

BIAS Corporation Feb 2017 to Dec 2017
Technical Manager - Infrastructure
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Identified Opportunities for Improvement :
I took a proactive approach to identify areas for improvement within managed services operations. This involved analyzing ticket trends extracted from Jira and ServiceNow across all customers. The resulting insights were presented to management, leading to the creation of service improvement plans. Additionally, I identified skill gaps within the team and nominated members for relevant training, such as Linux, Veritas, and ITIL certifications. This focus on professional development enhanced staff capabilities and improved service delivery.
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Enhanced consistency and efficiency :
To ensure standard, reliable service execution, I prepared over 20 Standard Operating Procedures (SOPs) for frequently encountered tasks, including reboots, patching, part replacements, and filesystem additions. These SOPs fostered consistency regardless of the technician assigned to a specific change ticket. This not only minimized unscheduled outages but also improved overall system uptime.
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Streamlined Communication and Knowledge Sharing :
I implemented a simple yet effective color-coding system within handover emails for assigned tasks. This increased visibility and significantly improved the number of tickets closed per shift, ultimately leading to faster resolution times.
I encouraged a culture of knowledge sharing within the team. I motivated team members to create and present knowledge documents during our weekly calls. This fostered collaboration and ensured everyone benefited from collective learning experiences.
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Promoted Teamwork and Work-Life Balance :
I actively balanced workload distribution. By preparing the team shift roster, I ensured all team members received equal exposure to various tasks while maintaining a healthy work-life balance.
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Front-ended the communication :
I acted as the primary point of contact for customer communication during outages and major changes. This provided crucial support and reduced stress experienced by team members during critical periods.