AMARJEET SINGH

Flat-G1, 87/7, Parijatha Apartments, Green Glen Layout, Off Outer Ring Road, Bellandur,
Bangalore -37, Phone no. - +91 9686665629; E-mail - amarjeet75@gmail.com.
A goal oriented leader about 18 years of qualitative experience in the area of IT Infrastructure Management
performing Service Delivery Management, Service transformation, Program/Project Management,
Relationship Management and Transition Management. Extensive hands on experience in defining and
implementation of ITIL based global delivery solutions in remote Infrastructure management space.
Certified ITIL Intermediate/foundation and Microsoft Certified Professional/Systems Engineer/Technology
Specialist.
Core strengths:
 - (Global) Delivery Management performing 24X7 operations / Production Support
 - Relationship Management
 - Key Engagement Management With complete Accountability
 - IT Roadmap, Architecture (planning and execution)
 - Business Consulting, Vision & Growth
 - Team Management & Development
 - SLA Management
 - Compliance (ITIL/SOX/BS7799 regulatory/process specific compliance).
 - Process Enhancements
 -Agile Expert
PROFESSIONAL SYNOPSIS:
Management – Services/People
 Programme Management – Global Desktop, Windows Refresh, IT Services Transition along
with Service delivery assignments, Monitoring Framework, IAAS (Automation), PAAS
(Middleware), Automation
 12+ Years’ experience in planning, designing and deployment of various Microsoft servers,
applications and desktop environment.
 Multiyear experience in managing the Microsoft Practice from “Enterprise Computing” including
Servers, ADS, Exchange, Windows, Application Packaging, Application Migration, Managed Services for
various service & business lines
 IT Service Management (ITSM) based on ITIL best practices
 Supported 20 Parameters based SLA with 5 parameters having financial implications
 Service Management Competency Owner – provide Service management trainings and
consulting to the entire Organization
 Managed Complex environments – Tesco/Pitney Bowes etc.
 Implemented best practices to improve the efficiency and effectiveness of IT services. DR/BCP
Planning at various levels i.e. Application, Server, etc. Demand and capacity Management (Utilization
baseline and Forecasting) for both Infrastructure and Manpower.
 Service Operations areas of Incident, Problem, Change, Knowledge Management and Service Desk
 ITIL Service Delivery areas of Service Level, Availability, Capacity, and IT Service Continuity
Management
 Business/Service/Resource based Capacity Planning
 Management and direction of Distributed Systems Management, Application Design involvements, Data
Center Consolidation, Operations Review and Managed Services.
 Management via data trend analysis into Problem statements and their respective solutions resulting
into significant cost reduction in various productivity and technology areas (OPEX Savings).
 Managed end to end service transitions through various stages i.e. Knowledge gathering/Primary
shadow/Secondary Shadow to steady state.
 Team Management & Development i.e Hiring/Retention, skill augmentation, attrition management
and appraisals.
 Standardization of Process and technology across Operational areas: Operations schedule, Outage
Management, Tools etc. Standardized KPIs and Metrics across various business units across globe.
 Establish Technology Roadmap per the changing technology environment
 Technology:
 Operating Systems – Windows 2008 R2/Windows 2008/Windows 2003/ Windows 2003 R2/ Windows
2000/ Windows NT. 4.0, Linux/UNIX
 Servers- HP Proliant, IBM x and e-series, Dell PowerEdge, UCS etc.
 Messaging- Exchange 2003/2007, BlackBerry, LCS,Lync
 Active Directory: Windows 2003/Windows 2000/Windows 2008 - Implementation administration and
advanced troubleshooting. Group policy implementation, Disaster recovery, User and group
management, Replication topologies and fine tuning.
 Clustering Services - Microsoft Windows 2008 R2/Windows 2008 Failover Clustering/Windows 2003
and Windows 2000 Clusters (MSCS), Installation administration and troubleshooting
 Virtualization - Virtual server 2005, Virtual PC 2004 and VMWare ESX VI3. Microsoft Hyper-V server
2008/R2.
 BACKUP, RECOVERY and Storage - NTBACKUP/Volume shadow copy/ArcServe/HP Dataprotector and
PX720 Library /Hardware RAID/SAN and iSCSI.
 Antivirus: Symantec, Trendmicro, EAV 7.0 management and implementation.
 SETUP-INSTALL - Activation information/Debug information/Driver Signing information/Dual Booting
/General Setup/ Service Pack Installation /SFP - WFP information/Upgrade information/64bit information
(x64 and IA64).
 HARDWARE - PNP/Device Manager and Hardware Wizard/Power
management/ACPI/USB/FireWire/1394/SCSI.
 FTDISKS AND FILESYSTEMS - BASIC/ DYNAMIC/ GPT DISKS Troubleshooting and Administration.
 DEPLOYMENT – WDS/Remote Installation Services/SYSPREP/Automated Deployment Services,
including Application Deployment and SCCM
 Audits Accomplished- BS7799 and leading SAS70 (SOX) control objectives within the organization.

