Project - Operation Center Incident Management (MSN Microsoft):
ProjectDescription : The GFS Service Operations Incident Response team (OCIR) provides comprehensive incident management for multiple business groups across Microsoft, including consumer facing (such as MSN.com, Hotmail, Live, Office Online), business facing (such as Business Online Services (BOS)), support applications (such as ABCH, SUP, Storage), and infrastructure support (such as ECN, networking, AD, DNS).This support includes responding to incidents (both automated monitoring, as well as escalations from internal staff and external business partners), providing accurate and timely updates on status to internal and external parties (as appropriate) and resolving incidents with a focus on minimizing escalations to supporting engineering teams.
Project Profile : Quality Coach / Team Lead/Analyst
Lead Role:
- Tracking the Incident Management being created & completion of the same within the specified Service Level Agreement (SLA).
- Introduction & implementation of Service Improvement Plans (SIP) & along with identifying the Leans & work on improvement.
- Support total of 80000+ servers including WEB, SQL, Utility and Windows.Single point of contact for Onsite American business stakeholders, application owners & Microsoft Offshore Manager.
- Handling of more volume of work with reduced manpower/resources along with continuous process improvements to reduce the Incident volume.
- Having good People Management skills to drive the team through continuous motivation to take up new challenges.
- Encouraging team to enhance skills through Certifications & in writing white papers & technical articles along with conducting Tech-talks & technical discussions on relevant skilled areas.
- Arrange necessary technical trainings for the team to enhance knowledge & perform better. Insist on as much as documentation possible to reduce problems in process functionality.
- Participation in Quality Roadmap improvement for the project through preparation of Service Delivery Plans (SDP) on phase-wise basis.Actively attending Service Delivery Review Meetings (SDRM) with clients & onsite business stakeholders to understand their needs along with means for catering to the same.
- Act as a Supervisor for conducting & approval of Performance appraisal for the team & assessing all over performance for individuals throughout the year to identify the areas of improvement as well as areas improved & reward them accordingly.
- Proactively participate on QPLC, billability & operational efficiency index with the client to synchronize billing for the team against efforts given.
Quality Coach Role :
- Auditing incident tickets and give feedback based on the laid down process and procedures. Report the quality data weekly Adhere to new process and procedure and maintain a checklist and check it against the audits to make sure the new process procedure is property implemented and strictly adhere to.
- Identifying areas of improvement by getting along with 2 analysts in a day by giving coaching /training on a daily basis.
- Monitoring external QOS (Quality of Service) sent by clients and suggests appropriate remediation and suggestion to get it corrected.Conduct Dipsticks and Training as and when required to check if the procedure is being followed or not. Conduct shift huddles to discuss QOS remediation and audit feedbacks.
- Training Need Identification (TNI) by means of audit feedbacks and trainings being conducted.Triage Audit based upon the existing CEN (Classification Escalation and Notification) and give feedback to Triagers.
Analyst Role :
- Worked as analyst and resolved tickets with no negative QOS as of now.
- Feather in my Cap Award for my excellent communication and Impacting issues being take care of with the help of FTEs.
- Till now 103 documentation updates for better resolution and customer satisfaction. Also 36 update on Microsoft Primus for Tier 1.
Triage Team :
- Analyzing and determining the impact of the issue or alarm which comes into the queue and assigning it severity. And informing fellow colleagues about the same.
- Triage Training & Assessment – Triage Training and assessment being taken to improvise the quality of Triage activities. Numerous Triage documentation and updates provided to the Triage Team
- Incident management involving troubleshooting Windows 2003/2008,SQL 2005/2008 and IIS and supporting more than 1,80,000 production servers for MSN.Working on TNI (Training Need Identification) and VRI (Volume Reduction Initiative).
- Monitoring the queue and auditing of QOS and sending out daily reports as well as weekly reports for client Review.
- Expertise in Monitoring of the production servers from MOM and SCOM .
- Configuring and deploying the management packs using MOM and SCOM.