Manager Service

adeoxb@r.postjobfree.com +91-955*******

Areas of Excellence

End-to-End Delivery

Management

Program

Management

IT Service

Management

Cloud Operations

Management

IT Operations

Management

Global Delivery

Management

Key Account

Management

Team Building &

Leadership

Escalation

Management

Stakeholder

Management

Profile Summary

Pragmatic Technocrat from IT sector with over 23 years of experience in managing whole range of IT services

Managed project / Program right from conceptualization – due diligence - build

- acceptance testing – commissioning – maintenance and troubleshooting - decommission.

Developed & streamlined IT Services with proven capability to enhance operational effectiveness and meet operational goals within the cost, time & quality parameters

Drove change across organizational boundaries, set new processes based on ITIL best practices, and regulated environmental stabilization using continuous improvement initiatives

Delivered various Programs focusing on maximizing customer satisfaction, SLA achievement, process compliance and quality management Insightful knowledge of budget preparation, cost control (P/L), capacity planning, performance measurement, productivity improvement and quality compliance, and implementation of project plans within preset budgets and deadlines

Managed 3rd party vendor, negotiated SLAs for uninterrupted supply of IT Services

Lead geographically spread in-house and out-sourced teams with a demonstrable track record

Successfully transitioned IT support services from onsite to offshore for an engagement of over $ 30 million USD

Successfully managed the delivery of IT support services for an engagement of over $ 10 million USD per annum

Managed a team size of over 150 resources for staffing, performance and conflict issues at a point of time

Career Timeline

Vijay Bhargava

Senior Management Professional

Versatile IT professional with extensive experience in IT Operations Management, Delivery Management, Cloud Operation, Project/Program Management & Support and Service Issues; targeting assignments in IT Delivery / Operations Management.

2003-2006

Zenith

Infotech Ltd,

Delhi

1997-2001

Skyweb India

Ltd, Delhi

2007-2008

Satyam

Computer

Service Ltd,

Secundrabad

2013-2014

Emkor

Solutions Ltd,

Gurgaon

Vyom Labs Pvt

Ltd,

Pune

2014-till Now

NIIT

Technologies

Ltd, Delhi

2008-2013

Network

Solutions Pvt

Ltd, Delhi

2006-2007

vCustomer

Services India

Pvt Ltd, Delhi

2002-2003

Academic Credentials

PGDBM (Systems & Operations) from IMT Ghaziabad

IT Infrastructure Library (ITIL) V3 Expert

AWS Certified SysOps Administrator

Certified ISO 27001 Implementer

MSCE & CCNA

Professional Profile

Delivered ITSM solutions based on ITIL best practices, from organizational perspective of integrating and providing business solutions within the IT infrastructure.

Key driver for ITSM process design and solution identification. Delivered IT solutions implementation, through all stages for ITSM automation tools and integration of NMS tools and various reporting and BI tools to allow global companies to move from a reactive state to a proactive state using proven ITIL processes and procedures Ensured that Hosting and Cloud Infrastructure is implemented in best practice, automating the provisioning, governance and management of secure cloud services using BMC Cloud Lifecycle Management. Delivered secures application and infrastructure services across hybrid cloud environments. Defined, developed & deployed Policies, Process, Procedures and guidelines of various services, their SLAs and manage the expectations of the internal customer through contracts/SLAs etc. Prepared the floor plan for Installation, Configuration and Management of IT infrastructure and business applications irrespective of any platforms, including Performance tuning features & Monitoring and diagnostics tools Deployed and upgraded IT Infrastructure including the Hardware, Software and Middleware to ensure the satisfactory availability of IT resources

Got involved with top management in planning IT operations strategies, implementing, and managing them. Defined baseline for availability & capacity planning and Service Level Management Performed need assessment and prepared IT operations blueprint for the IT Infrastructure planning and management Selected and evaluated, effective and efficient systems including hardware, software etc. Along with IT Infrastructure Management (Server, Network, Storage and Applications), Technology, and Resource Administration, have established vendor networks & liaisons. Negotiated SLAs for large and medium-size projects for uninterrupted supply of IT Services Through understanding of outsourcing contract commitment/Obligations and successful delivery thereafter Delivered IT global services, focusing on maximizing customer satisfaction, SLA achievement, process compliance and application quality; comprehensive experience in leading teams & multiple projects Managed financial planning and budget preparation, cost control (P/L), capacity planning, performance measurement, productivity improvement and quality compliance for implementation of project plans within developed and deployed key execution IT strategies across businesses and oversee issues related to IT Infrastructure, Communication & Technology Acted as the primary point of contact for managing a wide range of functions and providing Technical support in the form of Presentation, Business Analysis (Gap Analysis), Evaluation, Designing lab structure, specifying technical requirements, Technical Support, Training, data sheets etc.

