AVTAR BAJWA
Bengaluru
Summary
Credited for high impactful value creations with 17+ years of versatile & profound IT Leadership Experience in the realm of IT Infrastructure & Application Management Services (AMS) Service Transition Program Management, Account Management & Service Delivery & Operations Management across diverse roles in the organizational hierarchy.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Cloud Service Delivery Manager
Tata Consultancy Services
11.2023 - Current
- Company Overview: https://www.tcs.com/
- Handling Azure infrastructure operations for an Australia-based leading bank.
- Managing an onsite/offshore team of ~20 members supporting workloads in IaaS, FinOps, Prisma Cloud, and PaaS.
- Team skillsets include Windows, Linux, AKS, DevOps, Service Management, and database technologies.
- Actively involved in the RFP process for the engagement.
- Served as the transition and onboarding manager prior to taking over full delivery responsibilities.
- Azure Infrastructure | IaaS | FinOps | Prisma Cloud | Service Delivery | Offshore/Onsite Team Management
Customer Engagement Lead / Program Delivery Manager (BFSI)
Tata Consultancy Services
12.2020 - 10.2023
- Company Overview: https://www.tcs.com/
- Managed IT infrastructure services and operations for a major insurance client.
- Oversaw multiple domains: Service Desk, EUC, Cloud, Change Management, Application Support, and VIP Support.
- Ensured IT services were delivered within SLA targets.
- Acted as the primary escalation point for operational issues.
- Onboarded and guided new joiners in using Azure WVD.
- Planned and executed BCP activities.
- Handled cloud server patching, backup/restore, and monitoring operations.
- Streamlined client user access management processes.
- Led project deployments including DLP Rollout and Qualys implementation.
- IT Infrastructure Services | SLA Management | Service Desk | Project Delivery | Compliance
Global Workplace Services Manager (XL-Axiata)
Wipro Technologies
11.2019 - 12.2020
- Company Overview: https://www.wipro.com/en-IN/
- Taking care of IT infrastructure service & Operations for one of the telecom client
- Handling multiple domains- EUC, Service Desk, Telecom, Voice, Application Team, Critical user (VIP) Support
- Ensuring deliver the IT services as per SLA
- Functioning as Point of contact for escalations and resolving the operational issues
- Ensuring periodic review of MIS report with team
- Involved in PM & DR activities
- Involved in IT Roadmap planning for Y2020
- Involved in client audits and process improvement programs to streamline process and operations
- Tools: Symphony Summit for ITSM, Discovery, Inventory & CMDB, Splunk for monitoring, SolarWinds for network monitoring, Flexera for Software asset Management, Evolven for IT Operations Analytics (ITOA) and SCCM for Patch management.
- Accomplished CSI ratings of 6.5/7 as an initiative towards Turnaround strategy.
- Risk Management | Capacity Management | IT Infrastructure | Problem Management | Vulnerability Management | Patch management | Antivirus Management | Automation | Data Secrecy
EUC/OSS Manager for EMEA & APAC (SPGI)
Wipro
08.2018 - 10.2019
- Managed field service group activities for the EMEA & APAC region
- Acted as Wipro SPOC for all end user issues and manage escalations of day-to-day operational issues.
- Led effective resource management (Monitor & track project progress, foresee issues/concerns)
- Built and maintained encouraging client relationships with client stakeholders and internal leadership
- Maintained high Customer satisfaction ratings and drive Continuous Service Improvement plans
- Conducted all governance meetings
- Collaborated with senior management on client account management and contribute to growth of the account
- Liaised with partners/OEM vendors on ongoing basis to expedite faster resolutions to client issues
- Validated SLAs with partners to ensure that, SLAs are aligned as per client agreement.
- Acted as the first point of escalation for all country/region related services
- Collaborated with internal technology towers to fine tune processes and workflows
- Drove EOL Refresh as BAU
- Associated with the PMO/TMO/TAO, resolved any issues/conflicts
- Appreciated with Special Recognition Award in FY 2018-19.
- Commemorated with Critical assignment Bonus during FY 2018-19.
- Incident & Task Closure | Incident & Task Closure | EOL Refresh Project
Project Manager
British Petroleum, ABB
10.2016 - 06.2018
- Handled the project phase for total operational execution of all managed services.
- Supported the Senior Wave Lead and Program Director(s) assigned to existing client(s) or new opportunities.
- Managed the project management lifecycle from the initial Project kick-off through to acceptance in to Service.
- Provided detail project management performance review with senior internal & external stakeholders management.
- Led development in Project Management processes, Program Management & Service Operations teams.
- Made rapport with WIPRO PMO, TMO, TAO Teams, Project Managers, Service Partners 3rd parties &Customers.
- Contributed to Project kick-offs and creating project management plans to meet the required customer timetable.
- Honoured for transition management deliverable closure of ABB Program.
- Acknowledged with Wipro Long service award for completing 10 years 2016.
