Pankaj Manchanda

Supervise a team of 16 Individuals (L1 & L2), Wintel/Storage/Network/Cloud. Responsible for interviewing and on-boarding the new hires by interacting with the talent acquisition team. Ensure the resources are being billed and aligned to projects. Lead DSR (Daily Service Review) and address any support related issues or concerns regarding the project. Budget forecasting for the financial year (Training needs, Hardware and Software for internal Labs). Responsible for imparting KT sessions to new hires. Represent the Intel/cloud tower in the governance meeting with the customers and BU Head. Involve in rosters and resource alignments. Host the weekly team meeting to understand the process GAP/Issues and project requirements. Host the monthly 1 on 1 discussion with team to understand the goals/feedback etc. Well versed with ITIL process, Incident Management, Change Management, Request Management, RCA etc. Worked on ITSM tools, Service Now, BMC remedy version 2/3, Advent etc. Develops enterprise standards to ensure compatibility and integration of multi-vendor platforms for on-prem and Cloud environment e.g., VMware, AWS and Azure. Manage, Administrate, and implement Intel solutions to support NTT Data Services client's Infrastructure. Client environments spanning of 8000+ WINTEL servers, utilizing ZenOS and BMC/MLM to monitor performance of the whole Intel infrastructure. Experience in migration tools, Zerto/Binary Tree for on-prem to on-prem and on-prem to cloud migration, VMs and user profiles. Experience in ADFS migration from on-prem to cloud (azure) along with enterprise application registration and migration. On the definition of the proposed technical solution and certify that it meets stated customer requirements and is deliverable within the costs. Interact with stakeholders, account managers to ensure that their requirements and implement the same. Taking ownership of customers issues and following problems through to resolution within the timeframe. Project p

Represented Microsoft and communicate with corporate customers via telephone, written correspondence, solve highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line. Frequently, these problems are not only be technically complex, but are politically charged situations requiring the highest level of customer skill. Troubleshoot on escalated issues and any enhancement/ change requirements; deployed physical and virtual servers. Planning and upgrading of the VMware virtual environment. Responsible for capacity planning when it comes to adding new hosts or storage to the VMware Virtual environment. Patching of servers for Microsoft released patches through Kace. Troubleshooting of NetBackup and Antivirus (SEP) issues on the servers. Working with server health monitoring tools like Dell Open Manage Systems and vROPS. Hands-on experience on working with Remote management tools like iDRAC & ILO. Coordinating with hardware vendors to fix hardware issues. Writing technical documentation.

Manage the Ticketing software i.e. "ADVENT NET" to resolve the issues to serve smooth production and Change Request Management" for the implementation, allowing the access, restrictions of unnecessary sites, URLs and applications as per the Business needs and requirements. Providing technical support, identify and resolve recurring issues and handling issues in a way to get the tasks done in timely manner and produce a quality work to maintain SLA. Maintaining Desktop/Software Inventory Management, Process Applications Uptime/Downtime, Effective & timely resolution of local incidents. Provide Desktop Level support and resolve all issues related to applications and co-ordinate with Internal/External Teams in case of any issue. Configuration, Backup and troubleshooting of MS Outlook. Solving Day to Day issues of BACK OFFICE related to Networking & Hardware Troubleshooting.