IT Service delivery Manager, Looking SBI Account (State Bank of India)
Kyndryl Solutions Pvt Ltd
Total years of experience :19 years, 6 Months
Managing one of largest PSU Bank’s IT infrastructure Projects, Developing resource with required skills on
upcoming technologies, providing support for Server Systems Operations and ensuring the right technical
skill deployment and ensuring green compliance posture for account, Job Responsibilities: Client
Satisfaction, Service Delivery with Uptime as per SLA, Responsible for Profit and Loss for the Account and
timely billing, Service Governance and Resource Management, Responsible for new resource and backfill
hiring, new opportunity solution and factoring required skills resources, service improvement initiatives,
RCA for high impact incidents, Escalation management for high impact incident which includes leading
team for resolution technically, vendor management, good skills for support, regular customer and
management updates, Understanding customer’s requirements for capacity, technology and performance
and recommend for Infra changes, Resource planning and readiness for new project requirements,
Managing 60+ Skills resources for 24*7 support, Perform Disaster Recovery Drills in defined RPO and RTO,
Interact with customer to understand requirement and discuss infrastructure improvement requirement
along with issue tracking, Ensure 99.99% uptime for the system and meet service SLA (99.99%) as per the
signed contract, Resolving the queries and doubts of the customer & Asset inventory management,
Responsible to manage Server Infrastructure service delivery and ensure 100% compliance, Managed
customer’s Data Center at Mumbai & Hyderabad, Review the Server System Operation Team Skills and
provide technical trainings to the team and Certification cost allocation, Managed Change, Incident &
Problem, Capacity Management as per the customer's requirements,
IBM Product & Non -IBM Product (Power Servers, Intel Servers, DB2, IBM Storage
& SAN Switches, IBM Tape Library & TSM Backup, CISCO Nexus Switches & CISCO
Catalyst Switches, F5 Load Balancer). Managed the revenue recognition (100%
Billing) and 0% outstanding for multiple Projects. Excellent in managing
preparation of technical & commercial proposals (pre-sales initiatives), driving
growth, generating revenue, as well as enhancing the value of Kyndryl Solutions
Pvt Ltd. Responsible for vendor evaluation, AMC renewal, providing
recommendations for selection & on-going relationship management, Ensuring
Accounting and Profitability of the accounts handled with SLA 99.999% at Navi
Mumbai.
IT Infrastructure Service Management, IT Project Coordination, IT Project
Management, Team Management, Resource Management, Vendor
Management, Data Center Management, Data Center Migration, DR-Drill, High
CSAT, VAPT Management, Risk & Compliance Management, SLA Management
(99.9999%), Spare Management, Tracking, Review & Governance, FMS
Management, Cost Control, Budget & Green field projects (IT Infrastructure,
Telecommunication, CCTV, IBACS, Network Infrastructure readiness with
wireless outdoor & Indoor, Optical Backbone readiness, Office LAN expansion, ISP
Management, Business Reviews, Business Application Support, Procure to Pay
Process, Revenue Manage (100% Billing) and 0% outstanding for multiple
Projects, Agile Methodology, ITIL Process, Customer Relation Ship
Management. IBM Product & Non -IBM Product (Power Servers, Intel Servers,
DB2, IBM Storage & SAN Switches, IBM Tape Library & TSM Backup, CISCO Nexus
Switches & CISCO Catalyst Switches, F5 Load Balancer).
End User Device Support, SLA Governance & Management, 24x7 Service Desk
Management, 24x7 Data Centre Operations, High CSAT.IT Governance and
Compliance, ITAM (HAM & SAM), ITSM (Incident Management, Change
Management, Problem Management). ITGC Audits (End Points, Infrastructure,
Process etc.…), Network Management (Active & Passive), Project Management,
Account Management, Vendor and Supplier Management, Team Management.
Risk & Compliance Management: IAM, VAPT, SCD, Patching tracking, Review &
Closer as per company policy.
Telecommunication and network infrastructure project planning & execution
& Go-live, CCTV infrastructure project planning execution & Go-live, IBACS (Integration Access Control
System), Project planning execution & Go-live, Indoor & Out-door network connectivity planning & Golive, Wireless network planning execution & Go-live, 1000 Km Optical backbone planning and execution
for Data network & Voice Network, 3000 LAN (Data Network) connectivity planning & execution, Walkie
Talky planning and execution & Go-live, EPABX planning and execution for 3000 users for internal voice
communication, Auditorium planning and execution (800 seats), Successfully completed Datacenter
migration of DR Site at Hyderabad, OS Migration on 3000 desktops, Data Centre movement includes 100+
Physical Servers, Backup and Storage devices along with Network Devices, Centralize six command center
implementations for production server access and 3 central locations for non-prod server access, Central
Service Desk for Remote Support for different locations, Consistently Perfect Net Promoter Score
(Customer Feedback for repeatability of business) on quarterly basis.
CORE SKILLS:
IT Governance, IT Infrastructure Management, IT Operations, SLA Management,
IT Project Management, SLA Management, User ID Management, VAPT,
Resource Management, Team Management, Customer Management, Vendor
Management, Service Desk Management, Change Management, Incident
Management, Problem Management, Data Center Management, CCTV & IBACS
Infrastructure Management, Network Management, Budget Management,
Account Cost Management, Assets Management, Spare Management, High
CSAT, ITGC Audit, Supplier Management, Business Review, Business Application
Support, Revenue Manage (100% billing) and 0% outstanding for multiple projects,
Customer relationship, Buildup customer relationship, Skills Management,
Resources planning for new projects, Internal team review meeting.
Telecommunication and network infrastructure project planning & execution
& Go-live, CCTV infrastructure project planning execution & Go-live, IBACS (Integration Access Control
System), Project planning execution & Go-live, Indoor & Out-door network connectivity planning & Golive, Wireless network planning execution & Go-live, 1000 Km Optical backbone planning and execution
for Data network & Voice Network, 3000 LAN (Data Network) connectivity planning & execution, Walkie
Talky planning and execution & Go-live, EPABX planning and execution for 3000 users for internal voice
communication, Auditorium planning and execution (800 seats), Successfully completed Datacenter
migration of DR Site at Hyderabad, OS Migration on 3000 desktops, Data Centre movement includes 100+
Physical Servers, Backup and Storage devices along with Network Devices, Centralize six command center
implementations for production server access and 3 central locations for non-prod server access, Central
Service Desk for Remote Support for different locations, Consistently Perfect Net Promoter Score
(Customer Feedback for repeatability of business) on quarterly basis.
Bachelor of Computer Application
Bachelor Degree in science
Intermediate of Science