Abhijit Alone

Progressive experience in managing day-to-day operations of a network support data center in a 24/7 environment. Ongoing communication, reviews and interactions with Service Delivery Head and Customer stakeholders for productivity enhancement and flawless delivery.Accountable for engagement reviews and quality assurance implementations procedures and process.Driven various Continuous improvement plans for the delivery team and ensured 100% ISO compliance.

• Manage recovery of Critical Incidents affecting internal IBM accounts. • Identify critical incidents, coordinate resources to expedite the recovery, provide real time communication of recovery plans to IBM and Service Management and ensure appropriate steps are executed for the duration the critical incident exists. • Coordinate with DPE and SDM to recover the IBM owned incidents resolved by third party. •Execute notifications and escalations as defined in the Process including Executive communication

• Lead a team which consists of 4 processes of Change Coordination, Reporting & Inventory management with a total head count of 15 Full Time Engineer’s. • Conduct/ Attend Annual and Quarterly reviews with BT and Wipro Management. • Part of Business continuity Mgmt core team, plan and execute the flawless completion of Business continuity plan drills. • Managed escalations on e-mails and calls. • Progressive experience in team/people management and appraisals.

• Proficient with BT internal Inventory management tool BFG IMS. • Immense Knowledge of CRM tools – Clarify & Expedio IM (Remedy) • Proficient understanding of SQL • Strong Ticket Management Skills. • Delivered Root Cause Analysis (RCA) reports for failed tickets. • Worked on Network availability reports. • Primary diagnostics for any network issues. • Several Daily Checks and Reports to be reported to the concerned teams.

Data Communication and Network; ITIL