BISWAJIT MISHRA

Head IT - ITC Infotech India Ltd. (Aug 2009 - till date)

Key Responsibility
• Develop an IT Strategic Plan and roadmap to align with the business objectives and requirements. Assure consensus on key timelines and priorities, standards, policies and budget designed to effectively run the IT operations and control the migration projects for new and existing customers.

• Collaborate directly with the executive team and decision makers in other departments to identify, recommend, develop, implement and support effective technology solutions for both Run and Build for the organization to meet the business needs.

• Ensure organization's information technology investments are aligned with its strategic business objectives. Monitoring and assessing New Technologies that suits business needs of the Organization. i.e, Cloud Computing, VDI, BYOD, MDM etc.

• To manage service delivery for key accounts related to IT Infrastructure deliveries. Development of account plan for service delivery sustenance and growth. Co-ordination and interactions with customers, internal teams in forming project teams with suitable resources and teams
o Delivering multiple global customer engagements and contracts through onsite-offshore delivery model and Remote Infrastructure management services
o Managing multiple technology stream of services with annual revenue size of 10+ million USD with a 350+ people team
o Maintain healthy operating margins
• Develop and Deliver Account Plan in coordination with global BD teams. Provide roadmap to align with the business objectives and requirements towards the growth of existing and new accounts for Infrastructure Services.

• To ensure IT strategies gains competitive advantage and service differentiation with respect to internal and customer-facing activities through application of innovative IT technologies and processes i.e, Shared Services model for different technologies and engagements. Monitor, evaluate and select technologies that can be applied to organization current and future products and services.

• Chair Person of the Purchase/Procurement committee of the Organization. In addition, part of all the other core committees of the organization to steer the IT alignment with the businesses.


Accomplishments
• Successfully able to lead the IT function and provided the IT planned course to the company's IT resources. Developed and implemented the IT initiatives within the defined timeframes.

• Successfully handled the Internal Application development and Maintenance along with IT Operations and raised the technical and management competency of the team members to run the IT operations independently and smoothly.

• Successfully secured 30+ Million USD long term global contract ( for next 3 to 5 years) engagement for the accounts being managed through service delivery excellence and customer relationship management
o Secured the contracts in spite of bidding from the global leaders of IT Industry
o Improved the customer vendor evaluation and CSAT Score performance as a turnaround story within Infra Vertical
o Maintained operating margins for the accounts through shared services delivery models

• Initiated and completed "end to end" - Private cloud computing solution for Internal and external customers. Initiated "Cisco partnership" for technology alliance on UCS Platform

• Implemented new technologies i.e, VDI, BYOD, MDM solutions to derive business benefits for internal customers and showcase for new prospects

• Approximately $1 Million in cost reductions through consolidation, partnerships and process improvement in last 3 years

• Successful implementation of standards and best practices i.e., ISO 20000 that improved the confidence of the organization, vendor and management on the IT service delivery

• Improved the CSAT Score of the internal organization performance from 2.2 to 3.8 (Scale of 5) in a span of one year.

CIO, for Sitel India (Erstwhile Client Logic) (April 2006 - July 2009)
(Joint Venture between Sitel and ITC Ltd.)

Key Responsibility
• To provide strategic direction to the company's IT resources, including telecommunications and office automation. This role was to provide the vision and leadership for developing and implementing IT initiatives across all areas of the organization.

• Planning, coordinating, developing and implementing IT application /systems to support multi-functions or a major function, such as finance, human resources, transport or supply chain management.

• To plan, coordinate, direct and implement all operational activities of the IT department, as well as provide direction and support for mission-critical business applications. Ensure that external service providers, provides operations and project services that support global operations and meet business requirements.

• Develop and implement IT management Standards and Best practices to improve the IT service support and delivery processes to improve efficiencies and achieve audit compliances.

Accomplishments
• Successfully able to provide the IT strategic direction to the company's IT resources. Developed and implemented the IT initiatives within the defined timeframes.

• Client presentations on new business opportunities and providing inputs for business proposals for numerous external clients.

• Successfully executed few key BPO migration projects. Handled the IT Operations and raised the technical and management competency of the team members to run the IT operations independently and smoothly.

• Taken the initiative of creation, implementation and compliance of IT policy and SOX for the organization and achieve the same before target dates.

• Successful implementation of standards and best practices i.e., ISO 20000 and 27001 that improved the confidence of the organization, vendor and management on the IT service delivery

• Enabled the team towards process oriented approach to improve IT operations and policy compliance. Reduced the IT operational cost by more than 1 million USD in a span of two years.

