Technical Service Delivery Manager
SunGard
Total years of experience :24 years, 4 Months
Accountable for Managed IT Services for SunGard’s Insurance Products. Heading the AMS and IMS teams (Global Technical Service Desk) with 22 members providing 24x365 support to Global Insurance customers using SunGard Insurance Applications On-Premise as well as on Managed Hosted Infrastructure in SunGard Data Centers.
1. Accountable for Managed IT Services (Infrastructure Management Services / Application Management Services) for SunGard Insurance segment.
2. Responsible for the entire Support Lifecycle i.e. right from designing a Support Model to the ‘Go Live’ of the Support into production further to continual improvements.
3. Responsible for environment designing, large Infrastructure Deployment and Infrastructure Management either in the Global Data Centers or SunGard Insurance Cloud.
4. Accountable for day-to-day operations of resourcing, scheduling, prioritization and task coordination, and meeting project milestones, objectives and deliverables within agreed timeframes and budgets.
5. Skill enhancement, domain and functional training exercise with additional knowledge forums for grooming the team members and managing optimum resource utilization.
6. Part of the Service Transition group for transitioning support from other regions within SunGard Insurance into the Global Technical Service Desk.
7. Define the Support Model for any customer or new product support from the Global Technical Service Desk, staffing plan, capacity and capability management for the team.
8. Monitor and ensure organizational goals and contractual commitments (SLA’s) are met (e.g. budget/cost, service availability, responses, reports).
9. Monitoring, measuring & analyzing processes for quality, compliance & continual improvement.
10. Setting KPIs and goals, monitoring & managing the performance of the support personnel, training, mentoring, team building and team members' career growth.
11. Responsible for the creation, and maintenance of all technical documentation for the relevant environments in accordance with ITIL processes and procedures.
12. Providing direction in the investigation and resolution of major incidents associated with, but not limited to, virtual servers, the data center Citrix environment and corporate applications.
13. All round On-call support for severity 1 issues anytime during the weekends.
14. Managing third party managed service partners to ensure service is maintained within the contracted SLA’s.
15. Validation of customer requirement, size and scope of the project based on the contracted number of server cores for modelling of insurance product.
16. Adhering to business and operation process system as per ITIL framework. (Incident management, Change management, Configuration Management, Capacity management, Capability Management)
17. Act as primary point of contact for the Services ensuring day-to-day relationship contact with Customer, working with the Client Account Manager and sales.
18. Provide inputs to Sales on any potential opportunity for new business or consulting work based on data available with the Service Desk.
19. Responsible for proposing and managing the budget from Support perspective.
20. Driving technical team and coordinating with stakeholders during critical/major incidents and providing regular updates to higher management. Produce Root Cause Analysis for major issues.
21. Provide status and report on Services delivery as required by customers and management.
22. Provide business resumption contingency plans and test results.
23. Support coordinated service reviews, both with clients as well as internal.
24. Presenting the process improvement proposal to Clients with active participation in capability presentations, monthly status report & discussions for performance improvements.
25. Work with the Development and product management teams on Release Management process from a Service Desk standpoint.
Managing the IT Service Delivery for Orient Technologies Pvt. Ltd.
Roles and Responsibilities include:
1. Responsibility for the delivery of, and critical issues related to the support
services.
2. Lead all support services in planning and negotiate the allocation of resources efficiently.
3. Direct supervision of services related to Network, Security, Microsoft & Citrix products.
4. Escalation point for other products such HP & IBM servers, desktops, laptops, printers, storage.
5. Being the service partner for IBM & HP, regular interaction with respective principle account managers for calls.
6. Weekly review of open calls & closed calls outside SLA with the Assistant Manager - Services & Service Desk team leader.
7. Manage staffing including recruitment, supervision, scheduling, development, evaluation and disciplinary actions.
8. Conduct cost and benefit analysis for existing operations and make recommendations for the improvement and growth of services.
9. Preparing Service Proposals for new projects and Service Level Agreements along with commercials for new or renewed customers.
10. One point of contact for providing quotations or service & support charges for any new implementations or services to be given.
