Manage IT Infra Operations Network, Security and Server infrastructure encompassing datacentres in India. Coordinate with business units, provide operational support with a large and capable team of senior managers, technicians and engineers, and oversee Infra Operations and Security Implementation across SRMT.

Manage, Architect and Administer the IT Infra Network, Security and Server infrastructure encompassing datacentres in US and India. Coordinate with business units, provide operational support remotely with a large and capable team of managers, technicians and engineers, and oversee Infra Operations the ServiceNow, SevOne, Cisco Meraki, VMWare environments.

Administer OPEX/CAPEX budget of USD 2.5 million and manage financial planning for procurement for the NOC/SOC. Oversee the Cloud Network, Security and Server infrastructure encompassing datacentres in London, California, Toronto, Iceland, New Delhi, Tokyo, Hoboken, and Bermuda. Coordinate with business units, provide operational support remotely with a large and capable team of managers, technicians and engineers, and handle the engine service desk, iSupport, Sitescope, Zenoss, OPS Manage, QRadar and Rapid 7. Manage vendors and related negotiations.

 Established a 24x7x365 Command Centre with support teams in India to monitor critical systems, networks and applications and handle resolution of issues (levels 1, 2 and 3)

 Handled transition of L3 and architecture processes from the UK and USA and provided support for migration of ServiceNOW

o Achieved compliance with SLAs up to 99.5%+ and ticket resolution up to 90%+; reduced number of open tickets and change-related errors in close coordination with stakeholders

o Implemented and strengthened control within the ITIL framework, ensuring alignment of services with business needs, which helped to exceed targets for operational excellence

o Devised and executed strategies for the NOC and SOC models and established the Security Incident response plan

 Defined the RACI model for IT service management processes

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Headed IT infrastructure operations for 5 sites in the UK, involving service delivery to 800+ users and management of data centres, 250+ servers on VMware virtualised platform, 80+ terabytes of storage, the network, the security service desk and Remedy Desktop. Prepared budgets and supported asset management.

Service Delivery and Key Financial Achievements

 Reduced actuals from USD 5.4 million to USD 4.2 million over 1 year and further to USD 3.6 million in 2012-13 and to USD 3.35 million in 2013-14

 Brought down R&M costs and reduced OPEX by more than 17% YoY while achieving KPIs and stringent SLAs up to 99.5+%

 Cut down resource requirements by 48% over 2 years with the shared support model

 Ensured excellence in service delivery and portfolio management, added to the bottom line and improved productivity with IT optimisation measures begun in 2010-11

 Data Center Consolidation and optimization to cater to new business requirement and effective management of cost spend

 Strategic and Operational Planning: Providing technology vision and publishing techno-business plans in support of corporate objectives to grow revenue base and improve margins. Developing capabilities within the organization to implement various technology plans & ensuring strict budget control

 Project designing for an enterprise backup solution with EMC Avamar/Data Domain and replication for DR

 Service desk Implementation and Remedy tools implementations to support Incident, problem, change management

 SLA Management, define and manage SLA matrices.

Project Management

 Proposed and managed virtualisation of Wintel infrastructure and implementation of the VDI environment in a phased manner, ensuring cost-effectiveness through negotiations with vendors

 Optimised racks in data centres from 24 to 10 which delivered saving of USD 500,000 due to reduction in power usage

 Transitioned the BAU KT project to steady state, upgraded storage from Xen to Citrix, which extended support to 200+ users, and made improvements to the network LAN (MPLS)

Strategic Initiatives

 Revitalised the Network and Security Infrastructure, which enabled removal of Single point of failure and End of life/End of service

 Consolidated and optimised the data centre to meet new business requirements and optimise OPEX

 Increased resiliency in network links and managed integration with global MPLS for offshore connectivity