PROFESSIONAL EXPERIENCE:

GLOBAL SERVICE DELIVERY MANAGER

Confidential, Charlotte, NC

Responsibilities:

• Setup 24x7x365 L1 NOC from ground up, for US - exclusive live TV streaming service customer at Bangalore, India with BCP at Austin, TX
• Seamlessly managed multiple transition programs with zero customer impact for Global Mainframe Support technology running from Global Locations (Onsite - US/ Near shore - Mexico and Offshore - India), in 24X7/365 environment.
• Designed exemplary end-to-end Global Operating Model and quality procedures to maximize the quality of the delivery while minimizing the overall cost and delivery time of IT services.
• Reduced Major Incidents and MTTR by 60% by building nimble, solution-driven teams, aligning key technology investments, and negotiating strategic client-vendor partnerships.
• Stashed $6M in savings while improving availability SLA from three (3) 9's to four (4) 9's by ensuring business reliability and continuity, with Tier 1 co-location vendor, featuring lights-out policies, procedures, software and systems for 650+ servers in fault-tolerant, 24/7 multi-vendor operation.
• Increased gross operating margin by 7% by automating manual processes — to reduce operational costs and minimize operating errors and developed metrics and reported KPI for clear and measurable impact for determining the true business automation value.
• Delivered On-time, within budget projects for end-to-end transformation of 290+ bespoke and legacy retail stores to High-response digital stores with secured upgraded network and VoIP to ensure timely compliance for PCI DSS.
• Rejuvenated a 2-year stalled project worth $18M in only 6 months by resolving key implementation challenges, documenting go-live requirements, and managing large-scale d Confidential conversions.
• Saved $366K annually and ensured business continuity, by transforming Computer Operations and Distributed Network Operations Centre into a Unified Enterprise Command Centre (UECC) team in 24x7x365 in three locations in India.
• Increased technical competency of the team multi-folds, by hiring top-notch IT Managers with collaborative style leadership proficient in ITIL, telecom, and enterprise architecture

TECHNICAL PROGRAM MANAGER

Confidential

Responsibilities:

• Executed timely setup of standby D Confidential centre (BCP), at Ashville, VA by diligently selecting the suitable vendor, using Gartner Vendor Selection Tool™, in consultation with the Chief Technology Officer (CTO) of the engagement.
• Conserved the cost of operation by 11% by building and leading a 4-person Applied Innovation team (operating model, steering committees, etc.) to setup the DevOps model in close co-ordination with the Sr. Director - Application Platform Services.
• Facilitated selection of high priority projects with a new governance standard/prioritization; developed SOP’s around project portfolio to manage request process.
• Ensured adherence to CMM level 5 standards by the creation of Project Initiation Forms for review by Enterprise Architecture board and Capacity Planning Committee.
• Recommended and evaluated the relocation of Production D Confidential Centre with heavy emphasis on virtualization, utilizing VMware ESX5™ running on Dell blade servers and storage on EMC Symmetrix VMAX™ and NetApp -- $500k were realised in savings on licensing (VMware and Microsoft) by replacing aged server hardware with the latest Dell server blades and over $200k was realised per month in cost avoidance on D Confidential Centre space by this relocation project
• Reduced average support time from 5 days to 16 hours by implementing telecom best practices, standardizing desktop images, publishing Forward Schedule of Changes centrally and, restricting Shadow IT.
• Continually cut IT spend, with $200K in annual saving from enterprise-level Microsoft agreement negotiations.
• Achieved $1.2M overall cost reduction by enterprise wide elimination of Cisco VOIP and using included Microsoft Office Communicator instead.

TECH. PROJECT MANAGER

Confidential

Responsibilities:

• Ensured strategic business growth despite a heterogeneous IT environment by assessing, planning, and architecting advanced technology solutions.
• Reduced complexity—through standardization and consolidation, thereby reducing operational costs, freeing IT budget dollars to be spent on new capabilities
• Promoted high-impact business initiatives by setting up Centre of Excellence for Enterprise Management System (HP, BMC &Tivoli Showcase).
• Architected and implemented Performance Management environments -- ITM6.2.1 and BMC
• Executed much crucial technical projects -- AIX to Red Hat Linux migration, designed and implemented several in depth application Monitoring packages including ITCAM for WebSphere and Web Servers, ITCAM for SOA, ITCAM for MQ and Message Broker, Confidential Tivoli Enterprise Console (TEC), BMC Patrol.
• Provided oversight for ground up implementation of TSRM (Maximo) Enterprise Manage and Tivoli Enterprise Distributed Monitoring (ITM).

Customer Escalations Manager

Confidential

Responsibilities:

• Led successful transition of Corporate Service Desk Unit ( Confidential .) Operations from an existing delivery methodology to Systems Engineering Life Cycle methodology (SELC). Ensured consistent compliance with the unit level best practices around system development.
• Successfully executed the detailed schedule for the Transition effort and managed the transition team to that schedule.
• Ensured timely escalation and resolution of key risks/ issues. Defined the team structure and tasks that was required for achieving successful delivery of the transition.
• Provided assistance for unit Systems Assurance in implementing changes to templates, plans, processes, and procedures based on the recommendations identified and approved by the client.