Delivery Manager -IT IS
MNC
Total years of experience :27 years, 9 Months
The Growth Ladder:
Dec ’07 - Nov ’10 -Associate Operation Manager -CISCO
Dec ’10 - Feb ‘12- Operation Manager - Global Shared Services
Feb ’12 - May‘13- Service Delivery Manager -Retail Customers, UK & ME
May’13 - Till now- Service Delivery Manager -IME Customer, USA
Achievements:
• Driving Team Towards Success -From CIO-Allegis, USA, 2013
• ITIS Tech Wizard for Technical Excellence - Cognizant, 2010
Job Profile: Delivery Manager for IT infrastructure consisting of 5 UK, Middle East Retail customers and IME customers in US
Job Profile :
50+ technical resources supporting customer environment consisting of Data & Voice Network (WAN/LAN/Security UCCX UCCE and IP Telephony), Platform and Data Center services (Servers: Unix, Windows, AIX, Solaris and Linux) support with the service lines of Exchange, AD, BES, Database and Unified messaging platform.
• Lead and manage a team of 50+ people (Team comprises of ITIL service coordinators, Service Desk, problem/change and Incident managers and Service Leads) to delivers world class IT Services including Service Desk, Remote Server monitoring, Network, Server and Infrastructure Management.
• All the delivery aspects of Offshore, Delivering service that meets SLA and delights the customer.
• Achieving productivity improvements and CSAT through Best in Class, CSI, SIP, STP and FMEA
• Development of Delivery guidelines, standards and procedures and Audit compliance.
• Weekly reviews with Tower Leads and stake holders from Account Management and Vertical teams.
• Drive and coordinate crisis management.
• People / Team / Resource Management responsibilities. Encouraging innovations and good ideas.
• Creating a positive environment through personal leadership. Develop technical talent and leadership in the team.Performing job assignments, performance appraisals and motivate team to achieve their goals.
• Ensure all supporting processes are adequate and continuously improved. Associated policies and procedures are maintained, and effectively communicated.
• Ensure that all service level metrics are met or exceeded indicating sufficient levels of service for customers.
• Drive/participate and coordinate audit readiness.
• Provides effective communication to steering committee, senior management, process owners, and customers.
• Managing Fixed Price and Time & Materials engagements and respond to new work order and RFP.
• I have an Onus of P&L of project .Deliver the committed Revenue month on month basis and Delivery KPI’s.
Supporting CISCO ROS customer’s unified messaging platform environment for 70+ customers through RIM with 20+ technical resources . Involved in overseeing the activities pertaining Implementation & Support for Cisco IPT and Network Infrastructure of CISCO customers in North America.
•Troubleshooting of LAN/WAN and Data Center Infrastructure
•Single point of contact for all delivery issues and escalations
•CISCO Unified Communication Manager, Unity, Presence Solution and Operation Support
Initiative Taken:
1.Saved IT operation cost by removing Rogue IP phone and reuse.
2.Improvement in Notification to stack holders during Crisis management / high Priority case /BCP by providing status through SMS gateway in periodically .
3.Build competency for Unified Communication in Cognizant.
4.Reduced Cost of Delivery and Billing leakage. Cross skilled the associates for different tech which reduce FTE and resource fulfillment for new requirement
5.Automate reporting tools for use in business management.
6.Initiated and formed core CAB team to any changes will approved by me ( Change Manager ) which resulting very less escalation and 100 % success in change implementation.
7.First Level Resolution improvement plan
8.Formatted New MACD Template for quick turnaround time
9.Initiated to formed Problem management team.
Project Corporate Support Group (CSG)
Role Technical Consultant -Enterprises Support and Services-Dubai, IND & UK
Job Profile:
Technical Consultant Enterprises Support and Services with strong combination of technical and project management skills .Extensive experience in the Data Center, Server and Network Management . Manage Team Size - 6 to provide 24x7 supports.
• Independently managed the Administration of Win2K - AD, DNS, DHCP and EX2K Server.
• MS Exchange 2000 server and Windows 2000 AD Administration.
• IT Infrastructure implementation for customer .Maintain and troubleshoot DC LAN & WAN related issues.
• Implementation and administration of Blackberry Server 3.6 and 4.0
• Played a key role in managing the activities pertaining to VOIP Administration entailing CCM, Unity and IP Phones.