- Transition Management | Program Management | Service Operations | Risk Assessment
Global PMO Lead
Ericsson
10.2013 - 09.2016
- Track ERDs & EBDs daily basis, Update ERD/Open Positions and share with stakeholders
- Drove the Rookie billing, reduce cycle time to bill rookies, and increase the number of rookies billed
- Tracking ops parameters: Rookie/Bulge/Onsite ratio/Onsite Contractors/Investments/Low margin
- Awarded for PMO/Staffing activates of the Ericsson Program.
- Bench tracking | BHC Projection & Tracking | Team Training | Supply Chain Management | Costing
Global Major Incident Manager
Walmart, UBS
09.2010 - 09.2013
- Supported Major Incident Management with 15 Team member (365 days, 24/7 Support)
- Handled the high-severity (Severity-1 and Severity-2), for the Walmart US, Canada & UK region
- Prepared client specific reports WSR/Issue Log/Shift Log/Passdown handover
- Setup Shine Portal for Client ITIL V3 Assessment
- Ticket Closure / Three Strike Rule / Backlog Calculation
- Provided weekly updates to Customer and Wipro Program/Transition Management
- Major Incident Management | High-severity | Transition document templates | Root Cause Analysis
Project Lead
Cisco
04.2010 - 08.2010
- Identified Infra demand request from Projects comprised of Global customers.
- Handled Documentation process, Filled the Provisioning Spec and get signoff from application PM
- Worked with Demand clearing team for bundle creation until execution.
- Enterprise Release Management | MSD commit | ERMO release commit | Data Centre Mgt.
North India Field Support Manager (Tata AIG Life Insurance)
Wipro InfoTech, Delhi
01.2009 - 03.2010
- Prepared scope of ITSM, Handled issues by being based in remote locations.
- Lead process design sessions with key stakeholders including customer IT team, vendors, advisory
- Worked with SIAM and service desk team to ensure that processes are introduced seamlessly into operations
- Developed Trained Wipro Team on Client’s ITIL Processes
- Finalized SLA reporting template and mapping the data sources
- Ticket Audits for Client ITIL Process Compliance, Consistent High SLA Achievement rate
- Bagged with Best service delivery account for the quarter of Tata Aig Program.
- ITIL V3 Execution Process Document (EPD) | Ticketing, Tool Application & Deployment
Site In charge
Genpact DITP
09.2006 - 12.2008
- Led Service continuity during Crisis/DR/BCP
- Lauded with Critical assignment Bonus in FY 2008/2007.
- Credited with Special recognition award fromft. CEO-Mr Suresh Vaswani2007.
- Microsoft OS Images | SCCM Server | Windows XP Ops System/VPN & Applications | Audit & Compliance
Team Lead
CMS Computers, Delhi
06.2003 - 09.2006
- Managed Desktops team, Ramped up from 2 to 20 Global customers in the timescale of two years.
- Led Coordination between End-users, Technical support team for resolution of issues.
- Migration of File server, Lotus domino server, Print server
- Performed Administrative task like creating user accounts, maintaining user’s profiles, implementing Group Policy’s
- Trained the team on Blackberry and Lotus Notes Issues
- Best Engineer Award from CMS Computers Pvt Ltd.
- Best Engineer Award from CSC India Ltd 2004.
- Cisco L2 Switches | MFD Printers | Lotus Notes issues | VOIP phone configuration Management
Education
Three Year Diploma - Electrical Engineering
State Board Technical Education Chandigarh
01.2000
Certification
- Transition management, PDUs PMP 40 training, cloud computing basics
- CISCO Certified Networking Associate (CCNA) Certified
- ITIL V2 Foundation Certified
SECTORAL EXPERTISE
- International clients in Petroleum, Telecommunication, Banking, Insurance, Manufacturing, Retail domain
- Well-honed with Cloud based Projects, Project Management on Datacenter Migration & Consolidation. Application Migration to Cloud Environment under ITIL Framework.
- Aptitude for managing large scale IT operations, mission critical 24x7, IT Assets & S/W compliance management
Training
- Hands on Leadership (HLP) conducted by Wipro termed 'Talent Transformation.
- Customer Leadership Interface Program (CLIP By Ron Kaufman).
Timeline
Cloud Service Delivery Manager
Tata Consultancy Services
11.2023 - Current
Customer Engagement Lead / Program Delivery Manager (BFSI)
Tata Consultancy Services
12.2020 - 10.2023
Global Workplace Services Manager (XL-Axiata)
Wipro Technologies
11.2019 - 12.2020
EUC/OSS Manager for EMEA & APAC (SPGI)
Wipro
08.2018 - 10.2019
Project Manager
British Petroleum, ABB
10.2016 - 06.2018
Global PMO Lead
Ericsson
10.2013 - 09.2016
Global Major Incident Manager
Walmart, UBS
09.2010 - 09.2013
Project Lead
Cisco
04.2010 - 08.2010
North India Field Support Manager (Tata AIG Life Insurance)
Wipro InfoTech, Delhi
01.2009 - 03.2010
Site In charge
Genpact DITP
09.2006 - 12.2008
Team Lead
CMS Computers, Delhi
06.2003 - 09.2006
Three Year Diploma - Electrical Engineering
State Board Technical Education Chandigarh
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