Operations Manager It Service

Heman Dinesh Vora

+1-720-***-**** *****.*.****@*****.*** Denver CO

LinkedIn URL: https://www.linkedin.com/in/hemandineshvora/

Visa Status: - United Status - H1B Specialty Occupation & Canada - Open Work-Permit

PMP - certified Project Manager ITIL Expert Certified Multi-Vendor - Cloud Certified

ServiceNow NextGen Professional Trained & Certified

SUMMARY

Motivated IT Service Delivery & Operations Manager with more than 19+ years of experience recommending business improvements that result in opportunities. An expert in promoting efficiency methods that provide cost savings. Ready for a new position where attention to detail and a wide knowledge of technology can be utilized.

SKILLS

Operations Support

Customer Engagement

Client Relationship Management

Project Planning

Tools Customization

Cybersecurity

Troubleshooting and Diagnostics

Project Tracking

Processes and Procedures

Cross-Functional Collaboration

Performance Improvements

Business Process Re-Engineering

SLA Response Management

Team Collaboration

Risk Mitigation Planning

Documentation and Reporting

Technical Troubleshooting

Change Management

Documentation Management

Security Improvements

Infrastructure Development

Oracle Certified Professional

Budget Control

Project Coordination

Scope Definition

User Support

Software Licenses and Patches

Project Leadership

Windows 95/98/2000/XP/XP Pro/NT

Root Cause Analysis

Schedule Management

Technical Support

Project Management

Contract Management

Vendor Sourcing

Cost Control

Forecasting

Project Feedback Data

Microsoft Office Suite Expert

Client Relations

Risk Management

EXPERIENCE

IT Service Delivery & Operations Manager, Hexaware Technologies,

November 2019 - Till Date

Denver, United States

Providing & leading end of end - IT Service (Infrastructure, Applications and Cyber Security) Operations & Delivery for US based client with Production Support Hours of 24*7.

Responsible for Profit & Loss for IT Services operations with 50+ of cross functional team with total budget of $10M

Driving IT Projects including Applications Upgrades, Hardware refresh, Software Upgrades, Service Improvements.

Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes.

Coordinate the establishment of the project management environment, including reporting tools, monthly reports, and governance/ communication protocols.

Reviewed existing service level agreements and proposed changes when necessary.

Recommended methods, technologies, process changes and training to clients to improve business opportunities and revenue potential.

Review project tasks, schedules, and resources and make changes or additions, as appropriate.

Business growth of the account and looking into delivering excellent Customer Engagement experience

Making strategic and tactical plans in alignment of delivery to meet the contractual obligation to our customers.

Globally managed several satellite IT locations, maintaining secure and operational corporate infrastructure.

Managed service level agreements and monitored performance against established SLAs.

Manage 50+ technical Engineers team comprising of Applications Support, Infrastructure Support and Cyber Security Support, ServiceNow Tools, Process Consultants and Global IT Service Desk.

Associate Operations Manager – IT Services, Cognizant Technologies Services September 2016-November 2019 Chennai, India

Client – Life Sciences

Leading a team of IT Infrastructure tools, automation, and process management

Designing and documenting processes and procedures to enable effective monitoring and reporting of IT services in multi-vendor environment through appropriate deployment of relevant tools and procedures globally.

Overall Governance & Collaboration of ITSM Process areas across IT Support functions, Towers, IT Suppliers

Working with IT Business tower leaders to formulate and document business requirements for Service Management Process & Monitoring tools.

Using Project Management methodologies, principles, and techniques to develop project plans and to cost resource and manage projects.

A comprehensive service governance organization across the Global IT Environment that shall ensure seamless service delivery and drive continual service improvements.

Manage 30+ technical Engineers team comprising of Windows, VMware, Backup, Storage, M365, Azure AD, SCCM, Intune, ServiceNow & Monitoring Tools, Process Consultants,

& Network Operations Center.

Lead Infrastructure Engineer, Vega Intellisoft Private Limited, August 2015-September 2016

Chennai, India

Client – Automotive

Developed and implemented a new disaster recovery plan for the IT infrastructure.

