Technical Delivery Manager
BT Eserv India Pvt. Ltd
Total years of experience :22 years, 5 Months
Responsibilities:
Facet Multi Customer Engagement of Security Delivery Management for APAC Region
Responsible for creating, improving and developing of customer security project strategies - ISP (Information Security Program), ISSP (Information Security Strategic Plan) & DPP (Data Protection Program)
Tracking multiple projects’ health, identifying risk & its mitigation plan, sharing weekly reports and communicating and managing high level escalations.
Handled complex project management on Security domain like ForcePoint DLP as a Process & Toolset, Secured Cloud - AKAMAI DDOS/WAF, FireEye Threat Analytic Platform. Zscaler Proxy Services & Skybox Security Infrastructure & Change Manager Integration with SNOW
Deployment of BT Cyber SoC team of 10 persons for First line monitoring of FireEye TAP for a APAC customer
Deployment of BT Cyber SoC team of 16 persons for AKAMAI DDOS & WAF monitoring for a large APAC customer.
Onsite team deployment of 5 second level Security resources @ customer premises for Skybox Infrastructure Management.
Conducted training for BT Cyber SoC team & Onsite team on various security tools like AKAMAI Site Defender, Luna portal, FireEye Helix & Skybox Change Manager etc.
Responsibilities
Executed 4 Key Projects with TCV of 10M$ and 50 M$ in a capacity of Project Delivery management - VMware V-cloud and BCP/DR in on-site & remote location.
Deployed CCTV Monitoring Infrastructure and Secure Smart Printing Solution.
Overall TCV growth through new logo signing, renewals and PCRs.
Achieved 99% SLA for all Service deliveries
Steered efforts for achieving C-SAT from 5/10 to 9/10.
Consistently attained total base growth and PCR approximately 1.2 M$/annum in projects
Escalation, issue and risk management with a continuous endeavour to improve C-SAT
Achieved 95% of yearly target of DR Drill for respective customers as per the contractual deliverables.
Michelin India Tyres (P) Ltd.
Manager IS/IT - Africa-India-Middle East, Automotive Industries (Oct 2011 - Till Date)
• Management of Michelin IT Infrastructure Operations
Helpdesk Management - ITIL process
Data Centre Operation Management
Assure 99% all Michelin IT Services are up and running
Weekly Zone Review - Infra Quality Operation Meeting
• Michelin IT INFRA Project Management (Michelin Project Management Methodology)
Established Call Centre monitoring system, in order to have a quality of service to the consumers (IPCC - 4 Supervisors and 25 call agents)
Implemented and established a Tire 1 Data Centre (LAN-WAN/Servers/Security) at Corporate office
Go7 OS (Migrated from Windows XP to Windows 7) to improve User efficiency and Security
Implemented 50 nos of Network Printers with Smart Card Security features (access control) to reduce cost of printing operations.
Customer Relationship Management (Michelin CRM Portal on MS Dynamic), in order to have quality of services to the consumers.
Implemented BCP for Commercial Office to reduce impact of the business operation.
• Michelin Security Management
Issuance of Smart Card (Security VPN Cards) to access Michelin private network for end users
Review Security Policies and procedures for Audit purposes
Established Michelin Business Continuity Plan with Business Management.
Security reporting related to Virus/Unauthorized Software to Management to meet the security compliances.
• Training Program to End Users
Michelin IT Infrastructure Know/How
Michelin Security Charter
Security Awareness Training
Security Box (OpenTrust)
Perfetti Van Melle India (P) Ltd.
Manager - Information & Communication Technology, FMCG (July2006 - October 2011)
• Managed IT Infra Services and Data Centre Operations
Assured 96% of Network/Server/Firewalls/Desktops up and running
Monitoring and Maintenance of Data Centre Environment
DR management and ½ yearly testing.
Preparation of Service Management Framework based on ITIL Guidelines which includes
Incident Management + Problem Management + Change Management + Quality Management
+ Security Management.
Managed IT team consisting of 12 Data Centre Engineers and 10 off shore based System Engineers.
• Managed IT Infra Project Management
IT Infra built (LAN-WAN/Servers/storage/Security) for new plant in Srilanka
New Tire 2 Data Centre built (GO Green) at Manesar Plant in India to consolidate entire Server Firm (HP Blade/Storage/Network) with Virtualization to reduce the cost of Distributed server firm.
Transform 37 traditional desktops into Desktop Virtualization (Thin client) using VMware View 4.5 to optimize cost of operations.
IT Infra built (LAN-WAN/Servers/Storage/ Security) for new office in Dubai.
Optimized communication cost using Unified Communication System (IPBX) - Microsoft Lync 2010/Exchange 2010/ Avaya S8300 Server/Avaya G430 Media Gateway/Avaya Aura SIP Integration with MS FE Server (Lync)
Levied cross charges to Bangladesh/ Srilanka business entities (up to 1 Million) by hosting private cloud at Data Centre in India.
• Training Program and Team Building
Provide technical training to team members on the basis of the need
End users training on various IT tools - End user operating manuals
IT Security Guidelines - Virus/Spyware/Data usage
Information classification
Team Appraisals
• Managed IT Infra Services
Assured 96% of Network/Server/Firewalls/Desktops up and running
ITIL based Helpdesk/Assets/Change Management System using Track IT
Proactive Day to day monitoring of Windows Servers/Mailing Servers/Storage/LAN-WAN/Data Backup.
Managed IT team consisting of 6 members effectively support on site to client.
Monthly review meeting/shared reports with Client for operational issues to meet the defined SLAs.
• Client’s (Perfetti Van Melle India) Project Assignments
Handling offsite implementation of PVM Bangladesh IT infrastructure - Cisco PIX, Windows Domain 2003/Exchange 2003, Web Shield SMTP based mail scan.
Patch Management to increase/secure the efficiency of the end users performance.
Veritas BackupExec 10, MacAfee GroupShield -System Protection & McAfee WebShield SMTP -Internet Gateway
• Managed IT Infra Services -Client Location (Ranbaxy India Pvt. Ltd)
Day to day monitoring of client’s Server Firm/LAN-WAN
Meeting the daily SLAs - Call ticket management
Windows/Exchange - ID Creation/Modification/Deletion
Daily Back up and Weekly Restoration of Data - Differential/Weekly Full Backup.
Support end user hardware/software issues - outlook, antivirus, patches, Ms Office.
Daily reporting to supervisor - network monitoring/space utilization of Servers performance
• Client’s (Sony India Pvt Ltd) Project Assignments
Windows NT 4.0/exchange 5.5 to windows2000/exchange 2000
Outlook Express to Outlook 2000
• IT Infra Operation
Daily Monitoring/reporting WAN/Servers performance utilization
User ID creation/Modification/Deletion with change request.
Maintained TAT of clients
Daily backup of client’s files (as per HIPPA compliance)
File upload and download reports clients (US).
• IT Infra Project
Designed and Implemented new office setup (66 nos of seats) - LAN/WAN, Servers, Routers, Desktops, Printers etc.
Proxy server implementation on Windows ISA 2000 proxy plate form to keep user confidential information.