IT Project Manager - Service Delivery
VASCO WorldWide
Total years of experience :12 years, 4 Months
- Hired as consultant in Oct 2013 to rollout VISA centers for Saudi Mission,
- Insourced by VFS Tasheel in Oct 2014,
- Rolled out more than 70 centers across 33 countries,
- Rolled out Point of Sale (POS) across Value Added Services (VASCO),
- Rolled out IT Service Management tool for enabling IT automation,
- Involved in multiple projects from inception till closure & handover to operation,
- Involved in datacenter hosting project to host company infrastructure,
- Travelled to Russia to integrate partner IT organization with native IT organization.
- Service Manager for Europe & Russia region,
- Handling team size of 15 technical teams members,
Consulting on ITSM for company's 2 major customers in Banking & Military domain respectively.
--> Consulting & Developing framework for IT Service Asset & Configuration Management
--> Consulting for IT Service Continuity Management by doing Business Impact Analysis, Gap Assessment, Continuity Strategy.
Deputy for Nordic Operations Manager for IT Support and Operations Management responsibilities/activities
Infrastructure management for 16 offices, including datacenters spread across 4 Nordic regions (Denmark, Finland, Norway and
Sweden)
Bi-weekly and Monthly service performance metrics for all supported services
Working closely with IT Operations Director for defining Operational budget and forecast. Validate current costs on account of
available budget and handle OPEX procurement
Key responsible and first point of contact to business for IT performance and service delivery
Escalation level for services that are in production
Incident and Problem Management for major incidents and business critical situations and responsible for continuous
improvement in current processes
Project Management for new introduction of services or major changes in existing services
Vendor Management, negotiating with vendors for new services and/or improvements in existing service levels
People management, handling team size of 20+ technical and process resources working from multiple locations in India and
Sweden
Transition of Change management process from former vendor to IBM standard, Know-how of the current Change process &
enhancing the same
Rolling off change management process across all Vodafone circles in India
Visit all circles for training the technical staff on Incident, Problem and Change management, coordinating change management
process through Change Review Board meetings
Ensuring integrity of Change requests in form of approvals, rejections and coordination’s
Weekly and monthly change management KPI reporting to Vodafone Management
Closely working with the MAXIMO tool design team for change management module implementation
Creating & managing a temporary Warroom (helpdesk) for central incident logging at the initial phase of project transition.
Lead and manage a support team to provide Computing and Desktop support services to customers in the areas of phone
system, desktops, networking, Printers, Servers, LAN & WAN networking link
Overseeing daily operations to manage the overall delivery of IT services to customers as per defined process & SLAs.
Supporting the facility IT Lead in all aspects of IT service delivery to all technology and BPO accounts.
Providing a single entry point for Business/Customer & the internal Delivery Organization.
Project Management - Manage and provide guidance to BAU and transition/migration of projects from facilities/to new facility.
To coordinate detection and resolution of issues known to Technology Operations, managing speedy and effective resolution
and ensure that a service orientated focus is maintained by all support chain participants through normal day to day operations.
Administering Status of servers through utilities like what’s UP Gold; Installation and Configuration of Active Directory-Directory
Services on Win 2k and 2K3 Platform.
Securing Desktops & Servers by implementing group policies on Domain and OU Level. Part of BS7799 activities and awareness
of BS7799 policies, ensuring Procedures followed by Team Members as per BS7799 Policies.
Escalation and Coordination with Internal and External clients for Approvals and requests.
Conduct Weekly team meetings for new projects to be rolled and providing them technical knowledge.
Creating Users and Groups as per requirement and giving appropriate rights and even troubleshooting user management.
Worked as Resident Engineer at Wipro Spectramind call center in Powai; handling mass calls for system updating, applying OS
patches, virus scan patches.
Resolving desktop issues - Windows 2000 Professional OS, Microsoft, Outlook, and Lotus Notes, Network connectivity, Vlan,
Domain connectivity and Security issues.
Techno Management profile
Server side administration, Lotus notes (Client Side) Administration and troubleshooting, Network
Administration/Configuration, Desktop Administration/Configuration, Printer Installation and maintenance.
Providing Desktop support for users of the clients. Solving mailing related problems of Lotus notes and Microsoft Outlook as
well.
Sites of Wipro under Responsibilities: - Haldia Petro Chemical, SRF, Ford India, Total Fina, Solutia and NALCO
2009 Bachelor of Science in Information Technology from Sikkim Manipal University
Diploma in Electronics and Video Engineering from Radio Electric Institute, affiliated to Maharashtra State Board