Anil Kumar
Summary
Service Delivery Manager with extensive experience in cloud operations and budget management at Hewlett Packard Enterprise. Demonstrated success in stakeholder engagement and team leadership, driving service improvements and cost optimization. Expertise in project management, overseeing transitions and enhancing customer relationships to achieve operational excellence.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Service Delivery Manager/Sr. Cloud Operations/Transition Manager
CloudEQ Software India Pvt. Ltd.
Chandigarh
10.2023 - 07.2024
- Managing a team of 150+ headcount for the below deliverables – BAU Operations/delivery/team/escalations/capacity/resourcing/budgeting in cloud space – Azure and AWS, working on GCP
- Transition and Transformations – Onboarding new clients onboard and planning through transition and working through incumbent– DD/Discovery, Pre-Reqs/planning, TMO/SMO, Track planning/hiring/training, Knowledge Transfer, Shadowing/Reverse Shadowing, Readiness, Go-Live and Stability
- Managing strong working relationships with existing customer base and with stakeholders in vendor space
- Manage P&L, delivery led growth, managing teams, groom effectively, deploy and optimize resources utilization to manage costs
- Work through budgeting with leadership, cost and capacity planning for the upcoming fiscal
- Collaborate with teams and global leadership for a smooth and effective/efficient workflow and operating procedures – audits and compliance besides BAU deliverables
- Work and coach my directs where needed in a result/action oriented plan to maximize throughput
- SIPs/Service Improvement Plans – Develop plans to improve existing services and measure periodically
- Delivery score-card – Lead Value-add and delivery led growth.
- Participate and lead global governance discussions – Monthly/Quarterly (QBR)
PROGRAM MANAGER/Delivery Manager – CIMS, Shared Services
Coforge Technologies Limited
Greater Noida
09.2017 - 10.2023
- Managing End to End IT Managed Services portfolio for APAC region, in Off-shore/On-Shore business model. Services includes Cloud AWS/AZURE, Kubernetes (EKS/AKS), Beanstalk,, PODs/Containers, Microsoft Defender, CloudWatch, Databases – Posgreys, MySQL/MS SQL/Sybase, Networks – Paulo Alto/Checkpoint/Fortigate, Cyber Security QRoC/SIEM tools & Data Center operations, WINTEL, Network, UNIX, Storage, Voice, Database, EUC, Service Desk operations, NOC, and Applications support, Demand and Delivery. Team Size – 200+, P&L Size – 24M USD
- Managing multiple customer accounts viz., Singapore Airport Terminal Services (SATS), Virgin Australia, Lafarge Holcim/Adani Cement, NSW Telco Australia, Goods and Services Tax (GSTN public sector undertaking), Core Banking Services (CBS) – Jamia Bank, Cathy Pacific Services Ltd. (CPSL), SITA Air India
- Managing a prominent manufacturing customer spread across various Asian markets, Revenue worth $30M – SIAM City Cement Corporation (SCCC) based centrally out of Thailand
- Managing Performance Delivery Scorecard – Delivery led growth to generate additional revenue, Value register/cost savings/avoidance, Service Improvements.
- Transition and Transformation – Solid understanding of Transition/Transformation till Run/BAU and stability – DD, Pre-Reqs, Knowledge Transfer, Shadowing/Reverse Shadowing, Readiness, Go-Live and Stability
- Transition planning, staffing requirements, work with TA/Resource group to forecast and realize requirements
- For each ongoing transition, monitor scope fulfilment, schedule adherence and cost in addition to performing periodic review of the progress against the detailed transition plan
- Participate in critical customer meetings (Eg: Tower review meeting, Transition Progress review meeting, Executive Steering Committee meeting)
- Monitor infrastructure readiness (H/w, S/w, tools, procurement status and deployment) at offshore delivery centers, hosting data center sites including Disaster Recovery sites
- Excellent understanding of the offshore delivery model and related process frameworks. Experience in handling offshore delivery project management skills to manage Program governance
- Customer Relationship Management, Disaster Recovery Planning, Document Management, Knowledge Management, documentation, transition to BAU and sign off
- Relationship & Partnership – Manage business relationship with customer and partners stakeholders, communicate and manage the organization’s policies/processes and ensure customer’s business a success. Work with AWS, Microsoft to ensure the cloud deliveries are exploited and realized to the maximum.
