Engineer Manager

AZZAZ SAIYED (Professional - Technical Service Delivery Lead)

E-mail ID: adib7b@r.postjobfree.com Mobile: +91-720******* CORE PROFICIENCIES

Service Delivery Operations

Windows Server Administration

Delivery Management

Exchange Server Admin

IT Infrastructure Management

Continual Service Improvement

Executive Reporting

Transition & Transformation

IT Business Continuity

DR-Planning

Accounts Claims & Controls

Data Centre Operations

Team Development

Operations Management

Performance Management

Capacity Management

EXPERTISE IN

• Infrastructure Delivery Management for UK based Telecom Operators, managing SLAs and KPIs.

• Handling escalation, mitigating risks and issues and managing the CSIs.

• Develop, implement and manage long-term solutions to issues that affect the efficacy of the company’s IT systems. Assist top management in making decisions that will improve service delivery and customer satisfaction.

• Trained all members of the team in appropriate protocol and processes for handling issues and performing tasks.

• Adept at building strong relationships with Global C-level management.

• Successfully delivers large complex infrastructure and Application projects & solutions through expert leadership of cross-functional on-shore and off-shore support organizations.

• Provide clear and unambiguous communication within Incident Management case tools with frequent and timely updates.

• Identifying & monitoring monthly metrics, KPIs, and operations reporting requirements. Implementing tools to measure and report against performance.

• Developing & monitoring escalation processes to ensure SLAs are met.

• Managing and leading the prominent advertising agency for APAC region. Leading and guiding the team of O365, Windows, VMware, Storage etc.

• Managing complete operations involving resource planning & mobilization and execution within cost & time parameters; deploying / implementing quality tools. PERSONAL VITAE

DOB: 16th June, 1974

Address:

#34, 3rd Cross, Krishnamma

Garden, Benson Town Post, J. C.

Nagar, Bangalore – 560046

Languages Known:

English, Hindi, Marathi and Urdu

Passport Details:

Z4362290 from Bangalore and

Valid till 15th August 2027 (Had

L1A and B1 valid Visa)

CAREER CHRONICALS

EMPLOYER DESIGNATION YEAR

Ericsson Global India Ltd Infrastructure Delivery Manager July 2019 DellEMC (Bangalore) - Contract Sr. Tech. Service Delivery Lead Jan 2019-July 2019 IBM India, (Bangalore) Tech. Service Delivery Lead Jan 2014 - Apr 2018 Accenture Services Pvt Ltd Associate Manager Jan 2006 - Nov 2012 Hewlett Packard Globalsoft – Mar 2004 - Jan 2006

CMS Computers Ltd. (Mumbai) Senior Systems Engineer Jun 2003 - Mar 2004 E-Net Solutions (Mumbai) Sr. Systems Engineer Oct 2002 - Jun 2003 Wipro Technologies Senior Systems Engineer Feb 2001 - Oct 2002 Mediline, (Mumbai) Consultant Nov 1999 - Feb 2001

Aptech Computers and IMR Global Residential Engineer Aug 1998 - Nov 1999 Mediline, (Mumbai) Support Engineer

Jun 1997 - Aug 1998

Image Systems, (Mumbai) Marketing Executive

Jun 1995 - Jul 1997

z

PROFILE SUMMARY: A highly efficient, innovative and methodical Professional IT Technical Service Delivery Lead with over 20+ years of experience in Windows Server Administration, Exchange Server Admin, Service Delivery Management, Incident Management & Problem Management. Result oriented decisive leader to maintain high quality standards to meet challenges of this fast-paced, high- turn industry. Possess adeptness in on-time delivery of projects, ensuring compliance with all quality and safety specifications. Competent at identifying inefficient processes and implementing reliable and cost-effective solutions, while providing hands-on technical support. Extensive knowledge in technical service planning, controlling, identifying risks/issues, defining milestones and ensuring technical service delivery within the set deadlines in adherence to prescribed quality standards. Design IT Infrastructure and supervise the implementation functionality of company. Comprehensive knowledge of all Windows platforms and server configurations. Specialize in troubleshooting and system and data protection techniques including both proactive and reactive measures. Highly Extensive experience in overseeing the development, implementation and management of information technology systems that improve accessibility and resolve networking issues. Excellent problem solving skills with ability to perform root cause analysis, strong attention to detail and a talent for developing and simplifying procedures to develop and manage technical teams and outcomes. Able to help companies achieve what seems impossible. Being able to operate in a world of fast moving organization, and acting as the primary face of the Organization.

•

IBM INDIA, (BANGALORE) JAN 2014 - APR 2018

Designation: Technical Service Delivery Lead

Responsibilities

• Responsible for remote IT Infrastructure management services for WPP, managing service delivery for all competencies across multiple countries in EMEA and APAC region.

