MITA PAUL

E-Mail: abl292@r.postjobfree.com ~ Land: +301-***-****

. Global IT Infrastructure Strategic Planning/Implementation & E2E

Technology Service Delivery Operations Senior Executive

. Service delivery through stringent Cost Management & high efficiency

using world class technology

. Global Program Management & Tier 1 & 2 Vendor Management

. PMP and ITIL V3 Foundations certified

PROFESSIONAL SYNOPSIS

12 Years of Global IT Infrastructure Service Delivery Experience/Last 3

years as Senior Executive owning and managing Off-shore teams

Infrastructure Strategic Planning & Implementation Infrastructure

Service Delivery Operations Management

Datacenter Operations & Management Customer Expectation

Management & delivery Excellence

Global Vendor Management Strategic Business Alliances &

Collaboration

Engagement/Transition Management Six Sigma Process

/Implementation/Management

Global Budget & Cost Management

Global IT Infrastructure Operations Delivery Executive with 12 years of

total experience. Strong track record of leadership with proven results

through strategic planning, implementation & delivery excellence resulting

in efficiency and growth. Expertise in incorporating business process

discipline and cost effectiveness. Sensitivity towards partnering with

Customers & internal businesses to deliver world class infrastructure

technology capabilities. Strong experience in onshore (US)-offshore (India)

program management involving global infrastructure & application service

delivery . Responsible to evaluate / approve / recommend offshore vendor

partners. Managed and encouraged diverse environment globally

Professional History

IBM India Pvt. Ltd Delivery Project Executive April 2009 -

April 2010

IBM US Pvt.Ltd Delivery Project Dec 2002- Dec

Executive/Service Delivery 2008

Manager

eBusiness Operations Transition Dec 1998 - Dec

Manager 2002

Cary Montessori School Teacher July 1994- April

Pvt. Ltd 1996

CORE COMPETENCIES

. Leadership and Management: Extensive understanding and experience in

handling of critical business demands, implementation of Company's

strategic goals and working through critical & difficult times under

tight deadlines. Functioning as a key member of the Senior Management

. Strategic Outsourcing (IT and BPO) Management: Overseeing Global IT

strategic planning along with offshore program management

. Financial Management: Contract negotiation, SLA monitoring and governance

for Infrastructure service delivery & onshore- offshore delivery. Build &

optimize cost effective onshore-offshore support and sourcing model in

consideration to the Annual IT Budget process, Capital Spending and Cost

Savings effectiveness

. Service Delivery Management: Implementing and managing Strategic IT

roadmap with key focus on establishment of Infrastructure services &

delivery, Offshore development centers resulting in constructive &

healthy Client-Partner / Vendor partnership. Align and build Global DR/

BCP support model in accordance with Organizational requirements (Multi

Geographic locations globally). Multi-location delivery set-up/support

and best of the breed SDLC Delivery Model (Development, Maintenance and

Infrastructure Project)

. Global Resources Management and Mentoring: Establishing & managing multi-

Geographic onsite / offshore locations experience, Opportunity / Risk

Assessment, and Infrastructure Planning and the implementation of a long-

term service model with value added governance structure

. Global Process Management: Implementation & adherence of Six Sigma & LEAN

process model in accordance with the business requirements

. Global Client / Vendor Relationship Management: Excellence in partnership

with Global IT Service Providers and their leadership team; (AT&T,

Accenture, TCS & CSC)

April 2009 - April 2010 IBM India Pvt. Ltd.

Title: Delivery Project Executive (DPE), ITD - Global Delivery

. Manage end-to-end infrastructure service delivery for global MNCs &

public sectors

. Manage end-to-end onshore-offshore IT Infrastructure service delivery for

all Customers

. Manage end-to-end Datacenter setup/operations for Clients

. Manage & own SLAs for all Customers

. Manage budget and all other finances for accounts

. Undertake account planning and strategy

. Identify areas of potential revenue growth & cost reductions and work

with Business Development /Engagement Teams towards additional revenues

. Provide leadership in multiple Global Delivery Center related improvement

projects

. Qualify new business opportunities

. Manage location Business Continuity Recovery tests and incidents

. Undertake Global Delivery Center planning and strategy

. Manage incidents/problems/changes/compliance/DR/Major

incidents/availability

. Manage infrastructure performance and capacity

. Manage/Implement SIP (Service Improvement Plans) as and when required

. Proactively avoid any SLA penalty for the company through proactive

improvement plans

. Implement automation across SLAs for measurement

. Implement new projects across accounts

. Maintain and manage relationship with all the Stakeholders to enhance

service assurance & delivery excellence

December 2002 - December 2008 IBM USA

Title: eBusiness Service Delivery Manager (Infrastructure)

. Lead delivery of all remote infrastructure management services across all

the lines of business including messaging, networking and security,

database administration, technical application support, system

administration and 24x7 NOC functions and all supporting activities

associated with remote data center management.

. Primary responsibilities include managing the quality of the services

delivered by IBM and developing and implementing processes and procedures

that will contribute to increased levels of availability and performance,

decrease system faults, lower costs and ultimately higher levels of

client satisfaction.

. Accountability across all aspects of the technical service delivery

organization.

. Maintaining 99.9 % SLA across all Service Lines

. Manage Change Control

. Direct management of virtual design teams (US/UK/India)

. Understand/Define/Approve resource demands

. Work closely with my counter-parts in India to manage and drive

transition of infrastructure management activities into a remote model,

and provide oversight over all aspects of quality and service levels.

. Closely involved in managing Infra for company operations and resulting

in more transition of work from the US to India. Few examples are

. End-to-End accountability of backups/remediation globally

. End-to-End SAN Implementation / Monitoring in all DCs globally (17

Data Centers)

. Additional responsibilities include

. Conceptualize, Plan, Design, Automate, Transition and Deliver

Managed Services from existing data centers in the US

. Build and manage the various on-site/ off-site teams and direct all

related People/ Process and Technology competencies

. Lead in the technology selection and organizational build-up

efforts

. Formalize internal process to ramp-up expertise of resources in the

offshore centers.

. Takes ownership for the full design life-cycle from Concept to

Implementation, ensuring that owned designs are implemented as

designed

Highlights of key responsibilities:

. Monitor, coordinate and manage all aspects of the Service Delivery

including but not limited to SAN and Back-up and Recovery Infrastructure

service support. Managed all preferred Vendors involved in these

initiatives including analyzing, planning, Setup, Infrastructure

evaluation and recommendation, Application transition, resource

management, Due Diligence and ongoing service phase.

. Manage/Evaluate Vendors, their performance, Quality of Service,

productivity, etc.

. Define and manage the network & application infrastructure SLAs, in

coordination with all the vendors (internal & external)

. Single point of contact for escalation and mitigation process for vendor

relationship/business support for all off shore operations

. Worked on establishing Centers of Excellences as per Global Delivery

Center practices

. Formalize internal process to ramp-up expertise of resources in the

offshore centers.

. Managing Change Control / Risk Management

Academic Credentials

.

. Associate Degree in Network Engineering Wake Technical Community College

1998

. Bachelor of Science( Physics ) Jadavpur University, Kolkata India 1981

. ITIL V3 Foundation Certified

. PMP Certified

References: Provided on Request

Contact this candidate