- Performance Delivery Scorecard & P&L – Managing financials in terms of Cost v/s Revenue and associated leavers – Resourcing, additional business/D&D, Cost savings/SIP’s, Training/Development, Outsourcing/Vendor management etc.
- People Management and Leadership – On-shore v/s Off-Shore, Hire & Fire, Retain Talent, Development, Collaboration, Performance and Knowledge & Transition Management
- Demand & Delivery – Work with Customer/Client Partner to define a forecast/pipeline of technology transformation/projects and work towards realizing the revenue. Manage the associated costs and ensure smooth end to end delivery of projects.
- Escalations, Engagement & Collaboration- Collaboration with multiple stakeholders across the organization to ensure that set objectives are met, work with various Vendor-Partners on customer’s behalf and Collaborate to achieve timelines & SLA’s.
- Contract Management and Governance – Ensure NIIT is delivering as per contract/SOW, defined SLA’s/OLA’s, KPI’s. Productivity Enhancement, Governance and Control, Leverage cross-functional synergies, Backup and succession planning across teams
- Customer Engagement & Stakeholders/Relationship Management – Weekly/Monthly Business Reviews, Projects v/s BAU, Working with Sales for upsells, POC’s, Work towards overall CSAT with key stakeholders, work with business for processes/operations awareness, build Coforge visibility across BU’s.
Account Delivery Manager (ADM) – Managed Services Direct onsite Customer Facing
Hewlett Packard Enterprise India
GURGAON
03.2016 - 04.2017
- Account/Customer American Express Inc. USD 500M Global Account
- Vertical Credit Card business operations
- Managed Geographies Australia, New Zealand, GCR/China, Hong Kong, Taiwan, Singapore, Malaysia, Thailand, Korea, Philippines My Team Size: 150+
- AMEX Stakeholders Customer Relationship Managers (CRM), Directors and VP, their Business partners, and AMEX Internal Technical Towers (Network – Date/Voice, Dialer, IVR, AD/Email Relay, EUC Compliance, Security etc.)
- Vender Partners AT&T/Verizon, Microsoft, IBM, PSPL, NICE, Mphasis, CISCO, EMC, HP TS
- Key Focus on Account Management, Relationship with Key Customer Stakeholders in Australia, Hong Kong, India, Singapore and China/Shanghai, pitch in HP products in any opportunity, Manage P&L for the geographies I was assigned to with a dedicated focus on NEW Business
- AMEX is a Global Leader in the Credit Cards business space across the Globe. HP managed all the Data Centers across the globe including Compute, Storage, LAN/WAN, EUC, AD/Office365 with Microsoft, Critical Applications, CISCO Dialer, IVR, associated Capacity management, RFS Process,/Projects-Solutioning/Architecture and implementation of the new designs, Incidents/Change/Problem Management in BAU
- Expertise in Card/Banking Operations (Cards, Payments, and Branch Support), GIS, E-Publishing, Insurance, partner Networks/Data Centers, such as KIM CHUAN in Singapore, GAN systems, CALTEX POS operations, managing P1 outages on POS outlets and working through with partners, internal and customer teams – right from POS machine to vendor DC to home DC till payment gateways supporting NPSS for cashless digitized financial services.
- Manage Data Centers operations with AMEX vendors, GRE and AMEX DCI Governance Standards
- Own and manage End to End Communication and work with IBM GSAM on HIGH VISIBLE/Catastrophic incidents to American Express Technology (AET) as well as HP stakeholders at C-Level and above, besides engaging required vendor-partners.
- SLA’s/KPI Performance, Accomplishments, Critical Issues/Resolutions/RCA’s, Key Projects Ongoing and in Pipeline, Planned Changes (CMRs), Challenges and Opportunities.
- Keeping Weekly/Monthly Business Review Engagements with AMEX C-Level leadership team, CRM’s/Directors.
- Driving the Initiatives as part of projects for various infrastructure, WIN 7 Migrations, Voice Component (IP Phones), Call Center Infrastructure (CISCO Call Manager), Service Desk Tools etc. Implemented Service Now from Incident to Change/CMDB Management
- RFS/Project Management – Generate additional revenue through Projects ensuring Quality, Cost and Schedules are on track, successful delivery/sing-off and Transition to BAU.
