SUMMARY:

• End to End Project Management (multiple Applications, Data Center & Infra Projects)
• Data Centre Migration, Data Migration & Mapping, System Optimization and Consolidation.
• Service & Infrastructure Virtualization, Consolidation & Transformation.
• Service Design, Procurement, Provisioning & Transition (End 2 End)
• Application, Server and Solution - Designing & Architect.
• Infrastructure Assessment & Recommendations.
• Manage Multiple Vendors for Procure, Provision, build, Test, Design and Deployments
• Business and IT Transformation.
• Application Right Platform & Right-sizing.
• SRM, STM, Change Management, Service Design Management, Solution Architect.
• Application/Server Re-engineering, Re-Architect- Analysis, Design, Development, Testing, Implementation.
• Budgeting, cost control and Resource Allocation.
• Capacity, Storage Assessment and Requirement gathering for Forecasting.
• Manage individual Infrastructure/Application level Programs.
• Budget Control, Skill identification, Resourcing, Technology requirements.
• Work with design team to architect and implement ongoing multi data center availability solutions
• Build, Test, Deploy and handover Production, Dev, UAT and DR Environments
• Conduct reviews with Application Owners (AOs) with a view to Optimizing their physical/non- compliant/ inefficient/underutilized infrastructure environment.
• Use in-house tools to determine right sized virtual or new hardware environments.
• Take solution to application owners for validation and approval.
• Gather application requirements and translate into infrastructure environment design that caters to the application while deploying the most efficient infrastructure footprint possible.
• Gain acceptance for proposed design.
• Raise and track Request for Service' (RfS), SRM, & Change request packs against the desired end state.
• Conduct regular meetings with AOs, Technical staff and key stakeholders.
• Work with technical resources & AO's to understand application setup & device/plan migration strategies.
• Work closely with the Infrastructure Systems Assembly team to ensure accurate execution of RfS packs.
• Ensure application developers/owners are kept informed of the progress and that continued discussions are held to ensure that application technologies are factored in to proposed solution
• Schedule migration windows with app dev to ensure smooth cut over of applications to target platform
• Manage migration windows and ensure full support is obtained from all support areas including SA's, DBA's, Application, storage, Network and Firewall teams.
• Report on Project progress using the Optimization group's project tracker.
• Setting up executive committees involving business and infrastructure related stakeholders.
• Providing risk management services in conjunction with the enterprise services team and CIO community to ensure that all parties have transparency of potential risks and all mitigating activities are fulfilled.
• Standardize the Infrastructure in APJ to Global standards across the Bank.
• Work with multiple Global teams across multiple locations for Design, Architect, Develop, Test, Deploy, Monitoring, Migration and handover to BAU.
• Perform Budgeting, Cost-control and allocate Resources for the Projects.
• Understanding and Familiarity of Infrastructure Technologies like: Windows, Unix, NW, DB, Storage, etc.
• Responsible for DEV & Test environment Build for Testing purpose for each Application in the Virtual Platform.
• Right Sizing & Right-Platform migration of Servers/databases & Applications, to ensure the infrastructure runs at optimum levels and is utilized with more efficiency and low cost.
• Ensure the projects are delivered on time and communicated to the stakeholders.

TECHNICAL SKILLS:

Languages known: C, C++, VHDL, p-8086 & c-8051.

Other: Wintel, Unix, DB, Novell, Storage, VMware, Networking, Exchange, Servers, Analog Communication, Computer Networks.MS Word, Outlook, Power point, Excel, Visio

PROFESSIONAL EXPERIENCE:

Confidential

IT Operations - Service Delivery Manager

Responsibilities:

