Profile
A Highly accomplished, Result Oriented IT Leader with professional track record of driving technology systems, operations, and projects and integrating with strategic business objectives. Exceptional leader with proven ability to enhance service levels, reduce costs and provide the leadership to motivate quality. A high energy achiever who possesses a commitment to work hand-in-hand with team to get the mission accomplished. Provides strong experience in management and organizational development, including demonstrating skills acquired from living and working on 3 different continents and in various cultures.
SKILLS & ABILITIES Leadership and Organizational Management | Value-Driven IT Management | IT Optimization | Organizational and Culture change | IT Strategy | Stakeholder Value | IT Service Management | ITIL | Quality Assurance| Business Intelligence
Career Summary
EXPERIENCE SR DIRECTOR, INFORMATION TECHNOLOGY, CA TECHNOLOGIES, INDIA
Oct 2007 – Till Date
Accountable and responsible for leading teams to provide 24×7 Tier 1 and 2 support, ITIL Program Management, Datacenter Operations, Service Desk Operations, Information Management and Quality Assurance services.
Accountable for delivering successful results of projects aligned with strategic business plan, by overseeing technology related changes to operational and business processes.
Develop business case justifications and cost/benefit analyses for IT spending and initiatives.
Analyze current business processes using operational dashboards and identify levers for improving overall performance and drive process change based on operational data and user experience.
Consolidated the Regional Service Desk to Centralized and Global Service Desk resulting in $1M/ year.
Lowered the TCO by migrating “Run The Engine” Operations to Centralized Service Desk from other IT groups and Corporate Groups
Setup the Remote Desktop Support (Tier 2 Support) to provide advanced level of support to Customers resulting in a First Call Resolution rate improve by 20% and reducing the cost of support significantly.
Responsible for the overall L1 and GCC deliverables, ensuring SLAs, schedule, quality and customer satisfaction. Ensuring continuous delivery of IT services through oversight of service level agreements with end users and monitoring of IT systems performance.
Key organizational influencer and adopter of ITSM/ITIL methodology. Deployed, owned, and key stakeholder for established ITIL processes, covering all areas. (Strategy, Design, Transition, Service Operation, and Continual Service Improvement).
Extensive experience applying process and quality management techniques to the IT environment, including ITIL-based new process definition. Proven ability to generate process improvements and results, often dramatically (e.g., incident volumes, MTTR, Aging, etc.). Particularly adept at process and tools integration.
Business analyst skill set, with a proven history of working closely with developers and stakeholders to define and build high-impact, Value driven CA IT tools.
Drive adoption of operational standards including adoption of ITIL/ITSM best practices
Oversee all internal and external audits including: SOX, ISO 20000 and other regulatory groups.
Responsible for hiring and developing new employees. Work to hire a diverse workforce. Impart industry and technical knowledge by continuously working to develop and advance the skill sets needed to grow the organization
Managed to have the lowest attrition rate in the organization of 7% by grooming the team to take on new roles within the organization. Had 17% of the organization who are in the new roles within the organization.
Lead initiatives at BU and Org Level. Ability to prioritize tasks, manage multiple priorities and tight deadlines.
MANAGER, INFORMATION TECHNOLOGY, CA TECHNOLOGIES, UK
JUNE 2002 – OCT 2007
Oversaw the Data Center and a large distributed computer systems, comprised of Windows, Unix Servers and Storage Area Networks, and over 1500 workstations.
Held full responsibility for the center’s policies, procedures, and operations.
Supported production systems through monitoring, verifying data security, software upgrades, capacity planning, and performance tuning.
Performed proactive analysis and troubleshooting to identify potential hardware and/or software problems.
Ensured that high levels of service were consistently provided, including equipment installation and maintenance, backup and recovery operations
SR SYSTEMS ADMINISTRATOR, CA TECHNOLOGIES, USA,
FEB 1998 – MAY 2002
Actively participated in the design and had responsibility for migration and rollout of Active Directory from NT 4.0 Domain Authentication services.
Remotely assisting the Core Windows and Network groups on the rollout of projects in the regional offices across North American offices.
Responsible for managing and providing Desktop support to the NA-South East region primarily, New Jersey, Philadelphia, Washington DC, Virginia areas
OTHER ROLES
APR 1992 – JAN 1998
Migrated the ERP systems from VAX systems to Unix/Oracle.
Migrated to Desktop Management systems from VAX terminals to Novell Networks.
Developed and managed the Materials Management systems in Unix/Oracle
Key highlights included automation and consolidation of data from the ERP systems into information utilized by Sr Management through Unix and Oracle scripts.
Responsible for the rollout of Lotus Domino solution.
Qualifications
Bachelor of computer science and Engineering, university of madras, 1987 – 1991
ITIL – Intermediate Level Certified (Operational Support and Analysis,Planning, Protection and Optimization).
