Lead and manage user desktop provisioning that includes desktop and laptop configurations, application setup, updating

the Configuration Management Database and monitoring of desktop lifecycles.  Manage batch process operations that include resource scheduling, implementation of backup and restore strategy and liaison with external developers to resolve application issues on time.  Interface with other functions of IT service such as Service Level management, Change management, Availability management and Capacity management to ensure adherence to IT service management best practices.  Provide 1st to 2nd level user support and system administration duties in coordination with the Operations group.  Administer and manage Service Desk application which includes customization, troubleshooting and upgrades.  Manage the Service Desk process that provides for a single point of contact for business users when there is a service disruption, service requests and some level of request for change to ensure SLAs and KPI targets are maintained  Lead the Incident management process to ensure normal service operation is restored as quickly as possible and to minimize the impact on business operations in the event of service failures.

 Monitoring network connectivity of entire NAP/ Branches, Ext counters under his region proactively  Follow-up for failed Leased lines and ISDN lines with Vendors /BSNL for solving problems at earliest.  Maintain a Hardcopy register to track WAN links failures on Daily basis.  Managing configuration changes entire NAP/ Branches, Ext counters under his region.  Sending manual daily links availability status report for all CBS+NonCBS branches for his region to DC-NOC team & Network managers and updating them on link failure issues. This is followed by all circle IBM resident engineers.  Testing for ISDN backup on regular basis for all CBS branches and following up with vendors/SMC on failures  Monitoring for NAP links availability and link utilization, Prepare monthly MTTR reports for WAN links and Device availability reports for Routers and Modems and ensure it reaches our management team in time.  Monitoring for CBS live branches link utilization across NAPs (200 branches + 50 ECs) and alerting bank on abnormal (virus) traffic, high link utilization.  Handling mail requests directly coming from bank (NAP network managers) for network connectivity issues and replying same after solving problems  Handling calls from all branches reg connectivity problems and providing online help in solving it.  Coordinating with BSNL by providing required tests for making leased lines up for all the branches and NAP links  coordinating with service providers for new branches connectivity for his region. And providing suggestions for bank/ vendors on new branches connectivity  Planning and coordination with BSNL/Vendors for old links upgradtions form 64 to 128kbps for identified CBS branches.  Help HP OV NNM team in verification on NNM/QWAN reports and monitor Network using NNM , Ensure NNM servers high availability, follow up with vendors in regular antivirus update and proactively monitor health of server. Inform DC- NNM team for any failure observations.

 NAP engineer to maintain data /scale on bellow with number of average calls attended in each category  Total Technical Calls( WAN link issues/Router, Modem, NT failure calls) handled per month  Total Escalation calls to DC NOC team per month  Total Proactive calls closed for ISDN backup of CBS live branches and other CBS branches under IBM contract Monitors system performance and implements performance tuning. Install, configure, maintain network services, equipment and devices. Manually fire of ISDN link (Backup) when Lease line goes down. IP sec configuration & crypto clear on branch router whenever necessary. Call logged of Router, IP Phone, Modem, VSAT issue, and follow up with vendors Daily checklist and monitoring of all branches using Whats up Gold and HP Open View Provide higher technical support to NOC and other operations teams with regards to IP/MPLS infrastructure and escalate to vendors the major issues.  Implementation & Configuration Cisco 881, 1841, 2509, 2610, 2851, 3825, 3845 Routers.  Implementation & Configuration Cisco 2950, 2960, 3750, 4506e, 6506, L2 & L3 Switches.       

 Configuring of wide range of Cisco Routers like 7600,3800,2800,1760  Configuring of L3 & L2 switches, FWSM & Cisco PIX 535  Configuring & managing OSPF in multiple areas.  Configuring of HSRP as per requirement.  Configuration Change Request (CR) as per change management process (HP service desk) &
trouble shooting interactions raised. Configuring & Troubleshooting of IP-sec VPN. Monitoring Cisco tools like Log Logic servers, Check Point Dashboard, IDS, NNM, OVPI, ACS, and Cisco Works  Configuring as well as trouble shooting of Leased lines, ISDN, E1/T1 Controller card. Configuration of Point-to-Point WAN links and ISDN based networks  Follow up of ITIL process for change management.