Roshini Nair

Successfully championed process improvements, tooling enhancements and continual service updates.
Performing catalogue On-boarding and Off-boarding activities - implemented testing for change to ensure end to end workflow is as per expected. Chair test week changes calls and testing schedules.
Successfully combined over 7000 catalogue items into 4 different catalogue items as part of cost saving measures, automation and efficiently. Manage mini project for catalogue… Tunjukkan lagi

Successfully championed process improvements, tooling enhancements and continual service updates.
Performing catalogue On-boarding and Off-boarding activities - implemented testing for change to ensure end to end workflow is as per expected. Chair test week changes calls and testing schedules.
Successfully combined over 7000 catalogue items into 4 different catalogue items as part of cost saving measures, automation and efficiently. Manage mini project for catalogue consolidation.
Engaging and managing the support team on current issues, escalations, and performance appraisal feedbacks.
Planning and controlling change as well as managing quality assurance programs, preparing monthly reports in line with requirements.
Manage all situations impacting the current production environment are managed till closure and driving relevant teams to provide root cause.
Played a major role in the transition of tooling change to ServiceNow in terms of design requirements, testing and transition.
Proactively manage potential situation to avoid major incidents through the end-to-end lifecycle related to the Request Management tool.
Responsible for configuring more than 200 catalogues in Service Now in line with a standard policy as well as joining the Sprint Planning, Daily Scrum, Sprint Review, Sprint Retrospective meetings. Follow up with Scrum Master, Product Owner and DevOps teams. Tunjukkan kurang

Produced monthly business critical and SOX landscape report which include follow up on remedies activity to reach 100 % compliant and conducted the SOX audit on all the SOX application and infrastructure hosting the SOX applications. Involved in 2010 SOX audits.
Established the Configuration SME forum with multi bundle and business.
Established all the process documents, templates for Configuration Management.
Ensure the CSL reports are reported within the agreed time frame… Tunjukkan lagi

Produced monthly business critical and SOX landscape report which include follow up on remedies activity to reach 100 % compliant and conducted the SOX audit on all the SOX application and infrastructure hosting the SOX applications. Involved in 2010 SOX audits.
Established the Configuration SME forum with multi bundle and business.
Established all the process documents, templates for Configuration Management.
Ensure the CSL reports are reported within the agreed time frame SLA.
Established Asset & Configuration Dashboard to report all the KM and CSL dashboard is shared with the Management Tunjukkan kurang

Responsible for customer satisfaction and business confidence surveys, to compile results, plan and implement measurable improvement of service activities for multi bundle supplier and business.
Creating reports, process flow and work instructions documents together with multi bundle supplier.
Supported creation of handbook for the Policies and Procedure Manual for the client and the bundle suppliers.
Supported in internal and multi bundle audits by validating bundle process… Tunjukkan lagi

Responsible for customer satisfaction and business confidence surveys, to compile results, plan and implement measurable improvement of service activities for multi bundle supplier and business.
Creating reports, process flow and work instructions documents together with multi bundle supplier.
Supported creation of handbook for the Policies and Procedure Manual for the client and the bundle suppliers.
Supported in internal and multi bundle audits by validating bundle process documents, KPI’s SLA and SLO’s accordingly.
Supported self-assessment activities of each ITIL process in terms of process documentations, KPI’s, SLA, Reports, CSL’s, undelivered CSL’s and penalties occurred from undelivered CSL’ using the COBIT framework.
Actively involves in quality improvement initiatives from audits and self- assessment with multi bundle suppliers. Tunjukkan kurang

Responsible to provide world-class system administration support for HP Wintel servers deployed at the worldwide for accounts- JTI, UCB , Bekaert, Betanfence, DHL,
Lead and manage a shift of 15 to 20 professionals engineers from various accounts and processes. Manage any escalations and disciplinary issues during the shift.
Implement relevant changes -upon approvals ,update the status change request in weekly team meetings.
Responsible for 2nd Level troubleshooting in various… Tunjukkan lagi

Responsible to provide world-class system administration support for HP Wintel servers deployed at the worldwide for accounts- JTI, UCB , Bekaert, Betanfence, DHL,
Lead and manage a shift of 15 to 20 professionals engineers from various accounts and processes. Manage any escalations and disciplinary issues during the shift.
Implement relevant changes -upon approvals ,update the status change request in weekly team meetings.
Responsible for 2nd Level troubleshooting in various technologies within the agree SLA and SLO:
Managing data backup such failed backups, changing tapes (Mount request), poor tapes handling, recycling expired tapes, monthly and weekly data protection, backup reports for clients.
Responsible for Microsoft Exchange Issues which includes user cases as Admin rights, Web mail issues, Applications, Test Mail, Exchange Reports, Whitelisting and Blacklisting (Spamming), Antivirus Issues.
Handle application related issues -WinNT, restore files and folders, Citrix environment issues reboot and shut down of servers.
Network Issues- LAN/WAN, Routers.
Hardware problems- hardware failure – make hardware call for the relevant severs in the relevant countries and do a close follow till the hardware is replaced, File server support Active Directory problems, DNS, DHCP, Group Shares.
Network Printers – Installing network printers, printer related issues.
Performed server patching –Firmware, Bios, Hp Arrays Utility , Clusters and Windows updates upon approved change request and making the necessary arrangement with the local IT team from different countries to schedule for the patching and updates.
Prepare work instruction documentations, prepare daily handovers and high priority incidents which needs follow up. Tunjukkan kurang

Lecturing on all Microsoft products – MS Word, Excel, PowerPoint, Access, Networking to a group of 30 foreign students. Preparing lesson plans, assignments, and exam.

Assisted in marketing projects and products for the company. Assigned to handle all inbound calls, emails enquiries and escalations for prepaid, postpaid, STD booths users and broadband users. Ensure the escalation is followed timely. Training new joiners and preparing weekly duty roster for a group of 12 team members.