Mohit Jindal
Operations/Project Manager
Regina,Saskatchewan
Summary
Seeking a position to utilize my skills and abilities in the global industry that offers professional growth while being resourceful, innovative and flexible. Also wanted to be a perfectionist who establishes a special identity among the peers.
10+ years of rich experience in service assurance handling operations. Accomplished various roles: Operations Manager, Team lead, Incident Manager, Shift Lead & Team member. A leader with excellent communication, customer handling, escalation/negotiation management and problem-solving skills.
Overview
13
13
years of professional experience
3
3
Certification
Work History
Operations Manager
HCL Technologies, Bank of America
08.2016 - Current
- Currently handling operations of one of the world’s largest (2 Million End Users) Cisco Voice Network (25 CUCM and 25 CUC Clusters) of Bank of America – Merrill lynch that has highly visible presence across the globe
- Managing team of 35 engineers having rich experience in Cisco Voice technology and handling various modules of ITIL i.e Incident Management, Change Management and Problem Management
- Having functional reporting of the team operational from different geographical location [US and India (Bangalore, Lucknow & Noida)] and collaborating between these teams to ensure seamless operations
- Aligning quarterly goals for team members and handling feedback exchange mechanism for effective throughput
- Discussing feedback with the team members based on individual score card/performance-tracker
- Managing and conducting interviews to back-fill the open positions
- Worked on CSAT survey and ensure good score in the feedback from customer
- Running Daily, Weekly & monthly operational review meetings with client facing stakeholders to analyze the team performance and provide inputs on continuous service improvement
- Conducting Bi-monthly meeting to discuss new updates & bridge gaps for teams supporting from different geographical locations i.e
- India & US
- Engaging right level of support for the team at the time of major outages
- Assured availability of Services & Optimized Productivity through SLA based Service Model
- Handling stakeholder’s communication along with multiple vendors in multiple location
- Increased efficiency and effectiveness between cross functional teams by handling and promoting inter team communication and information flow
- Worked with Vendor management team to get timely resolution from external providers
- Analyze SLA breached tickets and present it to the team with improvement areas
- Supported in the migration of proactive monitoring tool (ROSMAP to CMSP) to introduce additional feature for the incident management environment
- Successfully enabled automation of various manual reports to reduce manned hours on the daily/weekly/monthly reports.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Addressed customer concerns with suitable solutions.
Incident Manager
HCL Technologies
11.2012 - 08.2016
- Cigna is one of the first choice for US citizens in the healthcare sector and I was managing incident management module of a top performing team in the NOC
- Evaluate the situation and gather all the facts from the involved teams for right communication for the Cigna stakeholders
- Join Conference/Bridge calls to troubleshoot Priority 1/2 issues for quick resolution
- Co-ordinate with different vendors & technology towers (Voice /Data/Telepresence) for incident resolution in timely manner
- Keeping stakeholders updated with periodic updates during outages and enable problem management team to figure out RCA
- Review effectiveness of the existing processes and take initiatives to improve it
- Assisting engineers to understand the importance of abiding by defined process
- Worked with Problem Management team to identify bugs in the existing environment
- Managing event management tools related to the Circuit/ISDNPRI Status, CCM Replication, CPU thresholds, HDD failure, Phone deregistration and unreachable gateways.
Network Engineer, Teleperformance India
Cisco Voice
12.2009 - 11.2012
- Configuring and managing Cisco IPT network for client
- Resolving issues within SLA to ensure performance is maintained
- Engage service providers & NOC team during the major network outages for Teleperformance India
- Shared resource with helpdesk team and managed team of 5 engineers while ensuring minimum downtime for internal resources.
- Monitored system performance to promote network speed, availability and reliability.
- Corrected network faults and malfunctions to restore connectivity to individual users and entire facilities.
- Performed disaster recovery tasks and data backups to mitigate damages.
- Performed and documented runbook network operations using step-by-step decision trees.
Education
Master of Science - Masters in Computer Application
Punjab Technical University
03.2012
Bachelor of Science - Bachelors in Computer Applications
Sikkim Manipal University
08.2008
Standard XII - General Studies
C.B.S.E
03.2005
Standard X - General Studies
C.B.S.E
03.2003
Skills
- PMP - Project Management
- ITIL - Information Technology Infrastructure Library
- MBTI – Myers & Briggs Type Indicator
- Cisco DevOPS – Introduction
- Google CDL – Online Training
- Network: Cisco Voice
- Monitoring: BEMS, ROSMAP, CMSP
- Ticketing: Remedy, SNOW, HP Service Manager
Certification
ITIL
CCNA Voice (Cisco Certified Network Associate).
CCDA (Cisco Certified Design Associate)
Languages
English
Hindi
German (Read).
ITIL V3, Cisco CCNA Voice, Cisco CCDA
- Certified in ITIL V3, Cisco CCNA Voice, Cisco CCDA
Timeline
Operations Manager
HCL Technologies, Bank of America
08.2016 - Current
Incident Manager
HCL Technologies
11.2012 - 08.2016
Network Engineer, Teleperformance India
Cisco Voice
12.2009 - 11.2012
Master of Science - Masters in Computer Application
Punjab Technical University
Bachelor of Science - Bachelors in Computer Applications
Sikkim Manipal University
Standard XII - General Studies
C.B.S.E
Standard X - General Studies
C.B.S.E
CCNA Voice (Cisco Certified Network Associate).
CCNA (Cisco Certified Network Associate) & CCVP Practical knowledge
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