- Drive Innovation and Service Improvement Plans (SIPs). Showcase the ACCOMPLISHMENTS with the AMEX and HP Global stakeholders. Direct, report and drive improvements across all service units to ensure service goals, KPIs, SLAs, and all contracted commitments are exceeded to.
- Quarterly Business Travel Reviews provided an opportunity to travel onsite on selected regions with AET (American Express Technology) Team and HP global key stakeholders. Aim to benchmark business growth, and opportunities to secure more business for HP sites and services.
Deputy Group Manager (DGM) – Technology
IBM/Concentrix Daksh India Pvt. Ltd.
GURGAON
06.2016 - 01.2017
- Company Overview: Concentrix, formerly IBM Daksh, is a high value business services company, a wholly owned subsidiary of SYNNEX Corporation deals in operations, has presence in 24 countries, provides Business Services in Healthcare, Transport, Insurance, Retailing, IT Services in the BPO segment.
- Report to Group Manager and manage a team of 150+ headcount, manage 12 business locations across India, and 24x7 businesses across Globe – APAC, EMEA, Americas (NA/LA), 24x7 High Availability.
- Provide direction and leadership to ground technical staff/engineers including hiring, engagement, and nurturing, training & mentoring and performance metrics. Act as a coach/mentor to develop the talent to deliver the highest level of customer satisfaction at Customer Facing Environment
- Evaluate technology and vendor strategies (on-site, hosted, cloud, outsourced models) to meet the infrastructure requirements within approved budget of all systems supporting internal and external customers.
- Domain knowledge with solutions for mission critical cloud services on AZURE: SaaS, PaaS, and IaaS and EMM/MDM (Enterprise Mobility Management)
- Partner with other technology teams in defining and maintaining processes and procedures regarding disaster recovery, capacity planning, change control, security, problem resolution, performance management, and availability.
- Work with application teams on design and operations issues, including capacity planning, ITIL, change control, security, business continuity, problem resolution, performance, availability, service desk and other areas.
- Data Center operations – Incidents, Changes through CAB’s, NEW Implementations and Refresh in DC as well as Migrations, P2V and Consolidations to save COST/Space/Power, BAU as well as Projects, Managing all DC Escalations effectively, all Servers (Windows 2008/2012/AD, DHCP/DNS, Office 365, Linux, VMWare/Hyper-V, NetBackup) and Storage (Dell, NetApps, IBM) operations, Solutioning, Resourcing, and Integrations in existing IT Infrastructure. Manage Critical Infra such as ASPECT Dialers.
- Manage Microsoft AZURE and AWS Operations – AZURE Storage, Virtual Machines, Virtual Network, Migrating Business Apps on Azure platform, P2V, V2V, consolidation, decommissioning, pilot plans and so on.
- Project Management and associated Reporting, Partner and collaborate with Network, Voice, Security towers for shared services
- CAPEX/OPEX forecasting and budgeting, manage all investments in India for SSO. Manage all Procurements, Servers Refresh, AMC’s, Licensing and Certificates, Vendor PO’s and approve in the system.
- Work to foster effective professional relationships with Vendor/Partners, IBM, Dell, Microsoft, Bharti, TATA, NetApp, QNAP, CISCO, Citrix etc.
- Manage overall Business Goals, Training needs, Compliance, Auditing, IT Security, Business Reviews, FY Planning and Forecasting and represent my Org in Global forums
- IT Security – Work to deal with the Critical Infrastructure security, Firewalls, DMZ, Certificates, VPN communication between sites. CISCO devices, Juniper, Checkpoint, Riverbed, CyberArk workforce management
- Concentrix, formerly IBM Daksh, is a high value business services company, a wholly owned subsidiary of SYNNEX Corporation deals in operations, has presence in 24 countries, provides Business Services in Healthcare, Transport, Insurance, Retailing, IT Services in the BPO segment.
