Accountale for IT Service Management of the Bank with focus on CX (Customer Experince) and EX (Employee Experince)

Entrusted to Enable IT Services for Employees across the Globe as Technology Area Lead in Employee Experinece. Major Accountabilities:- PcaaS and SaaS for Employee Personal compute globally - Desktop Engineering and Support for innovation - Application virtualization for devise independent compute - IT Service management for India, Manila and Chengdu - Desktop Security and Life Cycle Management t/o enhance customer experience by

Entrusted to enhance user experience across the Bank by implementing cloud based service management tool. The responsibility includes design consideration of integrating internal systems, orchestrated workflows and digital experience to users. Transforming the team as Site reliability Engineers (SRE) within principles of DevOps to automate the menial tasks through continuous integration and delivery. Being the front end of technology, providing predictable IT services to all employees and enhancing the services based on users' expectations, feedback and Industry trends. Presently leading a BU of more than 300 multi-skilled professionals transforming the user Experience. The role also requires management of IT assets of hubs.Achievements:---------------• Worked with CEO, Shayne Elliott in his first twelve JAM initiatives to drive NWOW/Agile culture in the Bank, also a change champion of this initiative• Organized multi skilled resources as squads to improve various services impacting Employee Experience. The team is focused on agile principles 'user pain points' and 'definition of done' • Winner of Take Charge and Standout award for rolling out Printer as a service for Business• Streamlined IT Asset LCM and governance process by implementing operational contract management for critical vendors.• Transformation through SRE resulted in substantial manual efforts of IT ops and provided simple and faster services to employees. • Removed point tools by implementing in-house developed Orchestrator resulted in an appreciable saving year on year on product license. • Onboarded new service management interface with self-service capabilities. • Implemented self-service password management capabilities including single sign-on• Delighted the New users by improving the on-boarding process. • Rolled out first phase of services through SaaS based ITSM tool (ServiceNow).

Leading a Global team entrusted to manage Databases, Warehousing and Big Data solutions hosted in internal and external cloud. Also appointed as Head - Risk & Audit Global Platform Management (since June'15)Achievements:-----------------• Transformation of operation by establishing global accountability and improving People, Process and Automation aligned to strategic plan. More than 60% reduction in major and minor incidents, 66% reduction in MTTR, Change success rate 99.4%, Productivity improvement by 15%, Employee engagement score up by 35% and appreciable cost reductions. • Operational and financial model for shared usage of Data warehousing solutions• Establishment of Application DBA capability for improved Application performance• Support model for Internal/External hosted cloud solutions.• Big Data pilot environment and demonstration of sample MapReduce algorithms • Automation: DBaaS, ISCC and drift auto healing, patching, PUAM• License consolidation and Lifecycle management for compliance and stability • Exceeded the diversity targets of the organisation • Improvement of Risk profile of Global Platform Management by 30% by proactive Risk Management with a commitment to ‘zero’ overdue risk and audit items.

As Global Head of change management was entrusted to transform the global change process and establish appropriate controls to ensure service and technology changes in the Bank have minimal impacts on business so that business strategy and the growth of the bank is well supported.Achievements:----------------• Established Service Transition process in the bank to address non-functional requirements of operations improving stability of IT services by many folds.• Redesigned Global Change management process aligned to ITIL v3 and Industry best practices and migrated it to new tool infrastructure.• Improved change success by 48% by appropriate control and governance.• Optimal business management of S&IM by streamlining charge back, resource hiring and deployments processes.• Working as Service Manager India established an open and honest communication link between business and Technology to build the trust and ultimate satisfaction of the customer.

Establishing an optimal global support function for global network, a team which is highly dedicated and professional in ensuring high availability of the network across all regions in the Bank, including enhanced partnership with vendors to support ANZ stability agenda. Infrastructure remediation including Life Cycle Management. Achievements:----------------• Established the Network Services function in India by transitioning roles from other part of the world for optimal cost and quality • Established global support of links and devices with a focus on capacity and performance management, leading to overall stability of IT services across the Bank.• Driven partners for optimal results and reduced operational costs• Integrated voice solutions including WFH solutions

Leading a team responsible to provide onsite / offsite services to the global customers in areas of MNS (Managed Network Services), MSS (Managed Security Services), Call Centre Solution Management, IT Infrastructure Management, Network Application Management and MDS (Managed Data Services). Ensuring Service Delivery and Service Support processes as per ITIL framework and conforming to BS15000 certification. Liaising with VSNL & DoT officials and adherence to the government guidelines.Achievements:----------------• Improved customer satisfaction survey index by 15%• Led the virtual team to obtain BS 15000 certification for C&W India• Led the organisation to obtain BS 7799 certification for C&W India in a record timeframe of 4 months, recognised as the best project of the year.• Implemented custom monitoring and management solutions for customers using openSource technologies.• Established video wall for Network Map for Shell IT Leidschendam• Stepped up and led the initiative to obtain the order of Merrill Lynch and established the operations for new devices and technologies.• Provided consultation to C&W global on establishing Information Security framework and Certifications • Streamlined the shift operations including escalation process. An initiative to improve response time and ultimate customer satisfaction• Cross skilling of staff for optimal operations.

Leading a team of Systems and Network Engineers and working for Systems / Network / Application Administration & Management.. NOC operations and remote managementAchievements:----------------• Established the Enterprise wide operations aligned to ITIL.• Implemented Industry best practices in the organisations which start-ups normally lag due to the nature of their business.

Leading a team and working in Areas of IT Infra building, Project Management, Re-Engineering, ISO 9000. Also Technical Assistant to Sr.D.M. (Projects)Achievements:---------------- • Successfully Implemented ISO 9000. My contribution to this initiative was as DCI (Document Control In charge) of whole Engineering Department.• Led the initiative of Communication Channel Re-engineering for Raw Material Divisions, resulting in advanced communication technology implementation for faster information sharing. • Successfully managed large projects (> Rs. 3 Billion) under Modernisation phase III, working as Technical Assistant to Head of Projects.• Successfully delivered the project on establishing communication channels for optimising fleet of operations.• Design and implementation of Plant automation using DCS (distributed Control Systems) and PLCs (Programmable Logic Controllers)

Automation projects using PLCs, DrivesAchievements:----------------• Designing and implementing electrical logical solution to Automate operations of Nino Costa machine in a record time of two months.