Head Of IT
Rak Insurance
Total years of experience :21 years, 7 Months
▪ Designed, developed and executed the Digital transformation and automation strategy within the organization.
▪ Successfully planned IT Budget forecasts and managed spending and allocation in line with Organization goals.
▪ Spearheaded Total IT infra modernization including Hyper-V deployment, SD-WAN, 2FA, CBS etc.,
▪ Executed a multi-pronged security strategy to detect, prevent and eliminate cyber security threats.
▪ Initiated design and development of a state of art modern workflow with end-to-end automation.
▪ Designed and implemented a hybrid cloud DR using Microsoft Azure DRAAS.
▪ Successfully implemented a low code platform to speed up modernization of legacy applications.
▪ Kick started the deployment of next gen technologies like AI, Ethereum and Blockchain.
▪ Successful implementation of AI powered chatbot for automating support activities within 90 days.
▪ Successfully planned and executed a work from home model for the 100% of the Staff within 30 days.
▪ Led and managed negotiations of new procurement for hardware, software and services leading to a 35% plus cost savings across infrastructure, telecom and services.
▪ Initiated and managed implementation of information security controls for ISO 27001 certification.
▪ Managed IT staffing, including recruitment, supervision, scheduling, development, evaluation of staff.
Executed multiple complex application projects on PHP, and ASP.NET.
▪ Conversant with AI frameworks design and development.
▪ Directed operational activities, including requirement analysis, project planning, and allocation of resources.
▪ Provided on-demand consulting and made recommendations for technology leverage and solution fitment.
▪ Managed projects to tweak performance of enterprise portals to optimize operating costs, and scalability demands.
▪ Spearheaded research on potential solutions and implementations of new initiatives, and opportunities for clients.
▪ Led and managed negotiation and administration of partner, outsourcing services, and IT service agreements.
▪ Managed IT staffing, including recruitment, supervision, scheduling, development, evaluation of staff.
In charge of identifying, analyzing and improving existing business processes to meet new goals and objectives.
▪ Responsible to deploy and maintain Enterprise Applications (Qlikview, SharePoint 2013, Performance Monitoring).
▪ Delivered key projects to increase efficiency and reduce turn-around-time for Business processes.
▪ Led the development of an automated Employee Transportation System, which reduced manual efforts by 60%.
▪ Led the design and optimization of enterprise dashboards for each Business unit within the Organization.
▪ Supported front line service delivery as per strategic priorities, with a proper governance mechanism.
▪ Instrumental in reducing incident volume by 38% across all units with a steady decline in escalation and backlogs.
▪ Designed and implemented operation and governance model to deliver on SLAs with minimum support overhead.
▪ Deployed Asset management process for the organization to rationalize cost of support and
Delivered end to end call center solution and outsourcing consulting for prospective clientele.
▪ Reviewed, evaluated and shortlisted technical service offerings from multiple vendors that are capable of being
integrated with the current infrastructure and add value to the services proposed.
▪ Pivotal in managing technology infrastructure, IVR and integration consulting for fortune 1000 clients across
Telecom and BFSI verticals. Bundled value-added service offerings. Provided consulting for optimizing service
channels and support automation.
▪ Major projects include IVR migration and optimization for a regional bank in USA; end user technical support and
customer support migration for a leading US retail giant; Telecom connectivity optimization; and cloud based service
offerings for a major Technology OEM Supplier.
▪ Implemented the concept of 360 Degree customer engagement - A framework of proactive support combining
conventional channels (voice, email, chat) and not so conventional channels (SMS, social media, etc.).
Spearheaded end to end IT infrastructure projects at multiple locations across the country.
▪ Distinction of successfully managing and delivering multiple projects as per pre-planned milestones, and ensured
customer / stakeholder expectations were met. Delivered projects in line with their corporate/ strategic objectives.
▪ Credited with the conceptualization and implementation of a Centralized Employee Helpdesk (EASE) for Enterprise,
which helped in reducing telecom expenses by 57%; meeting resource requirements; curtailing turn-around to less
than 4 hours; and radically enhanced employee satisfaction levels.
▪ Developed the solution for the contact center’s voice infrastructure. Participated in vendor negotiations, which saved
53% on CAPEX; reduced staffing requirement for maintenance; and ensured redundancy without additional costs.
▪ Rendered consultation and support for various clients; ensured value add to the outsourced customer service units
by migrating services on IVR, and by introducing latest technology to support voice recognition, telebanking, etc.
courses: TOGAF 9.1 Certification (The Open Group) Prince 2 Foundation Certification (APMG) COBIT 5 Foundation Certification (ISACA) ITIL V3 Foundation Certification (EXIN) Project Management Certification (Primavera) Training – PCI-DSS, Six Sigma GB, Lean – IT
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