Alok Chauhan

Client Service Manager (IT Head)

Abbott

*Manage day-to-day relationship with Service Provider to ensure the effective delivery of outsourced services *Conduct regular service reviews; manage and audit Service Provider performance and productivity relative to Service Level Agreements *Establish metric/performance reporting; track Service Provider performance and ensure viability of service levels *Define and implement service level reporting for clients *Interface with Contract Manager and Finance Manager as needed to analyze Service Provider performance *Provides demand management and prioritization of work in alignment with the business and Service *Provider response to demand *Assists with the preparation and monitoring of corresponding IT budgets *Monitors supplier compliance with Abbott policies, procedures, and quality requirements *Perform capacity and demand planning with Service Provider and Governance team – Forecast customer demand for all in-scope and new services. *Coordinate services, projects, and plans within domain to ensure priorities are addressed appropriately. *Ensure effective systems operations between the suppliers and Abbott RUN organization

Implementation & Tech Support Manager

Abbott

 Managing the SumTotal application from India BU and target to implement new SAAS implementation for 29k users and working on application setup and fix the application issues.  Manage application uptime and downtime coordination with internal customers, server owners, external support vendors, business partners and system owners.  Managing the application implementation and providing L1/L2 support to existing SumTotal application  Scheduling and planning for server migrations. Up gradation of server as well as Patch rollouts & hot fixes.  Planning to implement the application on SAAS environment and providing specs to the stakeholders.

SumTotal SME

AonHewitt

Supporting SumTotal UNIX/Windows 2008/2003/2000/NT servers in an enterprise environment having multiple servers in production remotely located. Managing Hardware and Software on UNIX/Windows 2008/2003, 2000 & NT Servers including troubleshooting, security management and preventive maintenance Perform detailed RCA for all problems in addition to providing solutions to address immediate symptoms and following the Trend Analysis’: Blue Screen / Memory dump issues resolved by using MS Windows Debugger tool. Manage multi-sites uptime and downtime coordination with internal customers, server owners, external support vendors, business partners and system owners. Scheduling and planning for server migrations upgradation of server as well as Patch rollouts & hot fixes. Supporting and maintaining application jobs. Adherence to SLA guidelines Migration and Implementation of Change requests. Issue resolution with onshore/client. Working on change requests,enhancement and Breakfix issues.

Software Engineer

AonHewitt

Supporting and maintaining application jobs. Adherence to SLA guidelines Migration and Implementation of Change requests. Issue resolution with onshore/client. Working on change requests,enhancement and Breakfix issues.

Business Associate

Tata Consultancy Services

Project Associate

Indian Institute of Science