Service Delivery Manager
Raqmiyat LLC
Total years of experience :17 years, 10 Months
Service Delivery Manager for Government Sector
Team Management
Managed Services
Application Support
Infrastructure Support
IT Infrastructure Service Delivery Manager, Mumbai
Lead multiple teams & responsible for Performance Management, Career Development, Upscaling & Mentoring.
Built High Performing Teams, conducted Annual Appraisals, Resourcing, Job Rotations and governance of teams.
Managed Data Services, Infrastructure Support for Retail & Energy customers in the Central European region.
Converted Red SLA Accounts into Green scores focussing on High MTTR, FTR, Backlog, Aging tickets.
Deployed Innovations like formation of Squad during outage, Idea of the Month, Motto of the Month, Fun at Work.
Provided around €100K as Productivity savings on FTE towards the customer by means of various methods.
Deployed Initiatives like Standardization of Infrastructure Services, FTR, Auto Alerts, RBA, LCM, Risk Management.
Generated €150K business by identifying work towards offshoring.
SPOC for IT Security Vulnerability & Technical Baseline run for entire Central Europe.
Drove complex Projects like Exchange Migration to O365, upgrade to Exchange 2013.
Technical Architect / Subject Matter Expert, Amsterdam
Performed Data Center Migration and Consolidation using VMware, Platespin for Retail customer
Designed and Build ESX and VMware environment for virtualization of SAP Superdomes.
Designed and Build ESX and VMware for Inhouse VDI environment.
Designed and Build Distributed File System for one of Retail Customer.
Designed and Build Tivoli Storage Manager Backup solution for Retail Customer.
Messaging and VMware support at L3 level.
SCOM, SCCM, MOM, WSUS, AV’s, Backup support for a top French Customer.
Good knowledge of ITIL and tools like EARS, ITSM, Clarify, RES Wisdom, Altiris.
Microsoft Exchange SME, Mumbai
Telephonic Technical Support for Microsoft Exchange to Professional Customers in the US.
Expertise on Exchange 5.5, 2000, 2003, 2007 & 2010.
Specialist in solving Exchange Connectors, Foreign Connectors, Mail Flow and Routing Issues.
Knowledge of Mixed Mode, Clustered Exchange environments.
•Systems Engineer, Dubai
Pre Sales, Due Diligence of major 5 star hotels
Support & Maintenance for Call Accounting, Voice Mail, Guest Express Service, High Speed Internet Systems.
Installation of hospitality related interfaces to PMS, POS and PABX Call Billing systems.
Delivered DEMO’s of various partnered systems.
Impart Trainings for Hotel Staff for operational function.
Catered support services to major five star hotels across UAE.
Information Systems Executive, Mumbai
Inhouse support for the hotel IT Infrastructure.
Support and service of PMS (Fidelio), POS (Micros), Sales & Catering, MMS, VPOS Systems.
Support and service of Faxserver, Mail Proxy, Servers, LAN, Desktops & Laptops.
Database and Application support and service.
Good exposure to Helpdesk Management, User Management, Backup Management, Printer Management.
Server Performance Management and Performance Fine Tuning.
Documentation and Inventory of supported units and processes.
System Administrator, Mumbai
Site Incharge for IT Infrastructure for a leading Consumer Finance company.
Support and service for User Server, Application Server, Backup Server and AV Server.
Support and service for Desktops, Laptops, Printers.
LAN Support
Refurbished entire LAN network for about 75 systems.
Performed regular and timely reporting and maintenance charts.
Hardware Engineer, Mumbai
Field Support for Servers, Desktops, Printers and Local LAN
Advanced Diploma in Hardware & Networking.
Physics upto MSc Part 1