Jul 2011 – Oct 2013 · 2 yrs 3 mos

• Responsible for service availability, cost, stakeholder satisfaction of IBS SaaS business (Travel, Transport and Logistics Industry clients across the globe, served from datacenters in US, Japan and Australia).
• Consistently delivered uptime/performance to SaaS clients by strengthening pro-active monitoring, introducing scripts to get a deeper visibility into each technology layer that improved pro-active monitoring for uptime; performance and capacity utilization.
• Established cost structure and pricing model for IT costs for SaaS pricing
• Optimized operations cost by 20% in the 1st year of operations by consolidation; deployment optimization; improving oracle license usage efficiency
• Successful SSAE 16 assessment; PCI DSS Certification; ISO 27001 surveillance audits
• Business Continuity – Identified needed RPO; RTO in consultation with business and prepared the business case for DR/BCP implementation

Nov 2006 – Apr 2011 · 4 yrs 5 mos

• Responsible for operating 15 datacenters across India, US, UK, Singapore. Ensure datacenter uptime, auditability, cost optimization, stakeholder satisfaction. Program management of new datacenter builds.
• Streamlined Operations by Initiating ISO 20000 and 27001 processes for datacenter operations. Internalized them, leading to both certification and successful SAS70 assessment.
• Turned around operations with significant customer dissatisfaction into a reliable operation consistently able to meet customer SLAs and information security requirements.
• Motivated, mentored, groomed existing team members to take higher responsibilities and succeeded in turning around a low ESAT score team into the second highest satisfied team in the company within 1 year of taking over operations.
• Initiated standard operating procedure (SOP) documentation, Institutionalized it across datacenters globally to ensure consistency in service performance and to provide uniform customer service experience.
• Value delivery through OPEX optimization - Energy Conservation; Manpower optimization; Contracts streamlining and effectively managing Budget.
• Created an Intranet portal for MIS reporting. Portal used for operations metrics reporting; Capacity reporting; Host centralized CMDB; SOPs and work flow for incident, problem, change, release and configuration management. Access to all Stakeholders 24x7 to view different dashboards.
• Arrested revenue leakage by helping fix billing gaps.
• Introduced PMI methodology for project management to improve project performance of new datacenter builds; accountability and accurate project status visibility to all stakeholders.

Mar 2006 – Aug 2006 · 5 mos

Aug 2001 – Mar 2006 · 4 yrs 7 mos

• Responsible for complete build and operations of call center IT that employed 3000 people and served global clients like Microsoft, Lexmark, BT, Tiscali, Logitech, AOL,National Rail, UK etc including ensuring information security compliance required by these clients on their outsourced operations.
• Technical evaluation of ACD, IPLCs, end user IT; Vendor finalization and build of 600 seat Call Center in a short duration of 3 months. Expanded to 1800 seats in phases.
• Client process IT transitions, putting up needed controls and clearing all client audits.
• Hired a new IT team, worked on Skill gaps in Team and closed them through training/mentoring. Retained team during days of tough attrition in industry (I was a member of Career Mentors group at ITC Infotech and was trained for Mentoring)
• OPEX optimization with stringent capacity planning; fair contracts; man power optimization through Cross Skilling.
• Assistant General Manager: IT operations of ITC Infotech and program management of network consolidation across the ITC group of companies and build secure gateways for ITC group.
• Setup WAN that covered all ITC group companies. Technology/vendor selection, successful project execution.
• Negotiated performance SLAs with vendors to meet business requirements. Worked with Legal team to ensure appropriate contractual clauses.
• Worked with KPMG and IT teams of group companies to conduct information security GAP audit. These audit gaps closure significantly improved information security posture for ITC. Set up new, high available and secure internet gateways at Bangalore and Kolkatta.

Dec 1996 – Aug 2001 · 4 yrs 8 mos

• Sales of network and services for Digital in South India.
• Partner relationship management with Computer Associates, BMC

Jan 1992 – Jan 1996 · 4 yrs

• National role supporting Network Pre-Sales. Designed/Implement campus networks for Telco, Lucknow; Bombay Port Trust.
• Manufacturing and testing of Silicon Graphics workstations
• Elxsi 6400 Mainframe support and repair

Jan 1988 – Jan 1991 · 3 yrs

• C-DoT EPABX code re-engineering, Field trials and Support, Rolling mill automation