SATEESHA.S

No. ***, Sri Raghavendra Krupa, Rajeswari Nagar Main Road, Laggere, Peenya Bangalore-560

058. Mobile: 91+990*******,e-mail: c1ehwx@r.postjobfree.com; Passport No: E9224735

(12/07/2004 to 11/07/2014)

Senior Program Manager

Over 13-Years of IT experience which includes RIM Service Delivery GNOC Operations

People Project-Program Management.

Functional and Technical Skills

Service Delivery in 24x7 Global Network Operations Centre environment

Manage Windows & AD Infrastructure services, Monitoring and Administration, on

Windows 2008,W2k3,Win2k and NT 4.0,Mail and messaging and Blackberry support

Data Centre Migrations (Server consolidations)

Virtualization infrastructure support including ESX, VMs, HA using VMware and

Hyper-V

Network and Security Infrastructure operations management including the Data,

Voice, Firewall, Proxy etc.

Tier 2 Data Centre Management

Good exposure in ITIL Framework, Change management, Problem management,

Incident Management with the tools ex: Remedy, Manage Now, Maximo, e-Helpline etc

On Site Experience:

Experience in implementing the Data centre consolidation/migration Project in

Europe and Asia Pacific regions

People Management

Hiring, feedback and counseling sessions, mentoring and motivating team members

Identify skill gaps and individual development planning for the team members

Promotion, Recruitment,Training and periodic re-verification of skills on team members

Formulating retention strategies and succession plans

Provide the team with a vision of the project objectives Intervene when necessary to aid the

group in resolving issues

Assure that the team members have the necessary education and training to effectively

participate on the team

Project Management

Good exposure in e-Governance Public Private Partnership (PPP) Project and worked

as a Project Leader to setting up a Data Centre, DR Centre and the 14 Service Centre across

Bangalore City as part of the prestigious Bangalore-One e-Governance Project

Experience in International and Domestic Projects implementations in the BPO

sector

Worked as the Project leader for the World class Data Centre Migration Project

(Servers consolidation Project) for the world’s reputed pharmaceutical company across the

world.

• EDUCATION

Engineering Diploma in Electronics and Communication, Technical Education Board of Karnataka,

Bangalore, India [Year of Completion 1994, I.R.Polytechnic, Bangalore

• Higher Qualification

Presently persuading Executive MBA through TASMAC

• Professional Certifications

Preparing for PMP Certification

VMware Certified Professional 4 (Vsphere)

VMware Certified Professional 3.5

Microsoft Certified Technology Specialist (MCTP)

ITIL(R) V3 Foundation Certified

Certified as Microsoft Certified System Engineer (MCSE 2003)

Certified as Microsoft Certified System Administrator (MCSA 2003)

Certified in Microsoft Exchange 2003

Certified as Microsoft Certified Professional (MCP)

Advance Diploma in Computers and Networking in APTECH

Trainings

PMP Course completed with 35 PDU and ready for the final Exam

ITIL and IT Service Management

VMware Infrastructure 3.5 Training through NIIT

Advanced Diploma in Computers and networking from Aptech

IBM PMO Orientation Course

PROFESSIONAL EXPERIENCE

•

About 13+ Years of experience in Information Technology

Company Designatation From To

1 WIPRO LIMITED Senior Program Manager (SPM) 21-10-2010

IBM INDIA PVT Advisory Technical Services

2 LTD Manager 02-08-2007 18-10-2010

3 MPHASIS EDS Senior Infrastructure Engineer 24-10-2005 19-07-2007

CMS

COMPUTERS

4 LTD Group Leader 05-02-2001 18-10-2005

5 DELTAGRAM System Administrator 08-06-2000 30-01-2001

INFOBYTE

6 COMPUTERS Customer Support Engineer 03-05-1999 13-05-2000

1. Sr. Program Manager (SPM) in Wipro Limited (currently employed with)

Heading the Global Network Operations Center and Data Centers of Wipro Ltd across Globe.

Responsible for leading the Program Managers and the Core technical teams to deliver SLAs for

both internal and external customers on various IT services offered such as Network operations

(Data, Voice and communication infrastructure), Server Operation including the Virtualization,

Security Operations/Email/Blackberry Services, and the Data Centre Operations, clients' extended

networks (connectivity, security and availability based on SLA) on 24/7 basis for customers

across globe. The SPM role has a broader scope of responsibilities for day-to-day management of

GNOC Operations functions combined with Service Delivery, Projects, IT initiatives and People

management. The Global Network Operations Center (GNOC) is catering all the Business and IT

Initiatives requirements of Wipro’s global IT infrastructure.

