IT Operations Manager
Shell
مجموع سنوات الخبرة :16 years, 6 أشهر
• End-to end accountable for the IT operations of the relevant (Business Critical) product line, landscapes, or service according to agreed Service Levels and/or Operate Level Agreements
• Accountable for Secure & Reliable services and intimacy with business IT and users, maintains constructive relationships with key stakeholders whilst still being able to challenge where needed
• Accountable for the IT operating plan, budget and operational lifecycle of the landscape and product
• Accountable for managing commercial, financial processes and supplier contracts and ensuring timely contract renewals
• Accountable for Operational Readiness for new demand, changes and projects impacting the portfolio
• Manages internal and external service providers and suppliers, as well as staff to ensure the products and service meets commitments and the business needs.
IT Service Delivery Manager (Dec 2015 - Present)
Responsible for managing, planning and delivery of IT infrastructure services for renowned bank of Norway. Managed 6 teams (Service Desk, VMware, Storage, Wintel and Exchange & Lync). Managing Data center and to provide technical support, build/deploy Virtual machines and servers, asset management. Provided technical and operational expertise in policies and procedures. Responsible for staffing, hiring, terminations, performance appraisals and promotions.
Day to day Activities
• Developed and implemented a customer service platform to serve one of our banking customer in every aspect.
• Managed customer data center to ensure they are having an infrastructure with most precise demands and suggested innovation to have a better milestone.
• Built Value for money (VFM) process, so we innovate customer future demands in turn getting cost benefits to our company.
• Ensured all the customer deliverable are delivered with least error and right in time.
• Handled all escalations related to any services offered and developed a plan of actions and worked towards closing each with high customer satisfaction.
• Ensured all the towers have met the defined service level targets by achieving agreed availability standards and worked towards stabilizing the processes by proper governance
• Proposed budgetary proposals by analyzing the next-gen technology market with most advance features so as to achieve & excel on customer demands
• Reviewed performance of entire customer IT system to determine operating costs, productivity levels, and upgrade requirements.
• Benchmarked, analyzed reports and made recommendations for the improvement of the IT infrastructure by running Continual service improvement plans.
• Defined KPIs and scoring metrics for the entire project, so that each team has ability to grow and achieve their objectives and grab on the rewards
• Created cost-benefit analysis to support a detailed definition of data requirements and departmental workflows.
• Participated in vendor contract negotiations for all addition upgraded and new components procured.
• Perform audits and manage the entire service management process lifecycle and how it benefits the customer requirements.
• Monitor and review the execution of IT service components at a high-level, ensure it remains consistent with the organization’s current culture and ITSM strategy and ensure coordination with other ITSM and IT Infrastructure Management processes.
Core Projects Handled:
DC Expansion
• This project is to expand the customer data center to Next-gen technology with addition of more capacity and latest features
• Ensured we had proper communication and interactions with the vendors on migrating the data from old to new DC
• Ensured we have listed all the performance issue we had with the old infrastructure and alleviated it by DC expansion.
• Ensured we have the right skills to support the latest Vplex, Storage and network components
IT - Service Delivery
• Works with sponsors, technical teams and all other stakeholders to determine their evolving needs
• Project planning and progress monitoring including budget control and milestone control; issue and risk management
• Performs cost-benefit analyses to determine the most appropriate proposal to meet the stated requirements and define Network development standards to stabilize with strength on the Network.
• Prepares business case - document describing all procurement and technical components; and is responsible for its release and communication to sponsors
• Ensures that the final delivery of each service meets the agreed requirements specified in the business case and is delivered on time.
• Abiding ISO20K standards with well awareness among all process of ITSM
• Supports continuous process improvements for self and other processes
Network Engineer for Sanofi-Aventis
• Creating and managing the VLAN on the switches and VPN on Firewall and Responsible for providing Network diagram using Visio, excel and Word.
• Enabled remote users to access corporate LAN with VPN connectivity and Monitoring and managing network resources using HP OpenView by implementing policies and creating custom events.
• Performing load balancing for the devices using Nortel Load balancer.
• Effective coordination between WAN and Net-Security level-3 teams.
• Ordering and Certifying the LAN drops to support new users to the computing environment; installing and configuring X-stations, providing support to end-users as to troubleshoot on network failures.
Network Design for Toshiba E-series MFP’s in Wipro
• The Objective of the project is to Implement and Enhance SNMP Protocol for Networking components on Unix/Linux platform where in we Maintain, Monitor and to provide total security to the network-attached device component.
• Managed e-mail systems, including POP3, SMTP, text, and web-based clients, as well as virus scanning/filtering software
• Backup Network Manager. Supported HP and Cisco Switches, Hubs, and Routers on a LAN with 700 plus nodes on 4 class C subnets.
• Consulting on Network Monitoring and security modules, customize & designing them as per Client requirements.
• Support Cisco Systems Catalyst 2900 Series Switch. Network Topology -T1, T3, Patch Panel, Internet Service Provider; Support and trained end-users
• Sole responsible for the design, development, implementation and delivery of the product and work knowledge in AGILE Process.
Certificates: ITIL – Service Management: ITIL Foundation V3 ITIL Service Design - Intermediate ITIL Service Operations - Intermediate Cisco CCNA & SNRS Certified Certified Microsoft SharePoint 2010 Administrator Certified from Wipro for successfully completing FCG-101 exam in C programming skills by scoring 95/100. Recommended for the youngest Operation Center lead role at Accenture. Awards: Best KM (Knowledge Management) Lead 2008 and 2009 at Wipro. Recipient of “Feather in My Cap “award ,recommended by the Manager for excellent contribution for the project Achieved best customer satisfaction buster award for 2010 at Accenture.