SUMMARY

• Results - oriented IT Management Professional with 14 years of relevant experience in leading large-scale accounts to develop and implement Infrastructure support, ITSM Service Management, Information Security, transition and transformation, client service account and delivery management and tools critical to meet organizational demands.
• Able to lead high performance and diversified global teams to align project strategies, work plans, and business systems to achieve project deliverables and client objectives.
• Outstanding communication skills interface effectively with senior management, staff, peers, and information users.

TECHNICAL SKILLS

• Progress RDBMS, SQL Server Enterprise, Oracle 11c, MS-Visio, ERwin, Informatica PowerCenter, Crystal Reports XIR2
• Data Federator by BO, MS Project, Cloud AWS and DevOps tools, ServiceNow, JIRA, Splunk, Confluence
• Remedy, ServiceNow, SharePoint, ITIL/ITSM Framework, CyberArk
• Unix-AIX, HP 9000, Linux. Sun-Solaris, Windows 10

PROFESSIONAL EXPERIENCE

Confidential

Service Delivery Manager

Responsibilities:

• Single point of contact for escalation of service issues and outages of any applications, BAU and infrastructure projects. Excellent communication, presentation, negotiation, people management & leadership skills as well as ability to manage teams through different geographies and proficient in Project management tools & processes including AWS Cloud and DevOps.
• Assess the appropriate priority for major incidents.
• Manage and lead NOC (Network Operations Center) and Security Operations Center (SOC).
• Assemble resolution teams to investigate, diagnose and resolve severity incidents.
• Proficient in with L1, L2, L3 and SME support for proper engagement in BAU/Project delivery
• Provide a single point of command and control to drive rapid service restoration.
• Deliver timely and clear status communications to customer and stakeholders.
• Responsible for periodical operational performance review. Facilitate and maintain reporting to products, e.g. monthly call status, KPI reports, SLA review and audits etc.
• Ability to deliver results under stressful environment.
• Ability to manage multiple complex business priorities. Drive any issues from the front until its graceful closure ensuring that client and stakeholders agrees to the resolution.
• Liaison with following IT Operations teams across the globe,
• Stands as an OnCall SDM as per Sun rotation and address outages during off business hours including weekends.
• Manage Business Continuity Process to ensure our preparedness in the event of critical events. Timely carry out Disaster and Recovery (DR) test with product groups.
• Proficient in ServiceNow and able to navigate through every delivery point with sound knowledge of CMDB.
• Review infrastructure demand with architectural team and raise Purchase Order through procurement process and coordinate with vendor to ensure timely delivery of assets.
• Manage reactive and proactive problem management. Create Service improvement plans from reactive problem management.
• Coordinate change management with products and infrastructure team through weekly CAB call.
• Review service outages and lead root cause analysis (RCA) through Problem Management actions to completion.

Confidential

Service Delivery Manager

Responsibilities:

• Independently managed second largest account of the Confidential which has TCV worth $500 Million which is spread across 1300 sites in 30+ countries in the Europe.
• Visit onsite (UK, France and Poland) and take corrective action to uplift the quality of delivery and eradicate any hindrance either in infrastructure upgrade projects or BAU services keeping client’s interest as front focus.
• Leading end-to-end platform delivery for Wintel, Storage, Backup, Database, Networks, service desk, desktop support, server and device patching across multiple regions, asset management, configuration management, leading problem and RCA, running incidents bridge and bringing technical team together, sending regular communication to client, executive management and internal stakeholders.
• Excellent communication, presentation, negotiation, people, process management & leadership skills as well as ability to manage teams through different geographies and proficient in Project management tools & processes.
• Manage team of 125+ platform resources across various locations in Europe and India.
• Ran 22 Service Improvement Plans and made a significant positive impact to business and customer’s satisfaction.
• Writing annual performance feedback of senior SMEs who are directly working for account.
• Leading account transformation initiatives from the front and aggressively addressing client issues at CTO, Vice President and Executive Directors levels.
• Thorough understanding to InfoSec Ops and hands-on expertise on ISO 27001:13 framework
• Closely worked with pre-sales team on RFP and RFI for big business deals.
• Incidents & Requests: Ticketing system owner for overall work queue for a set of customers. The focus is on completeness of ticket triage, ensuring timely updates to tickets, and proper prioritization and assignments. Also, determine what work items are active, what the customer expects (not the implementation details), communicates ETA and priorities. Routes task items to the leads for distribution among the team. Act as interface with customer or with regional team depending on the client, takes heat and manages expectations when things go wrong. Manages and mitigates crisis incidents through excellent coordination. Keeps all the necessary stake holders updated at all times.
• Review operational performance with client and tower leads every week and once every month to measure SLAs/KPIs and take corrective measures wherever deem necessary.
• Managing four delivery centers (POD from delivery perspective and ensuring services are delivered as expected.
• Leading technical and management call for major outages.
• Review and approve changes for major upgrades, break-fixes, major release etc.
• Responsible for service quality, delivery performance and drive service excellence
• Review and approve budget for maintenance of supported estate across the Europe.
• Manage Transition and Transformation activities and bring them to successful closure
• Received an award of excellence from the CEO for a UK based postal mail account for meeting all critical challenges and turning premium accounts into BLUE (exceeding expectations).