Senior Manager
Cognizant Technology Solutions
مجموع سنوات الخبرة :25 years, 9 أشهر
Solution Architect to address Change & Complexity, with a design thinking approach towards solution construct to bridge Objectives v/s Reality and getting the structure right by leveraging Open frameworks and technologies for long term sustainability with a think primitive approach.
Also led a 100+ strong offshore-onshore delivery team for a major federal bank in the Nordics as a Technical Delivery SPOC
• Focus was implementing a new offshore outsourcing agreement, including issue of a RFI through public procurement, evaluation of vendors in RFP, negotiations, selection and implementation. Implementation was accomplished during a 12 month transition program.
After transition, also had several ITIL function, Incident, Problem and Configuration Manger. Where focus was to facilitate maturing of the new service providers roles and responsibilities.
• Managing an offshore - onshore team responsible for delivering core IT service to the business, through sourcing of service from 3rd party vendors. Services include End-user compute, Datacenter, Network, Voice, Service Desk, Security, in-flight projects.
Was initially engaged as a Consultant from DWPractice India Pvt. Ltd, and was transferred to the payrolls of GOSSPL after 6 months. As a member of the Leadership team at “GOSSPL” (IT Operations and Support division of “Arthur.J.Gallagher”) I report into the Director IT Operations.
I was responsible to build & manage the setting up of a Global IT Operations Support Centre at the new facility in Bangalore. This involved full ownership for the entire Office build, IT infrastructure design, deployment and hand-over that extended over 5 month period. The project called for daily review of the progress across all areas of our deliverables and was followed up with weekly project status review meetings with the onshore management. My responsibilities also involved management of vendors, service providers and other stake holders.
I ‘am currently responsible to:
• Lead and manage 6 teams with a head count of 72 technical and support staff to deliver IT services across the following verticals
a. Messaging,
b. Network (Voice & Data),
c. Server & Storage Infrastructure,
d. Citrix,
e. Service Desk,
• Streamline and strengthen IT operations to enhance the scope and quality of our current IT service portfolio.
• Effectively introduce and integrate new technologies to develop standards in all areas of IT operations.
• Provide technical and business support for all divisions across the parent organization (AJG).
• Hire, manage and retain staff while fostering productivity, quality and initiative.
• Design, develop, implement, and maintain IT policies, SOP, RFP, SOW and associated training plans for infrastructure administration and project management.
• Manage global relationships with key vendors, consultants, service providers and onshore teams.
Program Manager for major accounts in the west coast (USA) to deliver Data Centre and End User services across multiple domains.
• Responsible for leading Delivery and Operations across multiple business domains.
• Provide solution road maps and offerings to existing and new customers in alignment with practice strategy and focus areas
leading discussions to conceptualize, formulate and rollout winning themes for strategic deals (committed synergies leading to financial benefits to Customer, Business Level Agreements, and Outcome based service levels).
Directly accountable to the Director of Operations & Service Delivery, I 'am responsible to manage all facets of the IT operations that include IT infrastructure, 24x7 service desk, application support, project management, client and vendor relations, BCP & DR, risk & compliance, IT Security, IT budgets and strategic planning.
- Maintaining regular communication on IT strategy, plans and project status to key stake holders.
- Capturing IT requirements from BUs evaluate and propose technical and cost effective solutions rolled into project plans that outline definitive delivery time lines and costs.
- Manage a team of technical resources across multiple support levels to deliver 24x7 global service desk operations and infrastructure deployments.
- People management responsibilities include chairing project review meetings, 1-on-1s, skip level meetings, employee profiling, people mentoring, competency management and appraisal reviews.
- Accountable for end to end delivery of the Managed Infrastructure Services on internal and external IT infrastructure (data centers).
- Responsible to plan, manage and deliver projects to scope, timelines and allocated budget.
- Responsible for risk and SLA management on project deliverables.
- Member of the CAB and responsible to ensure compliance of the Change management process.
- Responsible for BCP & DR planning and testing across internal sites and data centers.
- Work across cross-functional global teams, to establish necessary organization structure and processes to realize business goals and build strong client relationships from an offshore delivery model.
Some of my prior assignments in the organization are centered on
- IT infrastructure consulting around Microsoft product lines,
- IT integration projects of multi-domain infrastructure and related services,
- Availability, Capacity, Content, Knowledge, Vendor management,
- ISO 27001 audits, certification & compliance,
- Provide technical support to clients via phone, email, ECRM systems.
- Responsible for managing key accounts in Scotland in an on-shore delivery model.
- Interface with engineering management on current and future business requirements.
- Articulate precisely the necessary information to clients and management.
- Technical escalation for L2 & L3 issues related to Active Directory, Operating System and application issues.
- Define, implement and maintain IT policies, procedures and best practices for customers.
- Member of technical panel for talent acquisition.
- Delivering Training on Microsoft technologies.
Accountable for:
• Server and Client Deployment, Maintenance and Technical support.
• Application Deployment and Management.
• Users and Peripherals Management.
• Disaster recovery planning and implementation.
• Issue based troubleshooting and escalations between various services domain.
• Application Packaging with Install shield.
• Articulating on matters concerning needs analysis, project development, technical knowledge and documentation.
Job Role:
- Commissioned the IT Infrastructure for the company’s operations in India.
- Involved in the design, documentation, implementation, management and maintenance of the IT infrastructure.
- Established the IT Helpdesk for the company and providing front line support on a daily basis for applications and hardware issues for clients in the Windows 2000 domain.
- Deploying clients using Imaging solutions for Windows 95 / XP / NT / 2000 professional clients.
- Installing, configuring and management of AD infrastructure DHCP and DNS.
- Maintenance and management of HP Server, Desktops, Notebooks, Laptops, Tablet PC, Print and scan solutions.
- Implementing backup strategies using VERITAS Backup Exec 9.0 with the aid of tape drive libraries & tape loaders.
- Working on Exchange 2000 server to the extent of creating and maintaining mailboxes.
- Proposing test methodologies, defining quality processes, creating and standardizing technical documentation.
Job Role:
- Worked as a Test Engineer for the mobile application business unit.
- Design and implementation of the Test Bed Environments.
- Installing, configuring and integrating Windows 95, 98, NT and 2000 professional clients into the Windows NT / 2000 domain, and day to day desktop support for the BU.
- Planning and implementing data backup strategies in Windows NT / 2000.
- AD user and Group Policy Management.
- Administration of PVCS suite and Clear Quest.
- Defining test plans, generating test cases (for GSM applications) and executing them on Simulators.
- Documentation of application test methodologies and reports.
- Knowledge of SDLC and Bug management.
- Maintenance of IT Infrastructure and Vendor Management.
- Installing and integrating Windows 95 & 98 clients into the Windows NT Network Environment.
- Planning and implementing backup strategies on Windows NT.
- Playing active role in material (software & hardware) procurement from vendors.