Senior IT Infra Manager

• Jan 2023 - Present

Sr Manager - ITSM & ISMS

• Sep 2020 - Jan 2023

Heading the IT Infra and Information Security Management Services Heading the IT Infra and Information Security Management Services

Sr. Project Manager

• Jul 2018 - Sep 2020

Manager IT Infra Migration and Upgrade Projects Implementation of HiTrust Manager IT Infra Migration and Upgrade Projects Implementation of HiTrust

Service Quality Assurance Manager

• Jul 2015 - Jul 2018

• Managing end-to-end implementation of service quality improvement initiatives at business or GIS level (Global Infrastructure Services) • Ensuring: o Scheduling and conducting quality audit inspections, and analyzing and reviewing systems, data and documentation o Assess the technical infrastructure management to ensure that critical devices are operating at optimum levels as well as the service desk to ensure customer requirements are met and provide successful customer outcomes o SLA compliance is meeting and working towards any improvement using SIX Sigma & Lean methodology • Identifying: o Risk and Challenges: raising alarm by creating early warning alerts & helping the teams with CA/PA. identifying variations and potential high-risk areas in securing adherence to standards and procedures. o Areas of improvement and design the plan of improvements using SIX Sigma DMIAC methods o Access cost or productivity wastage in operations and eliminate the same using the Lean Methodology o Developing, conducting and providing technical guidance and training in application software and operational procedures • Preparing: o Account for CMMI high maturity L5 by actively auditing and reviewing processes, ensuring process prediction model and control charts are prepared and used o Recommending corrective action / Preventive action Plans and improvements in the resolution of non-compliance with standards detected through monitoring and auditing of processes and procedures • Monitoring and auditing ITIL processes monthly for GIS accounts to ensure they meet ITIL process maturity targets • Analyzing, evaluating and diagnosing technical problems and issues such as installation, maintenance, repair, upgrade and configuration and troubleshooting of desktops, software, hardware, printers, Internet, email, databases, operating systems and security systems • Designing value stream mapping and identifying areas to improve productivity, cycle time, cost, CSAT

IT NOC Supervisor

• Sep 2013 - May 2015

• Supervised 24x7x365 staffing model including weekends and holidays • Developed common set of process & procedures that allow us to meet OLA’s & SLAs and maintained industry related compliance • Led a team on monitoring and administrating Parexel Global network and datacenters using Solar winds • Audited daily incidents, major incidents, prepared weekly/monthly report of top call generators and provided reason by deep analysis of particular trend and included solution if needed • Analyzed major incidents occurred and prepared report for problem management team; managed changes on adding/ removing entries in incident management tool • Updated service catalogue whenever any change in process occurred • Rendered services as the Member of Problem Management Team analyzing trend of incident and event occurred and provided required feedback and incident & events report CAB for Permanent fix • Deployed changes to servers, routers, and switch configurations through CM process, and audit the change implied • Coordinated with various vendors, mapping response times and efficiencies and resolved complex problems which require escalations to outside vendors and service partners • Communicated status of critical events and change management requests to internal & external customers from inception through resolution via notifications • Worked as an escalation path & point of contact for technology issues and worked as bridges on high profile issues

IT Lead

• Apr 2009 - Sep 2013

IT Infrastructure Monitoring using Various Monitoring Tools Monitoring Back up Alerts using the - Tivoli (IBM) VMWARE - ESX, vSphere Client Project Management IT Infrastructure Management ITIL Design and Implementation Experience in Managing the IT Support Team Incident Management Vendor Management Problem Management Experience in Cisco - Call Manager, Meeting Place, WebEx, VOIP, Soft IP, Video Conferencing Manager Experience in Blackberry Enterprise Server IT Infrastructure Monitoring using Various Monitoring Tools Monitoring Back up Alerts using the - Tivoli (IBM) VMWARE - ESX, vSphere Client Project Management IT Infrastructure Management ITIL Design and Implementation Experience in Managing the IT Support Team Incident Management Vendor Management Problem Management Experience in Cisco - Call Manager, Meeting Place, WebEx, VOIP, Soft IP, Video Conferencing Manager Experience in Blackberry Enterprise Server

IT Lead

• Feb 2007 - Mar 2009

Corp IT Service Desk Corp IT Service Desk

Sr.Tecnical Analyst

• Aug 2005 - Feb 2007

Handling AT&T DLS customers Technical issues Handling AT&T DLS customers Technical issues