Achievements:

Enabled the Web portal for online KT for the technical people and the new team members

which reduces the time spent on the KT and the content when a resource is leaving or

joining the GNOC

Enabled the “GNOC Beacon” a web based tool to act as the GNOC asset inventory and

the trouble shooting purpose

Teams realignment, skill assessment done across GNOC to address the customer

concerns from the SME Teams

Infrastructure Monitoring Team movement to GNOC which has resulted time saving,

precise stakeholders communication, coordination and incident control as far as the

delivery

24/7 Incident Management roll out to address the single point of failure if the IM is not

available in the shift

MIM Process improvement done this has improved the CSAT as earlier the S0

communications was not strong and not reaching all the stake holders which was creating

lot of problems

Enabled the Daily Huddle in GNOC to bring all the domain verticals to work as a single

team when there is a Major Incident/crisis

Enabled the Weekly and Monthly Customer review to improve the C-SAT

Empowered and enabled the Team to be a part of the Team building activities like

rewards, Outings, Birthday celebrations, etc in their verticals, this has resulted the

employee satisfaction

Resource optimization done across the GNOC domains and released to the free pool as

part of the NLD, this has increased the productivity and resource optimization in GNOC

Driven all the Internal and External Audit across the GNOC domains and made sure the

timely closure of observations and open items

Service Assurance Kit implementation in GNOC

Actively Involved in SOW creation

GNOC Delivery Responsibilities: (Team Size: 300 +)

Ensure efficient operations within the GNOC as the initial single point of contact for all

internal/external IT customers. Ensure the GNOC is providing an exceptional customer

experience to all customers

Supervision of staff for GNOC's 24x7x365 including; day-to-day oversight of staff

Development of staff training plans, including recommendations to the GM for staff

recruitment, retention, growth, and career development;

Development of performance improvement plans for under-performing staff as deemed

appropriate; and completion of annual performance reviews.

Oversight of staff efforts to identify, diagnose, and resolve complex IT Infrastructure

problems, including routine review of tickets and post-mortem analyses,

Proactive Infrastructure monitoring to detect and resolve problems and ensure uninterrupted

operation of the networks;

In coordination with the Wipro Project Manager and/or Core Engineering team, management

of routine adds, moves and changes to the Infrastructure as necessary;

Coordination with Systems and Tools team to ensure availability of appropriate tools, services,

and documentation to GNOC staff;

Day-to-day management of relationships with service providers and suppliers to ensure

positive relationships,

Day-to-day management of relationships with GNOC customers to ensure positive

relationships, referring to PH/GM items requiring policy input, negotiation, or escalation;

Responsible for the Availability Management, Incident Management, and Problem

Management

Manages the Enterprise IT cross functional service availability efforts in support of client

requirements and facilitates response to and resolution of service impacting events

Oversees the management and recovery of all Enterprise Major Incidents

Facilitates the coordination of post-mortem meetings and associated Problem Management

activities

Oversees Problem Management activities ensuring that root cause and all contributing factors

were identified as well as monitoring the implementation of the corrective action

Reviews all system/network outages to ensure that proper change control disciplines have

been implemented

Facilitates monthly reports to Enterprise IT and Segment/Business Unit IT organizations

together with findings and recommendations

Ensures that all existing services deliver the levels of availability agreed with the business in

SLAs/OLAs.

Reviews performance objectives and metric reports with the Enterprise IT Service Delivery

Organizations, Segment IT leadership, and Outsourcing Partners to ensure that performance

meets or exceeds the availability service levels established

Respond to a wide variety of situations and circumstances (known and unknown) where

standard operations and practices have failed to resolve customer, business or support issues.

Actively participate in crisis calls for high severity issues and ensure forward progress is being

made through communication, data location, meeting facilitation, customer feedback, agent

feedback and other data points on a case-by-case situation.

Proactively address performance concerns and challenges with outsource vendors / partners.

Responsible for complying with, and informing service providers about, Wipro’s IT policy,

process, procedures and controls.

Manage customer relationships, ensuring high satisfaction and act as single point of contact

2. IBM India Pvt. Ltd (Integrated Technology Delivery-Global Delivery )

Integrated Technology Delivery, Global Delivery India (ITD–GD India) provides Remote IT

Infrastructure Management Services, leveraging the proven processes and tools that IBM uses world

over and combining it with the resource and quality advantage that India has to offer to deliver high

quality and cost effective IT solutions.

