• Led and supervised data center technicians, ensuring efficient IT infrastructure operations, high uptime, and optimal resource management (hardware, network, servers).• Provided comprehensive technical support and troubleshooting, resolving complex technical issues and ITSM-related Service Desk inquiries with a high first-call resolution rate (98%).• Collaborated effectively with vendors, customers, and stakeholders to achieve excellent service delivery, exceeding expectations (95% CSAT).• Analyzed and optimized data center performance using PMP methodologies, identifying significant opportunities for improvement (resulting in notable capacity increase). Developed and managed budgets, achieving substantial cost savings.• Oversaw comprehensive data center infrastructure, including GPON setup, Triple Play Services, Facial Recognition, AI-based footfall analytics, network security, IP Networks (LAN/WAN), Wireless, Telecom, IoT Infrastructure, and Private Cloud Infrastructure (managing co-location services).• Implemented ISO 27001 compliance measures and participated in security audits to ensure adherence to the highest industry standards and regulations.• Established and oversaw security incident response processes (Security Incident Management), performed regular security audits, and stayed current with Information Technology Trends and Best Practices (resulting in 99% security incident resolution).• Managed maintenance and monitoring of data center systems, including incidents, problems, and changes.• Mentored and trained direct reports in both technical and soft skills development, emphasizing cyber security best practices.• Conducted training sessions on cloud computing technologies and service best practices, empowering staff to deliver exceptional service.• Recruited and trained data center technicians to maintain optimal staffing levels and ensure alignment with evolving technical skills requirements.

• Data Center Infrastructure Management (DCIM)• IT Strategy and Policy Planning• Information & Cyber Security Management• Managing GPON (Fiber | Copper) setup & Triple Play Services• Artificial Intelligence based footfall analytical system• Facial recognition system management• Managing co-location cloud services for group of companies• IT Project management• IP based video surveillance & RFID system (Command & Control Room)• Wireless, Telecom (Distributed Antenna System) & IoT Infrastructure• IP Network for Mall corporate users and tenants• Monthly and ad-hoc status report compilation & data analysis• Member of Mall Compliance team fostering collaboration between different stakeholders• Onboarded new employees with training and new hire documentation.Key Achievements:Transformation of ICT:Successfully led the transformation of the ICT department from a traditional cost center to a profit center, driving revenue generation and business growth.Revenue Generation Domains:Triple Play Services: Orchestrated a lucrative revenue-sharing model with internet service providers, securing a 10%-30% share for offering high-quality triple play services to tenants. The entire infrastructure, seamlessly deployed by the mall, ensures a consistent annual income.Mobile Services: Established partnerships with two major mobile operators, generating substantial monthly revenue through space and service rentals. Providing cellular services to customers, we have successfully monetized our infrastructure.Managed Services: Pioneered the introduction of managed services for a group of companies, currently hosting and providing co-location services for 3-4 enterprises. This initiative has resulted in a significant revenue stream, generating good revenue per company per month.

• Planning, Designing, Managing & Implementing Network Infrastructure & Data Center Projects• Ensuring timely, professional, and effective completion of all Projects• Identified plans and resources required to meet project goals and objectives.• Achieved project deadlines by coordinating with contractors to manage performance.

• Project management/ SLA management• Monthly & weekly customer project report• Handling ISO 9001:2008 QMS• Microsoft SharePoint for departments access• Contract management via Microsoft CRM• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.• Made hiring recommendations to increase company's productivity and profitability with quality workers.

• Monitoring network utilization & troubleshooting for Australia & New Zealand LAN/WAN devices and provide timely resolution of problems• Data analysis, evaluation, statistical report analysis.• Accurately read, understood and carried out written instructions.• Assessed facilities to determine capacity and needs for telecom systems.

• Vendor Management along with Monitoring and Troubleshooting the entire LAN/WAN• Managing IP network (LAN| WAN)• Configuration and troubleshooting of Cisco 7206 VXR, 3800, 2800 & 3600 series Routers, Catalyst 6500, 3500 & 2900 series switches • Configuring access control lists, Site-to-Site and Remote Access VPNs.• Configuring Network Monitoring tools (MRTG, PRTG, Cisco Works and WhatsUP Gold).• Coordinating and meetings with vendors in troubleshooting and commissioning of Data links.• Monitoring and troubleshooting the entire Network of “1-Link” (Shared ATM Platform).• Supporting all aspects of production networking infrastructure, including layer 2 and layer 3 switching, routing, internet connectivity and IPSEC VPN solutions• Facilities provisioning (installing Racks, setting up power, installing Ethernet, Fiber Optic and Console cabling and KVM)• Coordination with local as well as teams across multiple time zones• Participate in a 24x7 call-out rota if required• Managing Network security devices including Nokia Firewalls, IPS (Intrusion Protection System)• Performance monitoring, tuning and troubleshooting of large scale networks

• Giving Level 1 Help Desk support and Customer Services to the DSL Clients to determine the nature of their problems and relevant solution to ensure high customer satisfaction• Escalating the issue to Level 2 engineers if issue persist• Analyzing records of customer inquiries and complaints to identify trends• Installing & configuring computer hardware, software, systems, networks, printers and scanners• Troubleshooting DSL, ISDN, Dial-Up and VPN Network problems after analyzing the client Network Scenario &Monitoring the client’s downlink and uplink traffic and bandwidth usage through MRTG. • Monitoring client circuit’s real time uplink/downlink status by using SolarWinds NMS