Associate Director IT (India IT Head)
CWT
Total years of experience :19 years, 10 Months
Head of IT Operations for CWT India reporting to the Regional IT Head & CEO India.
My role encompasses:
Head of IT for India having offices in 6 cities - Gurgaon, Hyderabad, Pune, Bangalore, Mumbai & Chennai across all IT streams; Infrastructure, Network & Voice Services, Security, Engineering & Architecture and IT Service Desk.
As part of India leadership team work closely with all department heads, take inputs & make IT services in line with business needs.
Part of Regional IT leadership team participate meeting for new IT initiative, Global / regional alignment of IT operation across APAC.
Team / people management of 13 employee, responsible for employee engagement, personal development, performance review & hiring staff in IT.
Implement ITIL framework in IT operation, service improvement for IT services, in line the IT service with the business needs.
Gatekeeper for the IT Production environment. Chair and coordinate the weekly CAB meeting for all IT Production Changes for whole APAC.
Carry the Regional IT Service Delivery head role as well as backup of APAC Service Delivery Head, this includes the APAC Countries - Singapore, Philippines, Thailand, Indonesia & Australia.
Oversee Incident trends from Global Service Desk through weekly reports. Identify trends and drive management decisions.
Problem Management - Drive root cause resolution for all major outages and service degradation.
Project Management for all local & regional IT projects.
Capacity, Availability, Demand and Service catalog management.
Partner with 3rd party vendors for all end user devices; Desktop, Laptops, Thin Clients, Mobile and collaboration devices, A/V devices and Conferencing solutions.
Maintain a Standard Operating Environment with Software and Hardware life-cycle management.
Own and Manage India IT yearly budget. Monitor P&L, variance of actual vs. budget and inputs for financial planning.
Evaluate, recommend, implement and drive adoption of new technologies.
Responsible for IT Infrastructure in India which includes several local application hosting servers, VM Ware Infra, HP storage SAN, Network setup (Routers, Switches, Firewall etc). Voice setup (Cisco VOIP, IPCC as well as AVAYA setup).
Setup a DR site (Hot BCP Site) as project & than keeping this site UP & running.
BCP site readiness assurance with all application & data 100 % availability.
IT Service Desk for India GSC & Corporate Office as well as for Hotels across India.
Managing IT team of 8 members, people management, team building, employee engagement, motivation & Performance review.
Maintain the stakeholder expectations with regular meeting, All Departments heads in office were the stakeholders.
Manage several local & Regional projects. 3 major office movement projects I lead & completed with no disruption to the operation. 1 DR site setup at new location.
Regional project management, few technical projects like LANDesk deployment for all APAC countries (India, Singapore, Thailand, Japan & China), Network monitoring system setup for all hotels across APAC.
Implement new technology as per global project.
Participate in business transition project from IT to ensure smooth process transition from AMER & EMEA.
Working as Desktop support engineer at client site (Head Office of Max Healthcare India).
Providing desk side technical support to end users at back office. This includes OS, Applications installation & troubleshooting. Incident management. Reporting & IT services monitoring.
System engineer for the IT setup in organization.
Roles & Responsibility:
Managing all computer's hardware / software for computer lab, Cyber Cafe, & in office.
DOEACC 'A' Level is Advance Diploma in Computer science which is equivalent to 3 Three Bachelor degree in Computer Science.
DOEACC 'O' Level Qualification is recognized vide Govt. Of India Notification 43 dt 01/03/95 as amended vide Notification 49 dt 10/04/96.