20+ years of experience in overall managed service delivery
• Core Strength – Program Delivery Management, IT Infrastructure outsourcing, ITIL Knowledge, People management, Contract and Financial management
• Very strong understanding of current infrastructure concepts with the proven ability to manage servers, virtualization, Linux, AIX, Unix, storage, Middleware data centres and monitoring
• Proven leadership skills with the ability to develop and communicate the program objectives and ensure its successful execution.
• Responsible for overall managed service delivery and SLA Compliance.
• Periodically track and assess the managed services risks and develop plans to mitigate them.
• Prepare and review status reports and present the same to customer.
• Ensure all the SLA and Under Pinning Contract with reference to Infrastructure services are appropriate and updated
• Customer complaints - Closure of all customer complaints within SLA.
• Ensure month on month improved User Satisfaction Survey Rating
• Service delivery assurance to ensure maximum service availability and performance to customer’s infrastructure.
• Driving and implementing operations services strategy in order to achieve performance and quality.
• Knowledge of the current IT environment and industry IT trends to identify the engagement and client service issues
• Ensure continual improvement in customer satisfaction, delivering higher value services and productivity
• Manage day-to-day 24 /7 operations to exceptional levels of service in excess of business expectations.
• Participates in client presentations and discussions to present the technical solution.
• Very strong understanding of current infrastructure concepts with the proven ability to manage servers, virtualization, storage, data centres and monitoring
• Manages the service delivery within agreed financials/budgets
• Collaborate effectively, resolving conflicts and ensuring follow through with cross-functional teams
• Strong problem-solving and analytical skills leveraging all available resources
• Exceptional verbal and written communication
• Participate in Change Advisory Board, and major Incident and Problem reviews
