excellent Communication Skills

Excellent Presentation Skills Excellent People Management skills

Analytical and problem solving skills Performance Management and appraisals

Design and Implementation of process flow Service Improvement Plans

Projects to save costs and reduce incidents Productivity enhancement

Knowledge on IT Infrastructure Management services Strong Leadership and Decision making skills

Interviewing skills Change Management

Planning and implementing service transition Service Level Management

Software Control and Distribution Implementation and Control

Incident Management Problem Management

Service Request Management Client Relationship Management

Risk Management and Analysis Site Quality Lead

Behavior based Coaching Situational Leadership

Guiding Project Managers on their projects ITIL Foundation Implementer and Trainer

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STRATEGIC IT/TELECOM INFRASTRUCTURE MANAGEMENT PROGRAM/ ITSM Professional

PROFILE AT A GLANCE: Over eight years of experience in Information Technology/Telecom Infrastructure and operations in a team-

project based environment

Design and implementation of ITIL, Six Sigma and other major frameworks

Process Improvement, Process Reengineering and Process creation skills as a part of streamlining operations

Business and Management Reporting automation through Excel macros and their integration with Business Objects

Working with Project management teams during Transitioning and provisioning of new services.

Responsible for flashing all the operational key Data/reports to stakeholders including KPI’s report and Flashing Dashboards.

Multiple Stakeholder communications includes customers, Technology Points of Contact, Middle and Senior Management, Project teams, End Users, so on.

Managing 1st Level fault Management/front office and dispatch Teams.

Excellent communication skills and presentation skills

Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals through personal attention of productivity

Ability to adapt well and perform in new competitive environment with flexibility towards shifts in working and excelling under high pressure and diverse situation.

Adept at effectively dealing with customers and associates to meet their satisfaction utilizing customer centric approach combining relationship building and customer retention abilities.

Hard Working and committed with an ability to take up responsibilities and deliver positive results.

Strong ability to communicate clearly and appropriately with executive and management level business partners, non-technical end users, technical subject matter experts and vendors.

Working closely with problem owners, SME's and other stakeholders to identify problem scope and escalate IT service outages to specialize engineering. Creating statistical reports and performing analysis on a weekly basis for areas of responsibility

PROFESSIONAL EXPERIENCE

CAREER HIGHLIGHTS 8.3 Years

Ericsson India Global Services Private Limited, Gurgaon (HR), India

Operation/Incident Manager (From Feb 17th, 2014 – Present)

JOB PROFILE

Operation/Incident manager for Millicom Africa Project

Direct Interface to Senior Leadership of MTN Group for Projects Delivery and Sales . Liaison

Key Responsibility

Acting as single point of contact for clients to facilitate all the requirements resulting in smooth operational delivery.

Leading Front Office operations (1stLA), Fault management (L1FM), Dispatch (WFM/FSO) and Performance management (PM) Teams.

Working with Project management teams during Transitioning and provisioning of new services.

Responsible for flashing all the operational key Data/reports to stakeholders including KPI’s report and weekly Dashboards.

Sharing the weekly performance report for the Project during the bi-monthly governance meeting with Stakeholders.

Monitoring teams to ensure the prompt resolution to all client queries. Managing staff induction, training, and performance reviews. Building strong, lasting client.

Providing guidance to subordinates on company goals and policy

Driving all Critical Issue (P1) and resolution bridge calls for service restoration, effective coordination, escalation, notification and resolution.

Managing risks and planning for contingencies to ensure minimal effect on deliverables. Enforcing strict

compliance to the SLA terms negotiated with the client.

Proactive problem management, analysis of trends and inputs for service enhancement and service improvements.

Currently working with Ericsson India Global support as Technical Shift manager acting as single point of contact for Customer for all Operation issues along with managing Crisis in the Network.

Facilitate the support teams and Stakeholders on the bridge and ensuring that the issue is resolved within the assigned SLA window.

Close coordination with other Support groups like 2nd level domain specialist and local/onsite support for resolving all the infrastructure issues within SLA.

Sustaining high uptime for IT/Telecom infrastructure services. Delivering as per OLA and SLA defined.

Act as a centre focal point for all departments during incidents and coordinate between them to get the fast results

Ensure an Action plan / Back up Plan is created and focused on the restoration within SLA

Leading Emergency to ensure incident will be restored asap by engaging the SDM’s and Customer support whenever required to get the necessary approvals for High level support, following escalation and notification process every time to avoid any hit to OLA/ SLA’s.

Ensure timely communication / information flow towards internal & external stakeholders, circulating MIN updates.

Ensure that all required resources (resources, accounts, equipment) are available and up to date.

Setting up of Technical & Management Bridge to facilitate communication during incidents.

Manage and coordinate the escalated requests from MSIP OA, Local Support and internal stakeholders.

Deliver accurate post incident reports (MIR) within the agreed OLAs.

Contribute to and maintain the existing repositories (Eridoc, EriColl), with up to date technical documents, network diagrams, team structures, important OPI/procedures that show process adherence.

Promote Problem Management activities in 1st and 2nd level Assurance. Provide input and support the Problem Manager during initial investigations for root cause analysis.

Ensure all ongoing activities are published in the Hand over tool or any other dedicated tools that have this functionality. Provide accurate input for the Shift Reports.

