IT Manager
HCL Technologies
Total des années d'expérience :9 years, 7 Mois
• Currently, I am forging and sustaining resilient connections with internal stakeholders, gaining valuable insights into their IT infrastructure needs and expectations.
• Act as the central point of contact for IT infrastructure service-related inquiries, feedback, and escalations.
• Manage SLAs and KPIs for IT infrastructure services.
• Monitor and report on SLA performance, implementing improvements to meet or exceed agreed-upon service levels.
• Oversee incident and problem management processes, ensuring timely resolution of IT infrastructure issues.
• Collaborate with technical teams to identify root causes and implement preventive measures.
• Lead the change management process, assess and approve changes to IT infrastructure to minimize disruptions.
• Ensure changes are aligned with business needs and compliance requirements.
• Manage and lead a team of IT professionals responsible for IT infrastructure service delivery.
• Provide guidance, coaching, and support to foster a collaborative and high-performance team.
• Identify opportunities for continuous improvement in IT infrastructure service delivery processes.
• Implement best practices and innovative solutions to enhance efficiency and effectiveness.
• Collaborate with vendors and suppliers to ensure the delivery of high-quality infrastructure services.
• Evaluate vendor performance, negotiate contracts, and manage relationships to optimize service delivery.
• Ensure IT infrastructure services comply with security policies, regulatory requirements, and industry standards.
• Implement and monitor security measures to protect IT assets and data.
• Maintain accurate and up-to-date documentation for all data center operations with a detail-oriented approach.
• Generate reports on key performance indicators and operational metrics.
Key Highlights:
• Successfully brought down the trend of repeated System Interruptions from 23% to 16%, working on target of achieving 7% by end of Q3 in 2024.
• Implementation of Focused Infrastructure Dashboards for Live Monitoring of Critical Nodes.
• Managed 7 War Rooms throughout the year 2023 for Migration of Infrastructure & it’s associated Services.
• Ideated Automation of ServiceNow with the Monitoring Tool.
• Developed and executed disaster recovery plans for all data centers, reducing recovery time by 40% and ensuring minimal disruption to business operations during outages.
BACHELOR OF TECHNOLOGY IN COMPUTER SCIENCE & ENGINEERING