IT Manager
Confidentail
Total years of experience :18 years, 5 Months
Accountabilities:
Function as Technical Services Team Lead/ Advisory Technical Services Specialist/ Service Delivery catering to clients like Principle Financial Group (Pune), Berkedia (Hyderabad), United Health Group (Hyderabad) & Viacom 18 (Mumbai)
Provide leadership to a team of 35+ members involved in managing approximately 5, 000 Windows/ Linux/ ESX Servers and rendering data centers support
Driving the IT Infra team and will be responsible for Desktop, Network, Servers, Storage, Database, Virtualization, Datacenters, IT Security, Audit & Compliances.
Interacting with Business and Function Heads as a part of the core IT senior management team.
Representing IT team during management discussions about resourcing, process changes, and other issues that impact the entire team.
Managing IT Infrastructure for various roll outs nationally as well as internationally through outsourced IT team
Managing, maintaining and upgrading enterprise Infrastructure & Network, including vendor management and IT sourcing
Strong knowledge of Telecom, Systems & Networks, excellent knowledge of IT Service Delivery, Team Management, Escalations Management, Exposure to VAS industry is my added advantage
Responsible for solving issues, driving enhancements, and improving support for all IT related functions: operational support, application support and service delivery
Managing and maintaining of DC & DR Servers, Backup, Storage, Core Security, Firewalls, IDS, etc
Managing relationships with Business Functions and vendors for better IT operations delivery.
Working with Business Leaders and Managers to scope and deliver IT solutions for multiple business units.
Providing technical consultancy to department staff and participate in business development efforts including proposals, development plans, and presentations, as directed
Development and installation of scalable support, desktop/remote technologies aligned with customer needs and supporting technology roadmaps.
Responsible for creating and implementing processes and effective operating procedures within the End User Support environment.
Ensuring repetitive technical issues are zeroed down and resolved on high priority. Measuring and tracking SLA for key service providers of IT Infra.
Managing the activities of a group/department of technical support engineers and leads responsible for providing remote technical support to resolving End user issues as well as Customer issues.
Motivating and mentoring the IT Infra team along with a virtual team comprising of third party resources.
Recruiting, mentoring and coordinating the training and development plans of new and existing technical support specialists
Reviewing with the Service Delivery team & Support team for opportunities of improvement periodically.
Handling Best Practices/Models/Frameworks in Infrastructure management and all commercial aspects like market price for IT services, products, communication links, budget planning etc.
Liaising with Internal Compliance team and help in maintaining security and statutory compliances related to IT
Hardware and Software procurement and Asset tracking. Asset life cycle mgmt. (refresh, new procurement, deployment and scrap). Maintaining hardware inventories and ensuring sufficient spare equipment is available as necessary.
Functioning as Single Point of Contact for IT
Maintain regular interaction with the Project Manager and Solution Architect on prompt resolution of escalated issues
Conduct root cause analysis and develop solution applicable to accounts to ensure defection determination in arising technical problems
Render L4 Windows Operating systems support as Windows SME & Pool SME
Work on Terminal servers (Admin mode), Windows Clustering, Storage, Networking and backup Applications/devices, Active directory, DNS, DHCP, WINS, VMware/Citrix and related components
Accountabilities:
•Functioned as Intel Technical Lead- On- Site Data Center Support and supported 1200 Windows Servers and Team Lead for data center operations
•Involved in Windows Server Remote Support & management, hardware support, vendor engagement, print services
•Deployed Symantec & TrendMicro AV, Patch Deployment using Shavlik, SCCM, rendered operating system level support to application teams running on Windows Servers, ESX 4. Worked on Host provisioning and host performance management
•ITIL Process Design and Documentation related to Change, Incident & Capacity Management.
•Understanding product technology and preparing technical documentation and Standard Operating Procedure (SOPs) and Standard Operating Environment (SOEs) for clients.
•Ensuring compliances of ISO 9001:2008, ISO 20000, ISO 27001:2005, BS 25999 and SS 507 and participating in internal as well as external auditing relating to IT Infrastructure Management.
•Systems, Servers Infrastructure Planning, Testing, Deployment, Operations, Maintenance, Capacity Planning, Utilization Review and Performance Monitoring.