Role: Advisory Technical Services Manager: (Team Size: 30 Engineers)

Account Management responsibilities

Remote management of customer infrastructure in a Data center environment and also in the

diverse environment spread across different locations in AP and EMEA region

Manage various Projects activities like Wintel Server Builds and Administration on Windows

2K,2K3,2K8,Vmware, Server Health check, Service Activations, Servers Decommissions,

Server Consolidations, Datacenter Virtualization etc

Ownership of CIRATS(Audit violations) and APARS(Patching), Tracking the same and drive

for the implementation and closure

Manage service delivery for Incident, Problem, change and other “Business As Usual Tasks”

and RFS Projects for the various Accounts.

Manage customer relationships, ensuring high satisfaction and act as single point of contact

Understand customer requirements and business opportunity/requirements

Manage customer complaints and escalations to ensure quick resolution of customer issues

Regular and timely report service levels to the client and competency: Monthly/Weekly

business review and feedbacks

Delivery management and Process improvement

Monitor and report delivery performance metrics Key Performance Indicator’s of the team

Responsible for ensuring timely and high quality service delivery and SLA and OLA

compliance from the team

Contingency planning and management for the team

Ensure process control and drive improvement

Implement SIP (Service Improvement Plan) and performance improvement plans

facilitate and engage in problem solving to create a continuous improvement culture

Act as SPOC for LEAN and GDF implementation

Ensure process compliance guidelines for the team and manage quality controls

Drive/Participate and coordinate audit readiness and GSD 331 and

ITCS 104 compliance for delivery

Create awareness of various compliances and standards in the team

Ensure IBM IT security Diary compliance

Continually identify ways to reduce cost for the team while maintaining quality levels

People Management responsibilities

Performance management and Salary improvement for each member

Supervise performance of the team and ensure their skill enhancement(e.g trainings,

Knowledge enhancements)

Hiring high skilled resources as per the requirement of the Account and the Projects

Regular feedback and counseling sessions, mentoring and motivating team members

Identify skill gaps and individual development planning for the team members

Promotion, Recruitment,Training and periodic re-verification of skills on team members

Identifying potential areas of concern and pre-empting negative fallouts

Formulating retention strategies and succession plans

Provide the team with a vision of the project objectives Intervene when necessary to aid the

group in resolving issues

Assure that the team members have the necessary education and training to effectively

participate on the team

3. Prior to IBM India Pvt. Ltd worked as a Senior Infrastructure Engineer at EDS

MphasisEDS is a leading IT solutions, services and BPO provider in application development, system

integration, product implementation, consulting services.

Roles and responsibilities (Team Size: 14 Engineers)

Responsible for 99.99% uptime of the total IT infrastructure of the organization in terms of

Datacenter Operation, Servers, Desktops, Network and Voice required for the BPO operation .

Leading the Technical Team in all the technical activities for various Projects as a Duty manager.

Monitoring and administration of EPO Antivirus server

Implementation of RIS Server and Developing different RIS images and deploying systems

using RIS server

Responsible for Implementing and managing SMS server for Package deployment

Server Build activities like IBM eServer xSeries (X86 based)

Desktop standardization and imaging using RIS

IT Infrastructure support covering desktop/laptops, servers, operating systems, office

productivity suites, email & browser support, network & connectivity issues,

Fixing the LAN/WAN/Voice/Servers/Desktop issues/problems at the earliest with co-

ordination of respective Verticals as per the SLA

Managing the V-LANs for the various projects based on the requirements

Responsible for any up gradation of Software release/IOS releases, device up gradations, new

installations on the Data Centre/Hub rooms.

Setting up IT help desks for IT infrastructure support and management

Responsible for Implementing the New projects with the guidelines of the PM

Responsible for regular monitoring of all breakdown calls and submitting reports to the

Management regularly.

Provided Adequate skills / documents / training to the site teams to handle the L1 / L2 issues

independently

Addressing the Outage issues at the Site effectively in co ordination with the Process

Managers and all the related Verticals and preparing the IR for the same

Responsible to interface with respective verticals for all deliverables at site as needed

Interface with the clients as per the communication matrix

Change management, Problem management and resolving problem tickets as per SLA

Vendor co ordination, interacting with the Telecom/Voice Vendors (Bharti, TATA, and Avaya)

for the WAN link problems

Responsible for the ISO and ISMS audits and received the ‘0’ NC’s from the Audits attended

so far

• Projects Completed :

International: Project Zeus, Project CI, Project Tulip, Tele world, Project Howden, USL,

Capital One

Domestic: Oblix, India1 MF

Process Specific Knowledge: Basic understanding of ITIL/ISMS/ISO.

