Oct 2013 – Present · 12 yrs 6 mos · Noida Area, India

• Optimizing the availability of IT infrastructure, systems, and services to meet the commitments IBM has made to its clients in a cost-effective manner. Deliver an Enhanced Recovery Model for resolution of Major Incidents of complexity or long duration Provide integrated management and coordination of Incident Management, Problem Management, Change Management, and Availability Management processes.
• Accountable for SLA and KPI, Risk assessment, mitigation and Continual Service Improvement.
• Develop and implement IT strategy to support the business goal for my Client in USA.
• Responsible for managing End -to-End Service Delivery across geography around 2500 users.
• Responsible for managing the IT Infrastructure and Operations across its international locations in USA.
• Responsible for Planning, coordination, directing and designing IT-related activities to achieve a stable, functional and cost effective IT system
• Insured compliance with all Service Level Agreements achieved highest customer satisfaction results
• Responsible for collaborative work with internal & external Stakeholders, SME's to proactively understand business requirements and develop technology solutions to improve business efficiency
• Responsible for leading and managing IT teams to implement appropriate policies, procedures, Service improvements and deliver the overall solutions
• Responsible for local team & vendor management and Responsible for Planning, coordination, directing and designing IT-related activities to achieve a stable, functional and cost effective IT system.

May 2011 – Oct 2015 · 4 yrs 5 mos · Noida Area, India

• Responsible for handling data center migration and upgrade projects starting from Initiating till closing end to end.
• Working with Technical service delivery team from different geographies to ensure that all relevant teams are engaged to deliver the project scope for multiple projects simultaneously.
• Developing detailed project plans and move to production plans.
• Responsible and accountable for the coordinated management of projects directed toward customer benefits & satisfaction.
• Responsible for staff/account management and prioritization and forecasting.
• Resolve issues in provider location with any phase of the transition including involving management support as and when required.
• Performing performance testing and finalizing the solution with application and the IT Architects.
• Creating project documents like Project plan, SOW and getting appropriate approvals.
• Develop project cost structure, tracking & reporting project deliverables, managing risk, applying project management processes and tools and ensuring projects are completed on time, within Project Costing budgets.
• Provides leadership for Account delivery Team & managing customer satisfaction.
• Drive, facilitate and resolve issues and risks, particularly those that risk jeopardizing milestones and deadlines.
• Set up and lead regular status meetings between sending and receiving teams & and discuss mitigation plans as may be required for issues and actions.
• Set up and lead weekly meetings to ensure the project plan is maintained and up-to-date.
• Responsible for managing End -to-End Service Delivery across USA Obama, Columbus & Poughkeepsie datacenters supporting around 4000 user.
• Responsible for managing the IT Infrastructure and Operations across its international locations in USA
• Responsible for Planning, coordination, directing and designing IT-related activities to achieve a stable, functional and cost effective IT systems.

Feb 2010 – May 2011 · 1 yr 3 mos · Noida Area, India

•  Provided Architectural guidance on building Linux/ UNIX Infrastructure for the client.
•  Addressed all escalations related to the UNIX build from the customer and respond as appropriate.
•  Handled the day-to-day Operations, Install software, apply patches, manage file systems, monitor performance and troubleshoot alerts by using Spectrum monitoring tool.
•  Handled Security exceptions and ran customer calls.
•  Managed 2 nodes 20 Linux Clusters along with 2000+ UNIX/Linux servers where multiple application & databases were hosted for the client.
•  Resolved tickets according to the severity basis by using I-tracker ticketing tool and managing the uptime of the server as per agreed SLA.
•  Contributed in Planning, Implementation and optimization of Infrastructure and Day to day support for Customer Linux Infrastructure
•  Facilitated proper handover & acceptance of the work among team members Timely escalation to the higher tier Self-sufficient to handle 95% of the tickets not more than 0.5 % errors/escalations of the tickets handled. Seamless & Timely support for the customer.
•  Created lesson learn document for future use which helps build team to improve the build quality.
•  Coached and trained the Team timely for non-standard reoccurring work where we have complex configuration which helps to remove the dependency and to accomplish work in better way.
•  Performed Root Cause Analysis and created a solution to ensure detect determination for technical problem which may raise during Linux builds.
•  Educated team members on account to implement new technologies/processes to effectively handle work packages which results in skilled resources as per the account requirement.