Implement and follow Ericsson compliant Business Continuity procedures and special events contingency plans.

Attend to operational or governance meetings with SL, PM, MSIP OA, GDM and the FSO head.

Responsible for End to end management of Incidents.

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

Managed and coordinated activities during overall ticket life cycle.

Responsible for sending all Incident notifications as per agreed process.

Review Effectiveness of Incident Recovery.

Lead & monitor the performance of team members to ensure efficiency in operations and meeting of individual & group OLAs and SLAs.

BT E-Serve, Gurgaon (HR), India

Incident Management Specialist for ASG (Application Support) (From Jan 14th, 2013 – Feb10th 2014) – 13 Months)

JOB PROFILE

Incident Management Specialist for ASG (Application Support).

Project Supported: BATS and EMSE

Key Responsibility

Supporting the BT owned application and Tools used by BT employees as well as BT clients and vendors.

Being Owner of the Applications and Tools, So Primarily responsible for Uptime and meeting agreed availability for application and tools.

Preparing of Application Documentations included Run Book, System appreciation Document (SAD) and High level Diagram (HLD).

Worked productively together with the engineering and customer-support departments and teams

Worked closely with the developers of applications to advise concerning changes on system-levels.

Accountable for Server Administration on Solaris/Linux Platform.

Driving the requests for new Commissioning of Devices

User Management, Maintaining the records of Users list existed on the server

Performing the Regular Housekeeping of the server

.ITIL Processes covered in scope:

Financial Management Design Coordination Service Level Management Availability Management Capacity Management It Service Continuity Management Information Security Management System Supplier Management Transition Planning And Support Change Management Asset Management Configuration Management Release And Deployment Service Validation, Testing And Change Evaluation Knowledge Management Incident Management Problem Management Request Fulfilment Access Management

CSC-India Pvt Ltd, Noida, India Server Administrator Level 2 (From: April 8th 2010 to: Jan.9th 2013) – 33 Months

JOB PROFILE

Project: RIM and RIO

Key Responsibility Being part of Level 2 Server administration team responsible for managing & monitoring the Servers including

Proactive health checks and Housekeeping

Troubleshooting issues related with data and connectivity issues of all Unix/Linux boxes remotely logging through Putty through SSH and also through FTP for Administration task.

RIM (Remote Infrastructure Management) is to take care of all monitoring related stuffs, including backup or normal server monitoring. It has got several divisions and teams which take care of alert monitoring with the help of various tools called SMARTS, TNG, HP Open View, HP Insight Manager and BMC REMEDY 7.6 and USD is used for ticket creation.

Also have in depth knowledge of Incident management ticketing tools like BMC Remedy and USD and MSD.

Following ITIL Incident Management process/Problem Management Process/Change Management Process and additionally follow the core ITIL processes which are there In CS C Process.

Responsible for attending DSR(Daily Service Review ) call and Checkpoint Call every 4 hours to discuss the updates and Status on Severity 1 and 2 Issues. Also responsible for opening of SRT (Service restoration Team) to Resolve the high priority issue within SLA.

Check backup logs to ensure that all backups are completed successfully also coordinating with Onsite Technician in Maidstone Data Centre and various big DATA Centre in Europe for problems that cannot be resolved by offshore engineers.

Dell International Services, Gurgaon (HR), India Technical Resolution Expert: Dell Software Solutions (From: Aug 4th 2008 to: April 4th 2010) – 20 months

Duties: Team Handling, Team support, Technical Assistance, Hiring, Conducting Interviews, Delivering Effective Feedback's, Training, Up skill, Reporting.

CERTIFICATIONS

PMP Trained. BUGS (Business Unit Global Support) Certified by Ericsson. ETCP(Ericsson Internal) certified in RAN and Transmission domain ITIL Intermediate Service Operation certified ITIL V3 Foundation Compliant and Certified Oracle Solaris Certified System Administrator for Solaris OS 10 Part 1 Undergone Red Hat Certified Engineer (RHCE 6) Training. Certified On following Role Based Linux Training In CSC Linux Kernel Compilation and Linux Start-up Microsoft Windows Server 2008 R2 Hyper-V: Introduction and Planning Overview Microsoft Certified Administrator , Windows 2003 Trained on PMI’s Project Management Professional Level-3 certified IMPACT model of coaching system Certified on Preparing PowerPoint 2007: Presentations for Effective Delivery Certified on 360-Degree Feedback: Maximizing the Benefits of 360-Degree Feedback. Certified on Coaching Skills. Certified on Employee Performance: Managing Difficult People. Certified on Leadership Development: Motivation. Certified on Retention Strategy Skills. Certified on Security Awareness. Certified on Team Leadership: Developing a High-Performance Team. Also trained on Emotional Intelligence and Lateral Thinking skills used in People Management

EDUCATION BACKGROUND

Degree Year College/University Percentage Class

M.C.A. 2008 Maharishi Dayanand University Rohtak (Haryana)

72 % First Class

B.Sc.(Honours) Physics 2005 A.N.D. College, Delhi University 63% First Class

Senior Secondary (PCM) 2002 D.P.S. Faridabad, C.B.S.E. Delhi 73% First Class

PERSONAL DETAILS:

Date of Birth: 4th September 1985

Nationality: Indian Marital Status: Married

Languages Known: English and Hindi

Passport Number: J5275657

Piyush Mishra