• Drive and Manage the Service Management process.
• Drive/Manage Service Quality, Performance, and Improvement of Service Delivery processes.
• Lead the ITSM capabilities (Incident, Problem, Change, Asset, Configuration, Release, Capacity & Availability)
• Accountable for Delivery of all IT Services within the service line to meet the agreed Service Level Agreements
• Set up and Manage the Operations Best Practice for APAC region.
• SPOC for Operational Escalations, regarding the day-2-day operation of supported applications.
• Delegate Work/Tasks to respective resources or Capabilities.
• Developing Knowledge Centre for APAC.
• Offshoring the Support and projects for Cost effectiveness and continuous support.
• Involve in App Development/Enhancement activities (Develop, Test, Deploy, Monitoring & Manage in Production)
• The Development, Implementation, Communication and Reporting of agreed Service Level Agreements, Performance Metrics and Service Monitoring Resources - Performance of the service is demonstrated against the metrics.
• Strategizing the Operations support model for the new business.
• Creating Project plans, Project Dashboards and Status reports
• Experienced in Project management, includingmanaging teams across infrastructure & applications.
• Working closely with both the APAC business stakeholders, product owners and cross-functional IT teams.
• Keep the Business and various stake holders informed of the major Releases in Production.
• Present the Monthly IT Operations Dashboard- APJ report to Business, Regional Head’s, & various stakeholders, and highlight the analysis of Ticket Trends, SLA, Major Releases, Major Issues, Technical Challenges, Enhancements, Developments/Deployments, and Utilization & Performance of Operations.
• Prepare and present the Monthly Performance Management Report (PMR), which contains:
• Present the Daily and Weekly Service Review to the Management
• Conduct and chair the Bi-Weekly IT Operations review meetings with Management and Capabilities.
• Highlight Risks, Performance issues (infrastructure & Applications), and propose solutions for Production Improvement and for enhanced Operational support.
• Strategies, Manage and support the Operations for Disaster Recovery and BCP.
• To plan the offshore vacations and holiday in advance in order to avoid any impact on the daily operations.
• Participate in the regular Application Specific Business/Operations Calls with the clients & Users.
• Implement performance standards and measurements established by Operations Maturity teams to manage ongoing service delivery and attain delivery efficiency
• Proactively identify, scope, lead and deliver Service Improvement plans to completion & deliver sustained results, and avoid disruptive service issues, based on lower priority incident trends and alerts or known & anticipated service issues.
• Proactively work with engineering team to prepare the impact analysis of major releases to identify and manage the risk to avoid any escalation and penalty from Client on breaching of any SLA’s
• Participate in the weekly and monthly transformation review meetings with customer to provide updates on the progress of several simultaneous transactions being progressed to substantiate the business enhancement’s requests
• Ensure all necessary documentations like Process & Procedure, Work Instructions, Task Matrix, Accountability Model as per agreement with Client and ensure its available and updated in the share point before GO-LIVE
• Join and chair the “Regional/Global Outage” SERT calls, (Service Emergency Response Team), and update the Business & stake holders with regular update of the outage and its resolution.
• Propose solutions for the Operations Performance improvements wrt Tools, Support activities, Process.
• Participate in E-CAB’s as needed.
• Follow up on the offshore monitoring activities and ensure the checklist is completed.
• Ensure that the timesheets are filled on time by the Operation teams.
• Perform daily workload management for Level 2 & L3 support resources.
• Facilitate triage sessions for Level 2 Triage resolver groups during service outages,high severity incidents,and events, and escalate to Level 3 wherever necessary.

Confidential

Deputed to HP as IT Service Manager-Ops

Responsibilities:

