Management Manager

CURRICULUM VITAE

Nitinkumar Jitendra Shah

B*, Raj Seema CHS,

Iraniwadi Road No.3,

Kandivli (w) Mumbai – 400 067

Mobile No.+91-982*******

Ph No. 022-********(R)

E Mail : ************@*****.**.**

Career Objectives

Having 12 years of IT industry experience to manage IT Infrastructure, Experts in people, interface

with the customers, Vendor / partner management and to work with highly technical motivated team

members with responsibilities including problem solving, project planning, & managing budgets. Also

acquire current and relevant knowledge and develop effective skills to maximize individual and

organizational productivity, gradually taking over a good position in the hierarchy.

Work Experience

Present Affiliation (Since Sep 2012 –Till date)

NOC Assistant Manager Tata communications Payment Solutions Ltd. Mumbai.

Feb 2012 –Aug 2012

National Account service Manager at HCL Info systems Ltd. Mumbai.

May 2006 –Feb 2012

Operations Manager with Wipro InfoTech Mumbai

July 2005 May 2006

Team Leader and Sr. Customer Support Engineer with HCL Info systems LTD. Mumbai.

August 2002 July 2005

Project Leader, Sr. Customer Support Engineer at PCS INDUSTRIES LTD. Mumbai.

Achievement :

Corporate – Post Graduate Diploma in Business Administration from Symbiosis Pune

Specialization International Business.

Appreciation received from CEO for Successfully rolling out Inbound Email and

dispatch management process. Achieved high C Sat.

Appreciation received from Program Manager and Service Delivery Leader APAC

AOS of Avaya India towards streamlining the operations and accomplishing customer

trust at Deutsche Bank.

Appreciation received from MIT Head for Successfully completed Wipro ITIL V3

fundamental course.

Appreciation received from HR Manger of The Great Eastern Shipping for managing

Infrastructure with minimum downtime.

Appreciation received from IT Manager SIDBI towards reducing downtime and high availability of the

user infrastructure.

Job Profile

Lead and manage Key operation on site team to achieve organizations goal. Prioritising C SAT and

achieving same with the help of E SAT. Re organising processes as per business need to achieve its

vision and mission. Implementing and managing ITIL process as per business needs. Driving Vendors

and stake holders for achieving success of the assigned project. Accountable for getting work done

with ownership of Leading Team of Major incident management, Problem Management and Change

Management and working closely with highly technical profiles. Analysing Major incident calls and

rollout service improvement plan to avoid outages and improve TAT. Manage risk register and COB.

Achieve high availability.

Current Project

1. ATM Infrastructure Management

Client Private and Nationalized Bank

Role NOC Assistant Manager

Duration Sep 2012 –

Managing 15000+ ATM Infrastructure of Various Banks.

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Carrying out all the activities with Change management process.

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Analysis, planning & co ordination for installation of New Hardware.

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MIS and Key account management, process management.

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Fulfill the business requirement by co ordination with all the vendors.

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Enabling suppliers to deliver their best towards success of assigned project.

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Periodic Review and tracking of annual cost savings resulting from sourcing activities

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Monitoring 15000+ MS, TOS and MOF ATM hardware and infrastructure across india.

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Verifying all the Processes are in proper Place, Managing Inbound, FLM,SLM and RNM

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processes.

Involved in Resource management for NOC.

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Involved in the Project Management of new deployment for MOF Projects

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Involved in the process of Capacity Planning for NOC.

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Involved in the Sizing of resources for new Projects.

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Working for the configuration management of the NOC Center, which includes the tracking for

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hardware, Software inventory with complete configuration, which also includes the DR Plans

(COB).

Working closely with SLA managers and achieved higher uptime month on month.

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Carrying out the Infrastructure Audit with External Auditor.

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Managing a team of 200 Onsite resources of Different skills include (FLM, SLM, RNM, PMnRCA,

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TLs, Executives)from different vendors working 24 X 7.

Implemented various uptime improvement initiatives with Strong Incident management skill.

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Rolled out Inbound Email management process for faster response to clients and achieved High

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C SAT

Addressing and resolving escalations from customer with 100% customer satisfaction.

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Involved in the technical discussion for new MOF projects with different Banks.

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Assist in establishing supplier Service Level Agreements and metrics dashboard for all upcoming

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projects.

Co Ordinate with CRM / Facility Team for resolving site/supplier related problems.

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Co ordinate with Network team / vendors for Network related activities.

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Co ordinate with CRA and Field engineers for keeping ATM up and ensure its Running 24 X 7.

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Projects History.

1. Datacenter and infrastructure management

Client Pidilite Industris Ltd.

Role National Account Manager

Duration 25th February 2012– Till Date

Team Size 43 Team member

Service Improvement Planning.

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Managing partners for Infrastructure of Datacenter with Servers and Storages.

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Carrying out all the activities with Change management process.