4. Prior to MphasiS EDS worked as a Group leader in CMS COMPUTERS LTD.

a) Worked as a Project Leader for the prestigious (PPP) Project Bangalore One.

Responsibilities: (Team Size: 17 Data Centre Engineers and 140 Operations staffs)

i) Set up and manage the Bangalore One Data Centre for the” Bangalore One”

Project as per the schedules which includes installation, configuration and

Administration of Application Servers, Database Servers, Integration Servers,

Microsoft ISA, Antivirus Servers, with Microsoft Windows 2003 Enterprise edition

environment on HP Proliant DL380 Servers. Active Directory, Managing Users,

Groups, Sites, Group Policy, and Computers, Windows patch updates, Antivirus

system implementation, Microsoft IIS, Remote Administration of the Sites and

Computers with connectivity established across the DC and Service Centers (128

kbps and 512 kbps leased link from BSNL with ISDN as the backup)

ii) Setup a 14 B1 Service Centers infrastructure with 210 Seater (15 customer

executives serving in each Service Centre) with all the necessary applications,

hardening and connectivity established

iii) Regular Project reviews with Chief Secretary of Karnataka, Head of e-Governance

department, Vendors, Partners and other stake holders in the projects

iv) Stake holders communications and co ordinations

v) Project execution, sustenance and stability

vi) Over see the resource recruitment and the Trainings

b) As a Site Engineer at various Customer locations, Managed the Customer IT Infrastructure

support covering Desktop/laptops, servers, operating systems, office productivity suites, email

& browser support, network & connectivity issues,

Fixing the LAN/WAN and Telecom issues/problems at the earliest with co-ordination of

respective Verticals as per the SLA.

Major Clients handled while in CMS

i) MILLIPORE (INDIA) PVT LTD: Played a key role in implementing the JD Edvards

ERP and CRM solution

ii) Mobiapps Pvt Ltd: Windows 2000 Server and EUS support,100+ Users

iii) INGVYSYA Life Insurance :Windows 2000 Serve and EUS Support, 100+ Users)

iv) CDC CAPITAL PARTNERS (Windows 2003 and 50+Users)

v) BIRLA COPPER (25 users with Lotus Notes e mail support)

vi) Planned, implemented and commissioned the COSMOS BANK networking project and

BAYER ABS

Team Size handled: 6 Engineers

5. Prior to CMS Computers Ltd, worked as a System Administrator in DELTAGRAM

At Deltagram: The Company was involved in Satellite Messaging Services throughout India

using V-SAT connectivity, providing various Services for the people such as e-Call, e-Letter,

Tele-mail, Delta Fax etc.,

Administration of Windows NT 4.0 Server and Workstation

Installation and configuration of MS EXCHANGE MAIL SERVER 5.5, administering the

same with Messaging Applications (with Customized Software)

Training end users in Application usage.

Install & configure various hardware, software and peripherals

Coordinating with Systems Manager for time to time problems

6. Prior to DELTAGRAM, worked as a Customer Support Engineer in INFOBYTE

COMPUTERS

At INFOBYTE COMPUTERS: the company is involved in sales and service support of

the Computers, peripherals and small Network (LAN) implementations,

As a Customer Support Engineer I was involved in Installation & Maintenance of Desktops,

Multimedia Pc’s,

Provide excellent after sales service to customers

Installation & Maintenance of Printers, Scanners, and other peripherals

Configuring all necessary applications to the customers

Software installation and Hardware troubleshooting

Installation of O.S windows 98,95 and Antivirus packages

• HONORS

Received the “IBM BRAVO!” Award from the IBM

Received the highest number of Clients appreciations in IBM

Recived the Lightening Award 2 times from the President of the Company(Millipore India

Pvt Ltd)

Received the appreciation from all the Clients while working for CMS

Received many Awards during School and college days for the best performance in various

cultural and Sports competitions.

PERSONAL SKILL SET

•

Good communication skill

Leadership Skill

Soft skills

People management skill

Ability to work with Teams and individual

PERSONAL DETAILS

•

Father’s Name: Siddabyrappa

Date of Birth: 22-06-1974

Activities: Interested in Business Reviews and Seminars,

Languages Known: English, Hindi and Kannada

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