Ujjwal Kar

About Ujjwal Kar

Over 12 years’ extensive experience in the areas of VMware, Virtulization, Servers…

Experience

1. Senior Engineer

   Wipro

   Apr 2023 — Present

   Handing team of 5 member and Ensure that all direct reports adhere to operating procedures and standards in delivery of outsourced engineering services to clients to meet and exceed service level agreements Taking Daily status call with internal team, Ensure all incoming tickets are appropriately assigned to the engineers and follow-ups are performed to close the tickets within the agreed SLAs Organize weekly status call with Client, Maintain a comprehensive list of client requirements, scope of deliverables, technology and the delivery model Maintaining ticket information and details on daily basic Handling Unify Product & Cisco cucm Responsible for Support, configuration and fault management process implementation Assist with the development of a managed services engineering strategy, operational processes, standards and policies Initiate and implement engineering framework based around ITIL including SLAs and KPIs Develop and ensure the Support of procedures in terms of incidents, root cause analysis, problem management, communication and incident management Work or follow-up with the Engineering teams on critical issues and be a point of contact to clarify if any process, procedural, accountability issue arises Establish and generate operational and business reports with keen focus on analytics that help meet or improve client service levels Produce breach and other reports that are necessary for the correct operation of processes, identifying failures and short-comings in the current processes and make and ensure the implementation of improvement initiatives Liaise with relevant stakeholders including client IT environments, vendors, carriers and Wipro colleagues to expedite diagnosis of errors and problems and to identify a resolution Engage internal teams, Wipro And Borealis stakeholders, regions, countries and clients to capture client feedback and/or to discuss possible improvements to services provided

Education

• West Bengal University of Technology, Kolkata

  Bachelor's degree

  2009 — 2013