Balasubramanian V

Work History

Agile Coach

Analysing the current frameworks, processes, and infrastructure to identify improvement areas and create efficiencies
Implementing new tools, techniques, and other aspects of new methodologies, developing new standards, strategies, and requirements
Training teams on each project lifecycle stage to ensure complete awareness and accountability (currently over 6 teams)
Key Achievement:
Conducted over 30 practical Agile workshops for development and functional teams, as well as key stakeholders, with 98% positive feedback and over 87% of attendees reporting improvements within the first 3 months.

Project Manager

Developed projects from beginning to end, including project scope, timeline, capacity planning, resource allocation, and project execution
Defined and collected metrics and prepared weekly reports and briefings to provide project progression to Senior Management and C-level Executives
Proactively sought, identified, and communicated scheduling and budgeting risks, saving over $350K in revenue
Key Achievement:
Led over 7 successful projects with significant scope and impact—completed 100% on time, within budget, meeting the scope, and in accordance with policies and procedures.

Cloud Tower Operations Manager

Worked with internal development, product management and with customers to collaboratively develop and drive the strategy for cloud services
Developed cloud service definitions that enables both the customer and Wipro to identify the expected services
Took ownership of the cloud Service Level Agreements (SLA) between Wipro and the customer which details the parameters of the cloud services provided
Managed and resourced small to medium internal projects to successful completion
Developed strategies for individual cloud service delivery, working with service delivery teams and customers to ensure the right products developed, that are capable of high-quality delivery and meet current/evolving customer needs
Took responsibility for Cloud Security, including instance, container, cloud and network security
Provided rapid troubleshooting, remediation, and root cause analysis of production issues
Defined and continuously refined the team’s operational processes and procedures
Collaborated with Engineers to refine & improve continuous delivery systems for cloud CI/CD services
Took responsibility for monitoring and managing Azure & GCP spend as a key part of Infrastructure operations
Created system documentation and training materials to empower and educate our own and other CFG
Took ownership and delivered Operational Level Agreements (OLA) with departments internal to service provider detailing the provision of certain elements of the services rendered
Participated in continuous service improvement initiatives to drive efficiency and automation through innovations
Built and lead a distributed team to ensure always-up availability for Woolworths Cloud Platform and its associated application environments
Managed, distributed and delegated workload between team resources, to provide excellent customer service to all Woolworths Cloud customers
Reviewed and raised Cloud invoices on time and maintained strong relationships with relevant stakeholders
Continuous co-ordination with the HR Teams for recruitment and ensured on-time onboarding
Ensured to communicate job expectations, planning, monitoring, appraising, and reviewing job contributions
Achievements:
Inspiring Performer” award for effectively coordinating with the client in identifying and providing quicker resolution and collected aged revenue worth AUD ~600K
Habit Flagbearer” – Demonstrating stewardship in managing, mentoring team and achieving SLA’s
Best Team of Quarter – Q3 2022” – Managing and maintaining SLA and KPI’s

Service Delivery Lead

Wipro Ltd

Chennai

04.2021 - Current

Successfully managed staff to meet needs of new clients including hiring, client reassignment and training facilitation
Managed and monitored results of team to ensure internal and external SLA's are met
Consistently met business unit annual asset refresh targets by or ahead of deadlines
Created rigorous and comprehensive quality assurance programs to provide timely and quality based customer solutions/implementations
Reduced support costs by developing new workflows and support processes
Reduced average delivery of completed transmission from one month to two weeks
Implemented process oriented work streams for service delivery
Negotiated service change with business unit that increased customer satisfaction while increasing revenue by 15%
Managed account portfolio growth and served as integral part of new client implementation, training and team capacity management
Responsible for rapid team expansion providing training and performance evaluations on a regular basis
Completed leadership training while taking part in invite only Manager's Learning Club
Identified as SME for new client implementation for Service Delivery - shared expertise and lessons learned to all levels of management
Completed Annual Enrolments projects on time with quality
Coordinated ongoing team projects and resolved system, process and participant issues with cross functional team members
Conducted ongoing internal team meetings to set priorities and timely resolve outstanding issues
Facilitated weekly client meetings to review project status, upcoming deliverables and address concerns
Created client specific Standard Operating Procedures to document processes and become more efficient
Developed effective client relationships which led to high client satisfaction scores
Key Achievement:
Transformed team to be highly successful, winning Strive for Excellence Award 3 straight
Oversaw 100% compliance of meeting SLA's and KPI's in accordance with master services