PROFESSIONAL QUALIFICATIONS
 ITIL V3 F and Intermediate/V2-F Certified.
 BCP Certified Practitioner in Agile
 Microsoft Certified Systems Engineer (MCSE) - NT/Windows 2000/Windows 2003.
 Microsoft Certified Technology Specialist – MS Virtualization (Hyper-V)
 CCNA 2.0 (Cisco Certified Network Associate)
 VMWare ESX - VI3 (HP Certification).
 Diploma in Hardware and Networking (Sillcom Systems)
 Training on ICP (Interviewing Certified Program)
 Certified Service Now System Administrator
SOFT SKILLS & other Trainings:
 Crucial Conversations
 Presentation Power
 Precision Q&A
 Customer Centricity
 Cross Workgroup collaborations
 Influential Leadership
 Tesco Leadership Academy
EXPIRENCE SUMMARY:
Company- Cisco Systems, - September 2015 – Till date,
Position: Senior Manager – Production Services
My role is highly cross functional with substantial collaboration and leadership across multiple organizations
and support leadership. Leading to get the desired outcomes for the success of the business. Partnering
closely with all aspects of Production Services, including strategy, Advanced Services, Technical Services and
Digital Presence. This is a leadership position reporting to the Sr.Director of Production Services, Quality and
Support (PQS).

Key Ownership: L1, L2, L3 Support, SLA/OLA Management, Service Improvements, Project/Program
Management, Incident/Problem Management, Availability/ Capacity /Change Management,
Security/Compliance Audits, Service & Program reviews, Knowledge Management, Critical escalations,
Customer Experience

Key achievements include -

1) Managing Operational aspects for Business Unit:
• Centralized all service offerings (50+) under a 24X7 Operations Centre
• Established and implemented Service Delivery processes/procedures
• Established clear contractual agreements with at least 5 vendors, some with managed services and
some with staff augmentation

2) Managing, monitoring, and delegating work to six managers/leads and ~55 indirect subordinates:
• Hiring, developing, motivating, and retaining top talent through coaching and developing staff,
providing performance management, development planning, required trainings;
• Fostering and facilitating a collaborative team environment, balancing empowerment with
accountability in a matrix management organization structure

3) Financial Management:
• Centralized common financial budgeting and accounting mechanism for all Infrastructure and Licensing
requirements for all Network Engineering Operations

4) Operations Management:
• Established Global Support Delivery of CSTG tools to the Cisco Customers – SNOW, AppD, MoM etc.
• Centralized Global services and establish 24x7 Monitoring & Support function
• Established Proactive monitoring function to monitor Hosted Network Environment and drive the
efficiency via Service Automation – Implemented MAaS
• Established Support systems, processes, procedures and tools as per ITSM standards using ITIL
framework – Incident Management, Problem Management, Change Management, Availability & Capacity
Management
• Cross functional collaboration for all the application, Infra and 3rd party releases into Hosted Network
Environment

