Head Datacenter Operations, leading teams supporting Windows, Linux, VMware, Server Hardware, Storage, and Backup Solutions.Collaborate with clients to understand service needs, actively contributing to effective solutions.Supervise daily operations, optimizing revenue, customer satisfaction, and employee productivity.Assist senior leadership in strategic budgeting for programs and projects, ensuring alignment with organizational goals.Promptly resolve client complaints… Show more Head Datacenter Operations, leading teams supporting Windows, Linux, VMware, Server Hardware, Storage, and Backup Solutions.Collaborate with clients to understand service needs, actively contributing to effective solutions.Supervise daily operations, optimizing revenue, customer satisfaction, and employee productivity.Assist senior leadership in strategic budgeting for programs and projects, ensuring alignment with organizational goals.Promptly resolve client complaints, providing timely solutions and follow-up for resolution.Mentor new hires, contributing to stronger staff development and overall productivity.Maintain optimal staffing levels, ensuring timely and accurate deliveries.Actively contribute to continuous improvement by assessing skill gaps, implementing training, and ensuring effective updates of Knowledge Management artifacts.Contribute to managing and monitoring projects impacting capability operations. Assist in the execution of changes as defined in the Request for Change management process.Adhere to procedures for operational and strategic communication, reporting, and decision-making in capability governance. Define and manage performance measurement metrics for operational performance reporting.Identify and implement corrective/preventative actions, conduct root cause analysis, and seek approval for actions from relevant governing bodies in problem management.Manage the implementation of technology refresh plans, ensuring up-to-date infrastructure. Drive IT capability continuity planning with the maintenance and implementation of robust Continuity and Recovery Plans.Utilize verbal and written communication skills to convey complex information. Actively participate in strategic planning within the immediate area affecting operations.Slashed YoY average Major Incidents by 58% by enhancing the processes adherence & proactive problem analysis / management. Met major incident response and restoration service levels over 8 quarters. Show less

Orchestrated IT operations, ensuring seamless service delivery and client satisfaction. Conducted training sessions to enhance team skills and capabilities.Collaborated with customer executives, providing strategic advice and aligning goals with digital transformation initiatives.Ensured the highest customer satisfaction through data-driven insights on service delivery, IT assets, and resource optimization.Led talent acquisition, hiring, training, and daily coaching of staff… Show more Orchestrated IT operations, ensuring seamless service delivery and client satisfaction. Conducted training sessions to enhance team skills and capabilities.Collaborated with customer executives, providing strategic advice and aligning goals with digital transformation initiatives.Ensured the highest customer satisfaction through data-driven insights on service delivery, IT assets, and resource optimization.Led talent acquisition, hiring, training, and daily coaching of staff. Conducted performance reviews, offering constructive feedback for staff development.Effectively communicated with executives, optimizing development efficiencies and resolving technology issues. Assisted in conflict resolution during negotiations and acquisitions.Drafted contractual commitments for day-to-day operations, ensuring compliance. Managed service deliverable SLAs and recommended changes for achievement.Led high-profile projects, planning, designing, and scheduling phases. Coordinated PC/OS Rollouts, Orchestration, and Automation projects. Produced monthly service review reports, updating customers and senior leaders.Provided input on vendor selection and management. Contributed to the budget planning process.Orchestrated transformative projects, including Network switch replacements, Active directory migration, Office 2016 rollout, and Laptop & Workstation rollouts (~5000 EUC devices). Collaborated effectively with diverse technical support teams for seamless project delivery.Improved client satisfaction by 24% through continuous service improvement initiatives. Collaborated in deploying a customer self-service portal, optimizing helpdesk efforts by ~30-40%. Show less

Led operational support and project expertise in Wintel & VMware Infrastructure, Enterprise Servers, and Storage.Promoted and ensured collaborative working and service delivery for multiple outsourced clientaccounts across diverse geographies.Worked closely with internal management, Practice heads, Technical Architects, Client's Capability leads, and ITSM governance departments to brainstorm, discuss strategy, and mitigate systemic issues.Directed day-to-day operations, focusing… Show more Led operational support and project expertise in Wintel & VMware Infrastructure, Enterprise Servers, and Storage.Promoted and ensured collaborative working and service delivery for multiple outsourced clientaccounts across diverse geographies.Worked closely with internal management, Practice heads, Technical Architects, Client's Capability leads, and ITSM governance departments to brainstorm, discuss strategy, and mitigate systemic issues.Directed day-to-day operations, focusing on key business metrics, continuous improvement initiatives, and a 10-member management team.Evaluated upcoming program plans, forecasted resource needs, and established effective controls in the annual budget to prevent overages.Collaborated with IT and business teams to develop and enhance architecture for better tracking of business KPIs.Oversaw day-to-day operations, supervised a team of People Managers across multiple accounts. Devised, deployed, and monitored processes to boost long-term business success and increase profit levels by 21%.Recruited, hired, and trained initial personnel, establishing key internal functions andoutlining positions for the new organization. Reduced financial inconsistencies by assessing and verifying billing invoices and expense reports, contributing to growth, cost savings, and simplification.Identified & Implemented multiple Shift Left use cases whereby repetitive tasks previously handled by L2Infrastructure and Application teams were cataloged with comprehensively detailed knowledge documentation and successfully transitioned to Service Desk staff, resulting in up to 50% improved time to resolution and 30% increase in First Contact Resolution. Show less

