Information Security Manager
United Arab Shipping Company
Total years of experience :34 years, 11 Months
Role: • Establish and maintain a system that fosters appropriate, demonstrable, and coordinated security policies, procedures, and practices that are compliant with related law, regulation, policy and professional standards. • Establish and maintain a system that fosters appropriate training and awareness related to information security. • Establish and maintain a system that fosters the routine use of risk assessments and risk management planning related to the information security features of systems, networks, and related administrative activities. • Work closely with related business units to ensure that the information security environment is well coordinated. • Ensure that security is factored into the evaluation, selection, installation and configuration of hardware, applications and software. ACHIEVEMENTS: Completed the creation of Initial set of policies, standards and procedures in line with ISO 27001 Initiated the discussion for creating the Information Security Forums Initiated the discussion for increasing the maturity of the Information Security level
Role: • Designing, Developing, Implementing & Maintaining a robust, resilient and scalable Infrastructure for the ERP application, along with the processes and procedures that are required to sustain the environment and ensure that it’s available to the users 24*7. • Defining the SLA & Governance requirement and setting up the monitoring & reporting of the SLA Commitment. • Vendor Management and Mitigate the risks associated with vendors, their products and services. ACHIEVEMENTS: Completed End to End Process for evaluation of Outsourced Vendor, Implementing the Design and operation of the same with defined metrics Consolidation of Servers using VMWare in Dubai and Chennai which resulted in a savings of $2mn on the Hardware & Software Defined the SLA & Governance requirement and setup the monitoring & reporting of the SLA Commitment Implemented Data De-duplication for faster backup and replication Defined and setup the Change Management and Release Management Process Defined and setup the process for Data Center Operations Implemented a new Monitoring Tool (OPNET) for monitoring, identifying cause of application / hardware issues which has helped the organization to pin-point the root cause of the issue
Role: • Implementing and Maintaining a robust, scalable Infrastructure for the OSS / BSS application, setting up the help desk, along with the process and procedures that are required to sustain the environment and ensure that it’s available to the users 24*7. • Setting up the IT Infrastructure in the offices across 33 locations. • Defining the SLA & Governance requirement and setting up the monitoring & reporting of the SLA Commitment. ACHIEVEMENTS: • Rolled out the New Office in Bangalore, Mumbai HQ, Mumbai Offices, Kolkatta Offices in terms of Vendor Management for Installation of WAN Links, Telecom Links & EPBAX, Servers & LAN Connectivity, Support Process • Team Building & Support Processes • Defined the SLA & Governance requirement and setup the monitoring & reporting of the SLA Commitment • Successful Implementation of the Data Centre within a record time of less than 6 months: Installation of the SUN Machines, Intel Servers, Storage at the Data Centre Configuration of the SUN Machines, Intel Servers, Storage at the Data Centre • Installation of the Security Equipments like VPN Concentrator, PIX Firewall, Checkpoint • Complex Configuration of the Security Equipments like VPN Concentrator, PIX Firewall and Checkpoint
• Delivery of IT Infrastructure Services
• Defining IT strategy in alignment with affiliate and area priorities and goals
• Developing Business Continuity Plan
• Review of IT strategy and IT business plan.
• Team management, including budgets, spending, holidays, training and appraisals
• Define and manage processes / procedures for user support and team operations
• Monitor adherence to policies
• Assist in identifying possible new technologies for use within firm and testing / deployment
• Testing / playing with new technologies to assess compatibility / effectiveness
• Constant interaction with regional and global IT team for alignment and seeking support.
• Responsible for Infrastructure, Test Center & Technical Support Teams
Core Routers: 1, Remote Routers: 3
Internet Link: 2
Inter City Links: 4
Servers: 6
• Backup and Capacity Planning
• Manage the Infrastructure at all locations and upgrade the equipments wherever necessary
• Setting up of a Testing Center as per the Requirement of NOVELL Inc.
• Vendor Management
• Provide guidance and coordination for IT customer support issues
• Recruit and manage all staffing personnel (regular and contract)
• Build and maintain a proactive partnership with all other departments, and define, enforce and maintain communication circuits, delivery processes and documentation support that will assure the success of the Technologies Team in its role and responsibilities.
• Laptop reconciliation
• Inventory reconciliation
• Staff Retention
• Team Building
• Support Processes
• Asset Acquisition Process
• Increased level of Staff & Management confidence in IT
• Prepare a business case and proposal for implementing a Solutions Support Center in India.
o Determine what infrastructure setup is required.
o Determine solution support needs such as servers, CM of fixes, etc.
o Determine client access requirements, if any.
o Determine communication channel for network access.
o Determine team makeup for estimated call volume
• Establish seamless processes with Software AG Support and Professional Services
o Determine tools needed for issue tracking, call log management, and configuration management as required.
o Create a process of how issues are handled including baseline configuration management of fixes.
o Determine interaction and issue tracking with current Denver support processes and tools
o Determine interaction with level 3 support in US involving those individuals who delivered the solution to the customer.
o Determine process for handling fix delivery to end customer
o Determine process for solution baseline configuration management
o Define escalation process.
o Define ‘after hours’ process.
