Vikas Tiwari(B.Tech,Pgdbm, Llb,Rhce,Malc,Prince2Expert) Email & Phone Number

Recently promoted to Principal Engineer and Working as a key Customer/Engagement Success and Program Manager, driving and spearheading multiple roles to ensure absolute engagement success, also managing end to end Operations, implementations, transitions, transformations, operations and service excellence, meeting regularly with project teams, multiple suppliers, key customer stakeholders for business & quality reviews of all in-process remediation efforts. Responsible for establishing utmost credibility with the customer in terms of business service excellence, assurance, and relationships. Representing project/program team on business review calls with Account Senior Management, Customer and Suppliers. Also contributing to the organization’s presales and product management team for creating offering slides and products

Noida, Uttar Pradesh, India

Working as a key Client Success Manager, driving and spearheading multiple roles to ensure absolute engagement success, that includes, managing key pieces like Global Operations, Transitions, Transformations, Implementations and overall delivery excellence including SIAM experience consulting.Driving regular governance and business assurance connects with project teams, multiple suppliers, key customer stakeholders, executive leadership for business & quality reviews of all in-process remediation efforts. Responsible for establishing utmost credibility with the customer in terms of business assurance, communications and relationship success. Also contributing to organization’s presales and product management initiatives for creating offering slides and products or refining them to clinch wide-ranging market opportunities.Opportuned to be a trusted face to several customers.

Noida Area, India

Noida Area, India

Working as a key project and service delivery management resource interacting closely with Senior Management,PMO, transition, different operation teams, keeping a strong check on service delivery and quality involved in ITIL framework management and project transition.Project/Operational Responsibilities Details Managing various transition activities, map out the transition and go live plan, increase the efficiency of resources, toenhance competitive position and effectively communicate the unique benefits and results to prospects. Developing solutions and project plans in response to prospective client requirements. Taking the knowledge transfer from the client and preparing necessary documentsResponsible for managing and delivering the work output within identified timelines. Trend analysis and managing resource requirement. Maintaining regular communication with the offshore team, proving them necessary documents, trainings and regularlyupdating the knowledge base. Acted as an Escalation Manager during transition and sometime in Steady State.Assess training and resources as per the projects’ and clients’ requirements. Taking care of escalation management and defined escalation matrices Parallel run and Go Live done successfully with client appreciation on the transition approach. Define and agreement with the client on the projects’ scope, develop and track the project plan Manage the client expectations, controlling project risks Publish weekly project dashboard and send to the key stakeholders Collaborate with stakeholders to ensure that strategies are aligned to organizational goals and executed effectively. Participate in all Governance reviews with the clients. Keep senior management apprised of project progress (Time schedules, quality and customer experience). Coordination with Admin, different tracks, HR teams for smooth set up for operations. Ensuring 100 percent adherence to ITIL/ITSM environment

Server Management / Application Server Management / MySQL Database Administration/ITIL /ITSM and Service Operations Management /Ticket Handling/Accomplishment of the advertised SLAs on tickets logged by the clients• Administration and support of Red Hat Enterprise Linux-3/4/5 ,Solaris9/10, Suse11 Production Servers, Test Servers etc.• Building Linux systems, installing client applications on LAMP solutions.• 2nd line support for clients running applications on Linux/Unix environment.• Esx4.1/5.1 installation / VM configurations / troubleshooting issues.• Data Center Management (with T2k Sun ,Sparc Sun , HP G5 , HP G8 Servers, etc)• Configuring New production servers using open source packages• Installation of client product and services and providing post delivery support and optimizations.• Participate in root-cause analysis of recurring issues• Debugging , Planning , implementation and product reserch / new release evaluation of softwares.• Identifying the root cause of Unix/sql related issues, troubleshooting and coordinating with different teams.• Service Management – Incident Management, Change Management, Service Improvement, Risks/Issues Management, Client Issues Management, Problem Management within an ITIL framework. Responsible for creating the Project Plan for several tracks like SQL, Unix with description of day to day activities andgetting Project Plan Sign-Off from different customers. Managed all required and available resources (engineers, facilities, equipment etc.) for optimized business usage andbenefit. Initiating Daily Status Call during transition and creating MoMs and sharing data with all stakeholders.Created the Risk Register and manag the risks and their remedies by interacting with offshore/onshore stakeholders. Identifying the root cause of Unix Issues, troubleshooting and coordinating with different teams. Designed the processes, policies and procedures for better service management.

Noida

• Web Server Management / Application Server Management / MySQL Database Administration/Ticket Handling/Accomplishment of the advertised SLAs on tickets logged by the clients• Remote Administration and support of Red Hat Enterprise Linux-3/4/5 ,Suse11 ,Fedora Core , Centos, Production Servers, Test Servers etc.• Participate in root-cause analysis of recurring issues• Monitoring the scheduled backups and troubleshooting errors• Debugging , Planning , implementation and product reserch / new release evaluation of softwares.• Management of LVS for server load balancing• Deployment on production server• Coordination and Mangement of ITIL based process in terms of Incident ,Problem and Change Management and their implemention while performing resolutions on Tickets.• 24*7 On Call responsibilty to resolve high priority/escalated issues during off business hours (One amongst the 4 ,on call resources” and the only one” in Linux domain to get this responsiblity in the entire project)• Provide Service support for Projects, Operations, Incident & Problem Management• Risk & Mitigation Management & Ensuring Service continuity• Participate in Client/Vendor Meetings, track & report issue closures• Responsible for Implementing various ITIL framework concepts & ensuring adherence in the environmentADDITIONAL RESPONSIBILITIES DURING ONSITE TO UK :• Successfully Managed Knowledge Transition with the client.• Trained and managed my offshore team so as to make appropriate knowledge transfer offshore.• Managed and coordinated developments between onshore and offshore team via audio and video conferencing.• Handled issues and successfully kept a track of various risk and gap analysis in the entire trip, in order to ensure successful completion of the KT.• Gathered rich experience in over all technical operations, client relationship management and handling work under high pressure environment.

Configuring New production servers using open source packages• Web traffic monitoring/management using Awstats• Participate in root-cause analysis of recurring issues• Remote management of Redhat Enterprise Linux / Fedora Core / Cent OS Production Servers & Test Servers.• Remote Server Monitoring of managed Linux Servers using ZABBIX..• Mysql DB Administration which includes replication of databases on the production servers & Test Servers.• Scheduling & checking backup of the production Servers.• Debugging , Planning , implementation and product reserch / new release evaluation of softwares.• Management of LVS for server load balancing

Pgdbm, Business Management

Rhce(Red Hat Certified Engineer), Linux

B.Tech, Computer Science

Activities and Societies: Leader - Debate Society Leader - Technical Research Team Leader- Cultural Committee

12Th , Ssce, Science

10Th,Sse, Science