Manish Srivastava

Overall responsible for Transition, recruitment, process design, trainings and on-boarding of Systems Operations Centre (SOC) i.e. Global Service Desk and Monitoring team. Introduced and Implemented ITIL best practices globally at Amber Road. Managing Systems Operations Centre i.e. Global Service Desk and Monitoring team which provides Event, Incident, Change and Problem Management support with 4 Shift Leads, 20 Engineers, and coordinate daily activities of 24/7 x 365 operations.

Managing team of 8 Monitoring and L1 engineers and provide 24/7 support on technical and non-technical queries. Perform end to end Event and Incident Management as per organization guidelines for 16000 + cisco and non cisco devices. Optimization events on organization level and ensure adequate use of manpower.

Level 1 NOC escalation for Global Partners and Carriers eg, AT&T, Vodafone, Verizon, OBS, Tata Communications, Reliance Communications, Etisalat etc. Ensure escalation to channel partners/ service providers are made on time as per agreed SLA. Providing 24x7 supports to Tier-1 and Service Desk engineers.

Administering the network of the Bharti and imparting technical support to nearly hundred and fifty POP’s. Assuring network’s performance through preventive and emergency maintenance services. Ensuring compliance with SLA’s for response time, network uptime and so on. Installing, configuring and maintaining network equipment e.g. Routers & Switches etc.

Operations