Service Delivery Associate
Fujitsu India
Total years of experience :17 years, 0 Months
Reporting to the Head of Professional Services and leading a distributed team of 17 technical resources across India supporting clients across Oceania & Asia Pacific regions. As a Service Delivery Associate, I’m responsible for successful implementation, installation, upgrade, maintenance & troubleshooting of all Backup and Storage device. This also includes Backup management, storage provisioning, and Storage management, capacity planning and providing technical advice to the clients and helping clients to manage their data securely. I'm responsible for managing the delivery and maintenance of the Storage and Backup Infrastructure.
Management and leadership of the storage and Backup Technical Services Team; Leading a team accountable for Storage and Backup, my role is to ensure uptime is guaranteed.
Manage a technical team comprising of Storage administrators, Backup’s and consultants to bring in projects/tasks on time and within budget.
Leading the technical services team and global delivery teams to design new architectures for the reduction of infrastructure costs and provide scalable infrastructures to support market place launches worldwide. Deploying Storage solutions for Vendors (EMC, HP, Hitachi, and IBM & NetApp) to manage the storage data and protecting by Backups tool (TSM, Netbackup, Networker, Backup Exec and ArcServe).
Manage projects and work closely with the PMO team to ensure support and administrative functions like time and material requests are completed accurately and on time.
Making sure that the ITIL processed like Incident Management, Problem Management & Change Management are adhered.
Identifying and implementing continuous improvement initiatives including process and technical tools.
Identifying and implementing chargeable technical service offerings in addition to current installation services.
Provide leadership and direction on customer issue resolution.
Liaising and escalating issues where appropriate within the Solutions leadership team.
Manage internal projects to support existing products & for the development of new products.
Projects & Achievements:
Successfully on boarded Technology as EMC AppSync, EMC Unity and Pure Storage.
Backup Success Rate Improvement: Improve the overall Backup Success rate for Networker customer from 39% to 98%.
264 TB space saving by Deduplication Improvement plan has given cost benefit of $250000 AUD.
Two time Asterix award winner for best
Team lead) includes but is not limited to :
•Preparing roster for 16x5 rotation for a team of 14 members.
•Timecards: Matching the roster with the inputs on timecard by the resource.
•Mentor resources technically.
•Guide team members procedurally including ITIL processes.
•Handle day to day operation conflicts between team members and across teams.
•Chair Daily & weekly Stand Up Meeting to meet objectives efficiently.
•Act as a single point of contact for escalations that may arise.
•Have approximately; 98 months of experience
Team lead) includes but is not limited to :
•Preparing roster for 16x5 rotation for a team of 14 members.
•Timecards: Matching the roster with the inputs on timecard by the resource.
•Mentor resources technically.
•Guide team members procedurally including ITIL processes.
•Handle day to day operation conflicts between team members and across teams.
•Chair Daily & weekly Stand Up Meeting to meet objectives efficiently.
•Act as a single point of contact for escalations that may arise.
•Have approximately; 98 months of experience
- Post Graduation
- Post Graduation MBA in IT