Company- Tesco Hindustan Service Centre (World’s 3rd largest retailer) - August 2010 – September 2015
Position – Technical Service Manager/Program Delivery Manager/Senior Manager-IT

 Program managed Group Desktop Project to rollout 30000 Win7 upgrades across 6 countries.
It consisted end to end Infrastructure Build and object migrations
 Currently Managing “End User Services & Security, “Automation & Middleware”
(IAAS/PAAS), D&A service delivery heading a team of 82 members including Tech experts,
Tech Managers and Infra Delivery Management team.
 Management of Active Directory, Exchange 2007, OCS 2005, SCCM, Deployment, SharePoint,
Windows-General/Citrix and other Technologies based on Project requirements
 Responsible for providing End to End support and solutions to Tesco Global Operations spread across 14
countries. This includes 24/7 Operations support based on strict SLA and KPIs. Currently managing a
team of 65 including Leads and Engineers to manage the environment of 6000+ servers
 Innovation – Lead idea/design and roll-out of monitoring tool, Knowledge Eco System, service Clock tool
 Delivered 20% YoY Efficiency in KPI Improvement – specifically into Incidents/Changes and
requests.
 Redefined the scope of Operational and Capital activities into the ticketing tool for better
accountability, response time and reporting of productivity.
 Manage and lead Service Improvements across technical and Process areas with an aim of efficient
Operations and cost reduction (Process improvements/Resource planning/ITIL implementation etc)
 Implemented ITIL and other technology best practices.
 Client Relationship – Managing effective client connect via Service Delivery Reviews, Managing
expectations, defining Governance setup, Meetings at IT Director level, setting of Goals and way to
meet/exceed the defined parameters.
 Convergence – Built capability across the team with respect to Technology Skill set (cross skilling),
defined Skill Matrix across to support across geographies and to attain a single centralized team. This
significantly reduced direct OPEX cost to the tune of 20% Headcount and standardization of
working ways across Geographies.
 Consistently met and exceeded the SLAs/KPIs as agreed.
 Implemented Capacity and Availability Management within Exchange Infrastructure, clearly defining
Resource and Business Capacity parameters. Added required resiliency accordingly to attain Zero
Incidents in Messaging Area.
 Revisited Change Management Process and inducted Peer/Expert review within apart from regularizing
CAB to ensure Zero Failed Changes in the environment.
 Automated most of the monitoring and housekeeping tasks to improve resource and technology
efficiency. Transitioned L1 and L1.5 tasks to 1st level support segregating various levels of support
(decrease Operation costs)
 Lead, direct and manage all support operations to ensure that the operations staff executes service
agreements at, or above the customer's standards
 Lead consolidation of AD infrastructure into a Hub/Spoke configuration thus remediating daily
issues, better management and elimination of waste.
 Maximize profitability through superior customer service, effective and prompt communication and
follow-up on all pending matters with the customer
 Maintained a clean, professional working environment by inspecting and scheduling maintenance, and
ensuring that all support activity is properly accounted for. Examples: Green Portal/Master
Operations Plan etc.
 Utilize superior communications skills to motivate staff and develop effective working relationships
with peers, executives and clients
 Address all employee performance problems promptly and directly in accordance with company
personnel policies and procedures
 Lead Problem Management across the entire Infrastructure area

