Anand Shankar

Key Responsibilities Key Achievements

• Accountable for the end-to-end IT infrastructure service delivery across multiple domains, including Networks , Windows , Virtualization , Unix , Database , Storage , Backup , Service Desk , Command Centre , Desktop , EUC , and Cyber Security .
• Managed SLA (Service Level Agreement) adherence and ensured customer satisfaction by implementing efficient review structures for service delivery.
• Oversaw the implementation and maintenance of ITIL framework , ensuring a stable and resilient IT landscape for enterprise applications.
• Defined and refined solutions using industry best practices for enterprise data management , data integration , and data ingestion to improve operational efficiency.
• Established and nurtured strong relationships with key stakeholders, including internal and external customers, to align IT services with business needs.
• Directed governance activities , including service management , incident and change management , and continual service improvement to maintain operational excellence and enhance user satisfaction.
• Played a key role in cybersecurity implementation by adopting best practices and conducting regular security reviews to ensure compliance with organizational policies and regulatory requirements.
• Supported data security measures through active participation in data security reviews , ensuring robust compliance with security mandates.
• Led the setup of a green manufacturing plant by planning and implementing IT infrastructure, aligning with organizational sustainability goals.
• Delivered consistent IT services by meeting or exceeding SLAs, resulting in improved customer satisfaction and operational stability.
• Successfully implemented best practices in cybersecurity , reducing the risk of data breaches and enhancing overall IT security posture.
• Improved service delivery processes by optimizing ITIL-based frameworks, achieving a 20% reduction in incident resolution times.
• Designed and executed a comprehensive IT governance framework , ensuring alignment with business goals and regulatory requirements.
• Spearheaded the IT infrastructure setup for a green manufacturing plant , showcasing expertise in sustainable IT solutions.
• Strengthened data security measures and compliance, achieving 100% adherence to security audits and regulatory standards.

Project 1: CIO Office Strategy

• Led moderate to large-scale development projects, ensuring integration of complex or sensitive application elements.
• Provided technical leadership and planned IT architecture compliance with security and configuration policies.
• Researched and implemented emerging technologies while assisting in strategic IT planning.
• Spearheaded digital transformation solutions, including RTM systems (DMS, SFA, EAM, RC, MP, CBA, IoT, chatbots, BI, etc.).

Project 2: Infrastructure Support

• Designed and executed long-term infrastructure plans ensuring up-to-date capacity.
• Managed hardware/software standards, server performance testing, and infrastructure documentation.
• Established standardized processes for incident management and collaborated with stakeholders for system optimization.
• Strategically managed LANs, WANs, and internet systems while reporting and maintaining logs.

Project 3: Network Support

• Oversaw WAN network management and ISP account management, with a focus on cost control and uptime.
• Conducted monthly reviews with sales, projects, and service teams to ensure efficiency and improvements.
• Managed IT budgets, including network bandwidth costs and renewals, while implementing CCTV surveillance systems.
• Recommended and implemented cybersecurity solutions for enhanced protection.

Project 4: Smart Factory

• Collaborated with production teams to integrate automated demand planning, e-commerce portals, and connected products.
• Governed Smart Factory applications, platforms, and supplier management to ensure compliance and eliminate process gaps.
• Defined and managed the Smart Factory VSEM (Vision, Strategy, Execution, Measurement).
• Provided IT transformation guidance, cybersecurity protocols, disaster recovery solutions, and compliance initiatives.
• Ensured alignment with organizational policies, Bajaj standards, and cross-functional IT processes.

Key Highlights:

• Expert in infrastructure modernization, IT governance, and digital transformation.
• Demonstrated strong cross-functional collaboration and vendor management.
• Proficient in managing IT budgets, cybersecurity, and Smart Factory initiatives.
• Delivered consistent value through strategic IT planning and execution.

• Managed local server infrastructure , cloud resources , and corporate network , ensuring high availability and reliability.
• Oversaw IT infrastructure setup , data center/server room management , and ensured seamless operations of IT systems.
• Led vendor management and IT procurement , including vendor evaluation, contract negotiations, and SLA compliance.
• Administered Windows Server , Domain Controller , and Group Policy Management , ensuring alignment with organizational needs.
• Implemented and monitored information security policies , safeguarding the organization against data breaches and cyber threats.
• Managed and configured firewalls , VPN technologies , network routers , Wi-Fi access points , and cloud computing (IaaS, PaaS, SaaS).
• Directed IT helpdesk operations , prioritizing tasks, resolving incidents, and managing escalations effectively.
• Delivered Level 2 support for IT issues, including hardware, software, local network, and WAN troubleshooting.
• Mentored and evaluated Level 1 support team staff, identifying training needs and fostering professional development.
• Developed and monitored project plans , ensuring timely completion of IT initiatives and deliverables.
• Maintained and updated IT policies, prioritizing business needs and aligning with organizational objectives.
• Administered domain management , including policy configuration and access control.
• Coordinated with local IT vendors, managing contracts and outsourcing agreements to meet organizational requirements.
• Acted as the technical and communication liaison between stakeholders and IT teams for initiatives and needs assessments.
• Advised on strategic and operational leadership for IT infrastructure technologies , providing a roadmap for future systems and technology landscapes.
• Led IT team management , including vendor coordination and overseeing networking, telecom networks, IT/telecom infrastructure, and office automation systems.
• Implemented best practices for IT strategy, aligning infrastructure planning with organizational growth objectives.

