Mar 2016 – Present · 10 yrs

• Facilitating the alignment of IT through closer engagement with business teams. Influencing the Central Support Teams and the service partner on business trends / indicators and future requirements to provision.
• Coordinate with partner teams to ensure high availability & performance of Applications within agreed SLA's.
• Identify areas of improvement in service delivery to reduce number of issues and to stabilize environment.
• Accomplishing annual planning & budgeting in alignment with business and cost control.
• Drive continuous Improvement in the TAT for resolution of service delivery issues/ complaints vis-à-vis last year.
• Ensuring proactive and timely mitigation of security risks in Technology domain, thereby ensuring compliance to Information Security Policy, regulatory & other compliance requirements.
• Execute all aspects of data center operations including the operation, maintenance and repair of all mission critical equipment and systems supporting a 24x7 data center operation to achieve 100% uptime and 100% compliance with all SLAs.
• Supervises all installations activities, in coordination with internal/external construction resources, to ensure system design, installation and testing adhere to operational standards.
• Develop, implement and audit local standard operating procedures, sequence of operations and maintenance standards to be in compliance with company’s standards and industry best practices
• Supervise local change management processes including the review and approval of all Method of Procedures (MOPs) for maintenance and one-time/emergency repair events in coordination with onsite personnel, contractors and customers
• Ensure that the data center is adequate to support various customer system landings. This includes, space, power, cooling, and structural loading requirements.
• Ensure all security controls are in place before go live of any application / new technology.

Jul 2014 – Feb 2016 · 1 yr 7 mos

•  Accomplishing annual planning & budgeting in alignment with business and cost control.
•  Facilitating the alignment of IT through closer engagement with business teams. Influencing the Central Support Teams and the service partner (IBM, TCS, 3i etc.) on business trends / indicators and future requirements to provision.
•  Ascertaining service levels and capacity of all critical Billing, Enterprise and MIS Applications, Voice & Data (WAN / LAN) networks including performance optimization.
•  Handling the Centralized Systems – Coordination (SLA Management & Alerts, Capacity Planning and Project Implementation).
•  Facilitating the migration/new launch of Stores/Branch offices/ Zonal offices/Circle Offices seamlessly with no downtime.
•  Brought significant improvement in different SLA’s through proactive monitoring and fixing repeated issues.
•  Assuring that adequate security aspects are built in to the system to minimize the threat of data security and theft.
•  Actively involved in formulating Company’s IT Strategy and creating an IT road-map implementing the strategies. Participate in the development of company policies, and provide oversight in the implementation and/or adherence of these policies, as part of reporting requirements.
•  Overseeing service partnership management, escalation management, service level management, regular reviews focusing business priorities & relationship. Ensuring services / systems / databases / LAN / WAN to ensure optimal performance and high availability.
•  Responsible to ensure continuous CSAT improvement by taking adequate measures.
•  Call Centre Equipment & Connectivity (IVR / ACD Capacity Planning & Uptime, Data & Voice Connectivity).
•  Enhancing & deploying policy compliance & enforcement of IT security & controls. Leading PCI DSS controls implementation and certification.
•  Enforcing channel & distribution automation (distributor/ retailer management system, MIS & tracking system, accounting & audit track, retailer, etc.

Apr 2011 – Jun 2014 · 3 yrs 2 mos

• Accomplishing annual planning & budgeting in alignment with business and cost control.
• Facilitating the alignment of IT through closer engagement with business teams. Influencing the Central Support Teams and the service partner (IBM, TCS, 3i etc.) on business trends / indicators and future requirements to provision.
• Facilitating the migration/new launch of Stores/Branch offices/ Zonal offices/Circle Offices seamlessly with no downtime.
• Headed IT operations of Delhi Circle single handedly for a period of 06 months.
• 3G backup solution implemented for Vodafone Stores as part of contingency plan.
• Seamlessly migrated several Zonal offices, BO,, stores, Circle office with in stipulated timelines.
• On-boarding Process Improvement done. (SMS workgroup, abbreviations, V-Dost, Default resource checklist).
• Drive Security and Corporate driven initiatives in Circle.
• Showcase quantitative business benefits of new functionality.
• Automated MIS reports to reduce daily workload of MIS Resources.
• Assuring that adequate security aspects are built in to the system to minimize the threat of data security and theft.
• Actively involved in formulating Company’s IT Strategy and creating an IT road-map implementing the strategies. Participate in the development of company policies, and provide oversight in the implementation and/or adherence of these policies, as part of reporting requirements.
• Overseeing service partnership management, escalation management, service level management, regular reviews focusing business priorities & relationship. Ensuring services / systems / databases / LAN / WAN to ensure optimal performance and high availability.
• Responsible to ensure continuous CSAT improvement by taking adequate measures.
• Ascertaining service levels and capacity of all critical Billing, Enterprise and MIS Applications, Voice & Data (WAN / LAN) networks including performance optimization.