Service Manager

Vishwanatha Medur +91-984*******

#***, *** **** **** *********, near BEL circle, Jalahalli West, Bangalore-560013 *****.******@*****.*** Professional profile:

Versatile professional with 11+ Years of Techno Managerial experience in Spanning across technology functions IT Infrastructure Management, Project Management, Service Management, Service Delivery, End user Computing & Service Desk with strong proficiency on Capacity Planning, Data Center Migration, IT transformation projects planning

(assessments, migrations, consolidations, virtualization) of architecture design, implementation, and/or support of highly distributed infrastructure with an architectural sense of ensuring availability & reliability.

Front end SPOC Consulting & performing IT Infra Business, Service & component Capacity Management with strengths of problem solving approach, result oriented, performing well under pressure, eager to learn & captivating initiatives. Career Highlights:

Data center Migration Chennai, Mumbai DC2-DC6, Australia NRDC, Tata DC Hyderabad, Ahura & Tulip DC Mumbai. Projects handled- Infra rationalization, VM/LPAR Migration from legacy hardware’s ESXI HP G5/G6/G7 & AIX P5/6/7 sizing, P to V migration, Hardware up gradation, Globalization, Established RACI, Value stream mapping & AWS Cost Optimization. setting up command center to monitor critical engineering application and digital solutions

Service Delivery & Customers onboard- IT Infra planning for SBI, Walmart, ICICI, Omnipay, Yes bank & others

Successfully replaced of Tulip links all over PAN India with less downtime, 85% of calls are closed remotely, 8.5 / 9 end user SAT ratings, Zonal & regional office migration across PAN India, Managed user migration from old location to new location, 3500 +users

Provided end to end IT solutions for plant. Planned, Designed, Implemented & Accountable for IT Infrastructure.

Setting up ITSM process for multiple accounts, Capacity, Incident, problem, and change management Areas of Expertise/ Skillset

#IT Datacenter Infrastructure Mgmt, #Capacity planning, #IT Service lifecycle Mgmt (Capacity & Availability)

#IT Service Delivery Mgmt, #End user computing, #Monitoring & optimizing data center resources

#IT Infra Refresh Projects, #Data center Migration #Remote Infrastructure Mgmt,

#Regional & Zonal office relocation, #Helpdesk support, #Project Mgmt,

#Vendor Mgmt, #Procurement, #Budget Planning,

#ITIL Framework Process Governance, #CSI on ITSM processes, #Developing standards & Methodologies Covering Infrastructure areas like Servers, Storage, Backup, Network, Datacenter space, End user devices Certificates

#ITIL Expert – AXELOS, #Prince2 Foundation & Practitioner – AXELOS, #PMP Trained -Unnap Consulting

#ITSM ISO/ IEC 20000- EXIN, #Six Sigma Certified Green Belt- Honeywell, #CCNA- Cisco Certified Network Associate

#VROPS vRealize Operations Manager Install, Configure, Manage [V6.0]-VMware Education

Master of Business Administration, Operations Mgmt- BIET IGNOU, Davanagere 2010-2012

Bachelor of Engineering, Electronics and Communication- BIET VTU, Davanagere 2004-2008 Technical Skills

Operating / Distributed Systems: Windows Server 2003, 2008, 2012, 2016. Linux, ESX, AIX, Storage & Backup

Capacity Mgmt tools: Uptime, VRops, VMturbo, IBM HMC Scanner, AIX Master Mapping tool, vCenter with powerCLI scripts, LPAR2RRD, CPT IBM, Manage IQ.

ITSM tools: Remedy 8.5/9.1, CA Service desk, Servicenow, SUMMIT, Jira

ITIL Processes Owned: Service Design (Capacity, Availability & Performance), Service Transition (Change), Service Operation (Problem) & CSI. Service Request Fulfilment

Monitoring tools: vRops, BMC, Zenoss, Nagios, Splunk, OpManager

Project Mgmt tools MSAccess, Primavera

End User Computing: Windows 7 & 10, MAC OS & iOS, O365,VIOP,SCCM & Video Conference devices

Virtualization familiar: Hyper V & vSphere

Professional Experience

IT Infrastructure Manager- Capacity 07/2019- 04/2020 First Advantage Bangalore

IT Infra Capacity Planner & Server Lifecycle Mgmt –APAC 06/2017- 06/2019 Fiserv (First Data) Chennai

