SUMMARY:

• Solution oriented IT Operations/Delivery Project Manager with 13+ years of experience in application/infrastructure management support and production support in a 24X7 environment. Strong exposure in Onsite/Offshore global delivery model of top - tier IT firms and management of large to medium sized technical teams in a SLA driven environment.
• At Bridgewater Associates, WestPort, CT Sandip has been involved in transitioning the Application Support service from customer s own service desk. Sandip has been instrumental in shaping the transition framework to the outsource-firsttimer customer. He acted as a Transition Manager during the transition phase and took the support service to steady state. During the steady state of the support service, as a Delivery Manager, Sandip had taken multiple service improvement plans. Created a metrics driven support culture.
• At Confidential, Phoenix, AZ Sandip has delivered a new service offering to its Centralized Dev/Test customers based on the Problem Management process. Sandip has created a capability to find root cause of an issue, a system of record, a trending capability of incidents, and a right support team a new service offering packaged with process-tool- support team. Sandip has also created a business case and project plan for Tiered Support (a superior support offering than normal support ).
• At offshore, Sandip worked as an Operations/Delivery and Service Manager within ITIL framework.
• He was responsible for offshore delivery and service and liaising with Client and Internal stakeholders and Cognizant Operations Maturity team. He streamlined the delivery and operation process and taken substantial number of Continual Service Improvement Projects. He was responsible for making blueprint for Service Transformation Project and took initiative for excellence driven through value addition. He led a team of 30+ associates.
• Sandip has participated in various RFP processes in complex delivery environments consists of various technologies and domains. He has also architected different solutions offering aiming at effortless, low TCO and unified delivery model.
• He had streamlined the Incident Management, Problem Management and Change Management process for his client Confidential s Enterprise Application Services Support group (flagship effort; now adopted throughout Bank s IT support teams), thus maintaining a steady ( almost Zero Sev1 Incidents ) Incident trends and suggesting to Problem Management initiatives.
• As always worked in metrics driven Delivery and Operations Environments, Sandip has been participating and leading the team in analyzing the data and reporting to the stakeholders both internally and client.
• Worked with business to align IT Services for better service delivery- so that cost, quality, time and scope are well controlled as per defined SLAs.
• He has specialized supporting Banking and Financial Services domain for last 6 years, prior to that, he had worked for other domain clients such as Retail, Telecommunication etc. He is a Banking and
• Financial services-L0 certified professional.
• While at Confidential, Sandip worked for the North American Enterprise Clients for HP to support them on HP-UX related issues and update clients about technical know-how.
• At IBM, he worked for EMEA clients for IBM and supported OS related issues helping them to achieve their business goals.
• He has taken part in building knowledge repository (knowledge Management) at Confidential thus building a strong knowledge base which is accessed through out the globe by HP engineers.
• He is a seasoned IT Professional with proficiency in Unix Operating System, mainly on HP-UX for ver 6 yrs. He has been leading Production support team as well, with Autosys as a Batch
• Scheduler.

TECHNICAL SKILLS:

Domains: Banking and Financial Services - Retail Banking, Investment Banking and AssetManagement

Project Management: Clarity, Microsoft Project 2003/2007, Sharepoint,MS Visio, Google Analytics

Process Framework: ITIL V3, Six Sigma, PMP ( waterfall )

Infrastructure: UNIX - HP-UX, AIX, LINUX, HP PA-RISC and IA Servers

Middleware platfrom: Apache, Tomcat, Weblogic

Database: Oracle

ITSM Tool: Remedy, Service Now, Request Tracker, OnTime, Clarify

Knowledge Management: Service Access Workbench, Twiki, Wisdom Tree, Wiki

PROFESSIONAL EXPERIENCE:

Confidential

Environment: .net Platform, Active Batch, MS SQL, SSRS, Share Point

ITIL Process Manager/Delivery Manager

Responsibilities:

• Transition Management. Transition the entire service portfilo from the customer’s own support team.
• Incident Management and Request Fulfillment. Run a steady state of Incident Management and
• Request fulfillment for the ac
• Configuration and Release Management.Patch and license Management. Smoke testing after regular patching and releases. Software Version control.
• IT Service Continuity Management. Able to support customer’s department specific DR program ( data centre outage ) with existing team.
• Continual Service Improvement Plan. Delivered automation as a mean of enabling customer for a self- service. Improving customer satisfaction. Taken up plans for reducing TCO.
• Program manage the entire customer account from Cognizant Perspective. Responsible for IT IS revenue, PnL growth within the account. Have demonstrated above industry growth within a year.

Confidential

Environment: Service Now

ITIL/Project Manager

Responsibilities:

• Adopting Confidential project management process of SDLC 2.0 ( waterfall ) and executing project lifecycle through its define stage till warranty support.
• End-to-end Project Management partnering with other teams and their project managers to deliver high class service offering to CDT ( Centralized Dev/Test ) customers.
• Manage project financials, changes and risks through clarity ( Amex’s tool for Project management ) and reporting monthly to Program office.
• Accountable for all documentations including Operational Runbook and .
• Created WBS with Microsoft Project Plan for execution of the project.
• Periodcially reporting (weekly and monthly) to all stakeholders and senior managements on the progress of the project.
• Creating IDP request for future project endevours as a strategy of continuous service improvement plan.
• After implementation of project, reporting back to the stakeholders on projected CBA.

