• Planning, Developing, Implementing a comprehensive strategic Managed Services Program for all our Flagship products.• Lead the development of IT Infrastructure and Cloud program roadmaps, defining scope, timelines, and establishing KPIs to ensure alignment with strategic business objectives.• Collaborate with senior leadership to effectively communicate program status, manage stakeholder expectations, and maintain organizational alignment.• Proactively identify and mitigate risks, maintaining comprehensive oversight of risk management throughout the program lifecycle.• Lead and mentor teams of Account Managers and Project Managers, ensuring seamless service delivery and effective management of customer service contracts.• Drive portfolio growth by leading successful RFP responses and developing compelling proposals.• Ensure robust governance, system and product availability, integrity, and confidentiality.• Oversee service delivery for all engagements, ensuring timely, within-budget completion while maintaining high levels of customer satisfaction.

Responsible for orchestrating service delivery to a prominent client in the Nordic region, encompassing diverse domains such as Cloud, Datacenter, Platform, SAP Basis, SAAS, IT security and End User Computing (EUC). My primary emphasis lies in ensuring the comprehensive security of all delivered services, implementing resilient protective protocols across all aspects of service provision. Leveraging adept management and strategic direction, my goal is to consistently maintain the utmost levels of excellence, thereby cultivating client reliance and contentment.Over the course of my career, I have consistently showcased an unwavering dedication to cultivating robust and trustworthy relationships with clients, effectively positioning myself as a dependable advisor. My current role as a Senior Service Delivery Manager has equipped me with the responsibility of serving as the foremost liaison for strategic and technical dialogues. Collaborating closely with delivery teams, I ensure the seamless and timely execution of services.My proficiency extends to the precise articulation, reporting, and continuous refinement of Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) in order to elevate operational excellence and heighten customer satisfaction. Moreover, I possess a discerning eye for identifying avenues of growth and have demonstrated an adeptness at fostering collaborative partnerships to attain sustainable expansion. Further contributing to my skill set is my aptitude for effecting change and release management, marked by the establishment of rigorous standards, guidelines, and quality benchmarks pertaining to team deliverables.My commitment to excellence, combined with my diverse skill set, positions me to make meaningful contributions and foster client success.

As a Cloud Service Delivery Manager, my goal is to manage the overall delivery commitments to the customers in field of Cloud, SAAS Products, EUC and Ensuring Security for all the services delivered. With focus on service quality, customer satisfaction, efficiency, effectiveness and improvement often working as part of a multi-disciplined and multi-organization team, 3rd party contractors, to get the best results for your customer. Also, to gain absolute knowledge end-to-end composition of the delivered service.As Service Delivery Manager has Primary ownership of accounts, ensuring alignment with customer releases plans and internal processes, driving initiatives, interacting with other customer’s departments and suppliers, identifying opportunities for upsell and being proactive in all areas. I excel in articulating and presenting ideas at a senior/board level, I have consistently demonstrated a commitment to driving initiatives, identifying upsell opportunities, and collaborating with other customer departments and suppliers. As the primary owner of accounts, I ensure alignment with customer release plans and internal processes while being proactive in all areas.My success in strengthening operations and collaborating with major functions (Public & Private Cloud Delivery, Office 365, End User Computing) has allowed me to deliver organization goals and identify new opportunities for growth. I have a global outlook but am sensitive and respectful to different cultures and modes of operation.

• Spearheaded the establishment of the Cloud Center of Excellence (COE) within the T&T Department for Poland.• Contributed significantly to solution development by collaborating with the bid team, solution analysts, and architects to influence and shape transition strategies.• Provided decisive leadership to the program team, stakeholders, delivery partners, and colleagues, ensuring a clear direction for successful project execution.• Demonstrated adept team-building skills, fostering quick and effective work rapport with distributed team members.• Undertook the role of Cloud Program Manager, successfully leading Cloud transitions for both Vodafone and CLS Bank.

Responsible for establishing technology strategy for current & future products deployment and IT operations for products hosted on cloud (Amazon Web Service ) to provide best in class scalability, performance, reliability, and above all, able to handle millions of users concurrently.Responsible for driving a change to DevOps Culture and managed a large result oriented DevOps Team.

• Held accountable for Infrastructure Solution Design, Data Center/Disaster Recovery (DC/DR) Designing, IT Pre-sales Support, and assumed a strategic role in securing new business from existing clients as well as prospective ones.• Formulated technical solutions in strict accordance with the contractual requirements outlined in Request for Proposals (RFPs) while adhering to cost parameters.• Incorporated industry best practices for Cloud (Public/Private) and emerging technologies into the solution approach, showcasing an organized and adaptive proficiency in modern technologies.• Collaborated with partners to develop Joint Go-To-Market Strategies, fostering effective and cooperative approaches to business development.• Demonstrated a comprehensive and operational understanding of assessing risk factors and their impact on profitability.• Possessed extensive expertise in Business Continuity/Disaster Recovery (BC/DR) planning, conducting gap analyses, and formulating recovery strategies.• Successfully handled nearly 60 RFPs, achieving an impressive success rate of approximately 33%.I possess in-depth knowledge of Cloud (Private/Public) & Converged Infrastructure, assessing operational risk cause and effect on profitability, and constructing, tailoring, and negotiating business continuity and disaster recovery contract SOW for both customer engagement and partner provisioning.I work with stakeholders across the globe to establish a roadmap for successful project implementation and I am proficient in conducting BC/DR gap analysis, developing recovery strategy and plan, creating project plans, and facilitating annual Crisis Management, Business Continuity Planning, and planning disaster recovery exercises.