• Actively participated in CSR initiatives and successfully conducted few events for the organization.

ITC Infotech India Ltd.. (Feb 2001 - March 2006)
Position: AGM, IT Shared Services across ITC businesses

Key Responsibility
• Providing key inputs for IT planning, budgeting and strategy formulation for Infrastructure & Security setup of ITC Ltd. Played key role in Converging IT needs across ITC Businesses

• Heading a team for IT infrastructure & Security to evaluate system requirement of businesses. Build a team for Infrastructure Management Services (IMS) in Shared Services model to Optimise Operational cost and create value for the services and customers.

• IT planning with identification, evaluation and implementation of new IT technologies. Ensuring smooth IT infrastructure operations

• Efficient Operations management for Network, Security and data center infrastructure services in a cost effective manner.

• Technology Standardization to enable effective exchange of information across different businesses. Bringing new business partners into ITC business framework rapidly at minimum cost.

• Develop and implement an IT management framework based on ITIL / ITSM Standard.

Accomplishments
• Successfully handled the Data Center Creation for both ITC - Kolkata and Bangalore, consolidated and transitioned. Created the team and handled the Data Center Operations. Raised the technical and management competency of the team members to run the IT operations independently.

• Successfully designed and implemented one of the largest and state- of- the- art Network & Security Infrastructure Project - Infobahn for the organization and enabled to achieve NASCOM "best IT usage" award in 2004.

• Successfully implemented IT Infrastructure project for one of the largest and prestigious project of ITC, e- choupal and enabled the organization to achieve "best business transformation" and many other awards.

• Won the best talent award for the year 03-04 in ITC Infotech India Ltd.

• Reduced the network operational cost by more than 0.5 million USD for the organization with a VSAT migration project execution with steep timelines and limited resources.

• Improved the IT operations with ITSM implementation for Network, e-mail, Data Center and Security operations. Based on the successful implementation, extended the same to application support for SAP service.

• Improved the PMF maturity level from 1.8 to 3.2 in a span of one and half year. Enabled the organization towards Process and SLA oriented IT management.

• Achieve a technical breakthrough by implementing encrypted VPN tunnels through multiple service providers to data centers. Our problem diagnosis and solution is being recognized by Cisco and published in Cisco White papers.

• Enabled the organization towards IP enabled services - VOIP, Video conferencing, web casting etc. resulting reduction in the top management time, communication, recruitment and travel cost significantly.

• Successfully Implemented CA service desk, HP open view and Dashboards portal and integrated them together to have a complete visibility of the IT infrastructure towards proactive management.

Philips India Ltd (June 1997- Feb 2001)
Position: Regional IT Manager

Key Responsibility
• Central Data Center management for the organization (all businesses)

• Y2K Migration Project

• IT operations to manage the delivery of regional IT Services.

• AS 400 & J.D.Edwards System administration, Windows Domain Infrastructure Management, and Lotus Notes Administration.

• Project Management, Network Management, Vendor Management and User Management

• Managing the delivery of IT Services, Infrastructure and Projects across all Philips Offices in Eastern India ensuring 99-100% System & Network availability at all these locations.

Accomplishments
• Successfully implemented multiple IT infrastructure related projects - Lotus Notes, Network Migration.

• Successfully handled the centralized as well as regional IT Operations and raised the technical and management competency of the team members to run the IT operations independently.

• Successfully Implemented Enterprise wide domain Infrastructure setup using Windows NT & IBM Tivoli Platform

• Successful deployment of Global Secure VPN mobile Services

• Successfully completed Y2K mitigation project

• Won the Individual Performance award for the year 98-99 and 99-00.

CCS Computers (p) ltd, New Delhi (August 1994-May 1997)
Position: Assistance Manager

Key Responsibility
• Handling major clients to provide IT Implementation and support i.e., SQL Star Ltd, Denso India Ltd, Cimmco Birla Ltd, Air-Force, DGH etc. in all platforms i.e. AS-400, NetWare, UNIX, Windows-NT, E-Mail Server etc.

• Design, Planning, Configuration & Implementation of the new network. Installation & maintenance of the network & devices - Cisco Routers, Switches, AS-400, Netware, Unix, Windows- 95 & NT, E-mail. Oracle v6.0/7.0, Ingress V6.4.

Accomplishments
• Successfully implemented multiple onsite IT infrastructure related projects