Vineet Kakkar

• Established GRC practice at Sharjah E-Government that covers Audits, Compliance, Risk Management, Business Impact Analysis, and Policy Management for certifications and surveillance audits.
• Conducted internal assessments of IT Policies, Standards, and Process compliance to IT Audit standards. Managed interactions with internal and external auditors, reviewed and reported on open issues to the management.
• Sharjah E-Government being the regulator for NESA (UAE Information Security Framework), is responsible to ensure NESA implementation for all the government entities of Sharjah. Liaised with respective owners to conduct gap assessments based on NESA controls and then submitted the reports to NESA authority for valuation and feedback.
• Assessed the current ITIL service management process maturity. Realigned and redefined them through a cross-functional approach with defined roles and responsibilities. Built Service Management Office (SMO) and also led the project for implementation of ITSM tool (Axios Assyst).
• Led the IT Disaster Recovery (DR) Implementation project in compliance with ISO22301. Scope included the development of DR plans that summarized and outlined step-by-step priorities and procedures for shutdown, failover, recovery, restoration, and repatriation of the in-scope systems and subsystems within the organization.
• Led the team in an ISMS implementation, in line with ISO 27001, developed IT and IS Policies and Procedures based on ISO 27001 including a detailed Risk Assessment.
• Led the implementation of an IT-wide risk methodology for the purpose of conducting Business Impact Analysis (BIA) to ensure all appropriate information is gathered and assessment of business and technology risks are appropriately identified and evaluated.

• Played a key role in multiple IT strategy assessments for the bank's head office and subsidiary international locations. Activities typically include gaining an understanding of the overall bank's strategy, then determining how all components of the IT organization, including structure, process, technology and people, are organized/ aligned with the business to support objectives.
• Worked closely with CIO and Department Heads, to periodically refresh IT strategy and determine the need to adjust IT's operating model, delivery model, and organizational architecture to better enable IT strategy and business function success.
• Served an active role in Bank's regulatory compliance initiatives. Areas of responsibility included: planning and scoping, documentation and design of process and IT general controls, testing, control deficiency remediation assistance, control optimization project management, and the development of management and steering committee reporting formats content.
• Engaging at a strategic level, developed and maintained multi-year roadmaps to ensure capabilities are delivered, aligned with the business strategy, and match this demand with the IT supply functions. Managed the relationship with IT and business departments, with respect to their new requirements (projects, system enhancement requests, availability and disaster recovery requirements, capacity requirements).
• Managed the development and implementation of the IT Service Reporting framework. Designed and Implemented the CIO Report, Executive Dashboard, Balance Scorecard for IT-Operations, IT Monthly Pack, Quarterly Major Incident Report, and Half Yearly Reports for IT Service Management.

• Successfully led a large-scale IT Agility and Transformation consulting project in IT Service Management for a banking client. Performed ITIL processes gap assessment and developed implementation road map strategy. Identified maturity level of IT Organization, developed ITIL policies and process documents and implemented ITIL processes. Provided consulting expertise to client to achieve ISO 20000 certification.
• Developed ISO 20000 process documentations and led team of ITSM Process Managers and consultants for ISO 20000 standard implementation and certification.
• Provided consulting expertise for the implementation of Design and Transition of New or Changed Services process. Facilitated internal process assessments and training sessions for business users. Facilitated IT Service Continuity and Availability testing activities.
• Managed ITIL processes automation in Manage Engine solution tool, develop ITSM and monitoring tooling strategy and implemented event management process.
• Developed SLAs, OLAs, Service Catalogue, IT Availability and Capacity Management plans, IT Service Continuity Plan and CMDB architecture. Implemented Change and Release Management processes. Managed customer expectations and prepared project status reports for project steering committee.
• Identified IT Services risk and maintained risk register, Identified ITIL process improvement opportunities and led CSI initiatives.

• As part of the IT Transformation project, I was responsible to setup IT Service Management department and implement ITIL and COBIT processes. Under this capacity I provided consulting expertise to an Automotive client for gap assessment of ITSM processes and develop road map for TO-BE state to enhance ITSM capabilities. Under this capacity of my role, I successfully implemented Service Level Management, Service Catalog, change management processes, IT performance measurement and Balanced Scorecard. Other responsibilities also included development of SLA, OLAs, Business and Technical Catalogs, ITIL Process documentations and plans.
• Record Service Level Targets and Service Level Requests to develop SLAs, manage customer expectations and liaise with internal IT teams. Prepare and analyze IT Service Delivery performance against SLAs and develop improvement initiatives.
• Evaluate various ITSM solutions and recommend best-fit solution to the client. Liaise with various IT functions for IT Architecture, pricing and supplier management.

Working in the capacity of IT Service Desk Manager for a Media client (Warner Music Group) based out of United States, I used to manage the performance of Level 1 and Level 2 services and ensured that service levels are achieved. I was responsible for ensuring the staff is meeting or exceeding expectations in regards to performance and meeting defined metrics/ benchmarks.

Technical Lead for a team supporting Consumer user markets for Dell Desktops and Laptops.