IT Head

COMPETENCIES

Innovation and Creativity

Service Delivery & IT Operations

Project Management

Enterprise IT Architecture

Creation & Implementation of IT

policies.

Network Solution and design

Data Centre Consolidation

Budgeting & Profitability Analysis

Bid Management

SLA Management & IT Audits

Team Building

A BRIEF OVERVIEW

Diligent and self-motivated Technocrat; possess over 20+ years of rich & qualitative experience in Service Delivery / IT Operations / Project Management.

Adept in IT Operations, Program Management for IT Infrastructure and Enterprise Applications.

Project Planning & Implementation, evaluation, and assessment of IT Project plans.

Stakeholder coordination and consultation for program roll-out, project progress, risk, and mitigation strategies.

Implement IT strategy, policies and standards as per Industry standard & best practices in collaboration with Management.

Prepare annual IT budget – Capex/Opex in collaboration with Business Unit heads and regulate together with Finance Head/Management

IT Procurement, Bid Management, and vendor evaluation.

Good operation acquaintance of ISO Standards.

Team building leadership skills, cost-saving initiatives and customer relationship management.

Domain experience of service industries: E-Commerce, Transport and Logistic, Hospital, Education, Retail, Banking etc.

Over 20+ years of strong experience in IT along with maintaining and expending cross-functional delivery terms.

Proactive approach and able to handle business support scenarios.

Creation and implementation of IT infra including complete Data center, implementation of Security policies and procedure (IT Controls) for startup/enterprise.

Good understating of IT system migration & integration strategy.

Great experience and understanding of ITIL standard and service management methodologies including Project, Capacity, Asset, Change, Incident, Problem Management.

Optimization in Capex and Opex Expenditure, Vendor Management. Sudhir Kumar

Mobile: 91-886*******, E-Mail: *********@*****.***, Linkedin : www.linkedin.com/sudhir-kumar-26739921

Roll out multiple Corporate and business applications for Globiva Clients and Corp Users.

Data Centre & IT Infrastructure setup of 6000+ Users for Globiva BPO across Multiple locations.

Tableau implementation and its integration with all Globiva Internal and client applications for data analytics and automation.

Roll out of Enterprise grade Opensource NMS Solution and dashboards for Globiva Centralized NOC Team.

Roll out the Migration of Opensource OS and Office applications to optimize the cost and achieve compliance.

Data Centre & IT Infrastructure setup of multiple sites for Income tax projects including IVR and Dialer in Serco BPO.

Data Center Migration for Allsec Technologies without any operational impact on running Operations/Processes.

Data Centre & IT Infrastructure setup of 6000+ Users for Globiva BPO across Multiple locations.

Roll out multiple CRM and Dialer applications with our IT capabilities and technologies as per customer requirements. Deputy Vice President-IT Globiva services Pvt. Ltd . Dec2017-Till date Project Managed: RBL Bank, CPP India, HDFC Bank, American Express, Revv, Swiggy, Zomato, MPL, Zimplistic, OLA, BATA, HI- Sence, CRED, Wake fit.

Roles :

Handling team including 6 direct SMEs and 20 L2 and L3 resources in NOC and multiple (4) sites.

Lead IT strategy road map deployment & execution. Having good experience of multiple Sites Datacentre setup

including planning, sizing, Implementation, and configuration.

Responsible for Creation and management of IT Controls and IT SOP including frequent Review and implementations as per the standard and compliances.

Work Closely with ISMS team for cyber security projects, Internal and external Audits (ISO and PCI) and Vulnerability assessment risk mitigation.

Responsible for analyzing technical requirements of business unit and providing solutions that meet needs/Expectations.

Handling Project management of new requirements, work on solution design and ensuring timely delivery with no or minimum disruption for business.

Globiva Services

Pvt Ltd.

Significant Attainments

Career Timeline

Career Scan

Allsec Technologies

Pvt. Ltd.

Serco BPO

Services Ltd.

Sparsh BPO

Services Pvt. Ltd.

Vacmet Packaging

India(P) Ltd.

NAPS

Contract Negotiation and procurement with IT suppliers. BOQ Wise Analysis of quotes and coordination with various departments for finalizing purchase order development of vendors and rate negotiations as per the cost target of the organization.

Ensure and guide team to manage proper and timely response and resolution in Service delivery to Business team according to ITIL Standard.

Consolidated and integrated disparate infrastructure and support staff. Client / Key Project and Solutions:

Data Centre & IT Infrastructure setup for 6000+ Users across Multiple locations.

Integration of Microsoft Dynamics, and Freshdesk CRM with Dialer for Multiple Banking Clients.

Implemented and supported to get ISO 27001,PCI DSS certifications.

Implemented Opensource Enterprise grade NMS and SIEM Solution for NOC and Infosec Team.

Implement DB Encryption and security for American Express for PCI compliance.

Executed Infra Cost Optimization drill during the Covid-19 recession without any impact on performance or services.

Implemented BYOD Solution and DLP Controls for Work from Home Users during the Covid-19 Wave. MANAGER Allsec Technologies Pvt. Ltd. Aug 2015-Dec 2017 Project Managed: CPP India, Maruti, OLX, iffco tokio Roles :

Responsible to Manage the technology of various locations for end-to-end Client Support.

Follow all procedures as per the ITIL like Capacity Management, Asset Management, Change Management, Incident Management and Problem Management.

Data Centre Management and Support for all related points of the project, Issues and new requirements.