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Analysis, planning & co ordination for installation of New Hardware.

•

Review and evaluate suppliers SLA to identify areas of improvement.

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Prepare performance, uptime dashboard and presenting to management.

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Fulfill the business IT requirement by co ordination all the vendors.

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Initiate for the procurement process for any hardware and software.

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Enabling supplier escalation process, delay reporting with remedial action plan, ensuring that all

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stakeholders are kept informed from inception to final resolution.

Periodically Review and identify areas of improvement for all IT infrastructure activities including

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LAN, WAN, Wi fi and other network vendors.

Verifying all the Processes are in proper Place.

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Involved in Resource management for DC.

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Involved in the process of Capacity Planning for DC.

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Involved in the Sizing of resources for new Projects.

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Working for the configuration management of the Data Center, which includes the tracking for

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hardware, Software inventory with complete configuration, which also includes the DR Plans

(COB).

Below is Key Result Area.

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• Centralized Technical Service Desk

• Remote Infrastructure Management Services

• End User Services

• Asset Management Services

• Network & Security Management

• Vendor Management

• Datacenter Management

• Backup, Restore & Media Management

• AV & Patch Management Services

• Comprehensive Hardware AMC

Leading overall IT operational Technical team across nation with 100+ location Resources

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includes Windows, Solaris, Network, Security and database. Supporting all application &

infrastructure servers of Pidilite Industries Ltd.

Responsible for uptime management of all location and achieving SLA of 99 %.

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2. Datacenter infrastructure management

Client Shipping Corporation of India.

Role Operation Manager.

Duration 16th September 2010– 8th February 2012.

Managing Infrastructure of Datacenter with Servers and Storages.

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Carrying out all the activities with Change management process.

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Periodically Review and identify areas of improvement for all IT infrastructure activities including

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LAN, WAN, Wi fi and other network vendors.

Ensure compliance with contract approval process and adherence to contract standards

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Periodic review and tracking of annual cost savings resulting from sourcing activities

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Monthly review of supplier performance, relationship and competitiveness

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Analysis, planning & co ordination for installation of New Hardware.

•

Fulfill the business IT requirement by co ordination all the vendors.

•

Initiate for the procurement process for any hardware and software.

•

Verifying all the Processes are in proper Place.

•

Involved in the process of Capacity Planning for DC.

•

Involved in the Sizing of resources for new Projects.

•

Working for the configuration management of the Data Center, which includes the tracking for

•

hardware, Software inventory with complete configuration, which also includes the DR Plans

(COB).

Working closely with customer to meet SLA.

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Leading Technical team of 12 Resources includes Windows, Solaris, Network, Security

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and database. Supporting all application & infrastructure servers of SCI.

Responsible for uptime management of all location and achieving SLA of 100 %.

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2. Voice Infrastructure Management

Client Deutsche Bank

Role Operation Manager.

Duration 22nd April 2010– 10th September 2010

• Primary responsibility of the job is to lead, coordinate and organize the work of the customer on-

site engineers and technicians.

• Supervise site activities to ensure all service deliverables are met to optimize output – both

productivity and quality.

• Maintenance of network components using best practices and Nortel / Avaya standards.

• Liaise with customer in case of incident and change management.

• Responsible for resolution of all issues relating to service or product outages..

• Deliver business MIS and preparation of Monthly Operation Review and Quarterly Business

review. Close all action and Discussion come up point during the review.

• Maintain up to date site documentation. Also actively participate in Audit and close all

requirements.

• Monthly review of supplier performance, relationship and competitiveness

• Ensure that all supplier processes are consistent and interface with all the supplier processes

towards achieving the strategic objective

• tracking, measure and monitor the status of all sourcing and contract negotiations activity with

focus on annual cost saving plan

Prioritize support work base on a daily basis based on severity of issue and importance of

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customer.

Leading team of 15 Resources working in 24X7 at Banglore, Mumbai and Jaipur.

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Leading team of 3 Resources working in 9X6 2 shift at All India location.

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Responsible for uptime management of all 22 location and achieve SLA 99.90 %

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Consult and escalate to Service Delivery Manager.

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Responsible for resolution of all technical issues that are operational in nature.

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Serve as problem manager. Tracking and closure of Open Production issues, Enhancement and

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future development as per Operation tracker.

Escalate unsolved issues to Delivery Manager and other technical support groups and drive

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resolution of technical issues

3. Major Incident Manager

Client HDFC Bank

Role Operation Manager.

Duration Jan 2010 – 22nd April 2010

Tracking, analyzing and reviewing all the incidents having major business impact and driving till

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closure.

Working closely with customer and IT service teams in order to minimize business losses, achieve

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high availability.

Reviewing all the major incident report from different teams.

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Conducting problem meetings to ensure proactive problem management.

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Evaluating vendor performance.

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Handled the vendor management for Hdfcbank project nationally.

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Done weekly and Monthly review with customers and vendors.