Account Delivery Executive (ADE) – Managed Services, Direct onsite Customer Facing
Hewlett Packard Enterprise
GURGAON
05.2011 - 03.2016
- Completely owned P&L of worth 20 Million USD while managing TWO major accounts for Managed Services with complete ownership on Financials with key Focus on Business and Customer Relations Management
- Crucial Focus on Customer Procurement & Infrastructure Investments/Engagements, Involve and Influence the key customer Decision Makers in HP’s favor for long terms Revenue Gains
- Business Strategy on NEW Logos, Upsells, Infrastructure & Applications, Budgeting and Cost Controls, Data Center Operations/Transitions, Virtualization, Customer & Partner Relations, Contract Governance, Program Management, Multi-site & People Management, BCP/ DRP Solutions and IT Proposal & Business Case Service Delivery in BAU/Projects, Budgeting, Demand Forecast
- Manage lifecycle delivery of HP Products and Services from initiation to retirement (MPLC)
- Account SBI Card (Erstwhile GE CAPITAL India Pvt. Ltd)
- Vertical Credit Card business operations
- Team size 150, includes Operations Manager and L1/L2/L3 Teams.
- SBI Card owned and managed Credit Card/Insurance Business for State Bank of India with millions of INR transactions in a day. Managed the Data Center services in a DC/DR set up, Global IT infrastructure comprising of 350+ physical and 500+ Virtual servers on UNIX/WINDOWS, CISCO LAN/WAN, Security, Storage/SAN/NAS – 3 PAR, Violin, HITACHI, Cluster servers, various Backups, ORACLE LINUX, Oracle and SQL Servers, ASPECT Call Manager, 30+ Critical Applications with 99.9% of uptime under critical SLA’s.
- Worked with various partner teams, SBI internal teams for all VISA, Master-Card transactions and managed the network supporting the nerve of the credit card transactions, involving Routers/Switches, Payment Gateways and vendor networks, supporting NPSS for cashless digitized financial services.
- Involved effectively working and sustaining an excellent business relationship with both senior and operational customer stakeholders to drive a range of outcomes across strategy, design deployment, operations and end user adoption
- Sales and Business Reviews– Work with Account Team to sell possible HP Services and Hardware, and maximize the account revenue bringing down the costs. Exploit every available opportunity in the account on monthly basis, nurture the relationships and achieve targets.
- Managing Resources- Provide direction and leadership to ground technical staff/engineers including hiring, engagement, and nurturing, training & mentoring and performance metrics. Act as a coach/mentor to develop the talent to deliver the highest level of customer satisfaction at Customer Facing Environment
- Thorough knowledge of Project Management areas, Enterprise Architecture, Working with Outsourced Vendors, Technical Operations and complex ICT system integration and delivery and Accountable for driving customer satisfaction through the effective management of multiple programs of work whilst ensuring HPE ITO Services revenue growth & profitability through close Collaboration with other teams and stakeholders.
- Complete focus on Cost Optimization and Maximizing the profitability by optimizing resourcing, vendors SOW’s and associated PO values, Workforce multi-skill trainings and hence Resource Optimizations, Savings by executing Project work without additional hires, partner with sales to sell more and earn for the account.
Technical Support Lead (TSL) at Global Technical Support Center, GTSC Bangalore
Microsoft Corporation
Bangalore
05.2004 - 05.2011
- Responsibilities: Reported to SDM in Seattle/India, and Worked to manage our outsourced partner/vendor (WIPRO) and GTSC teams for supporting 24x7 Professional and Premier business on Messaging platform, which included all supported versions of MS Exchange and later BPOS/Office365.
- Service Delivery – Manage professional and premier business with Global English speaking customers. Single point of contact for all Escalations from partners in 24x7 space. Tracking the ongoing incidents and analyzing gaps.
- Keeping all the stakeholders updated about the Critical SEV A/Catastrophic/High impact/highly visible Incidents until smooth closure per customer’s satisfaction. Involve additional resources when needed. And making sure all Service Level Agreements (SLA’s) are met and CPE/C-SAT results are met or exceeded above defined targets.
- Keeping track of core Business Drivers (MS Resolve, TTC, SE SAT, SE KN SAT, Product/Process SAT) and Operations Matrix to make sure we meet/exceed our Service Levels (SLA’s). Track these on daily basis to ensure we stay Green on operational data matrix – DTS, DTC, MPI, Resource Utilization etc.
- People/Performance Management – Manage the team onsite and remotely for ongoing incidents, severity and customer’s expectations.
