Director, IT Operations & Compliance
Layr Holdings Inc
مجموع سنوات الخبرة :20 years, 6 أشهر
A Remote Working Role on the Payroll of Remunance Services Pvt. Ltd., a PEO of Layr Holdings Inc., in India Partnering with clients, vendors and top management for evolving strategic IT vision, driving change, agile transformation, and implementing emerging technologies, aimed at taking enterprise system performance and productivity to the next level. Owning end-to-end set-up of IT Infrastructure, Applications, design and roll-out of New Technologies /Tools/ Automation Solutions, and the transition from manual to digital channels for successful outcomes. Focusing on the big picture and how all technical pieces fit together in terms of breadth and depth of IT Operations, deploying a target operating model that leveraged business enablement, reduced costs, and streamlined operations to ensure competitiveness in the global market
Significant Highlights
► IT Operations: Driving efforts for making IT Operations easier & and readily accessible for employees by designing & deploying new processes/ IT tools/ systems and streamlining existing ones.
► Reviews / Licences: Conducting Periodic Reviews of hardware/software allocation and licensing to ensure adherence to defined processes/ regulatory compliances, while monitoring the expenditure for licenses
► Cross-functional Coordination: Working with Internal Teams such as Engineering, Customer Success, Sales, Finance, and HR, Internal/External Stakeholders, and Global Remote Teams across the US, Europe, and Asia, for smooth IT operations
► CRM Support: Understanding pain points of the Customer Success Team and implementing tools that helped them with dynamic dashboard sharing with partners and customized branding for documents sent to customers via the CRM tool
► ITIL - Service Delivery Excellence: Steering continual service improvements and meeting of Service KPIs - C-SAT, TAT, SLAs. Guiding teams in troubleshooting technical issues, prompt Incident Resolution, providing round-the-clock support to end users, and ensuring business agility
► Team Leadership: Leading & mentoring team members. Facilitating onboarding, training, succession planning, career growth, empowering people to deliver their best
► Trusted Business Partner/Enabler: Garnering support for technology products/services that can help businesses do things better, achieving this via researching relevant products/services, creating & presenting Proof of Concepts (POCs)
Supported complete Software Development Lifecycle (SDLC) Implementations entailing AS-IS-To BE / GAP Analysis, Business Blueprinting, Documentation, Configuration, Testing (UAT), Integration, User Authorization, Go-Live, Post-Implementation Support and End-User Training. Guided teams in the adoption of Agile Concepts, Scrum Ceremonies (Grooming, Sprint Planning, Backlog Refinement, Retrospectives and Daily Stand-ups), improving quality, team productivity, reduced product backlog and timely project delivery Significant Highlights:
► Played a Client Facing Role in the Account Management Team for the Hilton Group, involved in the migration of their legacy PMS System to a SaaS-based HotelKey PMS System. Communicated with all the business stakeholders (internal & external) about the progress/risks, if any
► Gathered business requirements, developed and analysed functional specifications based on the clients business and technology needs
► Attended Daily Stand-Ups, created JIRA Cards for Backlog Items, prioritized client requirements and oversaw system upgrades
► Worked with the Product Managers to refine the User Stories and ensure delivery as per agreed timeline and quality
► Performed Functional Testing for HotelKey PMS Web App as part of the Assessment & Validation Process, identified bugs/ functional gaps, and conducted API testing using Postman for quality releases
► Configured and implemented New Client Properties, as per the agreed specifications and provided L3 Post Go-Live Support, which included Application Configuration, Local Interfaces setup like PBX, Wi-Fi, Call Accounting, etc.
► Created and presented Product Documentation for Client Implementation and Support Teams
► Provided the HotelKey Management with weekly updates on deployment status and deployment flow UML Diagrams
► Worked with Internal Teams spread across diverse geographies like the US, Macedonia, Pakistan and India
Managed Enterprise Operations. Chaired the Daily IT Operations Stand-Up Meeting between the Onshore and Offshore Teams for review & action on critical tickets, which helped the team focus on tickets requiring immediate action and provided the Management with valuable updates and reports Significant Highlights:
► Hired & Onboarded 30 Members Multi-Functional Team to successfully set up the NOC Operations to provide support for Claims Processing Teams based in India and the US. (Team comprised of Applications Support, IT Infrastructure Monitoring, and Data Operations Professionals)
► Transitioned IT Operations from an outsourced partner to an internal team and commissioned 24x7 support operations
► Facilitated the automation of Daily Batch Jobs, which helped eliminate human error and saved 8 man-hours per day for the Data Operations Team
► Monitored and ensured adherence to the Incident Management Process, for effective round-the-clock support
► Devised & managed the Monthly Shift Roster; recruited 1 contingency resource as a substitute for coverage gaps during unexpected situations
► Ensured Strict Compliance by maintaining Licensed Software in use and implementing IT Security Policies
► Organised regular Training Programs and Interactive Sessions for the India Data Ops Team to help them effectively understand the changes in Client Processes and Data Processing Techniques for the best outcomes
Led a team to effectively manage IT End-User Support Operations for the Fashion House with 170+ Retail Stores, 3 Regional Offices, 2 Warehouses and a Corporate Office covering a user base of 1000 Employees Significant Highlights:
► Oversaw set-up of IT Infrastructure for New Retail Stores including provisioning & support for POS Machines, Laptops/Desktops, CCTV, DVR and UPS Systems. Facilitated training programs to ensure a better understanding of IT Services & utilization by end users
► Ensured Daily & Weekly Backups of Retail Store POS data to a Cloud-based Storage
► Implemented the Sapphire Ticketing Tool for efficient reporting, logging, and management of IT Issues/ Incidents
► Drove standardization of hardware used across the organization resulting in improved end-user support
► Reduced the IT Maintenance/AMC Costs by 26% by consolidating the IT & IT FMS Providers for PAN India locations
EARLY CAREER EARLY CAREER
Team and won the AAA Award for providing excellent End-User Services Support. Implemented the Managed Print Services by consolidating several Print/Scan/Fax Devices, resulting in 40% cost savings. Migrated 2400 Desktops & Laptops to Windows 7 across the South Asia Cluster
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