IT INFRASTRUCTURE SERVICE DELIVERY MANAGER
HCL Technologies Limited
مجموع سنوات الخبرة :23 years, 11 أشهر
• Responsible for delivery of a high-quality technical support services to the Customer that meets Enterprise IT standards and processes.
• Manage and lead a large technical team of L1/L2 and L3 from Offshore for providing the support on multiple domains including planning and allocating staff resources, developing, coaching, mentoring employees and managing performance to deliver services outcomes and continuous improvement.
• Manage customer escalations and focal point of contact for all the initial reporting and updating back to the customer.
• Closely working with all the Customer IT and Support Managers to understand the pipeline of work and direct the timely deployment of appropriate resources ensuring effective information technology systems delivery.
• Provide executive level visibility on operational performance, incident and outage, resources assigned for project activity, service level and if necessary.
• Lead and deploy new service improvement plan and solutions from the innovative ideas into operational solutions. Ensure automation designs are integrated effectively into current systems.
• Build and deliver automated services to improve efficiencies to IT infrastructure.
• Lead Daily operational meeting with customer and Weekly review meeting with Technical Leads to identify gaps to take corrective action and improvement.
• Drive Problem Management to analysis P1/P2 Incidents, reoccurring issues and provide short-term and long-Term solutions to Customer for stabilizing the IT Infrastructure.
• Suggested and implemented new Monitoring Tools transformation for reducing the manual effort and efficiency in proactive monitoring.
Description
In this position, I currently managed and supervised the Customer backup infrastructure located in the EMEA and Australia datacentre and was responsible for the company’s data compliance and protection.
Responsibilities:
Managed 30+ Master and 40+ Medias Server which take the backup of 2500 server, including File System, Database and Filer backups in North, South, West Australia region and also in EMEA Region.
Upgraded NetBackup from 5.1 to 6.5 on multiple Unix/Windows Master Servers
Proactively fine tuning of backup servers by maintaining backup success rate above 96%
Identified, tracked, managed and resolved technical issues raised by customer and management.
Analysed customer satisfaction levels & implemented improvement initiatives.
Planned, scheduled, managed and implemented Backup strategies for improvement
Enabled best practice deployment across the team
Provided On Call support on weekends; discussed and resolved technical issues with the Management/Client
Description
In this position, I currently managed and supervised the Customer backup infrastructure located in the EMEA and Australia datacentre and was responsible for the company’s data compliance and protection.
Responsibilities:
Managed 30+ Master and 40+ Medias Server which take the backup of 2500 server, including File System, Database and Filer backups in North, South, West Australia region and also in EMEA Region.
Upgraded NetBackup from 5.1 to 6.5 on multiple Unix/Windows Master Servers
Proactively fine tuning of backup servers by maintaining backup success rate above 96%
Identified, tracked, managed and resolved technical issues raised by customer and management.
Analysed customer satisfaction levels & implemented improvement initiatives.
Planned, scheduled, managed and implemented Backup strategies for improvement
Enabled best practice deployment across the team
Provided On Call support on weekends; discussed and resolved technical issues with the Management/Client
Description:
In this position, I administered the organization’s IT datacentre including system administrator of UNIX, Windows Servers, Network, backup and storage infrastructure.
Responsibilities:
Systems Administrator for Solaris, IBM AIX Operating Systems and all other application installed on operating systems
Planned and implemented Veritas NetBackup 4.5 and 5.0 backup; administered backup for Billing DB, Messaging, Radius, LDAP, Geneva, Remedy, CRM, M6 application, etc.
Administration of Hitachi Storage Box 9960 and 9990; assigned LUN’s from Storage Box
Prepared documents for ISP-IDC Server for BS7799 certification.
Defined and implementation of backup policies and fine tuning the backup infrastructure.
Description:
In this position, I administered the organization’s IT datacentre including system administrator of UNIX, Windows Servers, and Network infrastructure.
Responsibilities:
System administrator of Solaris, Linux and Windows Operating Systems including disk space management, user management, performance monitoring on various servers, application and backup management
Installed and configured Veritas Backup Exec 9.1 Software for Customers.
Implemented Backbone backup products, i.e. Net vault 7.0 for IDC Customers, including installation and configuration of backup policies.
Rack-layout/design, structured cabling, network management and supporting IT administrative tasks for domestic customer hosted their servers in datacentre.
Coordinated with Internal Customer for data Collection, feedback, generating report for Sun Tone Audit for Internet datacentre
Description:
In this position, I administered the Internet Service Provider datacentre including system administrator of UNIX, Windows Servers, and Network infrastructure.
Responsibilities:
Supporting, monitoring, trouble shooting of Red Hat Linux, Windows NT 4.0, 2000 IBM machines in datacentre.
Supporting application like Email, LDAP, DNS, FTP servers for roltanet.com website hosted 0n IBM and Compaq servers
Supporting network issue for customer hosting servers in datacentre.
Supporting ASO Manager 6.0 Backup tool from Computer Associates for taking backup of important databases/servers in ISP datacentre and restoration them as & when required.
•Relevant Courses: Mobile & Cellular Technology, Optical Fiber, Satellite Communication, Computer Communications Networks, Microprocessors, Microwave, Engineering Mathematics, Filters Circuit, •Digital Signal Processing, Communications Systems, Electronics.