Nitin Kumar Email & Phone Number

London, England, United Kingdom

Managing Overall Delivery in the Account. Account P&L managementResponsible for Account growth

United Kingdom

*Service Delivery Manager for the Global Accounts of WIpro* Responsible for P&L* Managing Service across all the infrastructure towers like Service Desk, Digital workspace, Networks, Platform (Datacentre & Cloud) using ITIL Framework & Processes and Infra Security.* Responsible for organic sales (Delivery Led) within the account. *Managing a team of 200+ people across offshore & onsite, 3rd Party vendors & contractors.

New Delhi Area, India

Delhi Ncr

Delhi Ncr

 End to End driving all the technical activities in Datacenter like any new implementation, Upgrade, Incidents, Execution of any Change Request, Outages and other schedule/emergency activities.  Single Point of Contact of all the Datacenter related activities, Audits and customer visits.  Owner of all the production (Authentication) related Services which are running from this Datacenter for all the UID holder residents (Approx 17 Cr Residents) should be Up and running on 24/7 basis. SPOC for all the Authorised Service Agencies (They are the customer for UIDAI) for any kind of issues related to Authentication, any new implementation, any Outage or any other activity. Handling a Team of around 30 resources working on multiple domains which includes Server, Network, Security, Application, NOC, Database, Storage and Asset Management.  Responsible for team management like their performance review, Appraisals, Feedback, Attrition and other hygiene issues.  Ensuring the Shift Management to ensure that all the shift in all the domains should be manned on 24/7 basis support.  Handling the vendor Management and OEM’s like DELL, EMC, Cisco, RSA, Array for Next level support and H/W issue and ISP’s for connectivity like Bharti, Reliance and TATA.  Managing the Risk Register for entire Datacenter which includes Risk Identification, Mitigation plan and take customers sign off on that.  Responsible for driving the investigation of any issue and submit he RCA with corrective action to customer and ensure that implementation of the corrective action to prevent the cause for future.  Ensuring, owning nurturing relationships, expectation and co-ordination between the cross-functional teams.

New Delhi Area, India

 Responsible for end to end IT Operations at all the locations Nationally on 24*7*365 basis which includes Desktop Management, LAN/WAN Management, Server Management, Managing Security Services, Voice Technology (Nortel and Aspect) management from Central Location. Responsible for entire Datacenter Managing all the datacenter related audits as well as best practices.  I am the SPOC of all the New Implementation, existing Issues or any escalation from customer. I am addressing all these issues/escalation with the Team of 75 technical/Operational people Team deployed at all the locations nationally. Facing All Kind of IT and Quality audits done by Internal and External customers.  Responsible for Delivery of critical deliveries to my customer which includes technology services as well. Responsible for 99.50% uptime of Production throughout the locations with 7500 Seats.  Managing a Team of 75 resources with high satisfaction level, their Appraisals, Training Needs and other Hygiene issues.  Preparation of Daily, Weekly and Monthly MIS reports for Wipro and Spice Management to show the Project Status. Maintaining the Profitability in the business with consistently achievement of agreed SLA.

New Delhi Area, India

 Leading multiple teams like End User Support, Server Management, Network Management and Datacentre Support team.  Tracking all the critical Incidents and Problems which is Impacting Business through the CRM tool Clarify.  Managing all the OEM’s and ISP’s and other service providers like DELL, HP, Bharti, TATA & Reliance.  Identify and Maintaining Risk Register and preparing the mitigation plan of all the identified risks. Taking the sign off from customer, with the help of all the multiple teams and ensures that all the risks should be mitigated.  Owner of all the Maintenance Outage and Change Management Execution to enhance the performance of IT Service Delivery Team ensure the agreed Uptime. Owning all the internal and external IT related Audits like ISO20000, ISO27001 and all the rounds of SAS70 Audits which is done by KPMG Team.  Managing the entire Datacenter and related activities which was being used for delivery of International customer like Honeywell, AON, Pfizer, Kimberly Clarck and Nissan. Managing all the datacenter related audits as well as best practices.  Single Point of contact for all kind of technical and operational escalations from all the Processes.  Preparation of Monthly Dashboard for Site and present to Genpact IT Site Leader. Responsible for Appraisals, Progression/Succession Plan for all the Core and Partner resources of Wipro deployed at Site.  Regular Interaction with all the Process IT Managers to understand their pain areas/Needs and resolve all the long pending issues with IT Operations Team like any technical implementation, Corrective Maintenance Activity or any RCA.  Handling billing, payment & maintaining profitability in Business. Keeping track of all functional transactions records for the team.

Noida Area, India

 Managing the overall all service delivery and SLA Adherence at all the 12 Sites across India.  Planning, execution, monitoring, controlling and implementing the new Projects. Managing a team of 12 members, deployed at various locations in India. Managing their Training Needs, Appraisals and hygiene issues.  Maintain and work on Service Improvement plan and Risk register to mitigate the high impact risks.  Preparing Monthly SLA Report and present to Customer.

New Delhi Area, India

 Handled a team of 50 engineers deployed at various client locations to provide complete IT & hardware support as well as FMS support.  Overseeing key accounts such as Honda Seil cars, Denso India, JCB India, BEL, Xansa, Escort Heart, HCL BPO and Goodyear Tyres.  Handling AMC, FMS, and SAS renewals for existing clients, establishing & implementing business processes, project. Preparing monthly MIS generation and analysis, monitoring logistics activities & handling various process definition and implementation at the customer site. Addressing all the Escalations from Customers about Support provided by the Onsite and field support engineers.  Ensuring agreed SLA and business processes are adhered to and manage the relationship with customers. Handling billing, payment & maintaining profitability in Business. Managing timely invoicing & payment collection from all the customers.