I have worked with some of India's largest e-governance programs. With experience in IT transformation, vendor management & resource management and business continuity planning enables me to lead high-performing teams to deliver exceptional results.At Infosys, I led a young and energetic team of 50+ professionals for infrastructure support services for TDS Program - Income Tax Dept. India & Ministry of Corporate Affairs. I was responsible for IT solution designing, IT process & service delivery excellence, and IT transformation. I supported around 20+ platforms including database, storage, operating systems, networks & security, monitoring and automation, middleware, and reporting tools.I have hands-on experience in analyzing business requirements to determine system design, potential issues, and related costs for each project request. I have also responded to RFPs for multivendor deals with sizing, quotations, and negotiations. My experience in onshore-offshore delivery models plays an important role in project costing.As a leader, I have successfully led my team to achieve CMM L5 certification and shouldered the responsibility of all third-party audits for the project. I am passionate about delivering successful IT projects.

Client: First Caribbean International BankProduction Datacenter: New Jersey, US DR/UAT Datacenter: San Jose, USFrom Aug 2011- Jun 2013- Designed and implemented the high-availability solution for TCP communication across various payment networks. The Solution for this mission critical banking application had to provide 99.99% plus uptime. Our robust designing & eliminating failures through Component Failure Impact Analysis helped in providing the appropriate solution. Ensured real time data replication to DR site to achieve the stringent RTO & RPO.- Establish 24 X 7 support procedures for day to day operations and administration of the datacenter (Prod & DR) environments. Working with multiple Vendors/Partners Datapipe, American Express, MasterCARD, Discover, VISA, Shift 4, Cardinal Commerce, HPS for Acquiring/Issuing Business. Hand-on Experience in various Edit Packages, CLEO (Automated SFTP Transfer SW), etc. tools used in Payment Card Industry- Ensured that all our application solutions and hardware equipment’s are secure as per PCI compliance. Used in Tripwire, Nexpose & Alert logic for Server Hardening, Incident detection, Continuous Monitoring, etc. Implemented various security tools for maintain this compliance which is most critical for any Bank.- Played a significant role in developing, standardizing and implementing ITIL Processes. Executed Service management plans including Incident Analysis, Problem Management, Change management, capacity planning, Availability management, configuration and release management.- Responsible for Team management activities involving roster creation, appraisals, team hurdles, mentoring of team members, creation of skill matrix's. - Actively involved in RFPs for upcoming projects in US. Analyzed business requirements to determine system design & potential issues. Supported pre-sales efforts as needed to identify all start-up duties, transition tasks, and schedule.

: IT Transition/Operation Manager for FinnOne (Nucleus Flagship Product) & PowerCARD migration. Transition means Systematic planning, implementing, and monitoring change with minimal impact on Business.Lead the Team in analyzing infrastructure requirement for FinnOne/PowerCARD Implementation. Worked with IBM, Oracle, HPS, Persistent, HP, Brainy Work and Mitsubishi for this project in Infrastructure, Construction, Datacenter Operations and Component Failure Impact Analysis.• Worked on Legacy System Modernization (Removal of Mainframes)• Lead the System Integration Testing throughout the phase of project.• Leading the transition of C-TERM and ATM Go Live. • Managing Test, Production and DR environments for the client. • Lead the Implementation of Zenoss Monitoring System as per customer requirements.• IT Operations: Designing and implementation of jobs through Control-M.• IT Operations: The Solution Provided High Redundancy at each level of design & SPOF were removed by Component Failure Impact Analysis both at H/W & S/W level.• IT Operations: Lead the concept of Human free Datacenter.( Automation)• IT Operations: Preventive Maintenance. Designed and implemented the complete process keeping Business Requirements as Input.• Leading onsite team of 24 people.• Monitor and track execution of change activities across the shifts & Publishing of Incident Management Report. Timeliness and Effectiveness on all scheduled change implementations.• Interaction with other domain owners: Work with other account domain owners to ensure seamless, end to end service delivery across processes e.g. Problem, Change and Incident Management.• Conduction interactive sessions with the Domain Leads and Managers on recurring problems and designing a solution for them.

• Site-Site VPN connectivity on Contivity, Watchguard, Juniper’s Net Screen.• Establishing and Maintenance of WAN traffic b/w various Nucleus Offices. • Installation & Maintenance of Routers/Switches. • Up gradation of IOS of Switches and Cisco Routers. • And was involved in migration of Nortel Core Passport 8610(L3) Switch to Cisco 3600.• Designing architecture and implementation of Active Directory infrastructure.• Designing architecture and implementation of MS Exchange Migrations/Maintenance.• Coordination with the vendor for the successful implementation of infrastructure solution.• Usage of ITIL process oriented tools for the incident management, change management, configuration management, and problem management• Performing POC for many Solution designing.• Help in developing, standardizing and continually improving processes to ensure efficient and consistent functioning of the project.• Implementation and Troubleshooting of TCP/IP, DHCP, DNS, WINS, and other network protocols & services. • Implementation/Maintenance of MacAfee Antivirus EPO server also the Implementation & Migration of IMSS 5.7 to 7.1.• Lead the Implementation of Request System Whizible (A product from Compulink).• Implemented Zenoss & NAGIOS tool for System, Performance & Application Monitoring.

• Provided overseas Clients Result–Oriented Training.• Resolving problems, troubleshooting and ensuring continuous operational excellence for the development of the training programs