Mar 2017 – Dec 2017 · 9 mos · Gurugram, Haryana, India

• Responsible for defining Strategy for Management of Support (Professional & Managed services) & Product Software Solutions.
• Ensures that Corporate strategy and decisions are aligned with the overall support strategy and provides leadership and coaching to enable the organization to achieve business targets.
• Hold on +25% PnL for the Support & Professional Services, Product management & technical Operations.
• Management of Domestic and international banking L1, L2 support, including Cash Cards, Online and Mobile banking, Retail Services, with a team of approx. 45 IT Support professionals.
• Leading processes change, transformation and introduction of changes to the department and organization.
• Supported large IT Infra with best practices of ITIL.
• Migrated legacy systems to cloud technologies to reduce data-center foot print by 50%.
• Established and manage Technical and business technical operations in different geography. This is to reduce dependency and having 24*7 support services.

Mar 2014 – Feb 2017 · 2 yrs 11 mos · Gurgaon, India

• Overall accountability for translating business and account needs to a technical level, defining & planning project strategy, manage end 2 end infra, projects & activities and build the knowledge and expertise of the infra/IT, Aps, OGS, GOV, and other teams. Managing Managed Services & professional services offerings as per customer contracts.
• Responsible and accountable for services to account operations including coordinated management of multiple related Products, Projects & accounts aimed at achieving strategic business and organizational objectives with high quality. These programs contain complex activities that may span different functions, organization's, geographic regions, and cultures.

Jul 2012 – Mar 2014 · 1 yr 8 mos

• Responsible for the delivery of services with regard to running smooth operations, deliverables, quality, SLA, and budget. Leads the group professionally and in people management. Manages all relevant stakeholder expectations and relationships, and provides visibility of the line/team metrics.

Jul 2010 – Jul 2013 · 3 yrs

• As an Technical Operations manager, I am responsible for overseeing and providing 24 x 7 coverage performing troubleshooting, trouble ticket updates, escalation, resolution and reporting of incidents for our production and pre-production environments. In addition, I execute systems administrative tasks, help to create and maintain production / pre-production support documentation and assist on projects when directed. In this position, I am responsible to quickly evaluate information, engage and assist technology staff, and communicate issues to help re-mediate and resolve production issues efficiently and effectively. In support of incident management, I work closely with other technology groups including Development, Data Base Administration, Quality Assurance (QA), Infrastructure (Networking, Systems and Storage, Build and Deploy, and Operations) as well as CAS (Client Application Support) which communicates directly with our customers.
• The technology environment is a Utiba Software for Global telecom & MFS companies with Java, Perl, Oracle, Postgres. Other technologies include C, C++, JBoss, Pantaho. Our technology environments consist of: development/integration, quality assurance (QA), User Acceptance Test (UAT), performance, and production. The server environment includes various hardware and *nix operating systems. The networking infrastructure includes Cisco and F5 equipment. External storage solutions equipment is from various Hardware vendors i.e. HP, IBM, etc. The monitoring systems include Utiba Monitoring Software, ICINGA (Nagios), SNMP and other custom developed monitoring software.

Apr 2009 – Jul 2010 · 1 yr 3 mos

• Promoted to Program Engineer on 15th Apr 2009 to use my previous experience in the Software industry. My high level role and responsibility were:
• Reporting VP Technologies (Business Acceleration), responsible for executing and management of new technologies and proactive technical support.
• Pro-active System auditing & management function (ensuring our systems are deployed & managed consistently).
• Development of monitoring tools in Shell and Perl using Gnuplot, RRD, etc.
• Creating & monitoring the System Management culture, disciplines & polices towards the technical teams i.e. Development, Implementation & Support groups.
• Development, Execution & management of Pro-active Support & Monitoring Program.
• The basic objective is to introduce a range of new initiative to Proactive support customer sites and Reduce any backflow from support/Implementation team to Development team.
• Version control system management (SVN and CVS).

Sep 2006 – Apr 2009 · 2 yrs 7 mos

• Leading Implementation and Support activities with team.
• Responsibilities for Implementing and Testing including site readiness for Server Hardware.
• Created tools to automate the support and implementation tasks using shell and perl scripting.
• Handle customer escalated issues, working directly with customer on their escalated issues, regular conference calls and follow-up status calls.
• Coordinating with different teams (sales, marketing, operations, Implementation and Development) to resolve Utiba application issues and other technical problems.
• Interviewing for support engineers.
• Training to Junior and new joined support & implementation engineers.
• Preparing systems for installation of Utiba applications which includes installation and configuration of OS (Unix and SunOS), Perl, Java, Databases i.e. Oracle and Postgresql, etc.
• Support and Implementation of various Utiba applications i.e.Top-up, Recharge, P2P, M-Commerce, etc. It also includes;
• Utiba application integration with external systems i.e. IN, SMSC OTA, USSD, HT / RT / IN / SMSC / DTH/ Landline/post-paid bill pay, etc
• Management of DST with Utiba application.
• Providing L2 and L3 application monitoring support including database, network and OS.

Jan 2004 – Sep 2006 · 2 yrs 8 mos · New Delhi Area, India

• Responsible for managing technical team with Linux Server and Network Administration. Also involved in automating the data downloads from various http and ftp sites using Perl scripting and setting up conversion procedures to provide the downloaded images in the user friendly formats for further processing.
• Managing Unix based Application, Data, DNS, Web, Mail servers and the Firewall.
• Managing Windows Update Server (WSUS), Email Backup Server (Unix), Hardware Inventory, Issue Tracker Server and Internal Mail Server.
• Managing outlook, Outlook configurations and troubleshooting the related problems.
• Troubleshooting server end problems, daily data backup, server status and space monitoring.
• Manage centralized Anti-virus updating procedures and patch management.
• Managing the network of over 800 computers (Windows XP) engaged in online/offline projects.
• Providing support to the software department in installing patches, drivers and support packages for there software’s.
• Managing ISP Links (Spectra Net and Reliance) and troubleshooting the problems related with these ISP’s.
• Managing smooth inter-office connectivity and take up escalated technical issues of the branch offices situated at Noida and Gurgaon.
• Creating a hassle free environment for online research through proper synchronization of dedicated lease line provided by two ISPs in New Delhi, Noida and Gurgaon offices.
• Maintaining VPN connectivity with our US clients for different online projects.
• Management of about 60GB of Data after proper download from the client FTP & Web servers, routing them for research and there after update the Mainframe/ftp Server at the Client end.
• Managing automated downloads using Perl scripts from different county websites and then setting up conversion procedures to provide the downloaded images in the user friendly formats for further processing.