Successfully supported sales team in preparing RFIs and responding to RFPs Followed systems development life cycle (SDLC), for information systems and software engineering projects, responsible for planning, creating, testing, and deploying information system. Successfully delivered various upstream projects in Application support. Working knowledge of DevOps concepts

Delivered and managed Cloud infrastructure (Both Private and Hybrid on HyperV / VMware with successful integration with Public Cloud of AWS, Azure and/or vCloud) through entire lifecycle, with SCCM 2012 and BMC Cloud Lifecycle Management

Managed IT operation for cloud provider of BaaS (Business Function As A Service) and SaaS based EUC (End User Computing) using Citrix VDI/HSD, BMC Client Management and BMC Workload Automation Worked on the Enterprise Management Solutions (EMS) which includes products like NMS, Server & Application Manager for monitoring KPI, Database Manager for monitoring the performance of Oracle database, Patch management, Software Deployment and Desktop management, IT Service Desk Management solutions. Working Knowledge of ITSM concepts based on ITIL V2, ITIL V3 and Microsoft Operations Framework (MOF) Working Knowledge of ISO 27001 and ISO 20000 clauses and controls Managed a team of over 150 resources for staffing, performance and conflict issues at a point of time Transitioned, transformed and managed BAU IT Operations for companies like; a. Earthlink – An ISP at US

b. Euostar – International railways between UK, Belgium and France c. Emkor Solutions Pvt Ltd – A company into Business Function as Service d. Pharma Companies - Shire, Sun Pharma & Ranbaxy

e. Manufacturing Companies - Advance Surfactants India Limited f. And worked for other sectors like BFSI, Manufacturing e.t.c. Career Highlights: 276 Months

Sr. Manager Projects Vyom Labs Pvt. Ltd., Pune

(May 2014-Till Today)

About Company:

Vyom Labs is BMC Premier Solution Partner in India and SAARC region. Vyom Labs has expertise in solutioning and implementation of BMC’s Enterprise Management Suite (EMS) solutions, IT Workload Automation, Cloud Lifecycle Management and ITSM automation tools.

Job Description:

As Sr. Manager Projects, I am responsible for, complete delivery and support of the multiple programs for the Enterprise solutions like (Remedy, Remedyforce, Workload automation through Control-M, Cloud lifecycle Management through BMC CLM). And ensure that Hosting and Cloud Infrastructure (Both Private and Hybrid) is implemented with best practice, automating the provisioning, governance and management of secure cloud services using BMC Cloud Lifecycle Management. And delivered secure applications and infrastructure services across hybrid environments (With AWS, Azure and vCloud). Responsible for end to end delivery of enterprise solutions and operational & product support there after (L1 & L2 TAC support)

Responsible to ensure highest level of client engagement which meets /exceeds customer expectations Meeting all agreed SLA requirements and Program / Delivery review meetings with our partners / clients Serve as a point of escalation for clients and maintain strong relationship with Senior Leadership (existing & potential) Strong internal and external senior stakeholder management, throughout the delivery lifecycle Develop and implement delivery processes to improve engagement efficiency, increase productivity and mitigate risk Ensure that the process and policies are updated as per recommendation and be a validator / Approver Ensure Automation is implemented and human involvement is minimized. Work closely with the Sale / Account Management teams on RFP responses, for scope, effort estimates and schedules Report client engagement status and other relevant business metrics to upper management on a regular basis Management of people in account and delivery management capacities. Recruit, manage, mentor and professionally develop the team of consultants Drive employee engagement and performance management for team members. Hiring, Coach and mentor the team members to enable their technical and professional growth in the organization Conduct regular 1-on-1 sessions with team members and provide relevant feedback and updates to team members and upper management

Responsible for meeting the financial targets (P/L) Sr. Manager IT Emkor Solution Limited, Gurgaon

(Feb 2013-May 2014)

About Company:

Emkor is a global business services company offering new cloud based Business Function-as-a-Service framework, which offers ‘pay as you go’, on demand service delivery model that businesses can leverage to outsource all their critical but non- core business functions. In addition, Emkor Solutions also offers Data Insights, Predictive Modeling, Trends and Analytics to support their clients’ core Business Imperatives. With its head office in Gurgaon, the startup has set up to adapt to the user’s infrastructure.