• Implement, Drive & Manage the Service Management Processes.
• Ensuring successful End-to-End service delivery for the client, and ensure SLA’s are adhered.
• Collecting feedbacks from customers about the offered service timely.
• Participate in the weekly review and monthly Service Level Review meetings with customer to provide updates on the progress of several simultaneous transactions being progressed to substantiate the business enhancement’s requests.
• Maintain operational proficiencies of a department by managing the delivery of support services and operational requirements of the customer as outlined in assigned contract.
• Presenting ITSM to new business lines, in the sales bid Program.
• Responsible for HW & SW deployment for End users assets and Infrastructure devices (datacenter).
• Build and Manage the Software Library (DSL) and responsible for the life cycle of software’s.
• Responsible for conducting Audits- Data Center Audit, End user devices logical audit, DR sites audit.
• Work with engineering team for Build/design enhancement of various ITSM modules integration with CMDB, Remedy, SCCM & Topology discovery, for e.g.: CMDB data flow, Service Impact model, Business Event Monitoring, SRM, Billing, Procurement, etc.
• System Vulnerabilities assessment, critical assets and finding solutions for upgrades or any workflow changes and providing recommendations for system improvement, Application Permission Architecture and resolution of existing organizational deficiencies.
• Transitioning Business Lines to TMO & FMO; plan & implement respective Service Management modules.
• Work with ABM’s on billing of End user devices/services and resolve billing disputes.
• Jointly lead Billing correction and recovery project for entire project and improved billing efficiency and achieved a profit of 66million in 1 quarter.
• Model the ITSM processes to HP APAC standards.
• Increased Overall ITSM Team’s ITIL & ISO audit score from 45% to 72% in 6 months and continue to improve the process by continuous service improvement Plans.
• Performed end to end process Gap analysis and project manage the service improvement plan.
• Conduct Business/Component/Performance Capacity & Availability Timely Testing & Forecasting needs.
• Manage Resource planning, recruiting, performance evaluation and appraisals of the team.
• Maintaining Client relationships via daily/weekly/monthly service review calls, various presentation, service improvement calls & other analytical calls regularly.
• Accountable for ensuring SLA compliance through continuous monitoring of service levels and proactive correction of processes in case of non-compliance.
• Interact between the technical support teams, team managements and lines of business to get the issues
• Join Con-Call for High Severity/critical issues and get all the relevant teams/Technologies (globally) supporting the client into the call, and try to get the issue/Service resolved/restored ASAP. subordinate executives for new processes and guiding them in accomplishing the deliverables.
• Update & Review the customer database, operational, process & best practices documents on timely basis for various purposes (, support, BCP, plan documents, etc.).
• Provide pro-active problem management by analyzing problem trends and formulate Corrective and Preventive Action Plans with respective technology support teams.
• Conduct Trend analysis of the incidents/issues for service improvement measures and present to business.
• Responsible for Change & Release Management activities.
• Accountable for adhering & enforcing Change Management process with global processes to meet service expectations.
• Managing a team of 43 ( 5 Team Leaders)
• Own and drive people management processes including career planning, and, rewards and recognition and employee engagement.

Confidential

Senior Specialist

Responsibilities:

• Managing Client services/service delivery, Incident, change, Problem, Knowledge management for applications like: PnL, Derivatives, Collateral, Smart Stream Reconciliation, TLM & other Trading applications for the Bank.
• Driving the Service Management Process.
• Single Point of Contact (SPOC) for service delivery during Business As Usual for specific Business Lines.
• Drive Global Incident Management and ensure quick resolution with relevant support teams.
• Ensuring successful End-to-End service delivery for the client.
• Ensure Service Deliverables are met and SLA’s are adhered.
• Managing 4 incident managers, 2 problem management analysts, 12 service desk for assigned business lines.
• Transitioning Applications/Business Lines, plan and implement respective ITIL Service Management modules.
• Discuss and define SLA with the client. Accordingly plan and implement SLA & OLA for the support teams to ensure the deliverables are adhered.
• Maintaining Client relationships via daily/weekly/monthly service review calls, various presentation, service improvement calls & other analytical calls regularly.
• Identify performance issues and take ownership of the development, implementation and communication of service improvement plans to the clients and internal management.
• Accountable for ensuring SLA compliance through continuous monitoring of service levels and proactive correction of processes in case of non-compliance.
• Interact between the technical support teams, team managements and lines of business to get the issues resolved. Present operational issues/activity, customer satisfaction and gap analysis to customer & internal management, and project manage the service improvement plan.
• Produce metrics for service performance and customer satisfaction both on a regular and an ad-hoc basis
• Opening Bridge/Con-Call for High Severity/critical issues and get all the relevant teams/Technologies (globally) supporting the client into the call, and try to get the issue/Service resolved/restored ASAP.
• Participating in the CAB meetings. Review and recommend appropriate changes to support processes to ensure continuous improvement of the incident/Problem management process subordinate executives for new processes and guiding them in accomplishing the deliverables.
• Updating & reviewing the customer database, operational, process & best practices documents on timely basis for various purposes (, support, BCP, etc.).
• Maintaining detailed status records of various service delivery calls and reporting it to the higher officials
• Collecting feedbacks from customers about the offered service
• Maintain operational proficiencies of a department by managing the delivery of support services and operational requirements of the customer as outlined in assigned contract.
• RCA capture & Analysis with the help of engineers, support teams & third party vendors supporting the infrastructure. Update the KCS (knowledge Central Support) documents.
• Provide pro-active problem management by analyzing problem trends and formulate Corrective and Preventive Action Plans with respective technology support teams.
• Conduct Trend analysis of the incidents/issues for service improvement measures and present to business.
• To develop and deploy innovative solutions to address individual and unique business needs. This can take the form of utilizing technology based tools such as Alerting and Alarm Point.
• Actively contribute to the ongoing development by supporting the evolution of the ITIL processes.
• Utilized personal opinion and efforts to provide valuable and beneficial solutions to issues and problems

