Service Delivery Manager
holcim
Total years of experience :20 years, 4 Months
Holcim Services (South Asia) Limited (LafargeHolcim), Navi Mumbai, April?17 to April?2020
(Reporting to Head of Communication & Collaboration
Digital Solutions, Global)
- Technologies handled & supported - Google Workspace, GCP Bigquery, AWS,
LumApps, CloudM, Appsheet, App engine, etc.
- Manage the Technical Vendors, Define the KPI?s, etc.
- Support LafargeHolcim business by defining, operating and managing a set of
modern content, communication and collaboration services that allow
LafargeHolcim employees to collaborate and share information more
effectively.
- Manage the application landscape related to the Collaboration and
Communication Digital Services.
- Define architectural policies, procedures, directives, guidelines and best
practices in all 24 + Service areas.
- A trusted advisor for client business and technology stakeholders in configuration,
integration and support of the application landscape.
- Adhere to the Group, ITSM, EA, EU and ITSEC strategy, policies and directives.
- Lead and participate in projects to deliver solutions that meet business
requirements.
- RFP creation and vendor review.
Reporting to program head)
Project - IDFC Bank - Data Centre Support (30 Resources)
•Functionally heading Infrastructure Domains Like Windows, Exchange, etc
•SLA Management, Client & People Management
•Identifying and leading Service Improvement Plans.
•Automations:
•ID Creation & Modification.
•Script based Photo Upload of Active Directory Users.
•Major Projects Managed
•Implemented OMS (Operations Management Suite) & managed closures of relevant recommendations.
•Implemented ATA (Advance Threat Analytics) & managed closures of Security threats.
•Implemented MAM (Mobile Application Management) & Hybrid Active Directory Join with secured Conditional Policies
•Conducted Disaster Recovery Drill for Messaging Services.
•Upsell HOLMES Asset Management Portal & managed POC.
•Co-Manage Merger between two forest - MIM, Trust Building, etc.
•Microsoft Teams, SharePoint Policy implementation
Reporting to VP, Global Delivery)
Sr. Operations Head
Reporting to Project Manager)
Participated in Knowledge Transfer and Transition of entire Managed services operations from USA to India.
•Led Level 1 & 2 Incident Management Team of 5+ resources monitoring and managing over 500+ Servers of various mix for more than 20 different clients.
•Daily reporting to top management on the Incident statuses. Initiate conference calls to manage Major Incidents with time based documentation of each event
MS DS Exchange (Reporting to Team Lead)
•Microsoft Technical support engineer for MS Exchange (2000 & 2003) servers support and technical helpline
Reporting to Team Manager)
•Microsoft Technical support engineer for MS Enterprise Server Support for Standard and Enterprise server 2000 & 2003
Professional (Reporting to Team Manager)
•Handled Tier 1 User incidents for Dell Customer Support.
•Quickly moved to Subject Matter expert level (within 8 months) and Participated in CSI activities to improved first time resolution scores and customer experience.
courses: ISMS 27000 Implementer -