Qualified senior management professional with 23 years of experience in IT Infrastructure, IT Operations Management,
Service Delivery, BCP- Business Continuity Planning, IT Audit & Compliance and Risk Management.
Skilled in rendering consultancy to senior business stakeholders in using technology to enable client specific solutions and drive business transformation. Adroit in implementing various service improvement plans / budgetary controls for enhancing existing business processes as well as maintaining consistent cash flow and meeting financial expectations from the assigned projects. Adept at managing multiple projects in compliance to project SLA parameters and other client requirements. Guide team members in aligning requirements to project deliverable for enhancing client satisfaction across domains. Acknowledged for well-defined understanding of the business-technology interface and capacity to identify and align clients’ emerging technology needs with products and services.
An effective communicator with excellent relationship building and interpersonal skills. Strong analytical, problem solving and organizational abilities. Possess a flexible & detail oriented attitude.
AGM - IT Infrastructure & Operation Manager
(HCL Technologies Ltd, Chennai, India, India) Oct 2003-May 2019 Key Result Area:
Involved in setting up and managing operations related to technology infrastructure support and issues, IT technical service delivery for around 50+ Line of Business / Business units.
Manage IT services across business units in compliance to corporate standards and operation level agreements. Spearhead BSERV IT infrastructure and operation service delivery for Chennai region offices within STPI / SEZ zones. Interact with global technology operations encompassing data centers and main equipment. Manage Business as Usual and other IT operational related activities. Coordinate activities related to provisioning and de-provisioning of end user devices, capacity planning, IT life cycle management, vulnerability management, maintenance and data center build.
Focus on seamless ramp up, ramp down, intra / inter facility movements, new business roll out amongst others. Follow up with clients on infrastructure requirements for new product roll out or new tool roll out. Ensure seamless implementation of BCP / DR in case of major network outage and update clients. Define and implement IT roadmap and plan, BCP/DR for BSERV region aligned with corporate strategy.
Set up infrastructure technology services components of office expansion. Manage commissioning / deployment of new facilities, office re-stacks and work space installs, office moves, site-decommissioning under STPI and SEZ zones in the region.
Ensure effective utilization of internal and vendor resources involved in rendering 24x7 end users services support (Printing, Video conferencing, Desktops, Laptops, Mobile Devices, Applications support) services for India offices. Follow up with global technology / application support / vendors / network teams in designing and implementing IT operations related to ITIL, capacity planning, change management, service desk, performance, problem resolution and business continuity.
Involved in end to end management of projects related to implementation, upgrade, migration and life cycle hardware refresh / upgrade / maintenance including major deployment and rollout.
NIHAL AHMED PAPA M
Interact with third party vendors and service providers for procurement of Hardware, Software, AMC and Leased Circuits and equipment based on project or business requirements.
Coordinate with telcos pertaining to DC visits, resolving fiber related issues, new fiber circuits laying down work, testing, new orders, billing and department of telecom matters.
Guide the technical operations team in implementing consistent, high quality customer operations support leading to enhanced client satisfaction. Ensure compliance to corporate information security policies and IT controls for all the endpoints covering vulnerability management, data loss protection, virus definition updates, media and USB and other storage and printing etc. Liaise with local and global IT management for India IT operations annual capex / opex budget, invoices reviews and approvals for expenses / costs for respective projects and BU.
Involved in recruiting and grooming team members across IT infrastructure support, end users services, hand and feet / backup support. Evaluate and present various status reports for the senior management and other stakeholders to enable effective decision making.
Data Center & Site Build out for 1000 Seats at Vijayawada, August 2018 Seamless Site Transition from Delivery center to another Delivery center for 1300 seats April 2014
Hot site of 450 seats for Business Continuity at Coimbatore inclusive of Data center
Hot site of 240 seats for Business Continuity at Chennai Site 24/7 IT operation Support for 9000 Seats across PAN India Site In-charge
Zero base Electronics, Chennai, India
2001-05 – 2002-07
OKAZ Communication, Jeddah, KSA
1995-05 – 1999-06
DDCSM College (Board of Technical Education 1993
DDCSM College (Board of Technical Education, Dharmapuri, India ITIL V3 Foundation Certified, EXIN, 2008
ADS (Active Directory Service) and Exchange 2003 Training Six Sigma Training, Lean, 2012
PMP, PMI, 2013
Cloud / VMware / SCCM trainings, Training by HCL GIT in Noida N3 office 2016 7 Habits for Managers, Franklin Covey’s, 2014
SCB’s Great Leads Program and Leadership Essentials Program, Seminar in 2011 Personal Effectiveness, Effective goal setting,Time Management programs, Part of GIT training program 2008
Customer Service and Soft Skills program, Part of GIT training program 2008 Operating Systems: Windows 10, Windows XP, Windows 7, Mac OS 10.0, Windows 98
Servers: Windows 2000 / Windows 2003 / 2008 Server Tools: Apropos 6.5, Remedy 6.0, Remedy 7.5, Remedy 8.1, Maximo clients Mobile Support: Push Mail, Blackberry
Played key role in managing 57 businesses with around 9000 seats across India BSERV entities and coordinating with onshore teams for Technology Migration / Upgrades / L3 BAU operations.
Built 3 sites with Data centre for PAN India.
Recipient of awards like Transformer Award 2017 and Best Emerging Leader Award 2016 for consistently rendering superior quality service. Successfully transitioned IT processes from high cost to low cost location leading to significant cost savings for the organization.
Accomplished 16% Head count optimization and 179% increase in volume by implementing globalization of processes across hubs. Enhanced operational efficiency by automating manual tasks of software deployment team. Automated and proposed auto assignments of policy in Active Directory through SCCM.
Technology Operation &
Budgeting & Cost
Training & Development
Team Mentoring &
I am keen to continue my career and prepared to work hard in order to achieve my organization objectives and I hereby declare that the information furnished above is true to the best of my knowledge.
Place: NIHAL AHMED