Description
Professional Summary: Versatile and dynamic professional, offering 16 years of solid experience in developing innovative strategies that improve quality and delivery of services. As an Infrastructure architect, responsible for solutioning, implementing transformational projects, transitioning the operational areas of regional and global outsourcing deals. Managed diverse technical delivery teams and having strong experience in supporting global delivery for clients in Financial, Manufacturing, Pharma and Retail segments spread across more 50-100 locations across the globe. Driven service performance turnaround of key troubled accounts. Identified as a High Potential employee and voted as the Best Manager by Voice of Employee Survey in Mphasis. Keeping teams consistently motivated and working towards improvement of customer experience. Travelled across the globe for various project implementations. Transition Management * Identification of work processes, products and technologies that could be effectively carried out from Offshore. * Sizing validation, Interviewing and Recruiting Team Members. * Setup OMC (Offshore Management Center) * Follow the Sun Model. * Knowledge Transition between virtual teams. * Standardization and Best practice implementation. * Follow the sun capability. * Adhering to the Service Level Agreement (SLA) * Cost Benefit analysis. Transformation Management * Understanding the requirements for RFP (Request for Proposal) * Providing Value Propositions, Pre-Sales support including participating in Bid/Solution defenses, Contract Signature. * Providing the Technical Solution with new technologies and cost effective solution that best suits the customer environment * Red lining the SOW (Statement of Work) * Providing the HLD (High Level Document) and LLD (Low Level Document) * Implementing the Transformational projects within schedule. IT Service Management * Actively participating in IT infrastructure planning & defining the standards. * Day to Day service delivery management of IT services and ensuring that SLAs are adhered to. * Formulating & implementing various IT infrastructure project plans. * Assessing security standards and software standardization issues. * Interfacing with various internal clients for understanding process requirements & actively participating in process improvements & restructuring. Client Management * Liaison successfully with business partners to understand business needs. * Ensure IT services are delivered successfully. * Partner effectively with client leads to increase customer satisfaction. * Timely communication to customers for all significant incidents, changes and outages. Service Level Metrics Defining, agreeing with Customer, Managing, Adhering and Reporting Service Level Metrics are the key performance indicators of health of the accounts. Service Level Metrics: * Average Speed to Answer * Abandon Rate * Average Hold Time * Max Delay * Customer Satisfaction (CSAT) * Priority 1, 2, 3, 4 - Response Time * Priority 1, 2, 3, 4 - Resolution Time * Timely communication to customers for all significant incidents, changes and outages. Have managed various clients with * Call volume of more than 50,000 calls/month * Different Ticketing Tools like Service Now, HP Service Center, Remedy, Peregrine. Career Highlights Company HCL America Inc Designation Enterprise Infrastructure Architect Duration 29/Mar/2010 to till date Vertical/Clients Pharma: Ascensia Diabetes Care, Beckton Dickinson, Capsugel Retail: BJs Manufacturing: Axalta, DANA, Electrolux, SC Johnson, Clorox Media: IMG (International Media Group, COX Communications Inc Semiconductor: Avago Job Description: Enterprise Architect role is focused on transformational and transitional activities and the key interface between the customers, the customer focused delivery teams and the rest of the HCL organization. Enterprise Architect role in HCL has a number of dedicated accounts where they work, with the Tower Leads and SDMs in the delivery organization and other Support to ensure that service meets expected levels of service and that continual improvement and service excellence are core to the ways of working. Ascensia Diabetes Care Inc: Ascensia Diabetes Care is the demerger/carve out of Diabetes vertical of Bayer Medical into a separate entity. Responsible for setting up a new infrastructure for the client Ascensia with several offices (45 Sites) across the globe. As an Enterprise Infrastructure Architect on core Microsoft technologies, responsible for submitting the High Level/Low Level design and implementing the new technologies like Azure Cloud - Data Center at US and Europe Region, where most of the other Microsoft technologies like Active Directory, SCCM (Software Distribution), SharePoint, Application Servers, Right Management Services are also hosted. Active Directory: Provided design and setup the Active Directory Domain Controllers at US and Europe Azure Cloud Data Centers with Read Only Domain Controllers (RODC) at regional sites Establishing AD trust between different Organization like TCL, PHC. Implemented Single Sign-On for various applications including O365, Service Now, Net Suite. Exchange (O365): Setting up Exchange infrastructure in O365. Migrated mailboxes from the existing company to new O365 tenant with multiple methodologies including PST import process including MS import at their data centers. Different Routing Mechanism implemented for routing emails between the Parent company and Ascensia till the MX pointed to the new Ascensia Messaging environment Implemented Conditional Access and defining on how the way Employees and Contractors will be accessing O365. MDM (Mobile Device Management - Windows Intune): Implemented MDM (Windows Intune) solution for managing the mobile devices. Support for Ios (iphone, ipad) and Android devices. SharePoint: Setup SharePoint 2010, 2013 and 2016 farms. Migrated SharePoint sites from Parent company to Ascensia environment. Skype for Business: Implemented Skype for Business with Voice Integration. Integration of Conference Phones/Desk Phones with SFB Voice Integration. Image Management: Creation of Gold Image (supporting Multi language) using Microsoft Deployment Tool. SCCM to roll out the Images across 46 sites. SCCM (Software Distribution): SCCM 2012 used to distribute the packages and patches. Implemented SCCM 2012 as Primary and Secondary Servers at US and Europe Azure Cloud. SCCM Distribution Points are major critical sites. RMS (Right Management Services): Right Management Services implemented for managing File and Email administration. MBAM (Bitlocker): Implemented MBAM (Bitlocker) encryption services for devices in Ascensia environment. Service Desk (Multilanguage Support): Setup Service Desk for Multilanguage support from various delivery centers across the globe. 24x7 support for English language Local language support during business hours from delivery centers like Poland and China. Global Account Management (aka IAM): Setup Global Account Management Setup for administrating various Identify Access Management activities. Other Key Accounts: Below are the key accounts that I worked upon the transformation and transitional activities, where I played a Technical Architect role in upgrading their existing infrastructure and transitioning them to operations team Capsugel, BD, COX, BJs, Clorox, Axalta, SC Johnson, Entergy, Dana, BJs, Avago, H&S, Electrolux, IMG. Following are also the primary objectives * Engagement Due Diligence: Sourcing Feasibility Analysis, Determining the Transition Strategy, Identifying transition elements and planning. * Overseeing IT services Transition and addressing issues * Knowledge transition and Service delivery takeover * Governance and Relationship management & SLA and OLA management * Risk Management, Demand and Supply synchronization * Within assigned account encourage a culture and environment where cross-account and cross-function collaboration, innovation and excellence is the norm * Working closely with delivery teams, Implement standard best practice in target accounts to deliver consistent service delivery and exception customer satisfaction * Build strong and lasting relationships with internal and external customers, and key delivery partners by meeting with then on a regular basis to listen to their needs and concerns, to discuss our service roadmaps and evangelize HCL capability * Align our Service Delivery process to meet the client business requirements on a continual basis & foster solution innovation to solve client issues * Reduce the cost of delivery by standardization of Service Delivery processes and technology solutions * Implement standard governance, reporting and escalation processes across responsible accounts * For assigned projects ensure successful execution of Due Diligence and Transition to BAU * Coach Tower Leads and SMEs in assigned accounts focusing on both technical and management capabilities
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