Job Description:

Working as Sr. Manager IT, I was responsible for managing 24*7 IT operations. Managed the Cloud Platform Operations with BaaS as cloud offering and Citrix VDI as SaaS Spearhead the overall management of the Cloud infrastructure using SCCM 2012 {Wintel, Database & Network administration and App support (Microsoft Dynamics & AX, Middleware and other applications)}, user SLA commitments, performance, availability, response time, problem resolution, etc. Ensured regular maintenance through patching, upgrade, security, availability, configuration and capacity management of Cloud Infrastructure

Ensure effective Resource Management, Manpower planning based on operational requirement for over 150 resources at any point of time

Drive employee engagement and performance management for team members. Coach and mentor the team members to enable their technical and professional growth in the organization Conduct regular 1-on-1 sessions with team members and provide relevant feedback and updates to team members and upper management

Support and deploy new technology/ projects in line with the business needs, ensuring smooth operations and high availability of the Cloud infrastructure with minimum downtime

Manage the complete life cycle of the projects in coordination with business users, development team and partners Implement the Quality Control procedures to ensure full compliance with company policies and procedures Manage the automation of workflows and business processes to improve operational efficiency Vendor Management - Interact extensively with managed service provider’s team to provide immediate support on pressing technical issues, evaluating performance with periodic reviews Generate weekly statistical and department’s performance reports for senior management review Responsible for IT Risk Management – Identification and mitigation of risks Successfully ensured the ISO 20K and 27K certification as SPOC Preparation of IT budget and accounting thereafter License Management – Requirement analysis, ensuring PO is raised, tracking and reporting afterwards Sr. Project Manager NIIT Technologies Limited, New Delhi

(April 2008-Feb 2013)

About Company:

NIIT Technologies Limited is an SEI - CMMi Level 5 and PCMM Level 3 assessed company. NIIT Technologies focuses on well-defined industry verticals of Finance, Transport, Retail and Manufacturing for its IT Solutions business. The company offers services in Custom Software Development and Maintenance, Legacy Maintenance and Modernization, Enterprise Integration, Application Support & maintenance and Managed Services. Job Description:

As an ITSM Process Consultant with ‘Shire’ at USA (Philadelphia), I was responsible for delivering ITSM solution based on ITIL best practices, focusing on People, Process and Technology. Delivered ITSM processes for a private cloud providing IAAS (Infrastructure As A Service). Doing ‘Current State Analysis’,

‘Future State Design’, ‘Program Planning’, ‘Process Definition (Includes process definition, deployment planning, tool & process deployment, deployment support including Training)’ and ‘Benefit Verification’. Working as a PMO during the transitioning phase of a $30 million USD deal, Remote Infrastructure Management (UNIX, Windows, Database & Network administration and App support/Middleware) engagement with ‘Eurostar’ at UK (London), I was responsible for following activities;

Maintain the repository for status reports, work plans, proposals, change requests, etc. Identify and resolve common problems and potential risk issues across projects Provide oversight to ensure projects are in compliance with established standards Standardize project management processes, tools, documentation, and templates Monitor project portfolio to ensure timely updates and performance reporting process Improve project management capabilities, knowledge, competence, and skills Provide PM guidance, tools and techniques to project managers Monitor resource utilization trends and ensure utilization is aligned with strategic goals Facilitate project sponsors and managers in identifying and managing delivery opportunities and threats Responsible for setting-up the offshore delivery center and its successful acceptance testing thereafter As Sr. Project Manager Infrastructure I was responsible for managing a 24*7 IT Operations support with ‘Earthlink’ at USA

(Atlanta) worth $10 million USD per annum, I was managing a System Engineering {UNIX, Windows, Database & Network administration and App support (Various module of SAP, VAS, Middleware and other applications)} engagement spread across 2 datacenters, with a team of over 65 resources at any point of time for IT Infrastructure management activities. Responsible for successful transitioning of IT services to offshore and managing the IT operations Responsible for smooth delivery of IT services to business including smooth commissioning and decommissioning of IT Services, ensure internal and external customer satisfaction and attending review meeting Responsible for development, deployment, patching and up gradation of IT Infrastructure including the Hardware, Software