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Prepared executive summary presentation to present it with customer on monthly basis.

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End to end ownership of vendor related calls.

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Handled commercial projects of Hdfcbank where the revenue is involved.

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Handled the Escalation Management process in Hdfcbank nationally.

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Repeat incident analysis and identifying problem calls and driving the same till closure.

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4. IT Infrastructure Management

Client Citi Bank N.A.

Role Infrastructure Manager

Duration Oct 2008 – Dec 2009

Managing Infrastructure of Datacenter with Servers and Storages.

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Carrying out all the activities with Change management process.

•

Analysis, planning & co ordination for installation of New Hardware.

•

Fulfill the business IT requirement by co ordination all the vendors.

•

Initiate for the procurement process for any hardware and software.

•

Involved in the technical discussion for new projects with different vendors.

•

Designing and establishing competitive vendor SLA and metrics dashboard .

•

Enabling supplier escalation process, delay reporting with remedial action plan, ensuring that all

•

stakeholders are kept informed from inception to final resolution.

Periodically Review and identify areas of improvement for all IT infrastructure activities including

•

LAN, WAN, Wi fi and other network vendors.

Periodic review and tracking of annual cost savings resulting from sourcing activities

•

Monthly review of supplier performance, relationship and competitiveness

•

Carrying out the Infrastructure Audit with External Auditor and working to minimize the comments.

•

Verifying all the Processes are in proper Place

•

Involved in Resource management for DC.

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Involved in the Project Management of TI and DC

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Involved in the process of Capacity Planning for DC.

•

Involved in the Sizing of resources for new Projects.

•

Working for the configuration management of the Data Center, which includes the tracking for

•

hardware, Software inventory with complete configuration, which also includes the DR Plans

(COB).

Working closely with customer to meet SLA.

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Managing a team of 11 Onsite Engineers from different vendors working for Citibank.

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Time lining all new project implementations and completion.

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Tracking of all the Schedule Changes as per the Change Management Process and track for

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completion.

Understanding new technology and present to customer as required by the business.

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Addressing and resolving escalations from customer with 100% customer satisfaction.

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Co ordinate with Network team for Network related activities.

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Coordinate and manage the team at DR Locations of the 5 onsite engineers.

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Management of the Infrastructure which includes Mid Range SUN Servers like, V880, V490,

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E3500, E6900, E4800 Etc. Wintel HP Servers Like Reliant DL, ML and BL Series, HP UNIX

Servers Like Nclass 4000, RP2470, 32 Way Superdome.

Managing SAN Infrastructure Which Includes Storages Like XP 1024, XP256, EMC 8830, EMC

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8530, Clariion CX 700 Etc.

5. IT Infrastructure Management

Client The Great Eastern Shipping Company Ltd

Role Site In Charge

Duration May 2006 – Oct 2008

Management of all missions critical IT services as per ITIL & leading the team of Engineers. Carrying

out the various IT related projects / process at the customer site. Ensuring all the ISO / Customer

related Process are been followed on the customer site. Prepare Monthly MIS reports, doing analysis

& reviewing with the customer. Taking the sign off for the activities / actionable to be accomplished in

next month during periodic review with partners. TO take proactive measures on timely basis as per

the MIS reports, Vendor performance Discussion. Extending support towards achieving deliverables

for successful project delivery. Give Engineer’s internal growth path within Wipro at same site or at

different site. Building Team Culture to achieve project’s Success. Conduct the team meetings to

ensure that every one in the team is updated on ongoing projects. Close all the concerns of the

engineers. Account Management & doing cost benefit analysis of the account as per annual cost

saving plan. Ensure that there is no revenue leakage for Wipro.

6. Project In charge for All India IFMG 55 Location (People Management)

Client Small Industries Development Bank of India

Role Project Manager, I.T. Officer

Duration April 2005 – April 2006

Giving Expertise solution in Technology and system related difficulties, Handling Escalation from All

India Locations of site, Leading the Team of Engineers at HO, Lotus notes R5 client configuration and

sorting out related queries, Administrating Mail queues & User quotas, CITRIX Configuration,

Antivirus server management, Vendor Management, Inventory Management, Systems insurance

deferment period and warranty claim.

Educational Qualification

CPGDBA in international business from Symbiosis Pune with 89%

B.E. in Computer Science from Mumbai University with 58%

3 Years Diploma in Computers From Mumbai University with 71%

Secondary School Examination From Mumbai University with 77 %

Value Added

Have Strong knowledge of Insurance, Securities dealing system, Financial Accountings, Financial

Advisory service.

Personal Details

Date of Birth 10 Feb 1980

Sex Male

Nationality Indian

Martial Status Married

Hobbies Music, Traveling, Reading, playing and directing Play

References

On Request

I, hereby declare that the above mentioned information is true to the best of my knowledge.

NitinKumar J. Shah

Contact this candidate