As Delivery Manager I was responsible for Managed IT services delivery for SUN Pharma with a user base of 36k users spread across India, Americas, Europe, APAC, Middle East and Africa

Client: Wipro Infotech ENU Client Responsible for ensuring that the Program Service delivery and the compliance with ISO 20000 quality & ISO 27001 security standards.Responsibilities included:• Formation of ITIL process documents and associated templates, guidelines and work instructions• Improvement on process KPIs• SLA Management• MIS reporting on process adherence• Escalation Management• Domain Reviews.• Ensuring compliance to organization’s ISMS… Show more Client: Wipro Infotech ENU Client Responsible for ensuring that the Program Service delivery and the compliance with ISO 20000 quality & ISO 27001 security standards.Responsibilities included:• Formation of ITIL process documents and associated templates, guidelines and work instructions• Improvement on process KPIs• SLA Management• MIS reporting on process adherence• Escalation Management• Domain Reviews.• Ensuring compliance to organization’s ISMS policies• Driving effective SOP and Knowledge-base development• Site specific induction & process awareness sessions• Operations team reviews on performance and initiatives Show less

I was associated with the Wipro premium BFSI customer and operated out of client location at Mumbai. The program catered to IT needs of employees in a manner conforming to ISO 27001 & ISO 20000 standards. Services offered included End User Computing support, Server / Network / IT Security administration and Asset management. Lead the Domains like IT Security (End Point Management ), Patch Management (IEM), Application & Tools Management (CA Products), Automation initiatives , Major Incident… Show more I was associated with the Wipro premium BFSI customer and operated out of client location at Mumbai. The program catered to IT needs of employees in a manner conforming to ISO 27001 & ISO 20000 standards. Services offered included End User Computing support, Server / Network / IT Security administration and Asset management. Lead the Domains like IT Security (End Point Management ), Patch Management (IEM), Application & Tools Management (CA Products), Automation initiatives , Major Incident Management (responsible for a Business critical incidents ) Was responsible for driving compliance to ITIL Incident & Problem Management processes. Got the opportunity to create MIS reports for these processes & engage in Service Improvement Plans.Responsibilities included:• Ensuring problems were recorded in accordance with Problem Managemento Service Improvement Plan and Incident reductions.• Handling escalated incidents as part of Reactive Problem Management• Verification of RCAs & reduction of incidents by implementing preventive actions• MIS reporting on performance metrics & critical success factors• Availability of strong Knowledge Base & driving effective usage• Managing the End Point security (Anti-Virus & Patch Management)• Responsible for ITSM tools ( Up-time and all enhancements )• Responsible any new deployment via IEM product.• Automation And incident reductions as per the Customer requirements Show less

Project Manager (E&U Business)-WIPRO Ltd.

Working as IT Operations Manager (E&U Business)-WIPRO Ltd.

1. Handled the team size of 60 Members team, which include Desktop supporting team, Network Team (NOC), & Asset Team (H/W and S/W) with an asset base of 75002. Single Point of contact for all IT infrastructure related in the location.3. Proactively work with IT team and vendor to remediate security policy violations. 4. Provide Security input into business group scorecard (BS7799).5. Coaching, mentoring, and call monitoring, and ensuring solid communication across entire team… Show more 1. Handled the team size of 60 Members team, which include Desktop supporting team, Network Team (NOC), & Asset Team (H/W and S/W) with an asset base of 75002. Single Point of contact for all IT infrastructure related in the location.3. Proactively work with IT team and vendor to remediate security policy violations. 4. Provide Security input into business group scorecard (BS7799).5. Coaching, mentoring, and call monitoring, and ensuring solid communication across entire team. 6. Ensure that technicians are current with the latest upgrades and/or new releases. 7. Drive metrics and maximize performance by effectively managing and allocating resources. Develop strong working relationships with counter-part in other regions through Best of Breed sharing.8. Respond to security incidents and policy violations on site in partnership with Network Security Incident Response team (BS7799).9. Responsible for the successful achievement of the goals for Productivity and effectiveness as defined in the Operational and Financial plans. 10. Provides status reporting to the Operations manager and Area Managers. Identify and resolve IT problems within an agreed SLA. 11. Communicate with management and subsidiary personnel on all IT OF initiatives and status. 12. Generate daily report for the calls handled by engineers and carrying the analysis. 13. Monitoring & maintaining incident response / resolution time14. Monitoring & maintaining repeat & re-opened incidents15. Monitoring incidents per machine per month and using Preventive Maintenance to keep it low16. Tracking CSAT index and addressing factors pulling it down such as engineer soft skills, technical skills & end user awareness.17. Induction of new engineers & refresher trainings on ITIL processes18. Induction of new employees towards services offered by IT Management Group19. Preparing Disasters Recovery Test calendar/risk assessment. Show less

Managing the enterprise network of Wipro Technologies. The network is a state of the art OSPF based network. The job involves monitoring the entire network (interoffice, internet & client links) and first level of troubleshooting