Mukesh Kumar

Job Description (but, not limited to):

• Own, support and manage stack of bespoke legal core applications while being key point of contact for other technology teams
• Own responsibility and work through the application problem life cycle to resolve issues at product level.
• Collaborate with other technology teams, stake groups to develop both interim and long term plans to automate existing IT business processes and applications to match latest tech trends and agile frameworks
• Work & promote new application implementations and integration programs and liaise with vendors to work through transitions and migrations
• Managing clients, stakeholders to understand and document their requirements and liaise with vendors and tech teams to design and develop solutions
• Designed and prepared technical reports and docs for monthly management reporting and meetings and supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features to the business
• Collaborated with management to identify and prioritize new development concepts and recommended new products based on market research and in-house business analysis.

• Extensive business analysis experience with strong working knowledge of test strategy.
• In depth technical and working knowledge on MS Azure DevOps, MS Visio, Office 365 including Teams
• Responsible to derive and document acceptance criteria and user stories.
• Collaborate and communicate progress effectively to a variety of technical and non-technical audiences.
• Appreciation of requirements of multi device testing.
• Assess and drive out gap analysis through strong questioning skills.
• Utilize Gherkin Methodology and writing use cases while using BPMN
• Attention to detail and responsible to translate information in a clear and concise manner.
• Worked on several projects simultaneously and conducted interviews with key business users to collect information on business processes and user requirements.
• Improved business direction by prioritizing customers and implementing changes based on collected feedback.
• Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
• Analyzed open orders, backlog, and business data to provide BDM teams with insights.
• Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
• Assessed business requirements to forecast annual budgetary operational costs.
• Generated business intelligence reports to inform strategic decision-making.
• Executed analysis of risks and identified risk mitigation strategies.
• Surveyed clients to ascertain requirements and expectations for product.
• Performed gap analysis to identify areas of improvement.
• Collaborated with stakeholders to define project objectives and criteria.
• Drafted reports on company financial metrics to assess successes and account for deficiencies.

• Reporting to the Service Operation Manager and accountable to the IT Customer Service Head with key responsibilities to support around 1200+ user’s, based across the globe i.e. UK, Europe and Asia ( Hong Kong and Beijing).

• Answering phone calls, emails and troubleshooting large no. of critical legal tech applications both existing and new.

• Complete user administration and BAU support using Azure, SCCM, Microsoft Office 365 and other on cloud applications i.e. Citrix, VMWare etc.

• Troubleshoot customers IT and user admin issues over the phone, email and deskside and prioritize/manage open & problem records issues

• Retaining ownership of tickets throughout its lifecycle to ensure they are fully resolved within allotted times ensuring and applying first time fix’s as per predefined SLA’s.

• Fully utilizing ticket management system tool and escalating complex issues/tickets to relevant technology departments for further investigation and resolution.

• Diagnose and troubleshoot technical issues, including joiners & leavers account setup.

• Diagnose, troubleshoot and configure all network related issues and hardware connected wiz. desk phones, MFD printers and other accessories Liaise with other sets of tech teams and co-ordinate where necessary to provide and build accurate tech solutions

Generate First Time Fix reports and document technical knowledge

• Set-up and install new computers, networks and software

• Install updates and patches, to software applications

• install and configure operating systems, anti-virus software and other applications such as MS Office

• Support, update and troubleshoot the firm’s hardware i.e. Dell Desktops, laptops and HP elite books and Microsoft Surface Pro’s as and when required.

• Manage backups of Servers, in case of data loss

• Keep a record of issues and faults along with solutions, for future reference

• Research, diagnose, troubleshoot and identify solutions to resolve system issues

• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal team.

• Research and identify solutions to software and hardware issues

• Create product and service related technical documentation.

• Author text and build new tools to increase support flows.

• Occasionally perform software configuration on the firm’s systems

• Visiting users and clients to fix calls, providing on the spot training or floor walking where necessary

• Train new analysts on the department, ensuring complete knowledge transfer before they start to provide the support.

• Take ownership of the Major incidents occurring during the shift and provide full handover to the next shift.

• Provide a critical business communication interface across the broader Technology group

Project: Tikit TMS/ iManage 10 cloud implementation

• Played a key role in successfully testing and launching Tikit (Template mgmt. system) integrated with iManage 10, both in pilot phase and in post operations.