(Various module of SAP, VAS, home grown messaging system and others) and Middleware to ensure the satisfactory availability & capacity of IT resources within the SLA. Drive timely delivery & implementation of changes and/or work orders received, by coordinating between Ops & Project teams to ensure adherence to SLAs and committed timelines for all deliveries. Ensure delivery and proper functionality of Applications and Solutions deployed for business spread across 2 datacenters Identify the shortfall in IT infrastructure & Plan for augmentation in consultation with client Ensure compliance of quality norms and best practices from ITIL Successfully managed various upstream projects in Application support Establish mechanism to report activities/issues and track them to closure Responsible for people management for staffing issues, performance, escalations & risk management Acquire budget approval for all Project Costs - hardware & software spend resource costs, floor space, licenses etc. Responsible for meeting the cost targets (P/L)

Working as an SEPG team member I was responsible for defining the ITSM process for the organization internal IT department, as well as for the Managed services and Support & Maintenance Projects. Process definition, metrics analysis, defect prevention and process improvements, Identifying process improvements opportunities and recommending the same to the SEPG team, Identify best practices and process improvements for inclusion at the organization level

Audits - Plan, conduct, track, analyze and report internal audit findings and issues, conducting audits at project and ODC level to check the compliance with ITIL best practices, Prepare audit report, non-conformance report and tracking of Non- conformances to closure, Mentor teams and groups as needed to drive process discipline Design, develop, and drive the implementation of Key Process Areas (KPAs) for ITSM processes, Arrange for the external and internal audits as per the Audit Calendar; coordinate all the activities connected with the external and internal audits, right from audit schedule to closing meeting and follow-up of closing meeting action points, Follow-up of external/internal audit findings / suggestions for effective closure, Arrange for and follow-up of actions identified during SEPG meetings and monthly review meetings

As process consultant facilitate / guide employees (MSP teams & Internal IT including the SAP support team) on the effective usage of tools from the point of view of effective implementation of QMS, Collection of metrics and maintenance of metrics repository. Participate in Metrics activities at project and Organization level - Process capability baseline computation skills Reviews with senior management - presentation / visibility to senior management on various activities of SEPG, regular reports and periodic meetings with senior management Consultant ITSM Practice Satyam Computer Service Limited,

(June 2007-Mar 2008) Secundrabad

About Company:

QPRIME (Quality Process Improvements for Excellence) - the Quality Consulting group in Satyam, has been constituted with a core mission of process enabling the IT function. Satyam’s Quality management systems have been assessed and certified to some of the world’s best standards including ISO 9000: 2000; SW-CMM, BS 7799, SEI CMMI ® etc. The current range of offerings from the QPrime group focuses on the deployment of various process frameworks (ITIL, ISO 9000:2000, BS 7799, SW- CMM, SEI CMMI ®, eSCM).

Job Description:

As an ITSM Process Consultant with the Consulting and Enterprise Solutions business of Satyam (QPRIME), I was responsible for delivering ITSM solution based on ITIL best practices, focusing on People, Process and Technology. I was also responsible for providing on-going project based assistance and consultation on various ITIL engagements Doing ‘Current State Analysis’, ‘Future State Design’, ‘Program Planning’, ‘Process Definition (Includes process definition, deployment planning, tool & process deployment, deployment support including Training)’ and ‘Benefit Verification’. Responsible for the realization and development of the business case for the COE for tooling solution for supporting the ITSM consulting practice, Which is being used to showcase competencies and capabilities of innovative tooling solutions for automating IT functions.

As a part of the team responsible for QVantage (A collection of artifacts, templates, forms, questioners, process flowchart, ETVX, roles and responsibility documents, process definition etc) refresh from ITIL V2 to ITIL V3, I was responsible for Service Strategy and Continual Service Improvement.

Provided training on the ITIL V2 and MOF concepts to over 250 associates at Satyam and Microsoft. Developed project cost estimation template.

