Ensuring timely technology evaluation and implementation of new technologies for enhancing end user productivity and service delivery for around 10k users.
*Oversee the administration of user accounts, permissions, and access rights in AD.
*Ensuring IT operations are maintained and governed under committed SLAs to business by engaging internal and external (suppliers) teams.
*Responsible for on-site and off-site data centers. Managing and ensuring optimal operation of all network hardware and equipment, including Routers, switches, Printers, Servers, Storage, Thin client machines, Laptops, UPSs, Video conferencing devices and so on.
*Manage and ensure effectiveness of servers, storage, including e-mail, print, and backup servers, and their associated operating systems and software.
*Managing effectiveness of security solutions, including firewalls, anti-virus solutions, and intrusion detection systems and DLP.
*Direct and administrate a contingent of network analysts and technicians, and where necessary, conduct performance reviews and corrective action.
*Review each IT vendor based on the performance on committed SLA. Publishing evaluation reports/dashboards to top management.
*Conducted Internal and external audits maintained regulatory/ compliance requirements. Internal security audit, gap findings and reported to senior management about audit findings recommendations, closure of all open audit points using PDCA cycle.
*End to end implementation of Enterprise Asset Management System.
*Complete development deployment of Enterprise Service Management tool for departments like IT, Finance, HR, Admin etc. Played role of Solution Architecting and designed Deployment Strategy and management of complete service management suite for more than 10,000 users.
Managed various projects for clients including IT Infrastructure setup readiness, Solution designing as per business requirements, DR Setup, IT Service Desk implementations, ITIL framework processes implementations, IT Security and setup all business applications / data center for the Organizations.
*Analyzing the Organization's Technological needs, overseeing network security, determining the personnel needs of the department.
*VDI, MDM O365 and ERP Implementation (MS Dynamics) for clients.
Lead the IT function with total IT budgetary control and accountability for the entire IT operations and infrastructure for India and Singapore, including Physical and Virtual servers, Designing of LAN WAN across India and Singapore office for approx. 4000+ users, Execution of Projects for organization. The solution involved setting up enterprise management platform for Help Desk (Logging of Tickets), Monitoring of Applications Performance (Using dashboard/Reports),
*Capacity Planning (Network/Storage/Servers), WAN/LAN Traffic Analysis, Database Performance Management, SLA Compliance, Asset Tracking Reporting.
*hosting weekly status meetings, managing issues, risks and dependencies and reporting status to the upper management on a weekly basis.
*Understand stake holder's technical requirement and implement solutions which are aligned and aided to the business needs.
*Lead the IT Service Desk staff based in India and provide support on medium and high level tickets with a target to reduce the demand.
*Keep regular eye on daily logged service, incident and change request and manage them through ticketing system.
*Ensure the defined service delivery targets are met and exceed with respect to all OLA and SLAs.
*Recruitment of IT staff, training, performance evaluation, promotion, retention and termination activities.
*Work closely with inter IT departments for day to day operations and project work and make sure business functions on 24*7 basis.
*Conduct Incidents resolution quality assurance initiatives to monitor the support calls/ tasks and ensure the IT staff are delivering quality resolutions and ensure support to clients is courteous, timely, professional, and effective.
*Work on regional IT strategy and roadmap to evaluated, and assist in implementation of new technologies.
Managed company IT Infrastructure, Projects, procurement, Resource Management, Technical Escalations, IT Service Desk, ITIL framework processes and setup all business applications / data center for the Organization.
*Worked closely with senior stakeholder for business requirement and accordingly design and deliver cost effective solution to Organization.
*Managed Data Center IT Operations with full accountability for cost-effective, on-time management of functions with focus on input / output data.
*Primary point of contact on a 24-hour, 7-days-a-week basis, in-charge of coordinating critical D.R and BCP procedures directly impacting the stability of data center operations.
Deliver solution for user's technical queries analysis and timely resolution of escalated problems.
*Analyze requirements for operations of Data Center establishing a decision base for tactical implementation of management plan, Provide technical services for IT equipment Installation, configuration and data networking.
*Design organizational structure for operations and support of all related services; recruit and manage appropriate level one support staff along with technical and management teams with clear definition of skill set and requirements.
*Successful delivery implementation of NAV Dynamics ERP, MDM, VDI, Cloud Technologies, Billing software solution video conferencing to the organization.
*Rich experience in understanding business requirements, delivering technology solutions and managing service/solutions.
*Guide all aspects of personnel management and leadership of operators in areas of interviewing, hiring, training, supervision, delegation, evaluation and promotion recommendation, provide continuous hands-on training to staff to promote development of technical problem anticipation, identification and troubleshooting skills. Project mgmt. delivery of complete infra setup for new branches drawing board to production across India
Managed Enterprise clients like: - Relaxo, BATA, Honda Power, Honda Cars, PVR Cinemas, Seagram, BILT, Italian Trade Commission, Coca Cola, Canon, Hero Honda, Ranbaxy, Cadence Design, Bank of Rajasthan, HDFC Bank, Interglobe Aviation, Aviva life insurance etc.
*I was accountable for Service Delivery, IMS for many projects and ensuring SLA's are achieved and delivered cost effective solutions to various Enterprise clients.
*Collaborating with senior management on client account management and growth and also sponsoring service delivery meetings.
*Lead mission-critical implementation initiatives; oversee all phases of testing cycles and revision of operational procedures in accordance with new system functions and requirements.
*Delegate instructions to Tech Support Teams, and Pulling in additional resources when needed e.g. specialist teams or people for specific issues / opportunities.
*Implementation of MS Navision ERP for Coca Cola.
*Worked on Disaster Recovery / Business Continuity Plan and update it to reflect organizational and infrastructure changes.
*Design and develop IT Operations both functionally and organizationally for various organizations focusing on provisions for integration into a modular organization.
*Ensure service availability Service delivery by adapting good quality processes procedures with complete documentation and fool proof incident and escalation management with proper reporting, follow-up and proactive approach for problem resolution
*Deploy strategies to improve service levels, reliability and availability of servers and update data at different locations.
Service Desk, Tickets, installation of enterprise software's and technical issues.
*Backup of servers through (Arc Server)
*Antivirus, Firewall Remote Administration.
*Maintained systems in network including LAN, WAN Wireless technologies.
*Users queries, New Accounts creation.
VMware suite for 210 branches and 10,000 end points and saved huge amount of cost.
*Evaluation and implementation of ITSM Tool (Summit) for 210 branches and HO.
*Designed IT infra for SAP to cater to the pan India, this includes identifying/finalization of Hardware, finalization of outsourced Datacenter and managed services contract with vendor.