• Identify training needs for team and development of their skills for career growth
• Effectively work with R&D, Sales, Professional Services, and SSM’s to communicate, package, prioritise, and coordinate a plan for resolving product/solutions issues.
• Ensure that SLA commitments are honoured and continuous improvements are made every month
• Ownership and management of customer satisfaction including performing root cause analysis and corrective action.
• Development of team’s skill (technical and non-technical)
• Effective Management of personnel issues
• Ownership and management of customer satisfaction tools and process.
• Business management of ongoing metric analysis and resource allocation, budget management, etc.
• Effective implementation / roll out and ongoing improvements to the process & procedures.
Responsibilities:
- Leadership & Strategic Planning for support in Western region
- Maintain a highly competent team to support the Technical Support Mission
- Manage customer services and technical support specialists to ensure efficient, effective response to questions, product problems, and other customer needs.
- Manage pre-implementation specialists and prepare for onsite training and implementation.
- Manage all personnel issues including hiring, firing, formal personnel reviews, and promotions.
- Establish performance metrics and management reports that track product and service quality and process and personnel effectiveness and efficiency.
- Establish and manage training programs and competency reviews for staff in the following areas: technical support communications, diagnostics, and product competence.
- Coordinate open issues with Third Level team/Management and Vendor to ensure speedy resolution.
- Man-power and Spares planning for current & new projects
- Ensure that the department provides the required TAT as committed to the customer.
- Implement Processes/Procedures for better utilisation of the resources and infrastructure
- Ensuring that minimum spares are maintained in Mumbai
- Coordinate with Cisco/Nortel/Cabletron for support related issues
- Project Management for big orders to ensure that end to end it is mapped and completed
- Supporting Customers like TracMail, MBT, Mastek, Efunds, GNP for their infrastructure which included Cisco (Routers, Switches, firewall), Cabletron Switches, Nortel (PBX & Passport).
Accomplishments:
- Completed Manpower requirements and it’s approval by the Management
- Implemented Process and Procedures for Implementation, support and escalations.
- Built-up a team to enhance support and service.
- Gained the confidence of the Management.
- Single point of contact to Taj and NetSol
- Ensure that the Network is monitored and downtime reduced during the Service Windows by the team
- Responsible for 73 links connected through Nortel routers (ASN, ARN & AN)
- Adherence to SLA and meet the expectation of the Management
- Proactively fine tune the router to ensure that the backup links are working
- Mobilize the shared resources to maintain the uptime of the links
- Inventory Management - Ensure equipments are covered under warranty/post warranty
- Coordinate with NetSol and Nortel to get the equipment replaced or repaired
- Weekly and monthly reports to NetSol as well as to Customer
- Keep track of Change Control process
- Payment follow up to ensure that payments are made on time Leased lines and ISDN.
- Escalation of issues within the team, Department and the Customer
- Ensure that the documentation is kept up to-date.
- Man Management and Resource Management to maintain the Service Window during holidays
- Regular contact with the Vendors for timely support and AMC.
Accomplishments:
- Completed the documentation for the FM site
- Completed the Circuit & Router Built-up Diagram for all the site
- Identified problem areas and resolved them within two months
- Ensure that there’s at least one process improvement every month
- Received compliments from the customer for the service provided
Responsibilities:
- Manage the Technical Infrastructure(Data Centre, Technical Support & Help Desk)..
- Establish standards for Network & Support by having Process & Procedures.
- Case Study for setting up Customer Support/Technical Helpdesk at Kolkata.
- Manage the Call Center/Help Desk for quality Service
- Evaluation of Help Desk Software
- Evaluation of Network Management Software.
- Standardise the office setup(Workstation & Servers)
- Ensure Service Delivery is maintained as per the agreed SLA.
- Increase the trust & confidence of the users in the IT Department.
Responsibilities
- Key Account management of the Corporate Customers in Dubai, with Support base of 3500+ PC’s, 800 Printers(Laser Jet, Desk Jet), 65 NT Servers, 25 Exchange Servers, 25 WAN Links connected by CISCO Routers & Frame Relay Links.
- Provide first & second level support to all LAN Customers for network connectivity and office Applications(Word, Excel, PowerPoint, Outlook) across 12 locations.
- NT Administration of 65 NT Servers
- Exchange Administration of 25 Exchange Servers.
- Virus detection and escalation.
- Create procedures & processes for better support to the Customers/Clients.
- Provide first & second level support to a Customer base of 800+ Users who are accessing the Corporate Network remotely.
- Provide first & second level support to 300+ applications built in-house using Visual Basic & Oracle forms.
- Ensure that SLA's which are set with the Business Units are maintained and follow-up on those which might cross the SLA.
