Ben Israel

Application Operations Manager

Madurai, INDIA Information Technology & Services WORK: HCL Technologies View More Education: Anna University View More

Personal Details

  • Birthday: 05-MAR
  • Marital: Single
  • Nationality: Indian

About Me

Application operations expert with in-depth experience in large, complex IT & IT-enabled organizations; with special focus on critical banking applications in highly demanding production based environments. Security, high availability, and maximum operations stability of the project have been the central focus of career that spans over six-plus years.

Key Contributions in this Role include,

- Increased the overall contribution of App Desk in resolving tickets by 4 % (Avg. 150+ tickets a week) by bringing in 3 New tasks from L2 support teams.

- Set-up a quarterly ‘knowledge review’ process to check and improve existing knowledge articles and SOPs; Assigned senior team members ownership of KB articles (80 articles each on average) by dividing them into smaller numbers for easy management. In this process over 470 KB articles were reviewed and outdated information/links/screenshots were identified updated. Also new articles and SOPs (Standard Operating Procedure) were created wherever required as part of this quarterly knowledge review.

- Closely worked with KPMG IT Auditors in 2015, 2016 & 2017 Annual audits, helping streamline the support structure of L1-L2-L3 teams by identifying security gaps, segregating duties between them for most efficient and secured handling of the applications.

- Reduced the turn-around time of overall App Desk by identifying 61 applications without Knowledge articles and auto-routing them to the concerned L2 support teams, for faster resolution. This also involved regularly getting connected with the Application owners and L2/L3 support teams through weekly/fort-nightly Conference calls.

- Automated Reports to identify Ticket Resolution, daily/weekly Ticket Volumes, Individual Productivity, SLA achievement on hourly/daily/weekly basis through in-depth B.I. Reporting tool with custom report queries; End reports scheduled to be shared with all stakeholders to their e-mails at mentioned timings.

- Coordinated with Service Delivery Manager in identifying and analyzing any redundant manual task and propose automation of the process.

- Improved overall transparency and communication between support teams by initiating weekly/fort-nightly calls with Application owners and L1/L2/L3 teams to discuss on-going issues and finding ways to further streamline the existing process.

View More

Experience

From Jun 2018 To Present

(4 Months)

HCL Technologies Madurai, INDIA

Deputy Manager

Responsible for ensuring smooth execution of end-to-end delivery of application desk which supports 198+ business-critical applications; with hands-on experience right from hiring, trainings, handling daily operations, quality management, and reporting.

From Jul 2016 To May 2018

(1 Year 10 Months)

HCL Technologies Bangalore, INDIA

Project Lead

Ensuring high availability and continuous increase in productivity in daily operations, and meeting all contractual SLAs on daily/weekly/monthly basis. Also, responsible to present Operations Review and Reports on weekly basis to Clients and Stakeholders; to work with internal and external (KPMG, PwC) IT System Auditors to ensure security of all the banking applications.

From Nov 2014 To Jun 2016

(1 Year 7 Months)

HCL Technologies Bangalore, INDIA

Senior Analyst

The role involved Training, Mentoring and handling a team of 5-7 members within application service desk; which supported 372 business applications in a 24 x 7 environment for users from around the Globe, mainly UK, Germany and US. This also required to take note of Application downtimes and outages and engage the Incident Management teams, along with sending out mass Business communications to Senior management and all stakeholders. Also, acted as 1st level of escalation contact for Application Owners and End-users.

From Aug 2012 To Oct 2014

(2 Years 2 Months)

HCL Technologies Bangalore, INDIA

Analyst

The role involved a client-facing environment which required clear communication skills and attention to detail with good Knowledge and Scope of about 200+ Business-critical applications the App desk handles; interacting with application-users from around the Globe on a daily basis.

Education

Skills & Language

ITIL V3
Service Delivery
Application Operations
Project Management
Cloud (MS Azure)
MIS Reporting
Shell Scripting (UNIX/PowerShell)
Incident Management

Languages

  • EnglishEnglish: Advanced
  • GermanGerman: Basic
  • TamilTamil: Advanced

Recommendations

My Blog

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