Aug 2018 – May 2019 · 9 mos · Mumbai, Maharashtra, India · On-site

• Director | Business Development | Market Research | Lead Generation | Client Relationship Management
• As a results-driven Director, I spearheaded business growth and expansion by identifying and securing new opportunities. My key responsibilities included developing and executing strategies, collaborating with executives, and conducting in-depth market research.
• Business Strategy Development
• I collaborated closely with the executive team to define the business development strategy. By identifying target markets, evaluating the competitive landscape, and establishing sales goals, I ensured a clear direction for the company's growth.
• Market Research and Analysis:
• Conducting comprehensive market research, I identified potential customers, monitored emerging trends, and identified competitive opportunities. Deriving valuable insights from market data, I facilitated well-informed decision-making.
• Lead Generation and Prospecting
• Employing diverse channels such as networking, cold calling, and industry event participation, I successfully generated leads. Leveraging existing relationships, I engaged with key decision-makers within target organizations.
• Client Relationship Management
• Nurturing strong relationships with both existing and prospective clients was crucial to my success. By understanding their specific needs, addressing concerns, and offering customized solutions, I positioned the company as a trusted advisor and preferred system integrator.
• In summary, I played a pivotal role in driving business growth through effective strategies, in-depth market analysis, lead generation, and cultivating strong client relationships.

Mar 2013 – Jun 2018 · 5 yrs 3 mos

• Process Optimization | Budgeting & Forecasting | System Compliance | IT Security | Vendor Management
• Led and directed a team of FTEs across multiple functions (IT and Non-IT) at the Global Delivery Centre in Mumbai, providing 24x7 support for Travelex’s global business. Managed infrastructure services, including L1 to L3 support across DC's and Cloud platforms.
• Key Accomplishments:
• Leadership & Team Development: Built and mentored a 100+ member team, fostering a productive culture while leading global incident management, critical releases, and problem resolution with strict adherence to SLAs.
• Process Optimization & Cost Efficiency: Streamlined processes through automation and virtualization, reducing delivery costs and time while ensuring proactive management and customer-centric solutions.
• Strategic Budgeting & Compliance: Led budgeting and forecasting for India and APAC Technology Infrastructure. Developed and enforced policies to safeguard enterprise IT assets, ensuring security, integrity, and compliance.
• ITIL & Business Continuity: Ensured ITIL-compliant operations, overseeing Incident, Problem, and Change Management, while implementing robust Business Continuity and Disaster Recovery processes.
• Stakeholder & Vendor Management: Managed global relationships with stakeholders and vendors, aligning infrastructure strategies with organizational goals to maintain uptime and effective facilities management of the 700-seat Mumbai center.

Dec 2010 – Mar 2013 · 2 yrs 3 mos

• 24/7 NOC Management: Led a team ensuring continuous monitoring, incident management, and rapid response to network and infrastructure issues, maintaining high availability.
• Network & Server Infrastructure: Managed the design, implementation, and maintenance of enterprise-level network and server infrastructure, ensuring robust performance, scalability, and security.
• Incident & Problem Resolution: Directed critical incident resolution and root cause analysis, implementing preventive measures to minimize downtime.
• Infrastructure Optimization: Led initiatives for hardware upgrades, network improvements, and the adoption of emerging technologies to enhance system efficiency.
• Security & Compliance: Maintained security protocols and compliance standards across network and server environments, ensuring adherence to industry regulations.
• Cross-Functional Collaboration: Worked with IT, security, and business teams to align infrastructure with organizational goals, supporting seamless operations.
• Vendor Management: Oversaw vendor relationships, negotiating contracts to ensure high-quality services.
• Performance Monitoring: Established metrics for network and server performance, reporting regularly to leadership on system health and improvement initiatives.

Mar 2008 – Dec 2010 · 2 yrs 9 mos

• Infrastructure Management: Led the design, deployment, and maintenance of network and server infrastructure, ensuring high performance, scalability, and security across all systems.
• Incident & Problem Resolution: Managed incident response and root cause analysis for network and server issues, implementing proactive measures to minimize downtime and improve reliability.
• Network Optimization: Spearheaded initiatives to optimize network performance, including hardware upgrades, bandwidth management, and the integration of emerging technologies to enhance system efficiency.
• Security & Compliance: Implemented and maintained security protocols, ensuring network and server infrastructure complied with industry standards and regulations.
• Collaboration & Support: Worked closely with cross-functional teams, including IT, security, and business units, to align network and server infrastructure with organizational goals and support seamless operations.
• Vendor Management: Managed relationships with vendors and service providers, negotiating contracts and ensuring the delivery of high-quality services that meet the organization’s needs.
• Monitoring & Reporting: Established and monitored key performance indicators (KPIs) for network and server infrastructure, providing regular reports to leadership on system health, incidents, and areas for improvement.