Confidential

Environment: IBM Hardware, Nice Call recorder R3.X

Project Manager/ITIL Process Manager

Responsibilities:

• Working on Clarity and closely with PMO. Working on cost plan.
• Creating WBS in Microsoft project plan and track its progress.
• Used Microsoft sharepoint as a tool for document management - communication, approval from stakeholders.
• Reports to PMO on a weekly basis on cost, scope and schedule.
• Project: AMG Batch ETL and DBA Support ( ) Client: AIG Investments
• Description: Application Production Support Environment: Autosys, ETL ( Datastage ), Oracle, MS SQL. Role & Responsibilities: ITIL Process Manager
• Solutions offering, Creating Statement of Work ( SOW ) for the engagement.
• Defined requirements as in scope vs. out of scope in agreement with client. Out of scope ‘must have’ requirements were worked upon to know exact details of requirement, & its cost vs. impact.
• Defined various SLO ( service level objects ) to benchmark and evaluate the support performance .
• Designed blueprint for Knowledgement Management integration along with the day -to-day support.
• Worked with resourcing team to hire resource for the engagement. Created year long traning program plans for all the resources working in the project.
• Made various levels of reporting templates (daily, weekly, Program management and Steering committee), project Plan for transition of the support from existing vendor.
• Used MS Sharepoint for document management & communication.
• Used diagrams & Excel spreadsheets with real time data to dynamically prepare PowerPoint presentations for meetings with senior management.

Confidential

Environment: Sun One web server, Sun application Server, Sun LDAP server, Tomcat,Oracle

Transition Manager

Responsibilities:

• Be the single point of contact for the existing vendor and client.
• Taking ownership for various transition phases and rollover from Kick Off - Knowledge Transition -
• Pilot and Guided support - Steady state support.
• Responsible to create Technical Understanding Documents and Operations Procedure Handbooks.
• Prepare client status reports and participate in all transition meetings (weekly and monthly) and reviews.
• Participate in Review meeting, identify Risks and showstoppers, mitigation plan for the same and track it till closure.

Confidential

Environment: Weblogic, TIBCO, Apache Tomat, IBM MQDescription: EAS consists of 3 internal product of Confidential viz. DAP, dWeb

ITIL Process Manager/Operations and Delivery Lead

Responsibilities:

• First point of contact for customer escalation of any Service related issues.
• Prepare client status reports and participate in all meetings and reviews, identify improvement Plans, Risks and track it till closure.
• Organize team huddles and work towards keeping the team motivation at a higher level
• Auditing offshore activity and Liaison with Cognizant Quality team and faced ISO 20000 audit
• Availability Management - Improved availability by incorporating redundancy mechanism in infrastructure architecture, got reports automated to have available to customer and senior management with daily reporting and monthly steering committee meeting.
• Service Level Management - Created and Maintained a catalogue of existing Services delivery; maintained an appropriate SLM structure including various SLOs
• Incident Management - Driven the efficiency and effectiveness of Incident Management process and brought incidents as low as zero for severity 1 tickets. Managed and delivered timely solution for any incident on agreed time without any penalties.
• Vendor Management - Cognizant was involved as system integrator. As part of this, I worked with different vendors /service providers like HP, IBM, SUN, BEA, Tibco, and Content Provides to meet service availability.
• Facilitate Root Cause Analysis sessions and provide Root Cause Analysis Report for each service outage, and high severity incident with all possible corrective actions.
• Communication Management: Effective and timely communication has helped regain the end user and customer and senior management confidence thus getting CSAT rating 5 out of 5 for consecutively

Confidential

Environment: HP-UX, HP PA-RISC and IA based servers.

Team Lead/Team Coach/Mentor

Responsibilities:

• Working remotely to diagnose/solve customer issues, via web collaboration, mail.
• Mentoring team on technical issues, finding learning and need for the team and arranging them.
• Provide immediate technical support and expertise in restoration of customer High availability environments by applying systematic problem solving techniques, high quality case documentation
• Knowledge generation and support of customers to use existing knowledge repositories.
• Regular contribution to HP’s knowledge management system by creating new knowledge articles and approving other technical articles created by other team members.

Confidential

Environment: Open VMS, AIX

Team member

Responsibilities:

• Queue Management: New Printer queue initialization, Changing of Printer Queue IP addresses, Maintaining and monitoring different batch queues.2.Backup Management: Taking system disk image backup and various different application disk image backup, data backups, restoring data from tape to disk on demand.
• Incident, Problem and Change Management.Configuration Management.
• Patch and License Management: Addition of new patches and licenses in the system.
• Vendor Management: Coordinating with different Vendor for Hardware and Application Problems.

Confidential

Environment: HP-UX, Linux, Windows, Hardware

Customer Engineer

Responsibilities:

• Leading a technical support team of 7 Engineers, giving the best and coordinating with the other team players to make our continuous support to the client.
• Study existing client infrastructure setup and consulting on client infrastructure need.
• Troubleshooting and installation of Hardware and System Software, Configuring and maintaining the site.