IT Service delivery manager
Lenovo PCCW solutions PTE
Total des années d'expérience :17 years, 2 Mois
For the period March 2016 to till date under Lenovo PCCW solutions PTE, Singapore.
• Working as IT Service delivery for manager for Singapore government agencies.
• Supporting IT service delivery for a client consist of ~2200 end users and hybrid infra systems. Team consist of 30+ support engineers.
• Supported incidents Management. SLA Management.
• Vendor Management.
• Change management. Managing and controlling the changes across the project cycle. Worked closely with CCB.
• Team management. Servant Leader ship skill.
• Supported IT auditing and compliance. Worked with multiple internal and external auditors.
• Supported planning and managing audit processes.
• Evaluating the IT controls supporting business operations
• Supported in identifying and assessing all technology, information and cyber risks
• Worked for reviewing applications and IT infrastructure for security risks
• Recommending improvements to the organization's information systems as part of the audit.
• Supported complex systems infra structure which includes high-end servers, storage boxes, SAN switches &network equipment.
• Supported infra services hosted in Azure cloud.
• Supported migration of systems from on premise to Azure cloud.
• Supported network infrastructure management which consist of high-end Firewalls, Core switches, Access Switches, WAN equipment.
• IT Infrastructure support and Services delivered for systems hosted in Government Data centers & G-Cloud.
• SRM has been performed across DC & DR as part of yearly exercise. SRM was
performed based on VMware SRM solution with support of Network connectivity swung and EMC Recovery point appliance installed in DC and DR.
• Supported yearly DR activities for customer.
• Supported under various operating systems like Microsoft Windows
2K3, 2K8, 2K12, Red Hat Linux.
• Supported VMWARE Virtualization infrastructure.
• Supported various flavor of database technologies like Microsoft SQLand Oracle.
• Supported SAP HANA database systems and cluster. SAP module like
BO, BPC, DM, LUMIRA, SOL MAN.
• Perform the Operational Hygiene perspective like review Pending tickets, Documentation maintenance - SOPs, Run Book, Risk and Issue Register, Resource
development Plan, Succession plan
• Ensure that systems, processes and methodologies as specified are followed to ensure efective monitoring, control and support of service delivery.
• Responsible for productivity, profitability, work environment, safety and operational compliance Provides procedural guidance to ensure field support & service desk associates to
comply with policies and procedures, safety, and ordinances.
• Performed capacity plan reports to customers on agreed schedules.
• Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws, means adherence and compliance to company Security and
Quality policies
Key Clients: Toyota Kirloskar motors LTD, Bharath Heavy Electricals Limited, Bangalore, JDA Software (i2 technologies) Bangalore, Karnataka state data center, Canara bank, NIC Goa & MUCB Goa.
• Developed projects plan, scope & schedule. Projects were executed satisfactorily and on time.
• Managed and controlled project scope, schedule, cost & quality as per plan.
• Project performance reports have been communicated periodically to stake holders as per project management plan.
• Periodical review meetings conducted with stake holders.
• Vendor management
• Risk management
• Resource Management
• Projects have delivered on time meeting the acceptance criteria.
• Attend periodical review with management
• Vet solution/ vendor proposals
• Prepared lesson learned documents.
• Project closure reports.
Data center project solutions delivered are,
• Data center build.
• Civil, Electrical& Interior work.
• Power provisioning.
• Cooling solution -PAC
• UPS
• Security & BMS products
• Cold aisle containment
• Network racks &Structured patch cablings
• Prepared Fluke-meter report on Network cabling
• Deploying servers, storage box & network active components.
• Conducted heat load test for UPS & PAC units. Virtualization-VMware
• ESXI 5.0 installation and configuration.
• Installing and configuring VCentre server.
• Configuring Virtual machines.
• Configuring and managing virtual network.
• Configuring Distributed Resource Scheduler (DRS) and resource pool.
• Configuring VMware (High Available) HA and Fault Tolerance.
• Resource management & monitoring.
• Configuration of resource pool Project manager- Data Centre Consolidation
• Studying, analyzing of server& Network architecture.
• Captured asset information in physical verification form
• Identify asset owner and take signof on the physical verification form
• Prepared high level Rack elevation Diagram for current infra setup with "U" details and asset code.
• Checked cabling standards.
• Consolidation of 300+ servers scattered across multiple racks into minimum rack
• Network revamping.
• FC network revamping thus improving the eficiency and scalability of the data center.
• Detailed report on server consolidation and prepared high level Rack elevation after server consolidation
Project manager- Data center IT infrastructure deployment
• Deployment of Data center devices- Server, storage, security and network.
• Installation, configuration & commissioning equipment.
• Co-ordination with service partners and OEM for critical support requirements.
• Submission of reports on installation.
• PC hardware and software deployment.
• Manage external IT vendor / Partners to ensure services are delivered as per agreed SLA .
Role: Project Manager for IT infrastructure service delivery. Key Clients: Strides Arco labs, HCL technologies LTD& Corporation bank.
• Monitor & manage project progress of IT Infra service delivery projects.
• Communicate project performance status to the project stake holders.
• Manage the quality processes for projects which involve documentation of
deliverables, processes and best practices.
• Accountable for ensuring SLA compliance through continuous monitoring of service levels and proactive correction of processes in case of non-compliance.
• Prepare reports and presentations showcasing the achievements and issues in the
project periodically for the customer and management meetings.
• Identify the Resource requirement for projects & conduct technical interviews to check if resource is in line with the project requirement.
• Developing & Evaluating Performance appraisal for the project team
• Handle Hierarchical escalation from IT service delivery projects.
• Handled team of 60 + Customer support engineers
Role: Manager-IT infrastructure Service delivery across Goa & Belgaum territory.
• Spearheading eforts across managing a team of 35+ customer engineers across the
territory assigned.
• Act as a SPOC for clients for all aspects of service delivery on ITIL frame work.
• Expertise in maintaining high standards of customer service with service norms to achieve customer satisfaction and business retention.
• Delegating tasks, defining roles, providing guidance and mentoring team members.
• Ensuring compliance to SLA & timely notifications are sent to client and managers, and they are kept updated with the progress on the activities
Role: Team Lead IT Infrastructure Service delivery
• Worked as IT Service delivery lead.
• Responsible for delivering technical services for clients.
• Responsible for CSAT
• Delivered IT service for end user computer devices and peripheral across public sector ofices.
• Supported Micro soft windows and Linux servers.