- Trainings/Mentoring – Onsite travel for trainings, however, managing training deliveries remotely for messaging tools, products and CRM tools through Microsoft Office Live Meeting (we used to use WebEx, which is retired now) and Office Communications server (OCS).
- Build a strong working relationship with partners and Microsoft Internal Business Units like Premier and CMET. On site travel for training/mentoring the team whenever required. Creating an environment of customer focused culture (CFC) with Microsoft policies/processes. And providing operational feedbacks to SDMs, management at IGTSC and partner management teams.
- Active participation in Root Cause/Post Mortem Analysis of any Process failures in Premier space or otherwise and set guidelines to counter such incidents. Making sure actions derived at SDM’s level are followed in letter and spirit by the teams and such incidents do not reoccur. At times, to participate and lead Customer Recovery Situations.
- Cross Group Collaboration: To make sure we have healthy collaboration when one team collaborates with the other one at GTSC or another partner CONVERGYS which manages Microsoft’s Platform business, making sure the process is seamless to the Microsoft customers and partners. Work with fellow TSL’s to foster great working relationship.
- Taking part in and leading Weekly Conference Calls with SDMs and TSL team in US for WIPRO to discuss on ongoing issues and concerns, planning and analysis of CSAT results.
- Ensure that New Processes/changes in existing processes are implemented across the teams smoothly and to coordinate with our US Escalation services in North Carolina/Dallas in the US and China teams.
- Use Clarify (CRM Tool) to review the open Cases in periodic manner and add technical and process based notes in it to be followed by TL’s/SE’s and track it. Escalation of cases based on soft and hard triggers or as and when required due to technical roadblocks. Collaborate with APAC/China/EMEA Teams.
- Involved/Leading in several internal Global Projects – Professional callback Model, Building Employee Capability, Collaboration in Microsoft CSS, Market Share.
Software Engineer ONSITE in Houston, Texas, US
Hewlett Packard India Software Operations
11.2003 - 05.2004
- Pre-installed Imaging (PII) unit is part of ISS – Industry Standard Servers division HP R&D. This Group worked closely with Microsoft OEM and HP Internal Work groups Tools Used: ALTIRIS, GHOST, SYSPREP, SMART START DISCS, Microsoft OEM OS Kits, MS SQL Server, Scripting and Hardware: HP Blade Servers, DL/ML 330, 570, and other ranges of RAID/SCSI/NIC Cards, DLT/TAPE Drives. Worked on Multiple languages OEM OS Kits released by Microsoft to Create/Test (QA) Preinstalled Images of various Operating Systems.
Customer Service Engineer
Wipro InfoTech Ltd.
Mumbai/Delhi
03.2002 - 10.2003
- Worked on a joined project with Microsoft & Wipro for providing technical support for MS Exchange 5.5/2000/2003 Global Professional Customers: (Outsourced Microsoft business to Wipro)
- Voice based support to Microsoft PRO English speaking GLOBAL customers, provide remote Support on Exchange 2003/2000/5.5 Administration, Installation/Configuration, Deployments/Design, Assist Microsoft Premier Field Engineer (PFE) while on customer onsite on critical break fix incidents, Assist customers on Advisory and Break Fix Issues and reproduce difficult issues in the VM Ware labs.
- Coach/Train fellow engineers on processes, notes making and required communication to the customers.
Systems Engineer
Futuresoft Solutions Pvt. Ltd.
New Delhi
08.2001 - 03.2002
- As System Engineer in Citrix Team, reporting to Team Lead
- Prepared/Participated in the Capacity, Sizing and Installation/Deployment/Support Plans, i.e. the hardware & software component selection as per the customer requirement on Citrix Server’s Deployments
- Understand the SOW and work closely with in the team, Running pilot projects, demonstrations and customer satisfaction on Citrix products to meet their requirements, On Call Support
- Worked as Resident Engineer at GE Capital, Gurgaon Implemented seven CITRIX servers, tested, installed and published required Critical and Non-Critical applications on all Citrix servers.