•Operating and monitoring IT Data Centre Hardware and Software Systems according to established SLAs, Processes, Procedures, Policies and Schedules.
•Managing Local and Remote Servers through HP (ILO), IBM (RSA) and DELL (DRAC) and Monitoring Hardware Devices of Servers through HP (HPSIM), IBM (IBM DIRECTOR) and DELL (DELL OMS).
•Preparing and maintaining Documentation, Technical Reports and providing follow up on IT Infrastructure activities and assigning tasks to the team.
•Ensuring the network infrastructure is up & running as well as applying operating system security updates patches and configuring changes and performing routine audits of Network, Systems and Software.
•Monitored alerts released by SCOM, NETIQ, NNM and SIM
•Managing AVAYA S8300D Server with G700 Gateway for IP, Analog, Digital, IP PBX, Call routings, IVRs, Queues etc. Backend asterisk configurations and workflow changes etc. Managing and troubleshooting VoIP phones. Understanding of SIP and other VoIP protocols.
•Maintaining IP based Network Cameras for Building Monitoring System Provided by DV-TEL.
•Managing Access Controller System for Access into the Premise provided by SOLUS.
•Built servers using VM templates; Guest VM tools, Hardware upgrade
•Allocated additional resources like adding hard drives, CPU and memory
•Performed P2V and V2V within VI and experienced with Guided Consolidation testing and performance validation
Accountabilities:
•Functioned as Senior System administrator catering to 500+ users which includes Various Depts. Heads across South India through a team of 12 resources locally and remotely as well in other hand acted as an Enterprise Wintel Administrator, Data Center Manager involved in installation, configuration and implementation of VMware vSphere4 infrastructure, including migration of physical servers to VMware
•Reviewed, audited, defined, updated and implemented service policies/ procedures to safeguard critical systems, information and data
•Resolved issues related to Server Hardware, Networking, Web Services, Database, Active Directory, DNS, Cluster Configuration and E-Mail
•Developed qualitative documentation of relevant specifications, systems, and procedures.
•Assisted in development of processes to maintain business continuity and recovery standards for all systems/ networks
•Functioned as central point of IT contact and Handling IT Team and Maintaining IT Assets with Vendor Management as well as IT Operations for South India Region.
•Involved in server administration, monitoring system performance, maintenance tuning, account & password management, capacity planning, documentation, and root cause analysis of server technology
•Evaluated server platforms to optimize performance levels
•Set up hardware/ software based on schedule; developed/ maintained documentation on server environment of the organization
•Technology used: Datacenter Operations. Supporting around 2500 Wintel Servers Hardware & Software global wise. Production support 24 X 7 on call support. Managing VMware ESX 4.1.0 environment. Supporting Windows NT /2000/2003 R2, IIS 6.0, SQL Server 2000/2005, WS_FTP, Nagios Network Monitoring Software, HP SIM, NAV 10, with HP, DELL, and COMPAQ. VMware, SAN, NAS, Windows XP/2000PRO, MS-OUTLOOK 2007/2003, Exchange 2000/2003, Managed more than 500+ users locally and remotely, given support for some of applications for South India Region. Lotus Notes, McAfee Virus Scan Enterprise 8.7, IBM, COMPAQ. Windows XP/ 2000. Infinity 5500 x, 4500 x series and all x services 320, 345, 340. Lotus Notes 5 client Support
Accountabilities:
•Functioned as System administrator catering to 150+ users including various Dept. Heads across Hyderabad through a team of 4 resources locally and remotely
•Involved in server administration, monitoring system performance, maintenance tuning, account & password management, capacity planning, documentation, and root cause analysis of server technology
•Rendered first line desktop support and service for employees
•Managed Servers, Desktops, Laptops and Networks of organization.
•Technology used: Windows 2003 Servers for trading application (Odin Admin), Windows XP/2000PRO, MS-OUTLOK 2003, Managed more than 150+ users & customers locally and remotely, given support for application like Odin Client, Trading Terminal 5 for customers in South Region. Symantec NAV 7.5/ 8.0/ 9.0, IBM, COMPAQ. Windows XP/ 2000.
Specialization Information Technology & Human Resource
Commerce