Ganesh ResumeN

Ganesh ResumeN

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  Ganesh Bhat Cloud Computing,ITIL and Prince2 Practitioner certified Peenya, Bangalore - 560073 Contact: 9845812992 E-mail: [email protected] Service Delivery Manager 12+ year’s relevant experience in delivering optimal results & business value in high-growth environments Acumen in creating a pleasant environment, consistent and highly focused on meeting technical responsibilities for the overall business operation, Major experience in evaluating and handling technical team members, Vendors, hiring, supervising and directing the personnel in the technical section. Key competencies in Remote technical support, Project management, Service delivery ,Vendor management, ISO 27K Audit and ISO 20K Process audits, SOW & SOP for different procedures as well as technical paraphernalia and performance tuning. Responsible for Gross Margin and farming business Proven expertise in disaster Recovery plan and implementation. Good knowledge in Customer satisfaction, Trend Analysis and Business Relationship Management (BRM). PROFESSIONAL VALUE OFFERED Crisis Management IT Management End- to- End Solutions Requirement Analysis Customer Support Technical/Quality Support Resource Optimization People Management Knowledge Transfer Auditing Reporting & Documentation Stakeholder Management I.T. Consultancy System Analysis/MIS Performance Management CERTIFICATIONS & TECHNICAL EXPERIENCE  EXIN Cloud Computing foundation Certified  ITIL V3 Certified  Prince 2 Practitioner certified ( Project Management)  DNV ISO Internal Auditor Trained (2010)  Microsoft Certified system Engineer(MCSE) with Exchange 2000 certified  Having Good Understanding on Network, Windows, Unix, zLinux, Database, Storage and Cloud Technologies PERFORMANCE MILESTONES  Received Thanks a Zillion award from customer for serving as Best operations manager – Service delivery (2009-2010)  Received an Award for “difference by driving the Customer centricity initiatives and achieving customer satisfaction" by Chief Quality Officer- Wipro Limited  Got an Award for being a member of the best Delivery Team in the South 2.(2007)  Got an Award for being a member of the best Delivery Team in the South 2 Region(2004) CORE STRENGTHSS  Network and IT Operation Management  IT Service Management and Extensive experience in RIM (Remote Infrastructure Management)  Excellent Knowledge of ITIL / ITSM Processes for Service Operations and Service Management  Client Relationship Management, Cost and Risk Management  People/ Resource Management  Excellent hands on experience on statistical process control tools.  Strong Problem solving and Decision making skills.  Excellent Leadership and communication skills.  Review deliverables to ensure business requirements are met.  Identifying and documentation of the GAP between the process in place and customer’s business requirement  Management of assigned process – To ensure quality standards and compliance requirements; Identification & solution of process problems.  Vendor management  Service order Tracking & management of external customers  Imparting Process trainings for team
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  Service Delivery Manager,IBM India PVT Ltd. DEC 2010 to till date. • Operations Management § End to End Management of service operations & delivery (including People management and Leadership) for all the Services delivered for a Global Client on the Infrastructure Management for services like UNIX, Database, Storage, Build, DC Monitoring, Middle ware etc. § Ensure positive customer satisfaction and customer relationship is maintained. § Encouraging innovations and best practices. § Track, monitor and regularly report on department operations § Providing leadership and direction to Delivery teams § Liaison with the Clientto understand deliveryrequirements and effectively engage and communicate expectations to the Internal Teams § Coordinate with Project Managers for Setting up the transition process, all required documentation and all tool related requirements. § Escalation management and escalation resolution within the most optimal time ( Zero escalation would be the target). § Obtaining periodical customer feedback and ensuring that targeted Customer satisfaction levels are maintained. § Driving productivity in coordination with service lines. § Lead discussions on operational Issues & ensure resolution of issues § Ensuring continuous communication & coordination with client in the event of Major outage. § Participation in Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders. § Set up and chair a collaboration meeting with the technical teams for success. § Liaising with all parts of the Support group on problem driving process, facilitating / attending problem related forums as required. § Change review & Initiating the failed change reviews that resulted in a potential service impact and following up through to closure. · Incident Management § Drive the process the adherence during any Incident Handling § Participate in the Incidents to ensure that all parties contribute to the resolution. § Coordinate between multiple support teams and with vendors to delivery incident resolution. § Validate the Incident Report for the appropriate update and ensure that the RCA is delivered as required. § Inform the respective owners on the open incidents. § Validate the impact on the incident and update customer on the further action. § Liaison with the process team to provide any work around if available. § Review all incidents of the day for logical closure. Ensure that team is working on the same. § Initiate problem management on all P1and P2 tickets § Attend to the Mail Box and ensure all mails are responded. § Take ownership of Incident Management for High Severity Incident