• Instrumental in managing the Installation & Implementation of CCM V 3.3 & 4.0 and Unity Server V3.1.
• Holds the credit of upgrading the Cisco Call Manager from Version 3.1 to 3.3.
• Managing Cisco Voice network, Cisco IPCC for Call Center and Troubleshooting IP Telephony issues.
• Security manager for internal customer to review and implement Group policy , Hardening and compliance
• Good knowledge on Security suit for messaging viz., Barracuda, Ironport, Trendmicro.
• Knowledge on HP servers / Dell Servers / IBM servers
• Good knowledge on File and print servers and Knowledge on Different Backups Technologies.
• Coordinated with the resources and maintained the expected SLAs for all the customers.
Client : Storage Tek & Hunter Douglas, UK
Project : Network & IP Telephony
Designation : Technical Consultant
• Played a lead engineer role in managing the activities pertaining to VOIP Administration entailing CCM, Cisco Unity and Cisco IP Phones.
• Instrumental in managing the Installation & Implementation of CCM V 3.3 & 4.0 and Cisco Unity V3.1.
Client: Emirates Bank Group, Dubai
Project: BlackBerry and Windows Security implementation
Designation: Technical Consultant
• As per CIS security benchmark for server hardening, Group Policy created and Implemented in 250+ windows production servers without impact.
• Implemented Security policy in Blackberry for mobile data communication for entire Bank
• Implemented IT Policy and applied all Blackberry devices to achieve high level secure without downtime.
Initiative Taken:
1. Saved cost AED 80K per every year IT operation cost during Audit cycle
2. First Level Resolution improvement plan
3. Setup POC for open source Asterisk platform to provide high end and low cost in delivery
Achievements: Recipient of “IT - Best Performer” P&O Ports awards.
Managed team size of six and provided 24x7 supports for Port IT Operations. Administration and troubleshooting the network devices, Servers from NOC for all domestic offices in India .Ensue SLA met for Incident Management Change Management.
• Win2K Administration: AD, DNS, DHCP and Exchange 2K Server.
• Coordinated with the resources and maintained the expected SLAs for all the customers.
• Trend Micro Enterprises Anti Virus administration and BS7799 security policy implementation.
• Designed Backup Strategies (online (24*7)) and automated using Legato Networker for Server and desktop.
• Providing 24x7 technical support for internal users and management of Datacenters across locations. Monitoring Cluster Server Performance, SAN and DRS Site.
• Planned for disaster recovery to re-establish in case of Oracle database or any major failure .
• Performance monitoring and designing of networking (LAN / WAN / WLAN) connectivity including RF and Radio Terminal devices.
• Configuration and Administration of Cisco Call Manager 3.1, Unity 4.0 and IP Phone
• Cisco network support (Router and Switches).Manage and support of Cisco Voice Gateways
• Implementation and troubleshooting of Trend Micro products like Office Scan, Server Protect, Scan Mail for Exchange and Inter scan Web Manager
• Manage and design of Sparcs and Express Servers for Port Operations .
• Monitoring and testing DR Site as part of BCP
♦ Managed a team of L1engineers, providing technical support for internal users and management of Datacenters across locations of SANMAR group of companies
♦ Performance monitoring and designing of networking (LAN / WAN) connectivity
♦ Win2K Administration: AD, DNS, DHCP and Exch 2K Server
♦ Designing HP Servers / Windows 2000 servers support
♦ Troubleshooting of all the Servers, Desktop/Laptop PC's and Printers problems
♦ Installation and configuration of Windows NT Server and Windows 95, Windows 98
♦ Providing Technical Support for our all clients and Troubleshooting of all the Servers, Desktop/Laptop
♦ OS: Windows 95, Novell Netware and Windows NT Server
First Line Business Systems (P) Ltd, Customer Support Engineer, Coimbatore, India, (Feb 96 - Dec 96)
♦ Support and Troubleshooting of the all desktop PC's and printers like Zenith, Compaq, HP and etc.,
♦ OS:MS-DOS, Windows 3.1,
♦ Perusing MBA, ICFAI University
DB Administration on Oracle From Jan 97- June 97
♦ Bachelor of Engineering (ECE), University of Madras.