Rupesh Sharma

Manage the delivery of services from delivery teams Work closely with client counterpart to make sure any business escalations are being addressed in timely manner. Manage IT services in line with best practices and agreed service levels. Specifically, Incident, Problem, Change, Knowledge Management Accountable for having CSIP in place to keep operations steady by introducing new monitoring/processes

Accountable for Incident, Problem, Change and Knowledge Management on day to day as per BAU Supporting over 100 apps in handling critical/major issues Involved in overall data analysis and reporting, escalation and process improvement Working with customer stakeholders on all matters related to Service Management e.g., major/critical incident review, problem root cause analysis, management escalations and continuous improvement plans.

sponsibilities: Provide technical expertise in support of ClickSoftware’s direct customers as well as partners, systems integrators and internal Professional Services project teams that implement ClickSoftware’s products Checking event viewer logs, system agent logs, integration logs, audit logs in-order to investigate the issue in hand Process formation, documentation and implementation.

Involved in UNIX and windows server monitoring, log check, cluster and instance monitoring. Handling DB related activities and web-based issues including desktop application support Monitoring, following up and resolving all incidents and change requests. Batch, cron jobs monitoring & scheduling on TWS (Tivoli Workload Scheduler) and UNIX; Handling web, desktop application and server monitoring

Having exposure in the development and maintenance of commercial projects Designed and developed enterprise applications using .NET Reviewed and understood detailed business and technical requirements

Managed McAfee Antivirus for internal McDonalds systems Updated DAT(data files) and system AV(anti-virus) engines Involved in team management & communications