Experience

Lenovo PCCW Solutions

• Hong Kong
• IT Services and IT Consulting
• 700 & Above Employee

• Presales Manager

  • Oct 2020 - Present



HCL Insys Pte Ltd (part of Lenovo PCCW Solutions)

• Singapore
• IT Services and IT Consulting
• 100 - 200 Employee

• Senior Operations Manager (Singapore Public Sector)

  • Oct 2015 - Oct 2020

  • Service delivery management portfolio of TFM (Tenant Facility Management) delivery under ATFM -16017 Master Contract for Singapore Government Agency’s infrastructure hosted in Government Data Centers (GDC), Government Commercial Cloud (GCC, AWS, AZURE & GCP) & Government Private Cloud (GPC) • Handle issues related to IT infrastructure including networks, storage, load balancing, server clustering, databases and application architecture. • Contribute in Disaster recover exercises of government agencies • Helped agencies in planning and migration workloads from Government private cloud (GPC) to AWS under GCC (Government commercial cloud) • Responsible for team management of 40 engineers supporting across Cloud Management, server management, database management, network management, CI/CD & Devops, Data Center Operations, Service Management, backup & storage management domain • PCCW Govtech’s TFM representative responsible for Service Management reporting & implementation of new updates across organization • Part of Operations group actively engaged in pre-sales, solution development & bid defense preparation of new and Existing business deals • Transition Management for new projects from Onboarding to BAU • Driving Cloud Implementation Projects (Automated through IAC & Manual) for new & existing customers • Responsible for ensuring achievement of service commitments for the portfolio including meeting service level agreements (SLAs) and key performance indicators (KPIs) • Maintain client relationships and manage client expectations related to day-to-day operations • Delivery escalation point around client priorities and issues • Coordinate and monitor the team including providing technical & Process guidance to ensure continuity, availability and accessibility of all customer systems • Responsible for overall performance of the team in terms of productivity & Quality Show less



Genpact Headstrong Capital Markets

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Principal Consultant

  • Nov 2014 - Oct 2015

  • Responsible for managing IT operations for Global banking client from transition to stabilization phase of operations • Design & implementation of service management processes for effective operations management • Responsible for team management & SLA adherence of DC operations, Monitoring & Server Management team supporting Windows & Solaris environment • Successful implemented Physical to Virtual (P2V) Migration project for applications hosted in Windows environment achieving reduction in overall IT operations cost for customer • Implemented automation project (System health checks & automation of daily task) which helped in improving productivity • Responsible for ensuring achievement of service commitments for the portfolio including meeting service level agreements (SLAs) and key performance indicators (KPIs) • Maintain client relationships and manage client expectations related to day-to-day operations • Delivery escalation point around client priorities and issues • Accountable for the results of the team by encouraging and maintaining workflows, quality standards and continuous improvements within the team • Coordinate and monitor the team including providing technical & Process guidance to ensure continuity, availability and accessibility of all customer systems • Responsible for overall performance of the team in terms of productivity & Quality Show less



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Operations Manager - NOC delivery

  • Feb 2011 - Nov 2014

  • IT operations management of Central Monitoring support team responsible for monitoring Bharti’s Airtel’s infrastructure for 21 locations across India/South Asia and Africa • Major incident management & coordination with required stakeholders to ensure incident resolution within SLA & root cause identification • Tracking of CAPA (Corrective action and Preventive actions) for monitoring situations implementation to proactively identify issues and reduce impact with timely resolution • Responsible for ensuring achievement of service commitments for the portfolio including meeting service level agreements (SLAs) and key performance indicators (KPIs) • Maintain client relationships and manage client expectations related to day-to-day operations • Delivery escalation point around client priorities and issues for NOC operations • Accountable for the results of the team by encouraging and maintaining workflows, quality standards and continuous improvements within the team • Coordinate and monitor the team including providing technical & Process guidance to ensure continuity, availability and accessibility of all customer systems • Responsible for overall performance of the team in terms of productivity & Quality Show less



HCL COMNET SYSTEMS & SERVICES LIMITED

• India
• 1 - 100 Employee

• Senior analyst - Systems

  • Oct 2008 - Jan 2011

  • Front line support engineer supporting NCRs Global operations (US, EMEA, APAC) • Microsoft Windows and Solaris server administration & maintenance • Resolve Server related issues, backup issues and batch job issues based on incident priority within SLA • Drive Major incidents for Server related issues and ensure that updates are been communicated timely to stakeholders • Communicate issues, system downtime, and service interruptions to team members, managers and clients in a timely manner. • Established positive client relationships by communicating clearly, always responded in an effective and timely manner, and ensured that client expectations are met or exceeded. • Ensured system uptime by proactively identifying potential critical issues and identified appropriate resources necessary to resolve them. • Identified and recommended tools that can proactively monitor the supported applications. • Spotted trends related to technical issues and proactively resolved or escalated those trends to the proper IT groups (Network, Server, Security, Infrastructure and Telecom Team). • Production Support, deployments & Maintenance activity. • Participation in DR & BCP activities • Incident and Service request Management using BMC remedy. Show less



Wipro

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Associate

  • Nov 2006 - Oct 2008

  • Front line engineer to support UK operations for AOL broadband • Handling L2 escalated cases for resolution • Sharing feedback with Knowledge management team for updating Knowledge Database to improve handling of customer issue at level -1 support • Working with quality teams to identify areas of opportunities for level 1 team members • Train new hires for level-1 support and provide mentoring during on job training (OJT) phase • Coordinate with different teams including providing technical & Process guidance to ensure high quality of services to customers Show less