Education
Bachelor of Technology (B.Tech.) - Computer Science & Engineering
Punjab Technical University
Punjab, INDIADiploma in Computer Engineering -
Punjab State Technical Board
Chandigarh, INDIASkills
- Cloud operations
- Service delivery
- Transition management
- Budget management
- Stakeholder engagement
- Team leadership
- Customer relationship management
- Governance processes
- Project management
- Escalation management
- Service improvement analysis
- Cost control and tracking
- Teamwork and collaboration
Certification
- ITIL v3 Expert
- ITIL v4 Managing Professional Transition Certifications
- PRINCE2 Practitioner
- MCSE on Messaging platform
- Citrix Certified CCA
- MS Exchange 2010 – MCTS
- MS Azure and AWS Solution Architect - Associate
Accomplishments
- Successful RENEWAL of 5 years Managed Services Contract with Complete Infra Migration to HP Hellion Private Cloud
- 30% overall increase in account revenue by Cost Optimization and selling Products and Services
- 80% Reduction in Severity 1 (P1) Incidents with effective Skill mapping
- Microsoft Great People Great Performance award
- Microsoft ACE award
Professional Expertise
20, Card (credit), Airline, Manufacturing, BFS, Public sector, End to End IT Services Enablement and Delivery, Transition and Transformation, Automation - Data Center Infra/On-premise and Cloud, Azure/AWS, Solutioning and Integration of Tools - ITAM/ITOM, Creating SOW's/Defining SLA's/OLA's/KPI's and KRA's, Commercials and P&L, Tools, Transformations and Automation - On Premise and Cloud, BAU Stabilization and Implementation of SOW, SLA's, OLA's and KPI's, Resourcing, hiring, nurturing the talent, Training & Retaining, ITSM/ITIL v3/v4 Processes implementations and Validations, Strong Project Management skills, Demand and Delivery, Project work and Revenue Realization, Strong Compliance, IT auditing acumen with ISMS/SOC1/SOC2, PCI/DSS, ISO27000/20000 frameworks and ITIL/ITSM/Project Management, ServiceNow Administration
Timeline
Service Delivery Manager/Sr. Cloud Operations/Transition Manager
CloudEQ Software India Pvt. Ltd.
10.2023 - 07.2024
PROGRAM MANAGER/Delivery Manager – CIMS, Shared Services
Coforge Technologies Limited
09.2017 - 10.2023
Deputy Group Manager (DGM) – Technology
IBM/Concentrix Daksh India Pvt. Ltd.
06.2016 - 01.2017
Account Delivery Manager (ADM) – Managed Services Direct onsite Customer Facing
Hewlett Packard Enterprise India
03.2016 - 04.2017
Account Delivery Executive (ADE) – Managed Services, Direct onsite Customer Facing
Hewlett Packard Enterprise
05.2011 - 03.2016
Technical Support Lead (TSL) at Global Technical Support Center, GTSC Bangalore
Microsoft Corporation
05.2004 - 05.2011
Software Engineer ONSITE in Houston, Texas, US
Hewlett Packard India Software Operations
11.2003 - 05.2004
Customer Service Engineer
Wipro InfoTech Ltd.
03.2002 - 10.2003
Systems Engineer
Futuresoft Solutions Pvt. Ltd.
08.2001 - 03.2002
Bachelor of Technology (B.Tech.) - Computer Science & Engineering
Punjab Technical University
Diploma in Computer Engineering -
Punjab State Technical Board
Similar Profiles
Saad MurshedkarSaad Murshedkar
Cloud Operations Manager at CloudEQ Software India Pvt.LtdCloud Operations Manager at CloudEQ Software India Pvt.Ltd
Ankur AryaAnkur Arya
Senior Software Engineer at FranConnect India Software Pvt. Ltd, Franconnect India Software Pvt. LtdSenior Software Engineer at FranConnect India Software Pvt. Ltd, Franconnect India Software Pvt. Ltd
Srikanth GudlaSrikanth Gudla
Principal Quality Assurance Engineer at Model N India Software Pvt Ltd / Revitas / iMANY Software Pvt Ltd.Principal Quality Assurance Engineer at Model N India Software Pvt Ltd / Revitas / iMANY Software Pvt Ltd.
Danielle GadenDanielle Gaden
Customer Operations Manager/Transition & Global Service Delivery at Barry CallebautCustomer Operations Manager/Transition & Global Service Delivery at Barry Callebaut
Badari GudivadaBadari Gudivada
Sr Eng II - Cloud Service Delivery Manager at InvescoSr Eng II - Cloud Service Delivery Manager at Invesco