Project 1: DMS Implementation and Support Project 2: SFA Implementation (Ivy Mobility)

• Successfully implemented and provided ongoing support for DMS for distributors.
• Conducted gap analysis in the system and collaborated with vendors to resolve identified issues.
• Coordinated with the business team to gather new requirements and incorporated them into the system.
• Performed thorough UAT testing for new requirements and ensured seamless deployment in production environments.
• Managed integration of master data (Product, Price, Customers, etc.) with SAP.
• Provided end-user training and technical support via phone and remote desktop sessions.
• Monitored application performance to ensure alignment with business requirements.
• Led end-to-end project management for Sales Force Automation (SFA) , including requirement documentation, testing, pilot launch, and full-scale rollout.
• Drove adoption and utilization of SFA solutions and digital enablers through robust processes and SOPs.
• Streamlined manual processes and implemented efficient customer management workflows on CRM platforms.
• Set up processes for KPI measurement, planning, reporting, and expense management for field teams.
• Provided regular training and conducted feedback sessions with Sales, Marketing, and Commercial teams to ensure alignment with business goals.
• Managed the smooth operation of all SFA tools across divisions and affiliates, ensuring high availability and performance.
• Spearheaded the adoption of best practices, tools, and methodologies to enhance SFA processes.

Project 1: Microsoft AX2012 Implementation (Retail Module) Project 2: CBSAM DMS (Distributor Management System) Project 3: CBSAM SFA (Sales Force Automation) Project 4: EAM (Enterprise Asset Management) with Tracking and Service Management

• Successfully implemented Microsoft Dynamics AX2012 software for more than 2K RDS (Retail Distribution Systems) across PAN India.
• Conducted gap analysis to identify areas needing improvements and resolved them proactively.
• Collected and documented business requirements and implemented them into the system efficiently.
• Managed SAP BAPI interface handling and batch process monitoring with Microsoft Dynamics according to business schedules and rules.
• Handled critical tasks such as pricing procedure management , centralized portal handling, and system security for CBSAM
• Designed and uploaded pricing procedures, managed customer and MDC creation, and uploaded discounts and schemes for Pan India Retail Distribution.
• Conducted end-user training and provided customer support via phone and remote desktop.
• Implemented the Distributor Management System (DMS) portal for distributors across multiple locations.
• Conducted hands-on user training and created training modules and documentation for internal teams.
• Collaborated with the sales team and end users to gather feedback and make improvements to the system.
• Documented business requirements, prepared BRDs (Business Requirement Documents) , and worked with the development team to deploy system enhancements.
• Created user stories and detailed test cases for the QA team to validate system improvements.
• Planned and executed the testing of new processes in UAT before deployment into production.
• Managed the overall operations and functionality of the DMS portal, ensuring better market penetration and process optimization.
• Enrolled PSR devices with MDM tools (Soti, Knox, AirWatch) for market order capturing and sales force automation.
• Provided daily operational support to PSR devices via mobile apps and resolved technical issues.
• Tested new SFA developments in UAT, prepared BRDs, and collaborated with technical teams to implement changes.
• Created and reviewed test cases for QA teams to validate the accuracy of changes.
• Improved sales force automation processes to enhance field team efficiency.
• Supported end users in daily EAM-related activities, ensuring smooth operation and resolution of issues.
• Gathered functional requirements from stakeholders and prepared detailed BRDs for development teams.
• Tested new EAM developments in UAT and prepared detailed release notes for system changes.
• Conducted feedback collection sessions and monitored system performance to optimize the EAM platform.
• Ensured tracking and service management processes aligned with organizational goals and provided end-to-end support.

• Provided IT support individually to Manufactring Plant & 6 branch offices , with 150 Users , addressing issues related to hardware, software, networks, and cloud infrastructure.
• Developed a comprehensive Disaster Recovery Plan , enabling the organization to recover from unexpected data loss scenarios efficiently.
• Installed and configured asset management and ticketing servers to streamline IT asset tracking and issue resolution.
• Oversaw day-to-day operations of the IT infrastructure, ensuring the smooth functioning of hardware, software, networks, and IT assets.
• Managed all IT operations for the call center, including VOIP, SIP PRI, GSM Gateways, Dialer, EPABX systems, and security firewalls .
• Implemented a Virtual Private Network
• Installed, configured, and maintained cloud-based antivirus solutions and biometric servers for enhanced security and streamlined access control.
• Handled vendor management, including designing Service Level Agreements (SLAs) and creating agreements as needed.
• Managed the IT budget, ensuring all spending adhered to budgetary guidelines while identifying cost-saving opportunities .
• Enhanced network security by maintaining and configuring Fortigate firewalls and deploying timely antivirus updates and patches.
• Supported backend setup and troubleshooting for Oracle EBS users.
• Conducted routine evaluations and audits of network and data security, identifying risks and implementing mitigations.
• Drafted and enforced the organization's IT policy , ensuring compliance with internal and external standards.
• Led the creation and facilitation of workshops and training programs to enhance staff knowledge and teamwork.
• Performed regular system audits , maintaining up-to-date inventory of hardware and software licenses.