Padmanabhan Sridhar

Received positive Customer feedback on all Transition done from Global Infrastructure Transition Projects for timely completion.
Proven track record of managing culturally diverse teams and ensuring key talent retention and achieving resource turnover in my projects.
Contributed to delivery Process refinements and enhancements for Global Infrastructure Delivery Projects.

Organization IBM India Pvt Ltd, Bangalore, India

Position Service Integration Leader & Client Services Manager
Tenure Apr 2012- Present
Locations Bangalore
Customers Equifax US & Morgan Stanley - A Global Banking Customer
Technology Landscape Operations, Production Control, MVS, CICS, DB2 DBA, Storage, Endeavor Administration

• Single point of contact from India for all the mainframe service lines delivery.
• Strict adherence to SLA/SLO as per SOW.
• Maintaining the service quality & performance improvement of the service delivery for the client.
• Participate in the change advisory board meetings and drive the changes successfully and the major changes handled with rigorous review process.
• Resolving conflicts between delivery teams to give seamless delivery to the customer.
• Establishes a strong relationship with sending team and owns and drives IBM deliverables.
• Initiated the Defect Prevention Plan and Continual Improvement Plan which gave additional value to the customer.
• Lead the First Line Managers across the Service lines.
• Lead the Weekly Huddles with the delivery team and discuss issues of the previous week.
• Motivating & Helping the teams on their skill development, performance and ensuring accountability for results.
• Exposure to Compliance, PMR audits, Business Continuity and handled successfully DR many times.

Customers Coop, KF Kort, OKQ8, Riksbyggen, AGS, AWO, Frey & Kissel and some internal HP Customers

Technology Landscape Operations, Production Control

Responsibilities:

As a SDM I was handling 25 resources with 10 Customers along with Swiss Transition Project in Mainframe Technologies.
• Creating the Service Delivery Document / Service Delivery Plan / Service Management Plan documents for the new projects.
• Responsible, Oversee, Support and Coordinate the daily activities for a 7 X 24 Multi-Platform environment.
• Effectively Handled Scheduled & Unscheduled BCP, DR Drills and IPL.
• Performance Appraisal, Counseling, Mentoring the team. Conduct periodic team meeting and drive the issues to closure.
• Reporting to management about critical accounts and issues on daily/weekly/monthly basis
• Coordination with the client / support units in meeting the SLA without escalation.
• Without Deviation the ITIL Process were followed. Review & Approve the process and procedure documents.
• Internal / External Training Plan for the team related to technical and processes
• Excellent problem solving skills, good communication and interpersonal skills
• Drive Off-shore resource fulfillment in coordination with recruitment teams to meet the transition milestone requirements.
• Contribute towards knowledge Management of transition activities by handing over the project documentation, lessons learnt and analysis of Customer feedback.

Customer Handled - 14 customers - Square D, CPR, Capital One, AMEX, ABC, Hertz, Target & Lehman, GE, Qantas, Navistar, Westpac NZ, AVIS

Technology Landscape Batch Scheduling, Batch Monitoring and Endeavor Administration and Change-man Administration

Responsibilities:

As a Technical Manager was handling 40 resources with Steady State Projects (10) and Transition Projects (5) for Mainframe and Distributed Technologies.
• Sending Team Interlock related to Service Delivery if any.
• Client handling, find out & understand the requirements about new projects
• Responsible, Oversee, Support and Coordinate the daily activities for a 7 X 24 Multi-Platform environment.
• Handled Scheduled & Unscheduled BCP, DR Drills and IPL with staffs working from different locations with minimal issues
• Resource Management, Hiring, Schedule Training (Technical/Non-Technical), Team building, Knowledge Transfer (onsite/remote), Infrastructure setup, Define Roles & Responsibilities (space Allocation for the new projects and infra requirements) and take the project to steady state.
• Preparing the Training Plan as per the Client / IBM requirements
• Performance Appraisal, Counseling, Mentoring the team. Conduct periodic team meeting and discuss issues.
• Performing risk management to ensure project delivery within deadlines
• Reporting to management about critical accounts and issues on daily/weekly/monthly basis
• Coordination with the support units in meeting the SLA on service delivery without escalation.
• Ensure that ITIL Process is followed without any deviation. Review & Approve the process and procedure documents.
• Handled Internal and External Audits Successfully (ISO 20K, PMR, KCO)
• Process Improvement Plan carried out through - defect prevention and continuous improvement for different clients
• Review delivery issues with Principals, Escalated issues, Logistics and Key accounts delivery status.
• Analyze incident closures, enable internal team knowledge sharing and propose principal and internal trainings for technical resources.
• Manage and maintain a mix of skilled resources by providing the right leadership with rewards and recognition programs and de-risk attrition