• Support to 12800+ customer Windows/Unix devices, 12 PB Storage, data center operations, customer local sites, with global direction to teams in support of client critical business processes and infrastructure.

• Providing technical direction to delivery teams in support of service changes, critical system recovery, and system security and compliance regulations in support of the client environment.

• Successfully offshored support to 3840 servers, 80+ Databases, 2.5 PB storage to India - global delivery center, established and execute tracking, measurement, reporting and governance of Knowledge Transfer.

• Oversee IT systems monitoring, command center operations, server builds, OS patching, Infrastructure security and compliance, capacity planning, issues & risk, drive mitigate plans for risks, apply treatment plan for issues.

• Leading the team to deliver the agreed client delivery plan, implementing client relevant measurements and reporting across their teams. Responsible for cost reduction through, contractor displacement, vendor terminations with efficiency targets.

• Main interface to senior management at IBM, customer and stakeholders on all aspects of the service. Previous Assignments

• Prior to Account Lead Engineer, worked as SME for Exchange 2010 and Active Directory for prominent customers based in UK and Europe.

• Responsible for handling all the technical escalation, SLA attainment, Service Recovery and RCA’s Implementation.

• Managed Exchange Migration to Microsoft O365 and transition to different third-party vendors. ACCENTURE SERVICES PVT LTD, (BANGALORE) JAN 2006 - NOV 2012 Designation: Associate Manager (Joined as Senior Engineer; promoted as Team Lead and further as Associate Manager) Responsibilities

• Handled the VMWare and Cisco Team for Internal Clients.

• Functioned as the Data Centre Delivery Lead for Freeport McMahan from Phoenix (Onsite).

• Mentored a team of 7 members from India for Freeport McMahan.

• Involved in the transitioning of Windows and Exchange environment for FreePort McMoran from Phoenix, Arizona, US

• Performed work related to:

o Comcast Cable as Team Lead for L3 Exchange Team from Cincinnati, OH, US (Onsite). o Reliant Energy as L3 Windows and Exchange Administrator from Bangalore and Houston, Texas, US.

• Organized root cause analysis & updating the details about the project performance.

• Imparted training for Exchange & Windows, Established the technical teams to handle day to day operations.

• Managed installation, troubleshooting, user management, disk management, security management, DHCP and WINS administration and Profile Management for a Windows NT based network.

• Carried out Domain Model Designing and Administration for Windows NT Server (Windows NT 4.0, Windows 2000 Platform and Windows 2003).

Highlights

• Holds the distinction of independently managing transition for 3 projects at US.

• Received appreciation from client for timely & effective resolution of critical issues, Receive training in UCS. Ericsson Global India Ltd. July 2019

Designation: Infrastructure Delivery Manager

• Managing the Infrastructure for UKs prominent Telecom operator.

• Handling the technical infrastructure team as well as Service Management team.

• Responsible for all the Infrastructure deliverables, including Change and Problem Management.

• Contributing to achieving SLA target availability by delivering high quality services from Wintel, Linux, Storage, Databases etc.

• Responsible for Key SLAs and KPI for Asset Management, Incident Management, Change Management, Capacity etc.

• Responsible for resource alignment across projects and delivery.

•

DellEMC (Contract-Nityo Infotech) JAN 2019

Designation: Sr. Technical Service Delivery Lead

• Discovery of all the Servers and Storage, and getting them added in DTM tool for Deutsche Bank.

• Mapping of servers and storage with application of Deutsche Bank.

• Planning and Scheduling of Storage Migration.

• Engaging all the application and business owners and scheduling the storage migration.

• Working with Storage Technical Team and ensuring smooth migration and avoiding any incidents and issues.

• SPOC for all the CSMs from client and handle all the technical and service escalations related to migration HEWLETT PACKARD GLOBALSOFT MAR 2004 - JAN 2006

Responsibilities

• Offered Level-3 Support for HP Messaging-APJ

• Involved in the administration of Windows NT4.0 and Exchange 5.5 Servers for North Americas region.

• Handled the HP Open view Data Protector for Backup of the Entire Messaging Servers.

• Supervised the Mailbox Servers, Public Folder Servers and Bridgehead Servers.

• Used the Tools-PCAnywhere, Dameware & Rclient.

• Ensured disaster recovery in case of Server Failure.

• Managed the Exchange 2000 environment for Asia Pacific region in Shared delivery model. CMS COMPUTERS LTD., (MUMBAI) JUN 2003 - MAR 2004

Designation: Senior Systems Engineer

Responsibilities

• See potential issues and proactively ensure the highest levels of systems and infrastructure accessibility.

