Program Manager
Trimax IT Infrastructure and Services Ltd
Total years of experience :9 years, 5 Months
Key Skills
IT Infrastructure Management, Project Management, IT Operations, IT Strategic Planning as per ITIL methodology, Business Continuity, IT Security, Budgeting, Business Solutions, Cost Control, Customer support as per SLAs, Help Desk Management, Service Delivery, Vendor Management, Team Leadership.
Present Responsibilities:-
Working as Program Manager-IT in Trimax Infrastructure and services LTd over 6.5 years experience which including Managing IT infrastructure of the organization to ensure 24x7 availability and high performance for critical applications.
Manage Day-to-Day IT Operations and projects for Serco (Intelenet), Vodafone, Godrej, LIC in US, Delhi Mumbai & Punjab.
Server Management, Datacenter Management including Windows and AD, LAN and WAN, training and support, Security Management including Antivirus, Firewall, Access Management, Patch Management, Audit and compliance.
Prepare RFPs, scope of work reports, and other documentation for IT infrastructure projects.
Responsible to gather requirement from client and preparing functional and business documents.
Responsible for bridging gap between IT & business users, and creating a business review and documentation to full fill the requirement.
Telephony (handling Avaya, CISCO Unified solution, CISCO voice switches).
Coordinate with US client for IT security audits, Risk assessment, governance and compliance audit for site.
Work to control change, adjust the budget, timeline, and project scope to accommodate approved changes
Experience in leading and managing of technical (both in-house and outsourced) teams.
Managed ITIL based process management
Have experience in strategic planning and execution. Knowledge of contracting, negotiating, and change management, Vendor and SLA Management.
Identify opportunities for leveraging technology to improve, automate, and simplify business processes
Analyzing business systems, processes, databases, software and tools to identify inefficiencies and assess opportunities to improve performance of business systems.
Experience with implementation of IT core infrastructure systems and integrations in a large division company.
Responsible for IT Security for the site and ensure that policies are implemented as per ISO 27001, PCI standards
Evaluate overall operations of computing and information technology functions and recommend enhancements.
Advise senior management on strategic systems conversions and integrations in support of business goals and objectives.
Leading a Service Desk team of Level1 and L2 support with a team of 55 IT Engineers and 2 Team Leaders
Responsible for formulation and implementation of IT Budget - both CAPEX and revenue
Handle end to end operations of the Call Center efficiently and effectively
Leads the areas of IT Infrastructure requirements and solutions (business application technology), systems, networks and IT policies
Negotiates with vendors for bulk contracts, reviews and approves all agreements and supervises the procurement process for bulk orders of hardware and software
To coordinate with the identified vendors for timely implementation of the IT infrastructure and application projects. Working with the user departments for any enhancements in the existing applications used by them, scoping the new requirements.
To handle queries, escalations, issues on infrastructure and applications from various customers on day to day basis, coordinating with the support vendor, sustain IT applications team for critical issues, if any.
Achievements:-
Successfully Launched LIC 6 data centers within given time frame with all BOQ standards.
Twice time successfully Completed ISO 27001 with 100% compliance in External Surveillance Audit (ITSM) and appreciated from Site Head.
Handling 4 agencies (Chandigarh, Ludhiana, Jalandhar, Amritsar) and 20 retention agents.
Cluster retention planner.
Agencies selection and prepare bucket wise i.e 30, 60, 90
Planning and approved new plans from higher authorizes for retention.
Create MIS and Flash dashboards formats in Excel and Power point
Report to direct circle head.
Job Responsibilities
Prepare collection MIS for entire Punjab region.
Flash reports and Presentation to zonal heads.
Handling Lien and coordination from banks reconciliation.
Month end Punjab Branchs and Bank reconciliation.
Handling irate customers at front end and give proper solution for inconvenience (If any).
Handling Court matters.
Achievements:- Awarded best Team member for customer handling.
Bachelor of Arts [Graduation from Panjab University Chandigarh in yr 1998]