Umesh Arora Email & Phone Number

Delhi, Dl, In

Noida, Uttar Pradesh, India

 Accountable and responsible for Infrastructure support services delivered from multiple location across the globe. Supporting customers in Change and Transformation Program by Risk Assessment, Solution Design, Business case preparation Significant experience of Service Delivery & Support, Project Management, Transition and Transformation, managing IT Infrastructure & Data Center Operations. IT Service Delivery Manager having broad experience in IT Service Delivery Management, IT Infrastructure Management and account Management, Contract management & compliance Experience of managing public and private cloud platform Accountable and responsible for managing P&L and driving profit margins Successfully completed Data Center migration programs including Data Center transformation to a Private Cloud & Azure Work on RFPs, draft proposals & propositions for new business and services offered by HCL Technologies Work closely with sales team for new opportunities, drafting proposals, contract negotiations & commercials ITIL Certified Professional with rich and valuable experience of Process definition, Implementation & Adherence in a consistent manner from a centralized delivery location  Successfully transitioned Service Desk and Infrastructure Services from Americas/Europe/APAC to offshore  Strong collaboration, team building, interpersonal, communication skills with proficiency at grasping new technical concepts quickly & utilizing the same in a productive manner Setup delivery support services in HCL Brazil and UK

Noida Area, India

 Heading teams responsible for providing end to end Infrastructure support across different technologies  Handling IT Service Delivery, IT Infrastructure Operations, team performances and functioning of various processes thereby focusing on maximizing customer experience while optimizing costs Contribute to practice and profitability, effective resource management, customer satisfaction through continued evaluation and modification of key performance delivery indicators (KPIs).  Accountability and responsibility of P&L, forecasts and over achieving gross margin targets Delivery Excellence: Review and Monitor service delivery planning, provisioning and measurement to ensure high quality services to improve customer satisfaction and IT operational health. Program Management for all new Initiatives, projects & Transitions Managed SLA Compliance for the client and under taken service improvement projects  Responsible from driving continuous service improvements and bringing operational excellence Part of Strategic governance and accountable for delivery of strategic, tactical & operational improvements and projectsCore Competencies: IT Service Delivery Management IT Infrastructure ManagementITIL Service ManagementData Center OperationsService Desk ManagementProgram ManagementClient Relationship Management

 Leading the team responsible for managing the Messaging infrastructure, Global Helpdesk and Global monitoring for FLEXTRONICS worldwide across 120 global sites. Supporting 2lakh users across the globe. Service Delivery Management for Global Service Desk, Data Center Operations and Global Messaging Services within Flextronics Responsible for technology and systems availability, technical SLA management with clients. Managing ITIL based service delivery for Operations of Flextronics Global Data Center Infrastructure and End User Computing End to End responsibility of managing messaging environment including design, migration and ongoing management for 200,000 users across 120 global sites.

• Successfully integrated 117 Exchange 5.5 sites into 6 Regional Exchange 2003 datacenters.• Coordinated with local site admins of 117 sites for the smooth progress of the migration process.• Operational management of a global Exchange domain.• Participate in a 24X7-hour on-call rotation to provide after business hours support• Supervised Microsoft Exchange systems to facilitate proper performance and performs diagnostics as needed.• Hands on experience of handling Active Directory as per requirement of maintaining Exchange.• Hands on Experience in Installing and commissioning new Exchange 2003 Servers in cluster environment.• Provide methods to optimize server installation and performance of disaster recovery as needed.• Coordinate with other Data Center teams for operational improvement initiatives

Mba, It Systems

Bachelor'S Degree, Information Technology