The project structure and its member’s roles and responsibilities has been meticulously crafted in

alignment with current business requirements and will remain in effect until further notice. During this

period, all associates are urged to diligently comply with the new reporting structure. Consequently, under

this updated structure, all aspects such as leave requests, movements, appraisals, and monthly floating

will be overseen by the new project team. A kickoff meeting will be scheduled shortly to provide a

comprehensive understanding of the roles and responsibilities within each vertical.

S.no Role Responsibilities

• Strategic Planning,
• Project Leadership,
• Stakeholder Management,
PD (Amit Kumar • Project Governance,
1
Chattaraj and Xiawei) • Risk Management,
• Budget Oversight,
• Quality Assurance & Communication,
• Team Development & Client Satisfaction

• Overseeing and tracking the progress, performance, and various

aspects of a project.
• Establishing Project Task and metrics to measure the project's
success and monitoring these metrics throughout the project's
lifecycle.
2 PMM (Ankit Srivastava)
• Continuously tracking the Operation progress meeting (i.e MOM)
• Ensuring that project resources, including personnel, equipment,
and materials, are allocated and utilized efficiently.
• Monitoring and ensuring the quality of project deliverables and
that they meet the predefined standards and requirements.

• Overseeing the identification, tracking, and resolution of

software bugs and defects, ensuring the quality and reliability of IT
products and services.
Defect Mgr. (DaiFengna • Monitoring & Tracking of Development SLA.
3
Rebecca) • Coordination with L2 & Development team.
• Arrange to review for major activity MOP.
• Assist R&D to Deployment activity.
• Monitoring and coordinating system based Alarm for resolution.

• Responsible for the efficient & secure operation of data centre

Hardware and Network Operation including NIB and ERP Nodes.
• Supervise the Monitoring team to ensuring a secure and resilient
network infrastructure & ensure network uptime >99.99%
Infrastructure PM
4 • Manage Level 2 support for incident and problem resolution.
(MIDHUN G PARACKAL)
• Enforce efficient incident and problem management processes
for timely resolution.
• Analyse metrics and initiate proactive measures for infrastructure
optimization.
 • Define and enforce quality standards for upgrades and
deployments.
• Responsible for Preventive maintenance execution and signoff
from customer
• Ensuring the health and performance of the Data Centre
Hardware and Network nodes.
• Ensure Network Uptime >99.99%
4.1 Infra Monitoring TL • Daily basis Network heath check-up and report sharing to
(Ritesh Kumar Srivastav) internal and external
• Supervision of Data Centre Hardware and Network Alarm
monitoring and resolution within SLA.
• Handling ZCM generated alarms/Notification within SLA.
• Leading an Indian L2 team focused on identifying and resolving
technical issues.
• Lead the Infrastructure Support team responsible for providing
day-to-day operational support.
4.2 Infra Support TL • Ensure timely incident resolution, system maintenance, and end-
(Dipti Ranjan Mohanty) user support within SLA.
• Implement and oversee effective problem management
processes to identify and address root causes of recurring issues.
• Collaborate with cross-functional teams to analyse complex
problems, implement solutions, and prevent future incidents.
• Overseeing a team dedicated to the upgrade, deployment, and
migration of IT systems, applications, and software within the
organization.
• Develop upgrade and deployment plans, including timelines,
resource allocations, and risk assessments.
4.3 Upgrade and • Coordinate with project managers and stakeholders to ensure
Deployment TL smooth project execution.
(Viswanathan.S) • Define and enforce quality standards for upgrades and
deployments
• Maintain comprehensive documentation of upgrade and
deployment plans, configurations, and procedures.
• Generate regular reports on deployment progress, issues, and
outcomes

