Manager Service

Lakshmi N Daruru

Columbus, OH

Ph: 502-***-****

********@*******.***

Executive Summary:

Information Technology leader with over 20+ years of deep experience and proven ability to succeed in Global Program Management, Cloud Infrastructure & Cyber Security Delivery, Transformation, and Strategic Leadership with a proven track record of delivering strong results. Led the team by taking a growth mindset and collaborative action-based approach that starts with attracting and build high-performance teams, engaging them on the right strategy, ensuring crisp execution of the plan, and making decisions to accelerate progress and results. I am influential at all levels due to authenticity, knowledge, and communications effectiveness. Strong client engagement experiences with a high level of passion for service excellence for global clients across industries including those of Energy and Utilities (ENU), Health Care and Life Science, Retail & CPG, Manufacturing, Banking Financial Services, and Insurance (BFSI), Hi-Tech, Government Services. Skills & Competencies:

Global Account/Program Management Client Relationship

Global Service Delivery Operations Cloud Infrastructure Architecture

Digital Modernization Digital Business Transformation

Infra & Security Transition/Transformation Disaster Recovery and BCP

Cloud Infra Service/Ops Models(IaaS, PaaS & SaaS) Data Center, Network, Security, EUS & SD

ITSM & Cross-Function Management ServiceNow & DevOps Services

AIOps & Hyper-Automation Cyber Security & IAM/UAM Services

Team Leadership & Performance Mgmt Business process and system integration

Partners and Vendor Management Managed & Consulting Services & Pre-Sales

QMS - ISO 9001:2015, ISO/IEC 27001, PCMMI Six Sigma, LEAN, SOX & Security Audits

Technology Strategy, Direction, and Roadmap CIPs & Best practices

Customer Satisfaction(CSAT) and SLA deliverables P & L/Financials & Cost Optimization Professional Key Achievements:

Received Best Leadership Performance Account Award(Q4 2019-20) from Wipro President - ENU

Received Client Recognition Award for Teamwork and Collaboration(in 2019) from Client CIO

Received ENU - Business Excellence Award(Q2-2018) from Wipro ENU/CIS Leadership

Received Best Regional Director Award from Chief Executive- Healthcare, Wipro

Received Award from Wipro Leadership – Most Valuable Player (MVP)

Received Award in Delivery Support Leader from VP-IT -Kohl’s Inc & VP- Wipro Ltd

Received Award for GoogleApps Project and Execution from CIO-JDI & Client Partner- Wipro

Received Best Performance Team Lead Award from CIO of JDI and Wipro GM

Received Teamwork for Quality Award from Asia Pacific Vice President, IBM Global Services

Received the Best Performance Employee Award for June & July from Wipro InfoTech, India Professional Experience:

Expertise and Led Program Management and Global Service Delivery for Cloud Infrastructure & Cybersecurity Services for Global clients

Expertise and Led Cloud Infrastructure Modernization and Digital Transformation initiatives

Expertise in Client Relationship and engagement models

Expertise in Monthly and Quarterly business review (QBRs) with Client leadership

Customer satisfaction(CSAT), SLA deliverables, and continual service improvements

Expertise & Led 5+ major Infrastructure Service Transitions & Transformation (include TOS – Total Outsourcing) for global clients

Expertise in technical leadership on enterprise architecture in solution design, plan, and implementations

Expertise and Led Cloud Infrastructure Services – Nutanix Enterprise Cloud Platform (ECP), Vmware Software-Defined Data Center (SDDC), AWS, Azure, GCP, Google Apps, Microsoft O365 & ServiceNow

Experience in Client RFP/Bid proposal and Pre-Sales processes

Led Delivery Drive Sales and generated additional revenue

Experienced & leading and managing geographically diverse on-site, and off-shore teams for Enterprise Infra add Apps support delivery operations

Expertise in DR, and BCP solution implementations and conducted 8+ DR exercises successfully

Led & chaired multiple IT Crisis mgmt for the business requirements in CMA and COVID-19 situations

Expertise & Led Infra Services – AIOps & Automation through Wipro HOLMESTM with 33-45% volume tickets reduction/optimized efforts which resulted in huge benefits

