IT Expert (Head of IT Infra Department - Projects and Operations)
VWITS
Total years of experience :12 years, 4 Months
Worked closely with global IT Infrastructure team, had major role in project decision making and implementation.
Measured and improved KPIs of IT infrastructure technologies, capacities, project completions, problem resolution, while communicating MbOs, KPIs, and performance expectations to maximize individual and collective contributions.
Provided tactical and strategic direction and leadership for the IT Infra department; overseeing a team of IT professionals including managers responsible for infrastructure, systems, and applications.
Led the floor expansion plan, design and implementation of a robust IT infrastructure, supporting over 1750+ IT professionals and users across multiple locations; while also heading the planning and execution of various IT projects, such as system upgrades, network expansions, and software implementations, to align with business objectives.
Negotiated and managed contracts with key vendors, optimizing costs and ensuring high-quality service delivery.
Performed rigorous negotiations with the mobile SIM service provider to streamline corporate voice and data plans according to organizational needs, resulting in savings of over a lakh in the monthly expense budget.
Renegotiated contracts with Telco/ISPs to migrate the existing unmanaged services to managed MPLS and ILL services, to avoid pro-active monitoring and routine maintenance at customer end.
Worked closely with the CISO to reduce security incidents and ensure compliance with industry standards and regulations, successfully passing multiple IT audits with no major findings.
Ensured compliance with regulatory requirements and industry standards pertaining to IT security, data protection and operational excellence.
Collaborated with other department’s head to ensure technology solutions effectively support all aspects of business.
Implemented policies and processes for performance management, continuous improvement against established KPIs.
Managed an annual departmental expense and investment budget of €2.7M, overseeing resource allocation to ensure cost-effective solutions are implemented without compromising quality or security, resulting in a 20% budget saving.
Actively represented IT Infra department, in management and leadership forums such as “PRC : Process Review Committee”, “MRM : Management Review Meeting”, “IT Governance Meeting”, “CAB : Change Advisory Board”, “Hybrid Workplace Taskforce” etc.
Developed and administered plans for the Data Center's infrastructure solutions & services, aligning them with present and future business requirements to ensure maximum availability and performance, within a DC budget of ₹1.45Cr.
Ensured client satisfaction by independently liaising with NIC and various State Government Officials from Transport, Excise, GST and MSRDC Departments, providing an optimal level of customer service.
Led a team of IT professionals responsible for network and server administration, helpdesk, software/system services.
Implemented ITIL-based processes for incident management, change management, and service delivery, resulting in improved operational efficiency and customer satisfaction.
Conducted regular security assessments and audits to identify vulnerabilities and mitigate risks to the IT infrastructure.
Developed and implemented IT policies and procedures to ensure the security, reliability, and scalability of IT systems.
Collaborated with cross-functional teams to align IT initiatives with business goals and priorities.
Managed surveillance of 24+1 sites, having 700+ cameras with different features and multiuser policies through VMS.
Maintained expert knowledge of all business procedures associated with assets and sizing capacity of IT Infrastructure equipment such as Servers, Storage, Database, Desktops, Printers, UPS, Batteries, Cameras, RFID, AVCC, and LPR.
Delivered technology solutions in Virtualization, SAN, AD, DC, DNS, GPO, SSIS Packages, App and Reporting Server, etc.
Designed & implemented an on-cloud infrastructure solution for Disaster Recovery (DR), adhering to Government GR, and developed DR plans and backup solutions to ensure business continuity in case of system failures or cyber-attacks.
Drafted a comprehensive Business Continuity & Disaster Recovery Plan document, integrating Prevention, Preparedness, Response and Recovery strategies.
Managed and supervised ERP/IT Infrastructure team to ensure maximum availability & performance of IT equipment.
Managed relationship with Business Team for better IT service delivery and ensured higher uptime of essential third-party applications (Tally.ERP9, Visual-Udyog, Sensys EasyTDS, Spine Payroll etc.).
Delivered key technical project roll-outs for IT infrastructure, at multiple offices, manufacturing units, warehouse etc.
Provided timely advice to Board of Directors on IT requirements, issues and planning.
Maintained vendor relationships and negotiated contracts for IT services and equipment procurement.
Ensured repetitive technical issues are zeroed down and resolved on high priority. Defined as well as improved all system and network operations processes. Drove continuous process improvements for better business operations.
Installed and configured computer systems, network, server, storage, ensuring compatibility and optimal performance.
Designed and implemented internal IT processes and SOPs to document and maintain IT assets (inventory update).
Created and Regularised Laptop and iPad policies across all office locations (showroom, service centre, warehouse)
Assisted in the development of IT documentation, including user manuals, technical specifications & system diagrams.
Installed and configured Firewall (security policies/content filtering) and Wi-Fi Router (UAC). Co-ordinated with parent company for installation, configuration & maintenance of Media Server, Audi TV Module & Audi Presentation Element.
Worked on, and managed the Network and Infrastructure Monitoring Systems (Pro-Active Monitoring Tool).
Maintained dialogue with support staffs, partners and vendors for service, support and escalation of 24x7 NOC & DC.
Regulated planned-maintenance outages for global clients. Arranged management meetings to work on incidents.
Resolved Remedy requests within agreed SLAs & escalated issues according to the designated ticket’s severity/priority.
Knowledge on preparing of Shift Rosters & Reports to provide transfer of operational issues & requests for next shift.
Provided on-site technical support and guidance to clients, troubleshooting for hardware, software & network issues.
Set up email, printers & other IT equipment for clients. Also installed operating systems based on client specifications.
Performed routine maintenance and updates of systems to ensure optimal performance.
Analysed and resolved system and software malfunctions through diagnosis, troubleshooting, repair and installation.
Conducted network setup activities such as cabling, crimping, patching, LAN configuration etc.