- Manage the staff reporting to me and to ensure that tasks assigned to them are completed within the timeframe mentioned to the satisfaction of the Customer community.
- Coach the new Staff joining the section on the tasks being done and how to go about doing those task, guiding them through a series of orientation and in-house trainings.
- Alerts from Network Management System were monitored proactively for resolution of faults, so as to prevent downtime for the Customers.
- All issues were to be resolved in a timely manner and the customers were updated on the status.
- Update the IT Managers on the unplanned down time, which affected the business units through the Daily and Monthly Priority Reports.
- Ensure that Team members follow the procedures and processes set by the section management.
- Accessibility to Service Desk to be maintained at more than 95%.
- Customer complaints had to be attended to and resolved within the timeframe specified
- Faults which are escalated to the 3rd Level Team/Vendor were resolved in a timely manner and if not, highlight the same to the Management.
- New systems to be taken over with adequate training for the staff supporting it and the required tools.
- Documentation was available as per the standards set for the systems supported.
- Qualitative reports were provided to the Management on the faults received grouped by locations/systems/resource, so as to ensure that recurring faults are rectified and resolved.
- Co-ordinate with third level support team & Management in the case of a disaster and keep the customer community updated on the progress of recovery.
- Co-ordinate with local PTT & SITA to resolve recurring line/link related faults.
Achievements
- Accomplished the task of ensuring that more than 50% of the calls received are resolved in one hour.
- Accomplished the task of ensuring that more than 65% of the calls received are resolved at Helpdesk.
- Minimized the no. of complaints being received, by giving prompt Service to the valued customers.
- Successfully undertook the support of Critical Application- Al Maha, by getting the support documents and provided quality support.
- Successfully undertook the Y2K Roll-over process, without any disruption of Services.
- Successfully migrated the users from Novell to Microsoft Windows NT.
- Gained the confidence and the trust of Section Management and the IT Management.
Responsibilities
- First level of diagnostics/trouble-shooting for Application software / Hardware problems on LAN workstations.
- Analyzing, identifying and providing technical support on all IT related products for the Emirates Group and the commercial clients with UAE and Gulf Region
- High productivity by ensuring problems is resolved to the satisfaction of the customers with minimum downtime
- Providing on the Job help & advice for customers to enable them to exploit the features of the software's on which they are working.
- Troubleshooting the customer's problems through Lansight.
- Connecting top Company officials to the Corporate LAN through Remote Access Software and configuring the workstation and the modem for this purpose.
- Creating and maintaining on-line and hard-copy documentation.
- Installing hardware for linking PC's to Host Sites through Modems and Line Drivers. Setting up Packet Switching Exchange for connecting customers to enable them to access the global database.
- Configuring Modems and connected Comms Equipment's.
- Interaction with Etisalet & ISTC, in regard to failures on the modem links.
- Interaction & liaising with Sections within IT on issues pertaining to intermittent problems faced by customers and follow-up until the problems are fully resolved.
- Execute scheduled projects after doing the necessary ground-work.
- Prepare weekly/monthly reports.
- Ensure proper escalation procedures are followed during major outages.
- Monitor and improve the quality of service given to the users/customers
Accomplishments
- Designed & implemented methods and procedures for enhancing help desk operations to provide consistent and reliable support to end-users.
- Checked the Help Desk Automated System Database for recurring problems and the reasons why such faults are happening and educate the customers on how to avoid such errors.
- Constantly keeping track of all the new systems coming in the company and updating colleagues on such systems.
- Reduced the number of calls being registered by the customers by giving them a check-list of what to do when they face any problems.
- Providing Quality reports to the Management and other departments.
- Gained the confidence and the trust of Section Management.
Responsibilities:
- Technical and Operational support for PC users.
- Installing PC software's viz. Microsoft, Lotus, Arabic Software, Utilities programs and all applications in use by the Company.
- Installation & Upgrade of Antivirus software like Mac Affee, Norton and Red Alert requirements.
- Configuration of Application software's in the case of printer installation or replacement.
- Interaction with Vendors for software upgrades/problem assistance.
- Recovery of data and investigation in case of virus attack.
- Data transfer (in the case of PC replacement/Hard disk upgrade).
- Installing & Configuring of Sound Blasters, Fax card modems, Multi I/O cards, Hard Disks, Floppy Drives, SIMMS etc.
- Data Conversion (from one package to another or from one operating environment to another).
- Survey to justify the needs of the users for their hardware and software requirements.
- Recommendation/Acquisition/Study/Installation of PC software other than company standard software's for specific user requirements.
- Survey to justify the requirements of the users in cases of non-standard hardware.
- Program promotions on standalone PCs & LAN Servers.
Accomplishments
- Developed a good rapport with users.
- User confidence that a certain job entrusted will be done.
- Confidence and trust of the Management, in dealing with top company Officials.
Passed with 62% marks. Minor subject was Computer Science