Expertise in Service Management (ITSM/ITIL Processes) and cross-functional

Good experience in ISO 9000:9001:2015, ISO/IEC 27001, PCMM Level 5, CMMI, Six Sigma, LEAN processes, and regulatory standards & audits

Led Security Program Governance of Cybersecurity - GRC & SOX compliance and audits

IT Strategic Planning, Risk Mgmt and change management, transformation programs and M & A

Expert knowledge with all aspects of IT infrastructure technical operations on Data Centers, Platforms, Databases, Storage, Backups, Tools & monitoring, Middleware, Messaging & Collaboration, ServiceNow, Citrix and VDI, Network, Cyber Security, HA, DR solutions, and Mainframe support and Integrated refresh operations

Experience and led multiple ServiceNow Solution migration & Implementation and operationalization

Experience in Agile and DevOps development and operations

Expertise in End User Services/Computing (EUS/EUC) and Global ServiceDesk Services

Good experience with financial management, budgeting & forecasting for IT programs, operations, products, 3rd party, and vendor software and tools.

Expert with Infrastructure performance benchmarking & reporting, CPIs, KPIs, metrics, utilization trend analysis, SLAs to achieve customer service and satisfaction

Experience in contractual negotiations with clients, vendors, and partners

Experience in developing, implementing, and continually refining, improving operations and service procedures, standards, and policies to conform to best practices and SLAs

Proactively to identify, evaluate, and recommend emerging Cloud Infrastructure technologies that will improve business success and benefits

Experience in working with senior leaders and executives on organizational goals, strategic plans, road maps, and digital business transformation activities

Good experience in handling multiple IT Service Providers and 3rd party vendor management teams

Expert in people mgmt, career development, performance reviews & drive R&R for the top performers

Expert in provide executive summary & status reports to the key leadership and business stakeholders Work History:

Head – Cloud & Infrastructure Services (Client location) at Wipro Ltd July 17 – Present Wipro Limited (NYSE: WIT) is a leading global information technology, consulting, and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics, and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability, and good corporate citizenship, we have over 180,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future.

Currently working at ENU Client as Head for Cloud & Infrastructure Manage Services with responsibilities of Program Management, Service Delivery, and Client Engagement. Managed Services Program which covers dedicated/shared support models (Team of 240+, 3 SDMs & 1 Program Manager, Lead Enterprise Architect, SOX Lead, and DR Manager) with an $85+ million TCV. Run Operations cover Data Center & Cloud Services, DR Services, End-user Services (EUS/EUC) & Service Desk (Manila and Pune), Cyber Security Operations

– IAM and IDAM, SOX, Audits, and Mainframe operations. IT Service Management (MIM, Incident, Problem, Change, and Capacity) and cross-functional team, and AIOps & Automation. Led Cloud Infrastructure modernization and Transformation

• DCIM and PoD Architecture & ServiceNow Implementation

• SCADA Environment transformation and refresh with 100% HA

• Hybrid Cloud Strategy and Cloud Transformation (Nutanix, Vmware SDDC, and AWS)

• IBM Power 8 Hardware transformation and cost optimization/savings

• ServiceDesk movement from USA and Manila(Philippines) for cost-saving benefits

• COVID-19 Plan - VDI FastTrack 1500+ implementation

• COVID-19 Plan – Customer Call Center Work from @Home Agent movement 52% within 2-3 weeks and Appreciated by CEO and CIO.

• MuleSoft – API module with Middleware Env Transformation

• Digital transformation with Microsoft 365 pilot implemented and roll-out plan in Q1’21

• Storage and Backup Transformation of Pure and CommVault – Go-Live in Dec’20

• NextGen Tools transformation– Splunk, AppD, Evolven, and Nexthink

• IAM Modernization from Hitachi to SailPoint

• Customer Call Center modernization

• CSAT improvement from 3 to 3.8 and sustained between 3.7-3.8/4 last 8 quarters

• Led team BCP solution for ServiceDesk team to Work@Home using Avaya 1X solution

• Led Hyper-Automation Q1 Target additional 20% Use cases

• Led and govern DR exercises on quarterly & half-yearly

• Led account and program risk assessment and mitigation plans

• Run review weekly, monthly, and quarterly service delivery dashboard with key stakeholders Director of Technology Services - (Client location) at Wipro Ltd Oct 12 to June 17 Worked at HealthCare Client - Catholic Health Initiatives/KYOne Health for Run and Change business Program and Delivery of Cloud and Infrastructure Services and Transformation. Key program & delivery responsibilities encompass,

