- Infrastructure & Service Delivery
- Operations transformation
Best Shore Support and Operations Leadership
Led a 25-person support and operations team covering 2,000+ servers in the EDS Best Shore program, with daily collaboration across US and India teams.
- Company
- EDS Electronic Data Systems
- Period
- Sep 2005 – Mar 2008
- Role
- Shift Leader – Support and Operations
Context
- Client systems administration within the EDS Best Shore program.
- Environment required SLA and RFC compliance under ITIL practices.
- Daily contact with teams in the United States and India.
Challenge
- Maintain operational continuity across a large, heterogeneous production estate.
- Prioritize and resolve the most complex incidents within a shift-based model.
Key actions
- Led a team of 25 people, coordinating resolution of the most complex tickets and organizing shift schedules.
- Monitored and managed client production environments.
- Managed incident resolution and L1/L2 ticket handling.
- Participated in client conferences and verified SLA and RFC compliance under ITIL practices.
Outcome
- Support sustained for 2,000+ Windows, UNIX, and VAX servers, web servers, and messaging servers.
- Production continuity maintained with SLA and RFC compliance.