Oct 2006 – Mar 2008 · 1 yr 5 mos

• Infrastructure Leadership: Led the management and maintenance of network and telecoms infrastructure, ensuring reliable connectivity and communication across the organization.
• Team Management: Supervised and mentored a team of network and telecoms professionals, ensuring efficient task execution, knowledge sharing, and continuous skill development.
• Incident & Problem Resolution: Directed the troubleshooting and resolution of network and telecoms issues, minimizing service disruptions and implementing preventive measures to enhance system stability.
• Network Optimization: Led initiatives to optimize network performance, including upgrading hardware, managing bandwidth, and integrating new telecom technologies to meet evolving business needs.
• Telecoms Management: Managed telecom services, including voice, data, and communication systems, ensuring seamless operation and cost-effective service delivery.
• Security & Compliance: Ensured that network and telecom infrastructure adhered to security protocols and compliance standards, protecting organizational data and communications.
• Vendor Coordination: Collaborated with vendors and service providers to ensure the delivery of reliable telecoms services, negotiating contracts and managing service agreements.
• Performance Monitoring: Established and tracked key performance indicators (KPIs) for network and telecoms infrastructure, providing regular updates to senior management on system performance and areas for improvement.

Apr 2005 – Oct 2006 · 1 yr 6 mos

• Network Infrastructure Management: Managed and maintained network infrastructure, ensuring optimal performance, reliability, and scalability to support business operations.
• Firewall Administration: Administered firewall systems, configuring and monitoring security rules to protect the network from external and internal threats while ensuring compliance with security policies.
• Incident Resolution: Led the troubleshooting and resolution of network and firewall-related incidents, minimizing downtime and implementing preventive measures to improve system stability.
• Cross-Functional Collaboration: Worked closely with IT teams and other departments to ensure seamless integration of network and firewall systems with broader IT infrastructure and business objectives.
• Vendor Coordination: Coordinated with vendors and service providers to maintain and upgrade network and firewall infrastructure, ensuring high-quality service delivery and cost-effective solutions.

Jul 2003 – Apr 2005 · 1 yr 9 mos

• Network Management: Administered and maintained network infrastructure to ensure high performance, reliability, and scalability to support organizational needs.
• Firewall Configuration: Configured and managed firewall systems, establishing and updating security rules to protect against threats and ensure network integrity.
• Incident Resolution: Diagnosed and resolved network and firewall issues promptly, minimizing downtime and implementing solutions to enhance system stability.
• Reporting & Documentation: Generated performance reports and maintained detailed documentation of network configurations, incidents, and changes to support ongoing management and compliance.
• Vendor Liaison: Coordinated with vendors and service providers for network and firewall support, ensuring effective service delivery and resolution of technical issues.

Sep 2000 – Jul 2003 · 2 yrs 10 mos · On-site

• Network Management: Administered and maintained network infrastructure to ensure high performance, reliability, and scalability to support organizational needs.
• Firewall Configuration: Configured and managed firewall systems, establishing and updating security rules to protect against threats and ensure network integrity.
• Incident Resolution: Diagnosed and resolved network and firewall issues promptly, minimizing downtime and implementing solutions to enhance system stability.
• Performance Optimization: Monitored network performance and implemented optimization strategies, including hardware upgrades and traffic management, to improve efficiency and user experience.
• Security Monitoring: Collaborated with security teams to enforce firewall policies and security measures, safeguarding data and network resources.
• Reporting & Documentation: Generated performance reports and maintained detailed documentation of network configurations, incidents, and changes to support ongoing management and compliance.
• Vendor Liaison: Coordinated with vendors and service providers for network and firewall support, ensuring effective service delivery and resolution of technical issues.
• Cross-Functional Support: Assisted IT teams and other departments in integrating network and firewall solutions with broader IT systems and business objectives.

Sep 1999 – Sep 2000 · 1 yr

• Technical Support | Network Administration
• Accomplished IT professional experienced in installing, configuring, and maintaining computer hardware, operating systems, software applications, and network equipment, including routers, switches, and servers. Proven expertise in providing top-notch technical assistance and support to end-users, resolving hardware and software issues through efficient troubleshooting and problem resolution.

Jul 1998 – Sep 1999 · 1 yr 2 mos · Mumbai, Maharashtra, India · On-site

• Technical Support | System Administration
• Accomplished IT professional experienced in installing, configuring, and maintaining computer hardware, operating systems, software applications, and network equipment, including routers, switches, and servers. Proven expertise in providing top-notch technical assistance and support to end-users, resolving hardware and software issues through efficient troubleshooting and problem resolution.