• Monitor and test performance of applications, foreseeing potential bottlenecks and identifying possible solutions.

• Work with developers to implement those fixes.

•

E-• NET SOLUTIONS, (MUMBAI) OCT 2002 - JUN 2003

Designation: Sr. Systems Engineer

Responsibilities

• Adhere to standards and procedures that provide for efficient operation of the servers, storage appliances and systems.

• Perform capacity planning and reporting to ensure efficient use of storage.

• Closely monitor server and storage performance and utilization, identify problems and recommend / implement solutions.

•

MEDILINE, (MUMBAI) NOV 1999 - FEB 2001

Designation: Consultant

Responsibilities

• Collect requirements of the clients and process them to plan budget and configuration of systems required in the organization.

• Provide consulting help on various specialized software packages and explain their efficiency to the clients.

• Highlight strengths and weakness of a hardware system or software packages which the client has opted for his organization. APTECH COMPUTERS AND IMR GLOBAL, (MUMBAI FROM TANDEM MACHINES) AUG 1998 - NOV 1999 Designation: Residential Engineer

Responsibilities

• Ensure compliance to all plans and specifications and identify all errors in plans.

• Identifies the resource requirements for the effective supervision of the IT works, and works with the project controls team.

• Establishes an appropriate working relationship with the contractors. MEDILINE, (MUMBAI) JUN 1997 - AUG 1998

Designation: Support Engineer

Responsibilities

• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.

• Establish and maintain good working relationship with customers and other professionals.

• Monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers. WIPRO TECHNOLOGIES FEB 2001 - OCT 2002

Designation: Senior Systems Engineer

Responsibilities

• Provide documentation, reports and evidence for internal and vendor audits.

• Installs, configures, tests and maintains operating systems, application software and system management tools.

• Conducts information technology (IT) oversight to include systems engineering, integration, technical performance analysis, governance and IT policy.

TECHNICAL EXPOSURE

• Foundation Certification in ITSM (ITIL)

• Windows NT Server 4.0

• Windows NT Workstation 4.0

• Windows NT Server in Enterprise

• Networking Essentials

• Microsoft TCP/IP

• MS Exchange Server 5.5

• Windows 2000 Professional (70-210)

• Windows 2000 Server. (70-210)

• Windows 2000 Networking Infrastructure (70-216)

• Windows 2000 Active Directory. (70-217)

• Managing and Maintaining a Microsoft Windows Server 2003 Environment (70-290)

• Implementing, Managing and Maintaining a Microsoft Windows 2003 Networking Infrastructure (70-291)

• Planning and Maintaining a Microsoft Windows Server 2003 Networking Infrastructure (70-293)

• Implementing and Managing Microsoft Exchange Server 2003 (70-284)

• Installing, Configuring and Managing MS Clustering Service by Windows 2000 Advanced Server (70-223)

• CompTIA Server+ (SK0-001)

• Citrix MetaFrame XP Presentation Server Feature Release 3

• MCP

• MCSE NT4.0

• MCSA Windows 2003 and Messaging 2003

AZZAZ SAIYED

ACADEMIC QUALIFICATION

• 2018: Post Graduate Diploma in Information Technology (IT) from UTS, Pune.

• 1997: Diploma in Electronics and Communication from Bharatesh Polytechnic, Belgaum

• 1992: 12th (Science) from Swami Vivekananda Jr. Collage, Mumbai

• 1990: 10th from Swami Vivekananda High School, Mumbai IMAGE SYSTEMS, (MUMBAI) JUN 1995 - JUL 1997

Designation: Marketing Executive

Responsibilities

• Monitors competitor activity and brainstorms potential improvements or changes in marketing strategy, products, or services.

• Creating a market plan with respect to selected product / service, conducting strategic planning on promotional activities including budget involvement, target audience, and market scenario.

• Communicating with marketing team and business relationship management for developing innovative marketing strategies and conveying the same to target audiences.

TRAININGS

• Citrix MetaFrame and NFuse from Citrix India, Mumbai

• Windows 2000 and MS Exchange Server 2000 from Microsoft, Mumbai

• Accent Neutralization by Mind Speed, Bangalore

• CompTIA Server+ Training (HP), Bangalore

• Academy Microsoft Exchange 2003 Workshop (HP), Bangalore

• Team Working Skills (Shikshan), Bangalore

• Customer Interaction Skills (Stimulus), Bangalore

• Citrix MetaFrame XP Feature Release: 3, Bangalore

• ITSM Foundation Course (Quinn Technology-Malaysia and Netherland), Bangalore

• Time Management, Bangalore

• UCS Boot Camp - 5 Days, Chicago

• UCS Basics – 2 Days, Houston

Contact this candidate