during the shift and perform necessary actions as documented. § Update the details on the Incident in the tool and manage the overall execution of the Incident. § Update Incident tracker with activities completed during the incidents. · Change Management § Ensure adherence to the defined change management process for the account. § Perform regular CAB and TAB meetings and review changes for execution. § Work on the emergency changes to seek approval and review the implementation of the same. § Perform required reporting to the respective teams on change management KPI and meeting deliverables. § Update RFC with feedback from CAB and TAB meetings. § Coordinate with Customer team to seek approvals on the scheduled and emergency changes. § Work with the Capability to perform post implementation changes § Review and ensure that the RFC are correctly updated before forwarding for execution. § Perform analysis on the failed and unauthorised changes. · Problem Management § Ensure operational effectiveness and efficiency of Problem Management process. § Manage compliance of Service Provider Groups to Problem Management process § Facilitate Problem Analysis, Major Incident Reviews and Problem Compliance Reviews § Verify Root Cause and solution options and/or temporary solution. § Track Corrective Actions to completion § Approve results of Corrective Actions based upon predefined verification criteria. § Approve solution propagation activities and results of Root Cause Analysis. § Assist work groups in prioritising workload to meet service level commitments. § Approve propagation of fixes. § Track and communicate progress of problem(s) to relevant parties.
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  § Review progress/resultswith client and/or (senior) management. § Maintain Known Error database. § Problem management reporting and metrics. · Security and Compliance/Audit § Ensure compliance to SLA, process adherence and process improvisation to achieve operational objectives. § Works collaboratively with IT team & service managers to ensure the required compliance are met. § Liaison with Audit team to improve effectiveness and timely execution of technical audits IN ORDER TO ensure that systems, applications and devices are maintained as per the desired secure configuration and are free of vulnerabilities. § Undertake Incident Analysis IN ORDER TO ensure that the damage is minimized and the incident is closed effectively. § Suggest preventive measures to be taken in collaborate with stake holders IN ORDER TO prevent occurrence of similar incidents in future. CAREER PROGRESSION Operations Manager(People Manager), Wipro InfoTech/Wipro Technologies(APRIL 2008 to DEC 2010)  Managing IT Managers and a team of 70+ + Engineers who provides the IT Support to 25500 users spread across multiple locations.  Responsible for maintaining IT infrastructure support, availability as per agreed Service Level Agreement for Offshore Development Centre of Wipro Technologies across Bangalore DCs.  Focus on personal and professional development and appropriate certifications for team members.  Hiring and on boarding of resources with respect to client need & based on solution model  People management responsibilities (Enablement, Growth, Performance etc.)  Managing Entire Bangalore locations with 25500 User base and around 282 Projects / Offshore development centers  Maintenance of ITIL standards across all the Offshore Development Centre of Wipro Technologies across the globe where Service Delivery through Remote, Shared and Dedicated models  Generating Daily/Weekly/Monthly report on SLA achievement and Review with Customers  Ensuring timely and high quality service deliver, High CSAT and SLA compliance  Serves as a single point of contact for escalations for service delivery  Managing vendors and key relationship with technology providers.  Coordinate all vendor management tasks inclusive of working with external vendors and internal employees.  Ensure enterprise-wide needs for due diligence, risk assessment and continuing vendor monitoring are being accomplished.  Major incident and Crisis Management in case of any disaster situations.  Implementations of technical projects / upgrades , planning , executing and reporting were the key focus  Help and coordinate vendor processes and methods to approve vendors.  Ensure to track, measure, report and evaluate vendor performance.  Identify improvement areas internally as well as perform closely with all internal stakeholders to prepare solutions.  Participate to formulate workflow processes, methods and policies for applying vendors.  Quarterly Business review meetings with the entire project Delivery managers and Heads.  Implementing LEAN and Kaizen Projects to improvise the service delivery  Participated as lead in 6 Kaizen projects conducted by WT to improvise the process gaps.  Front ending Customer, Internal and External Audits towards ISO 27001 and IS0 20000  Plan, design and implement the Service Improvement plans towards uplifting the degraded services.  Authoring SOW, Periodic review & provide updates to the project office  Facilitate with PMO team for smooth transition of new projects to customer and take it towards sustenance.  Have been part of all Project Management activities, Project initiation, Project Planning, Project Execution & Closure  Define project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders.  Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion.  Succession planning, Training Needs Identification and appraising were some other Key focus area.  Ensure Audit Readiness for Service delivery. Drive/ Manage security compliance for all accounts  Involved in career progression of resources. Process and Quality  Ensure adherence to policies and quality processes relating to operations management.