IT Infra SME- Capacity Mgmt & ITIL Process Governance 05/2015- 06/2017 IT Infrastructure Manager (Contractor) 10/2014- 04/2015 Honeywell Bangalore

Responsibilities

IT Datacenter Infrastructure Capacity Planning

Assessment/Consultation of Infrastructure sizing for large projects, determining capacity levels & needs for infrastructure resulting from that impact, making the recommendation of how much to buy, and when for all infrastructure technologies

Analysis, reporting, capacity allocations and recommendation of capacity pertaining to overall compute Data center Infrastructure (LPAR/VM, Host/Frame & Cluster) of distributed Systems

Optimize IT resources, Proactive capacity planning decisions and recommendations ensuring optimal amount of hardware and software resources, Downsize & consolidation of servers by Right sizing.

Establish and maintain comprehensive capacity management planning process at the enterprise, system and IT component level taking into account current and new future business requirements that will affect capacity

Involved in designing new/Add Infrastructure strongly collaborate with internal teams (Architect, App owners & BAU) Business and other non-IT areas to understand business plans, trends, demand & prospective clients

Project the available capacity by analyzing projections based on historical utilization, build rates & provide Build Viability mapping for build team to configure new instance roll out by VRO vRealize Orchestrator

Keeping a note of Capacity standards, providing a layout planning for engineering, run & build, Data center, Network, Storage & Backup teams during migration/ refresh/ failover test

Creating Capacity thresholds by using tools (ManageIQ, VROPs, Catchpoint, Sitescope & BSM tool) for IT infra resources to proactive monitoring to avoid Incidents, analyze & suggest for RCA pertaining to IT resources

Raise BIR for IT Infra across APAC, provide cost estimation of all levels (Servers, DC, Network, Storage, and Backup)

& make sure added in local & global projects.

3/5 year Budget planning for distributed Systems, reduction in unplanned spend; increased funding for additional capacity backed by data; greater AppDev (via SDLC) and business alignment.

Handle procurement process until infrastructure resources are handed over to OPS team, involve in negotiation & technical discussions with vendors about configurations as per standards ITSM Process owner & Governance (ITIL Capacity, Availability, Performance, Change & Problem)

Monitoring IT availability levels, comparing actual levels against targets, and addressing shortfalls, analyze impact of new change requests and participates on the Change Advisory Board (CAB) as needed

Minimize the adverse effect on the business caused by incident and problems & ensure the successful, addressed, timely reactive and proactive resolution prevent the occurrence detected by capacity and availability issues.

Continuously monitor, evaluate, evolve the ITIL IT Service management processes & best practices to increase effectiveness, maturity of IT service delivery and drive operational stability. Main driver for continuous service improvement

Provide consultation, training, documentation and guidance to IT managers regarding ITIL methodology, processes, procedures and approach.

IT Service Delivery management

Customer Interaction: Coordinate and support functions communication with managers and experts to focus on the overall priorities for the business, to maximize customer satisfaction

Process Leadership: Ensure quality delivery of support services, including managing priorities, reporting performance metrics (SLAs/KPIs), collaborating with accounting on billing, coordinating project and support budgets, ensuring on-going profitability in line with expectations, resolving any conflicts, and communicating upcoming demand outside of the direct account team

Operations Process Excellence: Ensuring Customer Engagement through CSAT & in case of Customer Sat Low score, follow ups with the customers, tracks delivery of IT services, planned and unplanned system outages.

Incidents, Problem, Change, Release, and Availability Requests: Identifies risky changes, and works out a contingency plan and is primary owner for incident reports that get sent to customers for major issues. Actively involved in Incident Management, ensuring L2 /L3 support through team, problem resolving, documentations which includes Root Cause Analysis, Incident Report (for critical issues), Monthly Service Delivery Report (to customer), track availability, feature releases & foresighted approach in change management

Manage day-to-day operations of the IT group including downtime, reporting service levels, defining and tracking IT operational metrics and provide status to management IT Infrastructure Lifecycle Management

Reviewing inventory models and determining where they are at in the lifecycle process based on the roadmap and support standards put out by engineering.

Functioning with engineering to understand the current, next, and previous standard hardware stacks that are to be used in our environment

Projecting the dates for hardware that will need to be refreshed, and associating an annual monetary amount to the data center based on the footprint needing replaced for that year.