• Involved in carrying out TIP/UAT (Testing in Production/User Acceptance Testing) on Document Management System (DMS)/iManage10 and Template Management System (TMS) with frequent involvement with development, infra and testing team to discuss the application usability, pre/post production issues as part of customer feedback program.

• Supported in implementing restructured information barrier administration.

Decision Making

• Solve a range of difficult problems relating to issues which are expected to arise regularly within the Service Desk

• Follow detailed procedures and call logging requirements

• Make a number of judgements of some complexity in order to solve

problems relating to the immediate workload

• Keep solution focused approach to problems, adapt and be flexible when making decisions

• Prioritise and to organise resources and consumables

• Resolve some issues and problems which go beyond the governance framework

Plan-net is a Managed IT Service Provider working primarily with top 200 law firms clients within legal sectors, financial businesses and Insurance industries since last 25yrs providing managed IT Service desk Support, IT project support and IT consultancy and Outsourcing.

• Reporting to the Service Delivery Manager and accountable to the Director of Service Support for the quality of delivery and successful Transfer to Operations for new and changed services in line with Service implementation plan. Liaising between business owners, project managers, design teams, operations teams, and 3rd party partners / supplier while communicating between all key stakeholders to ensure the smooth and successful implementation of new services, executed to high quality standards

• Ensure new Services have a fully developed end to end support structure, including Processes, SLAs, KPIs, WLAs and BSS monitoring commensurate with business requirements and priorities.

• Act as a gate keeper function that ensures effective Transfer to Operations in compliance with the Service Readiness Process (SRP) for all new services introduced via the business project lifecycle.

• Provide fully documented services, which are updated and maintained throughout the life of the service and are aligned to ITILv3 best practice.

• Ensure & effectively decommissioning of services that are deemed “end of life” - to confirm the remove of all operational facilities, and redundant equipment, whilst ensuring any operational dependencies are effectively managed

• Ensure that appropriate lifecycle resourcing, training, tooling, support and documentation is delivered with a formal project sign-off from all key stakeholders.

• Represent the Operations team at all project meetings to define and implement service acceptance criteria for both new and changing services.

• Responsible to perform analysis, run various requirements on excel, JIRA to generate service highlight report as part of service audit & measurement and work with project managers, Business Owners, service owners, managed Service Partners, operations teams and 3rd parties to ensure that projects are delivered in compliance with the SRP.

• Ensure that any new 3rd party contracts contain an agreed support schedule which aligns with the proposed support model and is backed up with SLAs managed through regular service reviews.

• Define and deliver the end to end support model with all key stakeholders across multiple delivery organizations and create bi-monthly highlight report Ensure all operational support material is completed to a high standard by all relevant Design and Service Transition functions.

Ensure training requirements and any other non-functional requirements are defined and delivered against the agreed Service Acceptance Criteria.

• Ensure an effective set of performance metrics and service levels are delivered for new services.

• Participate in end to end stakeholder groups to improve the efficiency of future deliveries and processes.

• Identify and manage Operations risks to ensure a successful transition to service.

• Provide Governance of the SRP, and Sign Off for all key project stages and artifacts.

• Ensure effective resource planning, cost estimating, cost budgeting & controlling throughout the delivery and CSI adhering to service contractual agreement.

• Orchestrated integration and communication of software upgrades.
• Conducted routine and emergency maintenance of assigned data center equipment.
• Attended meetings to deliver status reports to key stakeholders.
• Integrated and updated software products to boost system compatibility.
• Recording and updating incidents on ticket logging system I.e. remedy
• User administration like accounts/mailbox creation, assigning permissions via security groups, manages group policies, using MS Exchange and AD.
• Supporting, troubleshooting, diagnosing and resolving application issues on range of bespoke finance, HR applications
• Troubles shoot Citrix connectivity issues for user’s working remotely.
• Configuring and Supporting Mobile Devices including Blackberry, Android & Windows devices.
• Build new PC's, printers and service standard desktop, peripheral equipment.
• To fix basic network and cable related issues.
• Identifying persistent problems and working with other IT teams to resolve root-causes
• Document and maintain Help Desk policies and procedures
• Track, monitor and report on all Help Desk incidents within defined customer service levels & tracking/resolving incidents with in SLA