Company- Microsoft India R&D Pvt. Ltd. (June 2009 – August 2010 & May 2004 - June 2007)
Position – Technology Lead
Technologies: Windows 2008 R2/Windows 2008/Windows 2003/Windows2000/Windows NT setup install
and upgrades, Microsoft Clustering services (Failover clusters/Windows 2008 R2/2008 and 2003), File
system (NTFS/FAT), Hyper-V, SAN, iSCSI, Virtual server2005, Virtual PC 2004, Remote Installation Services,
System preparation tool, WinPE, Service Packs, Hotfixes, Blue screens (Memory Dump analysis), RAID, x86
and x64 installation and upgrades, Performance etc.
Responsibilities: Provide actionable coaching/feedback to the Support Engineer.
 Ensure Support Engineers follow established processes.
 Successfully managed escalations that have Executive-team visibility.
 Mentoring the front line engineers in solving hardcore technical issues of Windows 2003/2000/NT setup
technologies for Microsoft's Premier Customers
 Assume ownership of the high-profile global escalations and led all parties to resolution.
 Develop and communicate specifications and the business justification for advanced troubleshooting
tools to appropriate business groups.
 Work with business groups to share holistic troubleshooting solutions on high-priority issues
 Use product knowledge to enhance the Microsoft customer experience by providing expertise on new
products that are in development
 Demonstrate the ability to solve or address the most complex and challenging problems
 Consistently act as a technology thought leader in support and resolution of the most volatile and
highest-visibility issues
 Work with the Supportability management team to identify high-volume and high-labor cases, and
translate these issues into product improvement
 Respond quickly, clearly, and concisely to difficult or challenging questions, which ensured that the right
resources were engaged to resolve difficult customer issues
 Consistently lead case triage meetings to identify the next steps to resolve outstanding cases
 Built custom solutions for customers/partners, which resulted in improved customer/partner experience
(CPE) and customer/partner satisfaction surveys
 Create a productive work environment by encouraging teamwork and collaboration, by effectively
managing change, and by clearly communicating business strategy
 Support, encourage, and identify training and on-the-job development for team members
 Involve in recruiting successful candidates to the Support team Identify and coordinated the creation of
internal training documentation to be shared globally, which result in increased knowledge sharing
 Provided technical guidance on process and support policy changes, which result in improvement in
global support through shared best practices

Company – Wipro Technologies (May 2008 – June 2009)

Position – Manager: Projects (Account = Pitney Bowes)
Wipro Technologies is a global services provider delivering technology-driven business solutions that meet
the strategic objectives of its clients. Wipro has 55+ ‘Centers of Excellence’ that create solutions around
specific needs of industries.
Main Responsibilities & Accomplishments:
 Drove Service Improvements , Technology refresh Projects for PB and won “Significant Contribution”
award from Wipro and Customer CxO leadership team
 Helped Achieve savings of approx. USD 1 Million by implementing productive measures and Service
Improvements
 Actively engaged in customer facing meetings, Customer Orientation, Customer Value Index (drivers),
SIPs and driving Operation Excellence
 Delivered successfully Green SLAs for the CSLs (Critical Service Levels) and KMs (Key measurements)
for the account.
 Architectured the “Master Operations Plan” single handedly involving different technology towers and
technologies like BigFix, Microsoft WSUS, HP Radia, automated Scripts, Tivoli Backup management etc
for smooth operations of the account in terms of Resetting of devices/Patch Management/ Backup
Operations & failover Management etc. Got “Significant contribution” Award for this effort. This plan has
been replicated to all other major client accounts for its implementation and will be implemented to
every new account within 100 days of its commencement.
 Envisaged, architectured and implemented and documented the “Outage Management Process” to
deal with and minimize the major incidents that occur within the account’s infrastructure. Resulted in a
huge decrease in Major outages, proactive analysis to avoid Incidents and simplification of the IT
environment.
 Participate in Escalation Management, RCA (Root cause Analysis), IR (Incident Report) reporting to
customer for unplanned downtime
 Identify, research, evaluate, and implement emerging Windows technologies
 Engineer application, database, and messaging solutions (wrt Hardware & OS requirements) for the
client’s growing, highly-resilient Windows infrastructure
 Engineered high availability cluster solution for client’s E-Commerce environment
 Re-engineered, consolidated and architecture the PB Active Directory environment from 44 Domain
controllers to 20 Domain controllers
 Planned, implemented several Clustered solutions for the clients for high availability of resources (2
node, 4 node clusters).