Confidential

PROGRAM LEADER

Responsibilities:

• Driving the Core Incident Management Process as per ITIL guidelines.
• Responsible as Manager on Duty for the entire IMS operation
• Develop, co-ordinate and promote incident management activities across the whole of Program and take responsibility for the effective functioning of the Incident Management processes across all support areas.
• Active participation in driving Change Management & Problem Management as per ITIL guidelines.
• Notifying Problem Manager of major incidents that need to be handled or existing problems that have been identified.
• Opening Bridge/Con-Call for High Severity issues and get all the relevant teams/Technologies supporting the client into the call, and try to get the issue/Service resolved/restored ASAP.
• Chair DSR (Daily Service Review) calls with Clients to discuss SLA Breaches, service review & service improvement plans.
• Participating in the SLR calls (internal) for service improvement.
• RCA capture & Analysis with the help of engineers.
• Participating in the CAB meetings.
• Ensure that any service breach is suitably recorded and described before it is closed.
• Review and improve the accuracy and content of the Service Management System knowledge base
• Produce metrics for service performance and customer satisfaction both on a regular and an ad-hoc basis
• Ensure regular reporting on key service performance and quality metrics (in relation to incident management)
• Working with Program & Project Managers to assess the operations, support and service requirements and implications of new projects and their on-going needs
• Conduct initial analysis; produce detailed requirements and operational process specifications. Use appropriate analytical frameworks to illustrate and explain the problem and solution clearly too all levels of users
• Conduct regular Performance, Availability & Capacity planning on all aspects of the infrastructure and business systems
• Reviewing system / service performance and estimating requirements over time.
• Conduct regular Capacity planning to ensure service levels are maintained through predicted increase in demand
• Responsible for Managing 50,000 nodes comprising of desktops/Laptops/Handheld Devices/Servers via LANDesk
• Performing regular housing keeping activities including daily checks and reports.
• Creation of Groups, Scheduled Requests, Users Creations and deletions.
• Setting up & decommissioning of clients in BMC Remedy V7,
• Creation of CIs and updating CMDB using the BMC AR Import tool.
• Weekly reporting: Vendor Billable hours, VP Analysis Report, Employee Roster, Fraud Management, Weekly Conference Calls, Plan and Schedule, Weekly Trend Analysis and action plan for Sr. Management Review.

  Contingency Planning, Bridge Handling, Floor Management, and Real Time Monitoring

• Daily Reporting: Shift attendance validation, Floor Trend Report, TL wise AHT report, FTP file downloads and updating to spade, "Correspondence Management" daily report, Flash updates, daily headcount reconciliation, daily roll off report.
• Monthly reporting: Headcount database maintenance, Operations Payroll, Floor Management, Real Time monitoring.
• Analysis & Control
• Daily reporting: Variation & Trend Analysis Report on Time Oriented Metrics, Process deviation report.
• Weekly Reporting: Weekly Team wise report on Value Oriented Metrics, Process deviation through recognizing outliers.
• Development of Models, Process documentation, facilitating cross-functional teams in special projects.
• Timely Reporting: To ensure on time Service delivery of the key deliverables within the permissible time limit.
• Quality Control.
• Relationship Management
• Process Improvement Initiatives.

Confidential

TEAM LEAD & ASSISTANT MANAGER

Responsibilities:

• Maintaining Department’s confidential Documents.
• Managing various operations (outbound).
• Checking the reports sent by respective team leaders and mailing the reports to the respective managers.
• Setting up the targets in such a way that we exceed the client’s expectation by at least 15% or more.
• Setting up the operations vision.
• Maintain Transport roster, attendance report, payout report.
• Daily reporting: Billing, shift attendance validation, Sales report, updating sales on the client server, Cost per Call report