Head of Managed Services
Jocata Financial Advisory Ltd
Total years of experience :11 years, 10 Months
Significant Accomplishments:
• Increased revenue of 4 Cr for the FY 22-23, ARR of 7 Cr for upcoming year 23-24
• Successful in achieving 99% Uptime of the Infra, and 97% CSAT on optimal TAT from the Support
Center.
• Successfully migrated the On-prem Solutions of our LOS systems to AWS setup within 6 weeks.
• Successfully reduced TAT by 40% towards RTM.
ABOUT ME
WORK EXPERIENCE
• Introduced incident monitoring tool “Configurable Portal” for real-time data/logs analysis and
Masterfile control; contributed to reducing incidents by a staggering 60%.
• Drove rigorous efforts consistently to ensure 99.95% application availability for customers.
• Spearheaded development, project management, production support& database coordination for
Banking & NBFC client
• Rendered strategic direction & support for Service Delivery/Production Support for renowned banks.
• Heading the Managed Services Vertical along with Being the primary SPOC for Clients on Delivery
Vertical in Organization Which includes Project Delivery attributor developments and Support.
• Created and documented multiple alerting and monitoring systems using Best-in-industry tools. Which
leverages to lower the Risks of Security and Infra related Incidents.
• Improvised the Monitoring of development and maintenance of project/release schedules, Agreed
SLAs, and KPIs.
• Having identified areas for service improvement and implemented strategies to enhance the quality
and effectiveness of services provided.
• Managing the performance of the service-delivery team, including hiring, training, and coaching team
members to ensure high levels of productivity and quality.
• Client Relationship Management: I have built and maintained strong relationships with clients,
including regular communication, feedback gathering, and collaboration on service improvement
initiatives
• I am Involved to create a budget for the service delivery team, including forecasting, tracking, and
reporting on expenses and revenue
• Responsible for identifying and managing risks associated with service delivery, including developing
and implementing risk mitigation strategies
• Managing relationships with vendors and third-party service providers, including negotiating contracts
and monitoring performance
• Overall, playing a critical role in ensuring that clients receive high-quality services that meet their
needs and exceed their expectations.
• Responsible for Managing Infrastructure for FINTECH SaaS based PLATFORMS, involved in Managing Infrastructure Projects along with Change / Releases for Loan Management Products based solution for multiple customers.
• Established in setting strategic decision making for various RFC’s, RAB’s, CAB, SOC 1 & 2 Audits.
• Collaborating with multiple Project teams, CISOs’ and Service Management Team for production Releases and creating Process and Procedures improvements drive efficiency in building better Release Roadmaps and Milestones.
• Implemented tools for Access Management (PAM), Automation Deployment, Monitoring, Alerting and Service Management.
•Developed OOB CI/CD Pipeline design and methodologies which included Automation, Reporting, Alerting, Automation Deployment Techniques of CI/CD on UAT/Pre-Prod/Prod Environments.
• Working Jointly with Project teams, Architects, Datacenter teams to build and maintain a sustainable Infrastructure setup (DC/DR/BCP).
• Setting up Business Guidelines for Project projections and Business needs as per the MSR review with customers.
• Facilitating in driving customer focus objectives.
• Driving and empowering the Change Management Board, Concluding Audit Programs,
• Building process model for New Customer Onboarding into our LMS and LOS systems.
• Worked as a SME in identifying Environment enhancements programs. Evaluation and Execution of new Tools POCs and SOWs.
• SPOC for All escalations related to Leading Investigations, Risk assessments, Providing RCA and Remediation towards Impact assessments.
• SPOC for driving Cloud Solution in a Hybrid Model based on our Product design and architecture based on (Microservices and API’s)
• Responsible for Cluster Management on DC and DR sites, Administrating Hadoop Cluster for Data Mining, PAM tool, Monitoring and Alerting Tools, Ticketing Tools
• • Managing Implementation, Testing and Support Teams.
• Overall Control on Product and Project management.
• Responsible for overall Costing, Estimation and Budget planning of Projects.
• Monitoring and forecasting actual estimation based on Project status of completion.
• Driving End to End Requisition of Product phase from Blueprinting till Go-Live phase.
• Managing and Driving Implementation of the Product categorization, Creating Test Cases and Setting up Support Function Formulation towards Customers.
• Responsible for End to End Delivery of the Project Setup for different customers.
• Setting up Service Management standards, processes, and tools for Go-Live Projects.
• Ensures Service Management processes fulfil business requirements and are sufficient to deliver the required Service Levels Agreements and Contracts.
• Strategic Change and Program Management accountability for the delivery of Transformation programs to deliver the IT Service Strategy
• Setting up ITSM roadmap, implementation, and continual improvement in support of the Service Processes and Controls
• Servicing an overall commercial account worth £2.2 Million for Different Customers in Australia and New Zealand.
• Created new Processes to implement faster delivery of Project Execution and Service Management Environments for production projects.
• Provided and Executed to Break through between People and Process barrier.
• Managed in moving from Waterfall to Agile methodology.
• IT- Infrastructure and Service Operations Including Incident, Problem, Change and Release Management, Client and Stakeholder Management.
• DevOps implementations, Infrastructure Migration.
• Security and Compliance Governance Auditing.
• Agile Framework implementation and In-house Process setup.
• Stabilizing, Automation, Cost reduction and high Productivity within project/teams.
• Project System and team transformation towards DevOps.
• Implemented Cloud based infrastructure setup (AWS, Microsoft Azure)
• Executed monitoring tools and improved automated infrastructure components.
• Supported SaaS projects and automated project workflow services using UIPATH. Which helped to reduce manual process turnaround time from Hours to Few Seconds.
• Creating Monthly, Yearly Report to Top Management on various aspects related to Service Operations Roadmaps, Deliverables, CSI, and KPI’s.
• Coach, facilitate, solve work problems, and participate and driving towards Project goal for the entire teams.
• Managing technical issues and functional processes by working as Scrum Master.
• Addressing to major incidents and escalations as a part of response team.
• Client Interaction on understand data requirements for individual projects.
• Supervising major incidents are validated and progressed in accordance with SLAs aligned to Incident priority and status, based on business service requirements
• Analysing project scope, project requirements, and time and skill level requirements; furnishing metrics to management regarding project health, efforts and defects.
• Developing daily project progress charts, excel reports and PowerPoint presentations for senior management.
• Collaborating with the change management team to execute and implement the change in the current process; following-up with external/internal teams and business units, helping team members in checking the bandwidth.
• Conducting disaster recovery (DR) activities in every quarter-end, examined share point for production and DEV environments; rendered support to R&D teams in installation, configuration and administration of AIX/Windows Server /Solaris 9/10.
• Regulated system assembling and software installation, established and managed user accounts in UNIX/AIX/Windows, and assisted in installation, up-gradation, configuration and deployment of the same.
• Presented scripts for automation of tools; scheduled back-up jobs and performed administrative roles for tuning application on production environments.
• Established RBAC, ACL for the users performing various task in terms of development and regulated production, QA, maintenance servers.
• Performed task under ITIL by working with various teams to enhance the environments.
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