• Strategic Planning: Developed and implemented the IT strategy aligned with the organization's goals and objectives.• Budget Management: Oversaw the IT budget, ensuring cost-effective use of resources and staying within financial constraints.• Team Leadership: Lead, mentored, and managed the IT team, fostering a collaborative and productive work environment.• Technology Assessment: Evaluated emerging technologies and determined their potential benefits and fit within the organization.• Project Management: Oversaw IT projects from conception to completion, ensuring they are delivered on time, within scope, and within budget.• Cybersecurity: Ensured the organization's data and systems are secure, implementing robust cybersecurity measures and protocols.• Vendor Management: Managed relationships with external vendors and service providers, negotiating contracts and ensuring service level agreements (SLAs) are met.• Compliance and Governance: Ensured the organization complies with relevant laws, regulations, and standards, and establish IT governance policies.• System Maintenance and Upgrades: Oversaw the maintenance, support, and upgrade of IT systems and infrastructure to ensure optimal performance.• Disaster Recovery and Business Continuity: Developed and implemented plans for disaster recovery and business continuity to minimize disruption in case of IT system failures or other emergencies.

• Taking ownership of customer incidents and resolve them as per guidelines set by departmental and established corporate Key Performance Indicators (KPIs)• Proactively monitored, analyzed and troubleshot centralized and distributed LAN/WAN networks, network-centric applications, databases and multi-tiered client/server infrastructure at two Data Centers using BMC• Responded to Outages, Incidents, Problem tickets, ensuring they are resolved effectively against SLA’s• Performed analysis, forecast, and optimize performance and capacity across all resources and environments — physical, virtual, and cloud using BMC capacity management tool• Analyzed Statistics, produced Network Performance Reports on regular basis and monitored KPI• Used trace captured application packet analysis (Wireshark) to create an 'application profile'• Coordinated from end to end with all the stakeholders during production outages, communicate status, and provide periodic pages Emails/phone calls during Major Incidents• Acted as interface to Network Operations Groups, Engineering, Implementation and Third Party vendors• Tracked all interactions with REMEDY Ticketing System, route tickets to appropriate internal departments for further assistance• Implemented daily, weekly and monthly Database & OS backup jobs, calendars, application groups, special resources, run cycles for AIX and Wintel servers using Autosys• Batch job Migration Implementations and Management (including Development; Quality Assurance; Pre-Production; Production) in 4.5 and r11.0 environment using Workload Control Center, Embedded Entitlements Manager, and JIL (Job Information Language)

• Responded to requests for technical assistance in person, via phone and electronically as well• Troubleshot and resolved hardware, software and connectivity issues reported by users in a timely manner• Identified and escalated situations requiring urgent attention by level 3 engineers relative to SLAs time brackets• Prepared activity reports, documentation and updated team Wiki• Followed standard help desk procedures as outlined by ITIL• Adjusted users/groups security settings, files and folders permissions using Windows Active Directory• Performed other admin tasks such as reseting passwords, unlocking accounts, etc

• Designed, implemented and executed test cases for desktop and web-based applications.• Re-created software bugs, designed detailed test plans, performed feature testing, and created appropriate automation using AutoIT• Testing included security, performance, integrity, user interface and stability testing for the main product. • Participated in product/feature team meetings, code reviews, documentation and SilkTest™ code development.

• Remotely assisted thin-client users through Citrix MetaFrame• Configured user settings using Active Directory• Courteously provided technical assistance to many workstation users, and continuously followed up on clients’ tickets using Remedy ticketing system• Monitored many network nodes in the Network Operations Centre with the use of SysOrb monitoring tool, and provided support within the SLA time slots• Escalated to appropriate contact when necessary• Configured firewall policies for various clients• Worked in 12-hour night shift rotations