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   Perform internalquality reviews on meeting SLAs.  Follow the CAPA process for process change management.  Ensure external Audits are cleared without any Non conformities.  Implementing Lean projects for service level improvement.  Identify root causes of variances in metrics periodically as defined in the Service Delivery Hand book.  Understanding the audit and compliance issues.  Review the outcome of the corrective steps implemented.  Provide feedback to teams, based on the data collected, plan and implement Improvement projects for closing the gaps.  Recognize, Encourage, Enhance and share quality best practices and delivery across team  Contribute in cross functional and client audits. Site In charge - Wipro (Client – ANZ, IBM Daksh India P Ltd., Wep Peripherals Ltd.,).(Sep 2005-Mar 2008)  Manage the contract renewals, expiry and enhancements for the account.  Achievement of SLA as per the defined metrics.  Manage the team attrition level below the targeted norms.  Provide entry level induction to the new team members.  Conduct employee bonding activities and participate in appraisal reviews of the team.  Identify the skillset requirements of the team members and nominate them for the training programs.  Nominate good performing members for spot award nomination.  Maintain high rating of Customer satisfaction index for the account.  Deployment of resources at an optimized cost.  Timely approval of attendance and reimbursement claims.  Drive the productivity improvement initiatives and show continual improvement in all the domain of services provides to the customer.  Participate in the audits and reviews performed by client and Wipro.  Ensure the timely delivery of MIS reports.  Participate in the conference sessions with client’s US counterpart for the discussion and roll out of the new policy and procedures.  Ensure the updation of the technical documents on a regular basis  Ensuring branch users adhere to the Information Technology & security policies  Meeting key stakeholders, understanding the issues and getting the same resolved in co-ordination with  Corporate office IT team  Help WAN team by interfacing with local network service provider to resolve leased line issues  Work with WAN team for problem resolution and /or workaround at LAN  Participate in policy implementation and roll out discussions with the Branch office IT team members Shift Lead – Server Operations- Wipro (Firstsource , Bangalore Apr 2003-Aug2005). Major Responsibilities  Manage the IT operations for a shift in 24X7 BPO environment..  Co-ordination with Helpdesk team, Voice management team, Network team, Server management team, Support engineers. (Total team size: 8 Server engineers and 10 customer engineers.)  Attending the customer calls.  Training and mentoring the team at regular intervals.  Planning the shift roster and resource availability  Administering Windows 2000 and 2003 domain including user and group creation  Handling More than 350 servers across the network.  Managing Domain and Sites in active directory  Creating VBs Scripts to automate active directory tasks  Monitoring Server performance, checking free disk space, deleting the unwanted files from the server
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   Administration ofDNS and DHCP servers  Creating the Server and Installation documents  Implementing group policies on Domain Level and Organizational units Level Microline ElectronicsPvt. Ltd., Davangere/Shimoga- Aug 1998 To Mar 2002 –Senior Engineer/Team Leader Responsibilities  Installation of Operating System and related software.  Installed network cabling for Ethernet networks.  Maintenance of systems and printers with Medium environment infrastructures.  Performing Backup and recovery operations  Configuring Lotus Notes mail ID’s for new clients  Upgrading Lotus Clients from Version 5.x to 6.0 with patch.  Attending technical discussions and seminars.  Managing and maintaining servers  Managing Desktop support team  Setting up, installing and monitoring user workstations.  Installation of MacAfee Antivirus Software & configuring it to all Clients.  Regular Virus Updating and virus cleaning in affected PC’s.  Computer Assembling Installation of Operating System (Both Windows and Linux) and related software  Computer Assembling Installation of Operating System (Both Windows and Linux) and related software  Installation of Application Software  Providing Technical Support to the Mysore Kirloskar, Grasim Industries, Universities etc) EDUCATION  Completed Post Graduate Diploma In Business Administration from Symbiosis University (Distance Learning).  Completed 3 years Diploma in Computer Science at Sri. Vidyadhiraj Polytechnic , Kumta. Trainings attended  ITIL V3-Certified  Prince 2-Certified  PMP  CCNA Personal Details.  Date of Birth : 20th May – 1972  Languages : English, Hindi, Kannada,  Interests : Music, Interacting with people.  Marital status : Married References and verifying documentation furnished upon request