Omjeet Narayan Kurup

Thrive Operations is a leading MSP (Managed Service Provider) catering customers Globally.

• Works closely and collaboratively with cross-functional teams to manage complex customer escalations.
• Prepare and deliver postmortem reviews of priority escalations.
• Act as a Tech Lead for financial service clients across APAC.
• Work closely with the service delivery team to find areas of improvements.
• Accomplished multiple tasks within established timeframes.
• Maximized performance by monitoring daily activities and mentoring team members.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

• Serving as a primary escalation point to clients across APAC for any issues and point of direction.
• In charge of delivering services to Edge clients and complete tasks such as improving service delivery processes.
• Escalate the incidents through proper channels and ensure regular updates are provided to the stakeholders during the weekly call.
• Preparing periodical reports, making recommendation for technological changes, collecting data about client response or complaints or satisfaction.
• Coordinate all activities on behalf of the client ensuring a seamless single point of contact for all services requiring immediate support were met Ensured all processes and procedures were kept up to date.
• Regular catchup with the Client Relationship Team for potential risk clients and investigate the loophole in the process and implement to retain the clients.
• Plan and schedule quarterly external penetration test, MS patch, disaster recovery test with the vendor and prepare action items for the upcoming test.
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Actively review changes with System and Network team to identify potential business impact.
• Ensure the SLA’s are met and support tickets are responded at the right time using Connect Wise ticketing tool.
• Track all the resolution and update the Knowledge base for known issues.
• Key achievements, projects and outcomes include:
• Full review conducted of support services and procedures, whereby areas of weakness were identified and resolved with the help of Security and Operation Teams
• Responsible for increased use of cybersecurity systems and user awareness by conducting quarterly trainings through Know-Before Tool.
• Managed successful and seamless migration of IT services to home working for all users.
• Promotion of engineering mindset for IT staff.
• Weekly review on the quality of the change submitted to the client.
• Office 365 and Office2016 migration spanning Hong Kong and US office.
• Currently working on building regional office in China with the help of local vendor and Project team.

• Provide white gloves support to CEO, CTO and Traders.
• Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service.
• Working alongside CTO and Head of Operations, advising on technology and infrastructure.
• Client: BFAM Partners

• Manage a team of 9 desktop support associate located in Offshore (India).
• Work as a sole point of contact between the Client in United States and the team.
• Provide day to day IT support for the Trading floor, distressed department, Legal and Compliance team.
• Provide training, support and feedback as an when require to the Offshore team.
• Currently working Windows 10 deployment, Citrix Secure hub/ Share files project.
• Managed XenServer, Xendesktop 6.5 via XenCenter and VMware VSphere ESXi 5.5 host and VM.
• Monitored and supported Infra, Application and Database servers in London, New York, Hong Kong, and the DR environment.
• Review and deploy windows updates on WSUS server, Plan and perform monthly patching on production servers.
• Coordinate with the vendors for break fix issues on physical servers (e:g physical disk replacement, power setup, network outages)
• Client: Davidson Kempner Asia Limited.
• Key achievements, projects and outcomes include:
• Office relocation project
• Office 365 deployment
• Review policy and procedure and update support document in Confluence.
• New Hire training and Mentoring.

• Provide day to day production support on traders’ floor and solve IT issues from pre to post-trade executions
• Handle IT Helpdesk calls and support users with their day to day requests.
• Building new machines, transitioning users from Windows 7 to Windows 10 OS, support users on day to day IT activity.
• Enable/ Disable users from Lync 2013 via power shell or Lync management server.
• Deployed application using Altiris or Dell Kace
• Participated in procurement activities for client and coordinated with different vendors for POC (Ex Bomgar, BIB VMware, Bit9, Carbon Black, and Dell Kace).
• Decommissioned and reallocated virtual servers based on resource needs assisting with capacity planning.
• Commissioned and decommissioned Dell PowerEdge and few HP ProLiant servers in data center.
• Configured monitoring and server managing tools such as Dell Open Manage, SCOM, Solar winds (Enabling Polling of network devices, and Plotting graphs).
• Onsite working exposure at London and Hongkong client location where I was responsible for day to day Infrastructure and System admin activity.
• Client: Davidson Kempner Capital Management LLC (Offshore support)

• Provide Level1 support for General Motors employees.
• Perform password reset on AD.
• Manage exchange server for mail storage.
• Sound knowledge on HP service center tools
• Refined through constant customer feedback, identifying opportunity gaps and technical analysis.
• Actively involved in the day-to-day administration of operations
• Maintaining and developing client/customer relation with through driving metric orientated service delivery parameters. Ensured Key Performance Indicator (KPI) targets are consistently surpassed. Helping in the improvement of the process.
• Providing technical support for the applications, working on loopbacks, non-conformance and handling the team in absence of Team Leader, monitor FCR for the team on a monthly basis.
• Project: General Motors