• Global Program and Service Delivery Services for the KYOne Health

• Client engagement with IT Leadership (Reginal CIO and CISO) and business leadership

• Ensuring all the critical service deliverables SLAs and CSAT (sustained 3.6-3.7/4)

• Led transition end-to-end infra services - Data Center, EUS and SD, and Information Security

• IT Service Management (MIM, Incident, Problem, Change, and Capacity)

• Led CHI-KYOne Health of Managed Infra Services for 20+ hospitals and 200+ Health Clinics

• Led three M&A Transitions and Delivery Operations (Jewish, ULH, and CHS – Managed services value of 45+ million & Overall TCV 100+ million for 5 years).

• Led for all Transformation Programs for the region

• Managed regional Data Centers which covers 3000+ Servers, EMC VMAXs, HP CS700 Storage, PA Firewalls, Cisco Network appliances, Mainframe env, and 20+k End-point devices

• Led the team and implemented a Network LAN/WAN Transformation Program (10+ million).

• Led Jewish Data Center migration to PK 10 DC Transformation Program.

• Led infra services scope on Cerner, McKesson Star EMR apps roll-outs entire KY Market

• Led setup KY Division Service Desk Services at Manila, Philippines

• Program Governance reviews with the RCIO, CISO, and Leadership

• Strong knowledge of EMR products Cerner, McKesson Star, Meditech and EPIC, and PACS Delivery Lead/ Sr. Project Manager (Client location) at Wipro Ltd Sep 2009 to Sep 2012 Worked as a Delivery leader at a retail client (Kohl’s Department Stores Inc) is one of the nation’s largest retailers in the US. At Kohl's Wipro has managed services in e-Commerce and CoE Testing and Infrastructure delivery services. In-Service Delivery entails providing IT services for Kohl’s, which include planning, build, operations maintenance, and support of enterprise infrastructure and applications through ITIL Framework. Project Manager/Tower Lead (Client location) at Wipro Ltd June 2006 to Aug 2009 Worked as a Project Manager/Tower lead at a consumer Hygiene products client (JohnsonDiversey (Now Diversey) Inc). Wipro manages entire JohnsonDiversey Inc (JDI) IT as Total outsourcing, which includes all Global IT infrastructure and Applications Service Delivery for NA, EMEA, LATAM, and APAC Regions. Technical Consultant (Client location) at Axioms Systems Inc Aug 2005 to May 2006 Worked as a Technical Consultant for HealthCare Client - Kaiser Permanente- America's leading (Nation's largest HMO) non-profit integrated health care organization. Education & Certifications:

• Master of Computer Applications(MCA) from IGNOU University, New Delhi, India

• PgMP – Certified Program Management from PgM Academy

• PMA – Certified Project Management from PM Academy

• Wipro ADROIT – a Delivery Transformation Program

• WLP – Wipro Leadership Program

• ITIL v3 Foundation Certification

Recent Training/Workshops/Webinars:

• VMware Front and Center, Thought Leadership Series

• Pure Storage FlashArray and FlashBlade - Foundation Workshop

• Vmware VMworld 2020 Conference

• Vmware SDDC & vRealize Suite Training thru VMware EMPOWER Partnership

• Nutanix Hyperconverged-infrastructure(HCI) Cloud Boot Camp Training

• Wipro Practice - AWS and Azure Cloud Trainings

• Google Cloud Platform(GCP) Workshop

• IBM Power Systems with POWER8 Enterprise Workshop

• xMatters FLOW Conf at Chicago

Actively participated in Gartner’s & Forrester Research Webinars and member of Wipro CoE Practice team on Cloud and Infrastructure Services and Automation Solutions for Global clients Involvement in social causes: Led and event organizer for Spirit of Wipro RUN (SOW RUN) for Columbus/Dublin City last 3 Years (2017, 18 & 19). The charitable cause for 5K run/walk and Kids 1K/2k run in Dublin/Columbus for City of Dublin Schools community support program through First Book is a nonprofit social enterprise. The Run is an annual global initiative and involved several thousand Wipro employees, their friends, and families, alumni, customers, partners, and suppliers came together for Run.

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