Procurement: The strategic planning, negotiating and acquisition of standardized assets with BIR justification raise with business & represent in Global call

Deployment: Placing hardware into the production environment followed by SDC process & feasibility check for supporting teams.

Management: onboard to respective cluster/new, apply certain standard policies and monitor the usage. Disposition: once after EOL or support, start discussion of moving VM’s/LPAR’s to new clusters or frames. Once migration complete follow the Remedy decom process Assistant Manager, South Zonal IT Infrastructure Coordinator 12/2011- 10/2014 Aditya Birla Sun life Asset Management Bangalore

Service desk (EUC) & IT Infrastructure of DC, Zonal & Regional offices

Build Scalable & Reliable IT Infrastructure with Operations along with Local helpdesk Wipro & Sonata Software team at India for smooth working of Business with high availability.

Establish Operations review structure to collect pulse of operations covering End User Experience, SLA performance, Ageing tickets, Re-open cases, Tickets Hygiene, users Onboarding and Off boarding.

Provide on-site support for IT Infrastructure equipment Local Server/Hub Rooms

Mentor technicians to help develop utilization of remote support tools to receive, troubleshoot, and resolve EUC related incidents created by Help Desk and assist with technical escalations from Field IT Staff.

End user support (EUS) & responsible for the roll-out of branches from the IT perspective. Create and execute an annual Desktop Maintenance roadmap to include office expansions & relocations

Data center Migration, planning, designing, Implementation and maintain overall backup and recovery strategy

(Disaster Recovery & Business Continuity)

Preparation of project schedule, IT networking design, involvement in technical discussions with consultants & vendors for all IT related equipment required for project & work with third party vendors to set up office sites, server rooms, meeting rooms, work desks for technology connectivity including network points & WI-FI access points

Procurement, Participation in Budget related activities & Preparing Capex & Opex for IT related requirements. Support evaluation and procurement of new IT Equipment (laptops, desktop computers, printers and IT peripherals)

Conduct audits of policy, compliance to standards and effectiveness of key IT operational processes as required across the Group & Liaison with internal and external auditors and support the IT teams across the Group.

Improving CSAT & USAT, managed relationships with vendors in support of staff augmentation and systems support Provide ongoing support and management of department staff, including coaching, motivating, evaluating, and disciplining. Support and backup other IT services as needed and other duties as assigned

Oversees all daily activities for desktop systems hardware and software support including laptop and desktop PCs, Macs, printers, copiers and similar devices.

Ensure end-user computing environment is kept up to date with security policies, patches and configurations Assist in defining automated and self-service processes for onboarding and day-to-day IT needs

Support corporate video conferencing systems for conference rooms and all-hands meetings

Provide leadership in the areas of problem identification and resolution, answering questions, providing advice, troubleshooting, and ensuring follow-up on all issues to the end user Services. Senior System Administrator 08/2008-12/2011

MSPL

End user support & manage Corporate IT Infrastructure

Service Desk Management, supporting VIP users & responsible for smooth operation of IT-Dept, handling Incident

& Service requests. Delivery of superior-level service to end-user customers and functioning as point-of-contact for raised issues to ensure appropriate response and focus of support teams

Technical Support that incorporates customer profiling and predictive analytics to remote and on-site services, EUC assets and servers L1 troubleshooting for OS or hardware level failures

System administration on Microsoft windows platform including installation, maintenance, upgrading and providing general support for server 2003/2008, XP, Vista, windows 7, Primavera, SAP, SQL and Oracle database servers for the attendance system.

Installation and Configuration of ADS, DNS, DHCP on 2003 & 2008 Servers, Windows Active Directory, Group policy of 2003/2008 Server, Creating OU, AD Forest and configuring POP & SMTP Protocols for Outlook Express-2003, MS Outlook-2007, Windows mail, Windows live mail & application software’s

Trouble-shooting & administering of routers 1800/3600 series, switches, firewall AnexGate & Configured the Anti- Virus Tools like Symantec Corporate Edition Endpoint 10/11.0 & Exec

Configured local area network (LAN) and wide area network (WAN) protocol such as RIP, IGRP, OSPF, EIGRP during Network Migration Project

Performing Data backup on Tivoli Storage manager, Windows NT Backup, Symantec Backup Exec 2010(Tape Library) and Disaster recovery operations.

I hereby declare that the information furnished above is true to the best of my knowledge and belief. Date: VISHWANATHA MEDUR

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