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Summary:
Strategic leader with 14+ years of technology experience. Leadership skills focused on IT strategy aligned with
organization business needs. Demonstrated ability to critically evaluate and respond to rapidly evolving technology
environments with innovative and comprehensive business solutions. Efficiently manages global operations, projects and
teams to deliver outstanding results.
Skill Set
Technical Expertise
Professional Qualification :
Academic Qualification
Professional Experience
Job Profile
Accountable for managing Global IT Service Delivery and ensuring stable technology environment to meet
committed business SLA to the customers
Ensure compliance of ITSM processes across IT Operations for the organization
Responsible for setting up new site from IT Infra standpoint and implementation of IT systems required by
operations
Creates and maintains a culture of continuous Service improvement, accountable for delivering value added projects
as strategic and tactical objectives.
Ensure alignment between the business/IT requirements and resources/services provided by IT
Management of local IT and business needs and requirements
Provide governance to all the projects
Responsible for managing IT risk function for organization
Responsible for maintaining ISO 20000 and 27001 certifications for IT department
Conduct internal audit for IT function to ensure compliance and successful external audits with no observations
Work closely with management to evaluate vendor/technology for implementation
Work with Delivery Integration Team from different geographies to ensure that all relevant Teams are engaged to
deliver the service at Implementation for different projects
Job Profile
Accountable for managing Global IT Service Delivery and ensuring stable technology environment to meet
committed business SLA to the customers
Ensure compliance of ITSM processes across IT Operations for the organization
Manage general IT with integration for all areas integrated as one (Infra & Apps)
Security and compliance lead ensuring compliance to corporate Info-sec guidelines and implementation of client
specific security controls. Manage internal and external security audits for process specific certifications
Budgeting, capacity planning and forecasting on technology requirements
Drive Change in acquired organizations
Customer Relationship Management
Focus on business alignment to help improve efficiency of operations
Responsible for setting up new site from IT Infra standpoint and implementation of IT systems required by
operations
Responsible for migrating IT processes to India Operations Center for new acquisitions
Team’s talent development and retention
Budgets, Financials and cost management (business wise cost allocation)
Vendor management for all entities globally
Managing and exceed Customer expectations and deliver contractual obligations. as applicable
Conducting periodic reviews with the customers and Management, and providing relevant reports
Reviewing performance of internal vendors periodically. e.g. Service desk
Responsible for P&L - Budgeting, checking monthly financial health and areas to reduce costs, delivering yearly
targets for profit improvement plans.
Accountable in ensuring all the key enterprise wide initiatives are in compliance
Accountable and responsible for ensuring SLA performance targets are met
Conducting perception and customer satisfaction surveys, and ensuring performance on CSAT targets set by
management
Cooperates with horizontal organizations in spreading best practices
Job Profile
Create solutions which compete with other vendors in terms of innovation, cost and quality of delivery
Work closely with management to evaluate vendor/technology for implementation
Help management drive facts based decisions
Work with Delivery Integration Team from different geographies to ensure that all relevant Teams are engaged to
deliver the service at Implementation for different projects
Responsible for ensuring all necessary approvals and documents are in place to execute the project e.g. project
budget, project plan, contract with vendor, etc.
Provide PMO governance to project team to ensure smoothen delivery
Creates and maintains a culture of continuous Service improvement, accountable for delivering value added projects
as strategic and tactical objectives.
Ensure alignment between the business/IT requirements and resources/services provided by IT
Management of local IT and business needs and requirements
Provide governance to all the projects
Responsible for managing IT risk function for organization
Responsible for maintaining ISO 20000 and 27001 certifications for IT department
Conduct internal audit for IT function to ensure compliance and successful external audits with no observations
Work closely with management to evaluate vendor/technology for implementation
Work with Delivery Integration Team from different geographies to ensure that all relevant Teams are engaged to
deliver the service at Implementation for different projects
Achievements
Saved approx. $ 500k in automation project by giving solution which was cheaper for a system implementation, and
won that business in an area where competition was way ahead.
Saved approx. $100k by redesigning the structured cabling standards shared by US teams as per local needs
Saved approx. $ 200K in TelePresence implementation project through negotiation rigor and industry knowledge
1) MetLife Captive Center (MCC) Build out - Infrastructure Build out for MetLife’s first 2000 seat captive
center in India. Complete IT infrastructure built out including WAN Circuits, international telephony, Data
Center and production environment for users.
2) Service Desk Setup & Optimization - Designed & implemented IT service desk for 3000 users
a. Considering below factors, created SOW for service desk
i. Number of users & operating window
ii. Infrastructure to be supported to decide on skills needed
iii. Number and type of applications that require support
iv. Volumes of tickets raised
v. Business needed SLAs
b. Setup service desk tool with different groups (skills)
c. Setup processes / SOPs
d. Assigned Toll Free Numbers
e. Setup hunt groups & call flow
f. Setup chargeback mechanism
3) Disaster Recovery Site for MCC - IT Infrastructure Build out for DR site including data center and
production seats in Jaipur.
4) Business Automation Project – Customization & Implementation of business process management
application to automate data entry process for new life applications. Saved organization’s USD 500,000 by
introducing Indian vendor which cheaper for a system implementation, and won that business in an area where
competition was way ahead.
IBM Global Processes (May 2005-March 2008) Daksh is a leading provider of Business Process Outsourcing services to
Fortune 500 companies in the areas of transaction processing and customer care services.
Technical Responsibilities
Backup and recovery process
Knowledge & exposure to the IT Service Management tools like the HP Open View family
Patch & Antivirus management on all servers and workstations.
ID management
Access right management on file servers
Security health checks finding closure
Mail management using Domino Technologies
Installed and Managed the Windows 2000/2003 base networking for more then 150 computers. This
includes:
Installed and implemented Compaq ML 530/DL 360 servers with different roles
Microsoft Exchange server 2000
Microsoft Outlook 2003 Clients
Microsoft Software Update server
DNS for private as well as public network.
Windows 2003 DHCP Server
Windows 2000 RAS/VPN
Microsoft ISA 2000 Server
Implemented Group Policies as per individual process requirements
Antivirus Server (Trend Micro Suite)
Symposium Server: For call center reporting.
(Vinesh Bhandari)