Monthly/Weekly Review of Helpdesk tickets on Uptime with the Top Management of the organization.

Monitor IT Service desk tool. Classify the tickets as per Severity and Impact to inform the respective team and Follow up until closer. Always ensures to resolve the issue to support and user within SLA.

Handle ISMS audits (Internal and External) for continuous Performance Improvement aspect and close Open points on time.

Support IDS/IPS, Firewalls, UTM, web filtering, web application firewall. Done preparation and reporting of technical implementation plan of Network Security. Provide day to day operational support for the Firewall & network Management Service.

Act as a communication focal point between the Internal/External Client and Service Delivery.

Coordinate and play role with project team for any new requirements and upcoming projects.

Manage IT infrastructure procurement including multiple quotes and negotiation. Keep track of PO, Delivery and payment schedule. Co-ordinate with Technical/Product and finance billing teams. Client / Key Project and Solutions:

Completed Project for migration of IT setup from Delhi to Noida without any Impact.

Integration of CPP and OLX CRM.

MANAGER-IT Serco BPO Services Ltd., Gurgaon Jun 2011- Jul 2015 Project Managed: CPP India, Income Tax, HDC Life, Barclays, McDonald, Prometric, CITI Bank, Oriental Bank of Commerce, Dominos, Whirlpool, Apollo, SBI Cards,Thomas Cook, ICICI Bank,Yatra Roles :

Managed the Team of 20 members and handled more than 1500 Nodes site.

Provide support to NOC team for issues, requirement and Data center management.

Follow all procedures as per ITIL standard for best practices like Capacity Management, Asset Management, Change Management, Incident Management and Problem Management.

Work on different projects and ensure delivering of the project against timelines.

Prepare RFPs, scope of work reports and other documentations for IT projects and associated efforts for technology.

Provide support to the team, starting from problem identification and diagnosis to complete satisfactory technical support.

Preparing Root cause Analysis (RCA) Documents for future reference and troubleshooting, proactively recommending effective courses of action, communicate resolution, policy and procedures to the various IT stakeholders, management, and end user population.

Working across all the IT disciplines including hardware, software, telephony, video teleconferencing, and connectivity.

Manage the Asset inventory/Diagram for network/servers all equipment related the IT.

Hands on experience Multiple Dialer technologies and applications. Client / Key Project and Solutions:

IT setup for Income tax client at multiple location.

Migration of Dialer for multiple processes.

Handled multiple projects like SBI card, CPP, Yatra.com. Dialer Executive Sparsh BPO Services Pvt. Ltd. Feb2007-March 2011 Project Managed: BSNL, Barclays Credit Card, Citi Bank collection, ICICI Bank Roles :

Managed the team of total 8 members in Sparsh Dehradun as Team leader.

Handled incidents via the helpdesk/ e-mail promptly and effectively and tried to resolve with in defined SLA.

Made severity on Tickets on Helpdesk and inform to respective team to get the same resolve with in defined SLA.

Hands on experience with Ensemble Pro 5.2 (DCP Solo), Aspect 6.5, Aspect 6.5.1 (Director, M3 Manager, Data Views, Gateway Configurator, Enterprise Monitor etc.)

Managed resources, channels, circuits, etc using Gateway Configurator.

Creating/Managing/Updating M3/IVR/ACD/AOD/Voicemail. Integration IVR with Database.

Checked and managed the Daily and monthly report related to Network, Server, Dialer, Helpdesk. Client / Key Project and Solutions:

IT Setup at Dehradun and Ajmer Location including client UAT and make live within Timeline.

Enhancement of BSNL IVR which implemented across location. IT-Administrator Vacmet Packaging India(P) Ltd. April 2005-Feb 2007 Roles :

Managed 250 Nodes at corporate office and plant which is connected through lease line.

Managed Complete IT infra including Datacentre, Network, Server, Helpdesk and IT Service Delivery. Network Engineer (Contract) NAPS -UP June 2003 -March 2005 Roles :

Managed around 250 clients for IT related issues and requirement.

Troubleshoot, backup of data, installation and configuration of workstations & Switches etc.

Secure the network from viruses using antivirus and patches.

Worked as a team member of around fifteen persons under the guidance of Senior Engineer. MCA Institute- H.I.M.C.S, Mathura (U.P. Technical University, Lucknow 2003 GRADUATION with Math Institute- AGRA College, Agra (Dr.B.R.Ambedkar University, Agra 2000 Intermediate with Math Institute- N.C.V.Inter Collage, Agra (U.P.Allahabad, U.P.) 1997 High school with Math Institute- N.C.V.Inter Collage, Agra (U.P.Allahabad, U.P.) 1994 Unified IP- Aspect Software

Cisco Certified Network Associate

IT Management Fundamentals

IT Information Library Foundation Certification

Date of Birth: 30-06-1979

Father’s Name: Rameshwar Prasad Agrawal

Contact Address: 2nd Floor, Kalka Sai Apartment,A-18,Rajpur, Delhi -68 Languages Known: English, Hindi

Email ID: *********@*****.***

Contact No: +91-886*******

Client Support

PROFESSIONAL SUMMARY

Risk Management

Project Management

Data Center Management

Technical Support

Capacity Management

Asset Management

Change Management

Procurement

Skills

Academia

Personal Details

Certification and Training

Service Delivery Management

Project Management

Team Building & Leadership

Liaison & Coordination

Stakeholder Management

Information Security Management

Statutory Compliance Performance Management

Voice Technologies

Contact this candidate