Service Delivery / Availability Manager
IBM INDIA Pvt. LTD
Total years of experience :23 years, 8 Months
# Roles & Responsibilities:
• Managing a pool of highly technical resources responsible for designing, monitoring and managing IT infrastructure related activities with 24x7 operational support for IBM’s Global Clients.
• Responsible for being the IBM Focal to understand client requirements, business opportunity identification, guidance, support and closure.
• Managing daily / operational relationship with the Client to ensure a high level of satisfaction and service excellence.
• Responsible for leading the Service Delivery team according to defined scope of services as part of the Contract between IBM and Clients.
• Responsible for overall IT Services Delivery and IBM-Client Relationship Management for the following towers / areas:
o Windows (Intel / Citrix) Platform support
o VMWare / ESX support
o Unix (AIX, Solaris, Linux & HPUX) Platform support
o Backup and Recovery (TSM, Syncsort / Catalogic, Backup Exec, Arcserv & Legato)
o Storage Technologies (SAN & NAS)
o Portable Storage Media (PSM) Management
o Software Asset Management
o Hardware Asset Management
o Database Management (Oracle, DB2 & SQL)
o Web Middleware Management
o Operations Monitoring (Console Operations, Batch Monitoring & Production Scheduling)
o ID Administration (Primary & Secondary Controls)
o Helpdesk & IMAC
• Leading complex technology projects, managing diverse teams and delivering quality solutions.
• Handle Operational Issues related to Global IT Services Delivery. Primary point of contact for service levels, escalations and issues from Clients for the Services Delivered by IBM under the scope identified.
• Performing internal assessments, procedural reviews, and audits in order to improve overall effectiveness of internal IT controls
• Responsible for Coordination & Communication to agreed IBM and Client contacts about service interruption, root cause analysis, action plans, capacity/performance trend analysis and issues.
• Participate in the Change Control Board and/or change control process as required
• Drive/Manage Crisis, Disaster Recovery and Service Continuity Management for Client’s IT Infrastructure
• Responsible for maintaining Security and Audit compliance, reviews & actions. Ensure delivery / support teams are Audit ready and compliant in terms of Global Security policies such as KCO, SOX, HIPAA, GSD331, ISEC, etc.
• Effectively manage and implement Business Controls, methods, tools and processes which include System Management Controls, Request for Service, and Program Change Requests, and ensure documentation is audit ready.
# Achievements
• Demonstrated success in managing, improving and publishing the KPI Metrics and Global Metrics for the Client.
• Played a key role in identifying & defining the Automation for processes / reporting to ensure timely submission of reports and avoid delays in execution.
• Played a lead role in defining, creating and publishing Global & Regional Vital and Critical Applications Availability for the Client.
• Successfully completed the disintegration of small accounts with the mainstream sectors.
• Instrumental in resolving the TAD4D implementation in the account. TAD4D tool is used scan software installed in the servers and report about their compliance in licensing.
• Instrumental in resolving the Software Asset Entitlements (Licenses) for the account that were pending for many months.
• Instrumental in Coordinating and getting the Storage (SAN & NAS) firmware upgrades without any issues.
• Instrumental in TPC implementation and upgrade. Involved in the project, right from procurement of new physical server, it’s building for TPC and connecting all the Storage devices to it for management & reporting.
• Streamlined the Incident & Problem Management reporting and compliance.
• Created automated reports for effective work & closure of open / pending Incidents & IMAC records by all support teams (Intel, UNIX, DB2, SQL, Oracle, BUR, Storage, etc.)
# Roles & Responsibilities:
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• Provide troubleshooting and configuration support for client desktop and networking environment.
• Diagnosing and resolving a wide range of technical issues
• Take ownership of an issue/incident and seeing it through to closure.
• Responsible for meeting operational team targets on a daily basis.
• Responsible for meeting targets on Service level vertical.
• Providing clarifications and details about various products & services and their usage.
• Providing technical support to US customers in troubleshooting Network, Email, Product related and Connection issues.
• Handling queries of US based Customers pertaining to Dial-up, Broadband, & Wireless Connections.
• Updating Knowledge Base / support documentation.
• Escalating issues where necessary to senior managers & team leaders.
# Achievements:
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• Always topped in Customer Satisfaction and Service Quality.
• Within 6 months, I was promoted as a second level support executive handling both Windows and Macintosh environments.
• Handled all issues ranging from feedback to wireless connection support
# Roles & Responsibilities:
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• Maintenance the computer systems and printers of Govt. Gardens wing of the Department.
• Setting up and maintaining hardware and software systems.
• Generate adhoc and periodic Reports depending on the requirements.
• Generate and manage Invoices for the plant materials sold.
• Generate Purchase Orders for the plant materials to be procured.
# Achievements:
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• Managing complaints and ensuring quick resolution of issues.
• Received appreciations from Dy. Director of Horticulture for correcting the computer programs and systems.
• Received appreciations for maintaining the legacy data with 100% accuracy rate.
# Roles & Responsibilities:
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• Promoting new products & schemes launched.
• Visit different cities and towns to interact with the Retail Pharma outlet owners/proprietors regarding the products and services offered.
• Get purchase orders from Retail Pharma outlet owners/proprietors.
• Cash Collection from Retail Pharma outlet owners/proprietors for the previously supplied stocks.
# Achievements:
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• Rated among the top Sales Representatives of the Organization.
• Doubled the sales of the Organization in critical markets even in fierce competitive environment.
MCA (Master of Computer Applications)
Bachelor of Commerce
Intermediate (+2) / Higher Secondary
SSC (Secondary Schooling Certificate) / High School