Strategic Coordination: Coordinated with management teams to plan, develop, and execute strategies aligning with the client's vision, mission, and purpose.Project Management: Managed Infrastructure upgrade projects, defining scope, Implementation Plans, and securing change approvals.Leadership and Training: Led and directed a team of 10 senior infrastructure engineers, conducting root cause analysis and providing mentorship. Contributed to the interviewing process, made new hire… Show more Strategic Coordination: Coordinated with management teams to plan, develop, and execute strategies aligning with the client's vision, mission, and purpose.Project Management: Managed Infrastructure upgrade projects, defining scope, Implementation Plans, and securing change approvals.Leadership and Training: Led and directed a team of 10 senior infrastructure engineers, conducting root cause analysis and providing mentorship. Contributed to the interviewing process, made new hire recommendations, and oversaw daily workflow.Operational Efficiency: Managed high workload, achieving deadlines and production targets. Improved team efficiency and productivity through workflow restructuring and assignment management.Promotion to Operations Manager: Promoted to Operations Manager based on consistent excellent performance to handle additional responsibilities. Show less

Subject Matter Expertise: Provided consulting/subject matter expertise on HPE Blade systems, Storage Works Modular Smart Array, Ethernet switches, and Enterprise Servers & Storage.24/7 Support and Maintenance: Worked flexible hours, provided on-call support, and performed scheduled/unscheduled maintenance for critical server issues.Service Delivery and Communication: Managed service delivery of level 3-4 Wintel & VMware support, engaging in regular communications with assigned client… Show more Subject Matter Expertise: Provided consulting/subject matter expertise on HPE Blade systems, Storage Works Modular Smart Array, Ethernet switches, and Enterprise Servers & Storage.24/7 Support and Maintenance: Worked flexible hours, provided on-call support, and performed scheduled/unscheduled maintenance for critical server issues.Service Delivery and Communication: Managed service delivery of level 3-4 Wintel & VMware support, engaging in regular communications with assigned client Business unit Leadership.Knowledge Base Enhancement: Expanded the knowledge base for the help desk staff by authoring comprehensive documentation for system configuration and troubleshooting.Consistent On-Call Support: Provided unwavering support through on-call rotation duty.Troubleshooting and Analysis: Developed solutions to operations issues, performed ad hoc deep-dive analyses, and analyzed HP Bladesystem enclosures and Virtual Connect related network issues.Promotion to Team Lead role: Promoted to Team Leader role based on consistent excellent performance to handle additional responsibilities. Show less

HPE BladeSystem Management: Oversaw the deployment and management of HPE BladeSystem across data centers, ensuring alignment with policy and standards.Asset and Component Maintenance: Ensured timely asset and component replacements to support break-fix activities.Technical Troubleshooting: Collaborated in troubleshooting complex hardware and network issues, contributing to swift issue resolution.Coordination with Datacenter Engineers: Worked closely with co-location data center… Show more HPE BladeSystem Management: Oversaw the deployment and management of HPE BladeSystem across data centers, ensuring alignment with policy and standards.Asset and Component Maintenance: Ensured timely asset and component replacements to support break-fix activities.Technical Troubleshooting: Collaborated in troubleshooting complex hardware and network issues, contributing to swift issue resolution.Coordination with Datacenter Engineers: Worked closely with co-location data center engineers to guarantee on-site work met company standards.Server Build Validation: Validated server builds to ensure adherence to both business and security standards.Documentation and Scenario Planning: Created manuals for remote service interactions, defining triage and response policies for common ticket types.Issue Resolution and Maintenance: Troubleshot failed drives, warnings, and unscheduled reboots, diagnosing and resolving hardware, software, and network problems while replacing defective components.Patch Management and Backups: Installed patches, conducted system builds, and managed image updates alongside performing backups.Promotion to L3 - Principal Infrastructure Engineer: Achieved promotion to L3 - Principal Infrastructure Engineer based on sustained performance and expertise. Show less

Customer Support and Communication: Responded to support requests, guiding end users through troubleshooting tasks.Effectively explained diagnostic findings to customers and provided detailed repair or service options.Technical Expertise and Training: Gained comprehensive knowledge of standard equipment, including manufacturer repair guidelines. Trained colleagues on the deployment and maintenance of HP ProLiant servers, HPE BladeSystem Enclosures, Blade servers, and Virtual Connect… Show more Customer Support and Communication: Responded to support requests, guiding end users through troubleshooting tasks.Effectively explained diagnostic findings to customers and provided detailed repair or service options.Technical Expertise and Training: Gained comprehensive knowledge of standard equipment, including manufacturer repair guidelines. Trained colleagues on the deployment and maintenance of HP ProLiant servers, HPE BladeSystem Enclosures, Blade servers, and Virtual Connect modules.Product Knowledge and Collaboration: Researched technical specifications, communicated information accurately, and assisted in product demonstrations. Collaborated with HP's Global Competency Center (Engineering) team on reported errors and bugs, contributing to the deployment of release fixes. Show less

Technical Support and Issue Resolution: Provided basic technical support for clients on a wide range of Dell technology products. Addressed issues promptly, leading to improved customer satisfaction ratings and timely resolutions.Customer Interaction and Sales: Conferred with customers to resolve concerns about products or services, actively driving sales. Consistently exceeded revenue quotas through effective product and service promotion during routine calls.Supervision and Coaching:… Show more Technical Support and Issue Resolution: Provided basic technical support for clients on a wide range of Dell technology products. Addressed issues promptly, leading to improved customer satisfaction ratings and timely resolutions.Customer Interaction and Sales: Conferred with customers to resolve concerns about products or services, actively driving sales. Consistently exceeded revenue quotas through effective product and service promotion during routine calls.Supervision and Coaching: Escalated issues to supervisors when standard processes were insufficient. Coached new team members on service techniques, providing scoring through the quality assurance program.Recognition and Contribution: Recognized for invaluable contributions, including the proactive discovery of a fix for a widespread malware issue affecting customers. Awarded as the Most Valuable Contributor for two consecutive quarters. Show less