Led cross-functional teams in systems integration projects.

Resolved complex technical problems with high-level customer service skills.

Designed and delivered mission-critical infrastructure to maintain consistent availability and performance.

Maintained documentation of the IT architecture, processes, and procedures.

Lead Infrastructure Engineer, Mphasis Limited, October 2010-July 2015

Chennai, India

Client – Banking, Financial Services & Retail

Managed, monitored, and maintained all enterprise systems including servers, storage, network equipment, and software applications.

Designed and delivered mission-critical infrastructure to maintain consistent availability and performance.

Maintained documentation of the IT architecture, processes, and procedures.

Managed projects for leading technology solutions provider dedicated to helping customers build, manage, optimize, and secure IT infrastructures.

Collaborated with other teams on projects that involve cross-functional dependencies between different technology domains.

Participated in capacity planning efforts by analyzing current usage trends and predicting future needs.

System Operations Specialist, IBM, January 2009-October 2010

Chennai, India

Client – Life Sciences

Stayed up to date on key platforms and hardware configurations, as well as diverse processing and monitoring tools.

Modified existing software systems to enhance performance and add new features.

Worked with cross-functional teams to achieve goals.

Developed and implemented system operations procedures, processes, and standards.

Developed scripts to automate routine administrative tasks associated with system operations.

Installed operating system updates, patches, and service packs as needed.

Infrastructure Support Analyst, Infosys Technologies Limited, August 2008-January 2009

Bangalore, India

Client – Banking, Financial Services

Resolved customer queries regarding their IT infrastructure by providing appropriate solutions within SLA timelines.

Developed scripts using automation tools like PowerShell to automate routine tasks and improve efficiency of operations team members.

Coordinated with vendors to install new hardware or replace faulty components in order to ensure smooth functioning of the IT Infrastructure environment.

Utilized range of different troubleshooting techniques to alleviate issues with servers and software.

Performed system administration functions such as user account creation and deletion, patching and upgrades of systems.

Technical Support Officer, HCL Technologies, March 2007-November 2007

Chennai, India

Tested software and hardware for compatibility with systems.

Provided technical support services to customers over the phone and email.

Maintained log of all service requests with detailed information about each case.

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Application Engineer, CSS Corp Private, September 2005-February 2007

Chennai, India

Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.

Installed and tested operating systems, applications, updates, patches, and service packs.

Referred major hardware or software problems or defective products to vendors or technicians for service.

Contributed to knowledge base by creating and maintaining articles and other technical documents.

EDUCATION AND TRAINING

Bachelor of Technology (BS)

Electronics And Communications Engineering, Pondicherry University, India May 2005

Percentage: 73.20%

CERTIFICATIONS

PMI Institute – PMP – Project Management Certification

ITIL 2011 Expert & ITIL 4 Managing Professional

EXIN Prince2 Foundation & Practitioner Certificate in Project Management

CoBIT 5.0 Foundation

IBM Certified Specialist - System P-Series (AIX) administrator

EXIN Cloud Computing Foundation Certificate

Microsoft Azure Fundamentals & Data Fundamentals AZ 900 & DP 900

Alibaba Cloud Associate (ACA) - Cloud Computing, System Operator & Cloud Security

Oracle Cloud Infrastructure - Foundations 2021 & Associate Architect - 2019

Aviatrix Certified Engineer - Multi cloud Network Associate, Professional & Security Specialist

Associate – ServiceNow Administration

TECHNICAL SKILLS

Windows Server 2012, 2019, 2022

VMWare vSphere ESXi

Microsoft Azure Cloud

AWS Cloud Services

Oracle Cloud Services

Palo Alto – Firewalls

Aviatrix – Multi Cloud Networking

Cisco Meraki

Microsoft M365

Microsoft SCCM & Intune

Amazon Cloud Call Center

Veeam Backup & Replication

IBM & HP Storage

ServiceNow

LANGUAGES

English:

Full Professional

Tamil:

Professional

Hindi:

Professional

Gujarati:

Professional

French:

Elementary

REFERENCES

References available upon request.

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