Site IT Manager
JGC Corporation
Total years of experience :16 years, 4 Months
Selected Accomplishments:
•Earned trust and credibility with clients for installing, operating and maintaining their IT infrastructure and
services within SLA timelines and budget.
•Considered key person for IT Infrastructure & Information Systems setup on JGC Projects by executing critical projects for JGC, aligning current and future business and system needs with technology solutions to achieve competitive advantage and bottom-line gain
•Spearheaded all phases of project lifecycle successfully bridging gaps and achieving superior IT service.
•Increased user satisfaction by providing excellent network and support for 2000+ diversified users.
•Earned several awards of appreciation from clients throughout the tenure.
Role:
•Front-leading implementation of IT Infrastructures, Services & Information Systems
•Reporting to management and leadership on departmental and IMS performance.
•Communicate regularly with department heads and users of IT systems to identify any issues, concerns, requirements or suggestions for improvement.
•Managing End-to-End Services for geographically distributed sites and culturally diverse users against Service Level Agreements and KPIs.
•Manage day to day operations of IT services (Servers, Storage, Mail, Network, Backup, Antivirus, Windows Patch Management, Access Control, Telecoms) including downtime, reporting service levels.
•Managing production outages and escalations end-to-end, ensuring the correct stakeholders are involved to be able to drive resolution.
•Providing subject matter expertise (SME).
•Carrying out successful rollout of releases (for HW, SW, DB, Appliances, etc.) to keep the IMS systems on latest approved release.
•Doing proactive preventive maintenance activities on the IMS systems.
•Managing the overall capacity utilization of Server/hardware environment thereby ensuring the same is optimized to meet specific business requirements
•Monitoring system and device performance (Link, bandwidth, CPU & memory) to track usage and develop trend analysis.
•Developing and implementing operational policies, procedures and best practices.
•Managing staff by recruiting, training, developing and coaching employees. Providing effective leadership and guidance, communicating job expectations and appraising their performance.
•Establishing and maintaining relationship with key stakeholders and communicate their direction and objectives to team members.
•Utilize ticketing system to manage Incidents.
•Defining, Measuring, Reporting and improving KPI’s thereby improving service levels and user experience.
•Performing Vendor Management (Purchasing IT hardware, software & services in line within agreed budgets. Vendor evaluation, assessment & selection).
•Negotiate and administer Supplier contracts and service agreements.
•Performing Data backup and recovery.
•Develop Disaster Recovery and Business Continuity Plan.
•Perform Configuration Management by documenting all modifications to configuration of software/hardware
•Executing risk assessments for both hardware and software and then develop Business Continuity plans to mitigate issue pertaining to the same.
•Prepare Disaster Recovery Plan
•Ensuring legal compliance and that software licensing laws are adhered
•Performing Asset Management by creating, maintaining asset information database, tracking warranty, new installations and removal of out-of-service assets.
•Creation of knowledge database to enhance resolution capability by provision of knowledge articles, user manuals, FAQs.
•Problem Management by Analysis of repeated incidents/alerts, coordination and resolutions of the same.
•Proactively looking for continuous improvement in processes and services and implementing the same.
•Manage Software application development, deployment, testing & support.
•Performing database management services and administration.
•Installation, Control, Operation and maintenance of Access Control, Camera & Surveillance Systems
Selected Accomplishments:
• Earned the reputation of an analyst by solving critical business cases for Citibank
• Acute troubleshooting for missing data, application errors - aligned with SLAs
• Employee of the year (2003)
Project:
International Branch Banking Solution (Citibank, CEEMEA Region)
IBBS is an on-line real time, integrated banking system primarily oriented towards back office processing of a Citibank branch,
which handles the entire range of branch transaction processing - from Funds Transfer to Letters of Credit
Role:
• Analyzed and fixed business critical cases or issues that rose against various modules in co-ordination with the specific
department in Citibank N.A.
• Performed thorough investigation of the nature of the problem as Application error, User not aware, incorrectly filled data and
so on
• Referred to the source code of that particular program in IBBS and fixed the bug as and when required either through repair
by Mickey’s or Program Temporary Fix
• Managed day-to-day operations, End of day and Beginning of day Cycle
Selected Accomplishments:
• Adhered to best coding practices to deliver maintainable and scalable software for Education system management
• Designed reusable components that were instrumental in automating college libraries
Project:
Educational Management System (Mumbai, India)
Role:
• Designed, developed and deployed Educational Management system used to perform all the functionality of the School/College such as generating of student database, monitoring the process of collection of fees and examination held at the college, generating students mark sheet, leaving certificates and other reports
• EMS system also includes automation of College library
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