Company - NaviSite India Pvt. Ltd. (June 2007 – April 2008)

Position - Lead Engineer-Systems Engineering.
NaviSite India is a subsidiary of NaviSite,Inc USA providing managed hosting, SaaS, CDN, collocation
services with more than 15 Datacenters across the globe. Managing a team of 14 support engineers.
Technologies: Windows server 2003, 2000 (setup, install, troubleshoot and performance tuning). Active
directory (Implementation, administration and troubleshooting), Microsoft Clustering (Setup high availability
solutions and troubleshooting), Citrix administration, SAN and iSCSI implementation and troubleshooting,
HP Dataprotector and PX720 tape Library (administration and backup management). MS Softgrid, RDP,
PCAnywhere and Netops (Remote admin tools), TrendMicro (Antivirus implementation and management)
etc.
 Single point of contact for any technical/functional escalations. Handled SLA Management/SAS70
implementation/Service transition/client management/team management and over all service delivery.

Company: Computer Sciences Corporation India Pvt. Ltd (May2003 - May 2004)
Position - DCES (Distributed Collaborative e-infrastructure Services) Lead. NOIDA
With more than 92,000 employees, the company, now a member of the Fortune 200, offers an unparalleled
scope of services ranging from consulting in the strategic uses of information technology, to systems design,
development and integration, to outsourcing.
Technologies: Windows 2003, Windows 2000 Operating system setup install and upgrades, DHCP, DNS,
Backup (ArcServe), CA Unicenter (Assetmanagement tool), Active Directory (Implementation and
troubleshooting), EAV 7.0 Antivirus (Setup and management), BS 7799 (Manage control objectives), IBM
server hardware. File and print services, performance (Trends, data analysis and reporting, capacity
management), Software update service (SUS).
WORK PROFILE:
 Experienced in managing a technical service desk of 15 members that provided support for a
geographically wide spread user base (CSC NOIDA).
• Creation of the IT Service Catalogue. Identifying the critical components of the IT infrastructure along
with the Business units.
• Act as a point of contact for Service escalations between the Business and IT support teams. 
Implemented Patch and Antivirus Servers with latest technologies like SUS/HFNetCHKpro/EAV
7.0 to cater the needs of Auto-installation and configuration of antivirus signature/latest patches
for CSC Noida/Indore sites.
 Was rewarded prestigious `Certificate of Achievement' for three times within a year w.r.t. the
accomplishments made.
 Single point of contact between CSC global team and CSC India with respect to the
implementation/upgradation of Server software/hardware.
vCustomer Services India Pvt. Ltd. (April 2002 - May2003)
Position: Sr.Technician - System Administration.
vCustomer is a US based MNC with over 15 Servers and 1000 nodes. As a Senior System administrator I
was involved in the following duties.
 Administrate multi-server Windows2000, Windows NT 4.0/Exchange 2000/5.5 engineering network for
the vCustomer Services pvt. Ltd.
 Provide training to clients in various software packages and general network/PC usage.
 Installation and configuration of network print devices.
 Installation and configuration of multiple operating systems and software.
 Manage backups of network system and data files.
 Author and maintain installation, configuration and network policy documentation.
 Responsible for system and account policy for over 1000 Win2K user account

Company- Optitech Software (April 1999 – 2002)

Position- Network Administrator
Optitech Softwares is software developing. The IT infrastructure includes 5 servers and 135 client computers
I was involved in performing the following tasks
 Providing End user support
 LAN/WAN Network services.
 PC Desktop systems.
 Application Systems
 Help desk support.
 Windows 2000, Windows NT 4.0 Administration and Troubleshooting.
Axis Digital Pvt. Ltd (Dec. 1997 - March 1999)
Position - Support Engineer
JOB DESCRIPTION: Hardware/Software and technical support for the customers of Axis digital.

ACADEMIC QUALIFICATIONS: BSc (MATHS)