• Responsible for the efficient and secure operation of the data

centre facilities, including Data Centre client management.
• Oversee the day-to-day operations of the data centre, ensuring
uninterrupted service availability.
Service Desk PM (Shoeb • Ensure client satisfaction and retention.
Laiq Inamdar) • Build and maintain strong client relationships by addressing their
operational needs and concerns.
5
• Achieve >98% TT closure of O&M TT for CDR3 & NIB Operation.
• Overall responsible for App alarm monitoring and resolution
within SLA.
• Overseeing the IT service desk and ensuring efficient incident and
5.1 App. Support TL request management.
(Indrajeet Kumar Singh) • Smax TT assignment and Monitoring resolution performance.
• Preparing overall Smax TT analysis on daily, weekly, monthly and
 Quarterly for Management review.
• Managing Service Desk Team and achieve >98% TT closure

• Ensuring the health and performance of the Data Centre Zsmart

application.
• Ensure application system Uptime >99.99%
• Daily basis system heath check-up and report sharing to internal
5.2 App. Monitoring TL and external.
(Indrajeet Kumar Singh) • Supervision of Data Center Application System Alarm/process
monitoring and resolution within SLA.
• Handling ZCM generated alarms/Notification within SLA.
• Responsible for Preventive maintenance execution and signoff
from customer

• Overseeing the day-to-day operations of the IT service, ensuring

efficiency and effectiveness in service delivery.
• Manage and optimize daily operations to meet service level
agreements (SLAs) and business goals.
• Identify and address operational bottlenecks and inefficiencies.
App. AMC PM (Aktar • Implement best practices to enhance operational efficiency.
Mallick) • Set performance objectives, conduct performance reviews, and
provide coaching and guidance to team leads.
• Build and maintain strong client relationships by addressing their
operational needs and concerns.
• Ensure client satisfaction and retention.
• Training Planning and Execution for team members
• In charge of processing and implementing change requests
efficiently.
• Reviewing change requests with Indian/Chinese SC/Customer for
feasibility and impact.
• Prioritizing & Monitoring of CR related eDo TT for execution.
• Tracking and Coordinating with India/Chinese SC/R&D teams for
6 change implementation.
• Ensuring CR SLA during changes.
6.1 Change Request
• Documenting and reporting on change outcomes.
Mgr. (Jovial.S Dolare
• Maintaining change request records.
and Li Rui)
• Preparing CR progress report (Weekly/monthly) for Higher
Management team.
• In charge of New requirements raised by customer by any
medium (Zonal issue Tracker, Mail, Whatsapp, verbal discussion,
meetings etc. )
• Responsible for fix the parallel solution issues, providing
documentation and KT related to parallel solution to Indian L2
Team.
• Responsible for managing and controlling configuration items
within the CPC Module.
• Maintaining a centralized configuration Documents.
6.2 Configuration TL
• Tracking and updating configuration changes (Circular/Plan
(Ankit Srivastava)
Tariff/Inventory).
• Ensuring adherence to configuration standards.
• Supporting troubleshooting efforts through accurate
 configuration data.
• End to End Tracking of eDo TT and Coordinating with team
members for execution within SLA
• Preparing CM progress report (Weekly/monthly) for Higher
Management.

• Leading an Indian L2 team focused on identifying and resolving

technical issues.
• Prioritizing and assigning troubleshooting tasks.
• Monitoring the resolution of eDo TT progress within SLA.
6.3 Incident Mgr. (Sahil
• Identifying recurring issues for long-term solutions.
Kamboj)
• Liaising with other teams to resolve complex problems.
• Preparing L2 team progress report (Weekly/monthly) for Higher
Management.
• Zonal Issue Tracker monitoring, Tracking & Update.
• In charge of Monitoring, generating and distributing reports
related to IT services and performance.
• Prioritizing reports generation based on requirements.
6.4 Report TL • Ensuring timely report distribution.
(Ramkrushna Mohanrao • Ensuring data availability of EDRS Portal.
Bolewar) • Identifying opportunities for service improvement through data
analysis.
• Responsible for providing different type of reports for Higher
Management

• Responsible for managing relationships with SI vendors providing

systems Monitoring Application Management & integration
services.
Ecology Management • Make sure 3rd party nodes network uptime >99.99%
7
(Vikram Shukla) • Vendor Coordination for handling Incident within SLA.
• Performance monitoring and compliance.
• Issue resolution and escalation management.
• Ensuring vendor deliverables meet quality standards.