11. Conduct weekly & monthly reviews with the engineers to review the operations & address issues, if any.
Received Appreciations from Customers on support call resolutions given. Also being appreciated by a Customer for a project related to the implementation of VERITAS Net backup software.
Highlights:-
1. Quarterly feedbacks (Voice of Customer) being conducted to take the feedback from Customers on Orient services & make necessary improvements accordingly.
2. Improvement in call logging process for all the support calls attended by engineers to measure their productivity.
3. Designed a standard format related to SLAs and service & support charges to be given to the customers.
Handling a team of 30 members which includes which includes 2 Shift Managers, 13 Service Desk coordinators, 13 server & desktop engineers etc.. Providing technical support to clients like 3dPLM, AVIVA, EXL etc...
1. At times, required to handle the Service Desk team at Noida as well.
2. In-charge of the team in launching the call logging tool for all the end users.
3. Constant operational updates are provided to the management.
4. Completion of all the projects given by the customer.
5. Proper internal / external escalations are followed for all processes.
6. Motivation of team members with constant interaction and team development by giving career growth path.
7. Come out with the training plan so that the capacity of the engineers can be fine tuned.
8. In-charge of the team when SOX & ISMS audit were carried out by EXL Service & AVIVA respectively.
9. Discussion with Technology Head on a weekly basis for finding any process lapse or to discuss process improvements.
1. Working as Team Leader (Operations) for Development Credit Bank site
2. Handling a team of 34 engineers consisting of Network engineers, System Admin, Anti-virus etc..
3. Single Point of contact for all issues related to the contract and its execution
4. Responsible for successful execution of the SLA to the satisfaction of all sites
5. Performance Management of entire IT operations and associated resources
6. To handle all major escalations and ensure their speedy resolution
7. Meeting the quantitative and qualitative measurements laid out by CMS
8. Conducting periodic service audit reviews with DCB ITD officials locally to refine or customize the processes to Customer needs
9. Come out with the training plan so that the capacity of the engineers can be fine tuned
10. Periodic Service Level Achievements meeting with DCBL IT
11. Compilation of Performance Reports and do the trend analysis
12. Overall in-charge of the account
1. Administering domain users and domain resources
2. Creating users for Lotus Notes mailing application & administering Lotus Domino Server
3. Assigning permissions on network resources at different user levels.
4. Backup and Restoration of files belonging to users.
5. Troubleshoot and resolve issues related to computer hardware.
6. Ability to effectively manage all software applications (Windows, MS Office, etc.)
7. Monitor health of servers and troubleshoot in case of Failures.
8. Maintaining backups of important data belonging to Directors.
9. Installation and administration of e-mail clients like Lotus Notes and Outlook Express for internal customers.
10. Troubleshoot and escalate issues related to LAN and WAN links.
11. Monitor bandwidth and utilization of Internet Links.
12. Maintain maximum project uptime for all clients.
13. Administer antivirus and windows updates throughout the network.
1. Giving technical assistance to more than 1000 users. Job involves providing prompt service to desktop users and to perform activities like Helpdesk operations
2. Basically take care of client side systems, maintenance of all types of hardware, application softwares and operating system
3. Installation of PC’s and Network printers
4. Installation and troubleshooting of softwares including operating systems like Windows 98 / 2000 etc and also Lotus Notes 4.6.5
5. Basic administration of Lotus Domino Server which covers creation of e-mail id’s, resetting of Lotus password and defining Disk Quotas
6. Keeping inventory of PC’s and other computer peripherals
7. Creating installation and call reports at the end of each month
1. Being the team co-ordinator, the job involved handling the team activities and assigning work to the entire team and handling all kinds of escalated e-mails
2. Servicing of customer e-mails received through the Secured Channel of ICICI Bank’s Internet Banking. Helping the customers to open a Savings a/c, Fixed Deposit, Recurring Deposit etc. Handling of Online Chat provided to NRI customers
3. Member of the Quality Assurance Team. Job involved checking of e-mails being sent by the agents and to give feedback to the agents regarding the same
4. Worked on Talisma and Seibel as CRM Tool
5. Being awarded “Top Performer” in the month of November 2001 and March 2002
Certified in ITIL - Service Operations
Certified in ITIL - Foundation
Completed my Masters in Business Administration (MBA) in IT Operations