Service Delivery Windows Server

Devraj Biswas

Kansas City, Mo adxy1r@r.postjobfree.com +1-816-***-****

PROFILE

Extensive IT experience managing large engagement with cross functional experience in customer relationship management, Service delivery, executing high value technical program/project management, owning large IT infrastructure and application support groups with focus on delivering services and operation, at various client locations spread across the world. Experience in handling mission critical production support projects, 24X7 operation in the field of IT application and infrastructure aligned with ITSM framework. Significant working experience in a varied domain like Telecom, Media & IS, Retail & CPG, Utilities and Manufacturing.

Own complete service delivery and operation for large FMCG $100 million account

Have lead a project team of SME’s responsible for datacenter migration across Europe, USA and APAC region for a global engineering giant.

15 years of cross-cultural experience, managing clients across globe

Strong focus on process development, communication, and quality assurance

Expertise in business continuity assurance, service delivery, transitioning, coordination & implementation

Proficiency in IT infrastructure service management, problem identification, analysis and resolution

Performed various delivery risk assessment of deals and suggested mitigations

Demonstrated intense leadership skills and have developed exceptional client handling and interpersonal skills.

KEY ACHIEVEMENTS

Successfully turned 2 Red Engagements to Green withing 6 months of engagement.

Delivered multiple telecom projects worth $10 million every quarter

Successfully deployed, builds, operated circle data center for one of the major telecom operators in India.

Lead large program in the mobility space for Retail giant with an annual budget of $50 million. Successfully completed rollout across APMEA and Russia within time and budget.

Managed mission critical production (IPTV platform) for Telecom giant in UK

WORK HISTORY

2004-May 2022 TATACONSULTANCY SERVICES LTD.

1. Service Delivery Leader for FMCG giant (Sept’19 – May'22)

As a senior service delivery leader for $100 million FMCG account, responsible for SLA related to all incident/problem/change management. Provide end to end resolution on all incident including major incident. Below are my roles and responsibilities.

Responsible for end-to-end service delivery and operation.

Ensure ITIL processes are thoroughly implemented and followed.

Analyze silos & visibility gaps and implement proper monitoring and dashboard in place.

Lead MIM PROCESS. Responsible for ensuring the technical team is executing according to the defined Major Incident management process laid out by the client.

Active partnering with the resolver group to assist in timely resolution of the major incident.

Drive and lead the process throughout the major incident life cycle including: initiating triage, gathering necessary resources, performing record keeping, and communicating to stakeholders. The ITSM tool used was ServiceNow.

This role requires a deep understanding of the Incident Mgmt. as well as Major Incident Management Process.

As a service delivery head ensure SLA governance and reporting ensuring that each responsible resolver group submit their RCA within predefined and agreed SLA.

Take part in change CAB leading to change implementation wherever necessary.

2.Sr. Delivery Manager one of the biggest telecom vendor in UK (Jan’18 – Sept’19)

Worked as Sr. Delivery Manager for Telecom/ISP. Responsible for the overall management and implementation of multiple complex projects within the Business Unit

3.Sr. Project/Transition Manager for Large engineering of Europe (May’15 – Dec’17)

Worked as Sr. Transition and Project Manager for datacenter Migration project.

4.Engagement Manager (Largest Telecom/ISP provider of US) (Nov’13 – April’15).

Worked as Engagement Manager for AT&T-AMDOCS relationship and responsible for exceeding client expectations through superior implementation, delivery and management of technology products, support and solutions

5.Client Partner – Retail Giant (May’13 – Nov’13).

Driven productivity through best practices and responsible for managing 3 offshore international delivery centers for the client across 3 locations in India (Baroda, Gandhinagar and Chennai). Total deal value was value was $200 million

6.Global Program Director, Mobility for retail giant (May’11 – May’13)

Successfully deliver $50 million Mobile RES program across geographies (APMEA & Russia)

7.Service Delivery Manager for Utility client in Scotland (Oct’10 – May’11)

The main objective was to develop Service Improvement Plan (SIP) and bring the project from Red to Green within 6 months, which was accomplished within predefined scope and time.

8.Lead Application Service Group Telecom/ISP giant in UK (Nov’07 – Oct’10)

As a managed service provider owed the whole application and infrastructure delivery, support and operation.

Other Projects Prior to TCS

IT Infrastructure Manager for Tata Teleservices Ltd. (Aug’04 – Nov’07)

Specialist engineer for Hewlett Packard, through RT Outsourcing (Oct’02 – July’04)

Network Engineer for M/s Computer Wizard. (Feb’98 – Sep’02)

Sr. Desktop Support Engineer for M/s Micro Device (May’96 – Feb’98)

Desktop Support Engineer for M/s Sharad Chandra (Aug’95 – May’96)

Customer Support Engineer for M/s Hi-Tech Computer (Sep’94 – July’95)

EDUCATION AND TRAINING

August 1994 Diploma In Computer Technology, Nasik, India

From K. K. Wagh Polytechnic, Bombay Board of Technical Education, Nasik. Equivalent to Associate Degree in US.

March 2007 Microsoft Certified System Engineer on Windows Server 2003 (MCSE 2003)

Managing and maintaining a Microsoft Windows Server 2003 Environment: Exam 70-290

Implementing, Managing, and Maintaining a Microsoft Windows Server 2003 Network Infrastructure: Exam 70-291

Planning and maintaining a Microsoft Windows Server 2003 Network Infrastructure: Exam 70-293

Planning, Implementing,and Maintaining a Microsoft Windows Server 2003 Active Directory Infrastructure: Exam 70-294

Installing, Configuring, and Administering Microsoft Windows XP Professional: Exam70-270

Implementing and Managing Microsoft Exchange Server 2003: Exam 70-284

Designing Security for a Microsoft Windows Server 2003 Network: Exam 70-298

OTHER INFORMATION

Work Authorization Status – Unrestricted H4EAD

Language: English, Hindi, Bengali

Date of Birth (11th November)

Country of Origin - India

Current Place - Kansas City, Mo

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