Key Achievements:

The projects done are ‘Current State Analysis’ for Reed Elsevier ODC for their Service Support and Service Delivery processes and ‘Current State Analysis’, ‘Future State Design’ and ‘Process Definition’ for Service Support and Service Delivery processes for Fullerton Financial Holdings for Application Support Model. Technical Consultant Network Solution Pvt Ltd

(April 2006-May 2007) Mathura Road, New Delhi.

About Company:

Netsol (Network Solution Pvt Ltd) is India’s leading IT infrastructure solutions integrator. Netsol offers a whole range of IT Infrastructure solutions, services & software for enterprise customers. Job Description:

Working as Technical Consultant for the IT Infrastructure Management Software I was responsible presales and post sales technical support for EMS from Network Solution Pvt Ltd, for identifying the needs for IT Infrastructure Management of potential clients.

Mapping the technical requirement keeping in mind the industries best practices from ITIL, mapping the products and their features against client requirement for IT Service Management Presentations of the solution, determining exact product-line and designing the lab structure, demonstration & Proof of Concept for the specified features of the products Technical requirement mapping, Validation, Solution Design, Co-ordination and relationship management with Principal Clients for solutions and software commissioning

Ensuring that each solution implementation include the appropriate level of Service engagement and, Ensuring Appropriate Product Technology transfer.

Key Achievements:

The client list includes clients like Dishnet, Eicher, Max Healthcare, Ranbaxy, Shoppers Stop etc. Technical Consultant Zenith Infotech Ltd.

(Dec 2003-April 2006) S-69, Okhla Ph-2, New Delhi. About Company:

Zenith Infotech Ltd is a software product company developing next generation products for IT infrastructure management, Security and System recovery. Corporate office at 29-MIDC, Andheri (East), Mumbai. Job Description:

Working as Technical Consultant I was responsible for all presales and postsales technical support for EMS from Zenith Infotech. The job involved identifying the business needs of potential clients, Mapping them to technical requirement and brainstorming on them with the client, Designing solution in the space of IT Infrastructure management keeping in mind the ITIL practices, mapping the products and their features against client requirement, consultation on the designed solution vis-à-vis other solutions, presentations on the solution, determining exact product-line and designing the lab structure, demonstration & Proof of Concept for the specified features of the products, Technical requirement mapping, Validation, Technical Solution Design, Co- ordination and relationship management with Principal Clients for solutions and software commissioning. Ensuring that each solution implementation includes the appropriate level of Service engagement and, Ensuring Appropriate Product Technology transfer, Create cost sheet for the BOM.

I and my team of 8 Technical specialists were directly responsible for North and East of India. Key Achievements:

The client list include clients like Samsung, Maruti, NTPC, MothersonSumi, LG Electronics, The Times Of India, Omaxe Construction, eFunds, IFCI, Mitshubishi, GPIL, Modicare, Subrose, Whirlpool, Alstom, SandanVikas, SonaKoyo Stirings, Tupperware, Rites, HMSI etc.

Technical Support Engineer vCustomer Services India Pvt Ltd

(Feb 2002 – Dec 2003) Mohan Cooperative, NewDelhi

About Company:

vCustomer Services India Pvt Ltd. is a Call Center providing technical support to different Business working in different locations in India and Abroad.

Job Description:

Provided technical support to the clients of NETGEAR Co., As a people manager I was responsible for the performance of a team of 12 technical support engineer working under me, we provided technical support for networking products solely manufactured by the Netgear co. dealing with various LAN and WAN technologies, both wired and wireless. Network Engineer SKYWEB INDIA LTD.

(March 1997-Dec 2001) Jhandewalan, NewDelhi

About Company:

SKYWEB INDIA LTD. is in Web Development with over 1000 employees working at around 26 different locations in India and Abroad.

Job Description:

Administered LAN/WAN for In – House network at their PDC and maintained the performance of their corporate network with over 700 nodes to solve the problem in the least possible time. Identified and corrected network performance problems, such as overloaded infrastructure, incorrect configurations and invalid topology issues. Resolved daily load of trouble tickets pertaining to network connectivity, Logged issues with the Service provider and Vendors and followed them till the closure of the issue. Summary

I regard myself as an IT professional with sound knowledge of end to end delivery management and IT Operations management. Experienced in business critical and complex IT Infrastructure management, have extensively enriched my Service Management Skills and have exposed myself to the latest technologies used in distributed IT Infrastructure Environment. Vijay Bhargava

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