Customer Handled 1
Customers - Pitney Bowes, Danbury, CT, USA
Technology Landscape Mainframe, Unisys, AS400, Tandem, SAP and Unix

Responsibilities:

• Transition done for 2 months with above technologies along with the technical team to USA.
• Transitioned a Multi-Platform Operations / Scheduling & Onsite / Offshore data center activities including staffing for Pitney Bowes Inc., which consists of 19 people which includes US Resources.
• Responsible, Oversees, Manage, Supports and Coordinates the daily activities for a 7 X 24 Multi- Platform (IBM Mainframe, Unisys, AS400, Tandem, SAP and Unix) Data Center
• Coordinated in setting up the infrastructure at Bangalore Data Center
• Resource management, Hiring, KT, Reverse KT and infra requirement and take the account to steady state.
• Participate and Coordinate in Disaster Recovery tests for multi-platforms.
• Interface with Management, Support Teams, Project Coordination, Vendors and Customers
• People Management: - Roles & responsibilities have been defined & shared for each level. Reporting structure has been defined and informed to individual, regular meeting with team members and team leader has been scheduled.

Additional Responsibility - Thames Water Project

• Coordinated in setting up the infrastructure at PUNE Data Center.
• Coordinated with HR in hiring process.
• Overseeing the offshore team in preparing all the technical and process and procedure documents

Customer Handled - Internal AXA - USA, UK and Australia Accounts

Technology Landscape Operations, Batch Monitoring

Tools Used MVS, TSO, Control M, CA7, Jobtrac, OPC

Responsibilities:

• Managed & Coordinated USA / AUS / UK Internal clients service delivery.
• Weekly IPL activities for 10 LPAR’s and Day Light Savings & Escalations.
• Participated in the escalation calls, preparing the Escalation Procedures.
• Infrastructure Setup, Configuration of Mainframe Connectivity.
• Preparing / Updating SOP and operations documents in compliance with Quality Processes, Induction Manuals
• Monitoring the performance of the staffs in day to day operations activities
• Supervise and manage the team effectively according to the roles and responsibilities. Managing and coordinating with the Manager and the Director of the Command Center in all activities.

Infrastructure Landscape - MVS, Operations

Responsibilities:

6 Weeks Knowledge Transfer at US along with team for a 12x7 environment on Operations.
Challenges faced: All team members are fresher and played managers role to bring them up to the operational need.
Managed 14 member team on a 12x7 environment on day to day operations including IPL
Prepare SOPs for the operations which include 40 LPAR’s of 30 different ACS clients.
Training new staffs
Involved in the Bridge call / Situation Management Calls for any Severity issues along with Situation Manager, DCM at US, On-call Personnel’s.

Clients - Internal Clients of CAI throughout the world
Technologies- Mainframe, MicroVAX, Unix, OPCC

Contribution:

Worked in the Asia Data Processing Center performing batch/console/system monitoring for 14 Countries.
Daily SLA met on day to day activities.
Perform first level problem diagnosis both in the operations & helpdesk.
Prepare daily and monthly reports.
Participate in testing emergency and contingency procedures.

Clients - IBM Singapore, Singapore General Hospital Singapore
Technologies - Mainframe, Control M

Contribution

Worked as a Team Member and Handling day-to-day data center operation in a team of 7 working in rotational shift.
Perform first level problem diagnosis and escalate to appropriate specialist.
Prepare Reports to the management.
Running the day-to-day batch jobs for all the 5 Major hospitals in Singapore.

Clients - Handling of All Singapore Government Department work Of National Computer systems
Technologies - Mainframe, Jobtrac

Contribution

Handled MVS operating system
Responsible for the day -to-day batch execution, online systems, print and network operations in the Data Center.
Operate the system consoles and resolve systems messages including IPL and DR.
Monitor the batch workflow and ensure conformance to job schedule
Managed the resources pool for media like tapes, cartridges and disks.

Clients - In house software development and computer operations
Technologies - Unix, MF Cobol, Foxpro

Contribution

Software Developed for Computerization of Inventory Control System.
The project was developed in MS-COBOL under MS DOS version 3.01 Multi-user systems.
Software developed in SALES ADMINISTRATION SYSTEM IN FOXPRO 2.0 VERSION.
Performing day-to-day computer operations work for sales system and simultaneously developed programming on COBOL and FoxPro languages on Adhoc basis.
Developed GRATUITY SYSTEM for staff and workers

Clients - In house software development and computer operations
Technologies - Unix, MF Cobol, Foxpro