Tarun Arora

Responsible for Level-2/3 escalations pertaining to Network, Security, Proxy, Voice/Data, Server, End User Devices, and application issues. Managed internal/external audits and utilized SERVICENOW (SNOW) for critical user issues. Responsible for tracking critical/major incidents/problems, sharing RCA, and presenting performance dashboards to business stakeholders.

Managed IT Operations, End to End service delivery, and IT Infrastructure availability. Accountable for MIS reports, PMO, and Operations Excellence. Handled Incident/Problem/Change/Knowledge management, coordinated with SIEM/Cybersecurity team for alerts monitoring, and performed analytical and Splunk troubleshooting.

Served as Technical IT Operation Manager/ITIL Consultant, responsible for Level-2 Escalations pertaining to Network, Voice, Data, Server, End User Devices, and applications. Managed a team of 9 members and utilized Service Desk Manager (CA). Ensured service delivery based on SLAs, tracked major incidents, and executed IT Projects.

Managed IT Change Governance, including documentation and maintenance of the Change Governance Portal. Led the Change Advisory Board (CAB) and administered change freezes. Managed Problem Management, generating PM RCA Dashboards and chairing RCA meetings. Managed the Splunk environment.

Provided innovative solutions for knowledge management. Created and managed the knowledge repository, coordinated knowledge submissions, and maintained Knowledge Training materials. Identified and documented knowledge utilization metrics.

Managed IT Operations lifecycle at MetLife GOSC. Responsible for Level-2 Escalations and managing a 24*7 Service Desk. Ensured service delivery based on SLAs, tracked major incidents, and conducted disaster recovery planning. Also managed Change Manager duties, including chairing CAB meetings.

Worked in Incident Manager, Problem Manager, and Change Manager roles, focusing on maintaining governance and improving IT processes across multiple projects.

Managed day-to-day transactions for various BFSI accounts. Responsible for improving SLA delivery and ensuring resource availability. Participated in IT AUDIT and was accountable for Migration, Transition, and DR Drill/Mock drill activities.

Site Incharge for data centre (Aadhaar). Implemented ITIL and quality standards. Ran regular checks on network and data security, and oversaw major IT projects including system upgrades and migrations.

Worked on Cairn Energy Pvt. Ltd. Presented improved SLAs and CSAT scores. Actively participated in Service Improvement Plans (SIP) and Service Delivery Dashboards. Collaborated on defining Business and IT Strategies.

Resolved Desktop, Internet, and VPN Security issues. Monitored network links and server alerts. Remotely installed and troubleshot Microsoft Windows issues, and maintained customer satisfaction reports.

Resolved Laptop/Desktop Software issues and troubleshooting internet/network/printer issues. Handled escalated VIP calls and technical issues. Prepared root cause analysis for P0/P1 Calls and maintained customer satisfaction reports.

Provided technical support for Wi-Fi/Internet access, network login, and Microsoft Outlook. Maintained system integrity and OS/Driver updates, and handled technical challenging issues.