Manager IT

Unifi Capital Pvt Ltd

Chennai

11.2019 - 11.2020

Service Delivery Related activities,
Managed all Service Delivery reports to an agreed schedule (or on request), including management and performance reports to IT Management
Performed incident management process reviews and ensured efficient and effective workflow and suggested improvements in response time and resolution along with service quality and timely delivery
Ensured projects are managed to scope, time and budget
Estimate project scope, Budget and timeline for customer
Promoted ITIL-based policies and procedures that addressed incident, problem and change management
Project Related activities,
Designed and executed migration of On-Premise servers to replace legacy servers and incorporated into Azure cloud with a minimal downtime and zero impact to the business using Azure site recovery
Monitored Server hosted in cloud using Azure Monitor tool
Achieved 15% efficiency gain by creating Active Directory user group and security administration
Researched, evaluated, and assisted in implementation of an integrated IP telephony system, and achieved ₹2,00,000 in reduced project costs through effective vendor negotiations
BAU activities,
Supporting the entire IT enterprise, including corporate headquarters, training and service centers, factories, and global remote branches
Training and coaching employees on the new technologies
Revised technology plans and policies to address technology gaps regarding security hardening methodology and virtualization
Ensuring security of data, network access and backup systems
Praised for implementing project management and project delivery methodologies that increased productivity, profitability, and customer service
Generated significant savings in travel time and travel expenses for employees in other states or countries by implementing Internet based departmental portals to quickly share information and collaborate on projects
Prepared audit reports detailing results of audits and provided recommendations for remediation, as well as follow up review of corrective action plans - CAP
Perform Audit Coordination for UNIFI Yearly IT Audits by providing documentations and evidences, and performed Audit Remediation of findings from IT Audit
Implemented virtual working by setting up infrastructure for Work from home by creating the IPSEC tunnel to ensure Business Continuity across the branches (Chennai – HO, Hyderabad, Mumbai, Bangalore & Delhi) within 3 days to support the pandemic situation.

Project & Delivery Manager

DXC Technologies Pvt Ltd

Chennai

04.2017 - 09.2019

Provide level four incident and problem management support for enterprise applications
Deliver solutions in accordance with IT strategy and application roadmaps, making optimal use of shared resources
Mastery of Project Management methodology, tools and techniques (Project planning, Schedule development, Scope & Cost Management) including Project Life Cycle (PLC) & Solution Development life Cycle (SDLC)
Lead and implemented complex projects with Global team—mitigated risks, managed requirements, and worked with project stakeholders while managing expectations at the department and project levels
Lead Projects like Migration of On-Premise Servers to AWS cloud & Azure cloud
Proactively identified risks and issues on Projects & lead the team to develop risk and issue management framework and plans and actively participated to implement better practices, new processes & improvements in overall performance
Established strong cross-functional partnership with Infrastructure, Security and Service Management teams to plan, manage and deliver the Infrastructure roadmaps
Handled the External vendors and third parties to manage relationships at the Project level
Participated in Project Management Practice process improvement initiatives and set direction and vision for the team and managed Performance, rewards, and recognitions
Provided guidance and advice's to other Project Managers, Business Managers and key Stakeholders
Ensured risk management strategies are followed and reviewed within guidelines
Develop and maintain reports, dashboards within the Salesforce to improve visibility, pipelines and forecast
Assisted the Salesforce Development team for optimizing the SFDC instances and proactively identified the process inefficiencies to streamline and automate.

Team Lead - Operations Engineer

Prodapt Solutions PVT Ltd

Chennai

11.2014 - 04.2017

Configuration and customizing the Service management systems, including workflow creation, documentation
Used standard ITIL methodology to analyze and streamline existing business processes and assisted in creation of new business process
Facilitated the negotiation of Service performance criteria resulting in SLA's & OLA's with IT service owners, service contributors and customers
Assisted service owners in new initiatives and services, continuous improvement of existing services
Manage weekly & monthly incident and problem review meetings and provide Data metrics to Leadership team
Audit reviews and remediation
Identify and minimize operational risks
Create, analyze and report of metrics to measure the usage and development of the function
Independently developed, analyzed & published KPI's / metrics to measure the effectiveness & efficiency of the “In-scope” ITSM process
Built relationships with key business and IT stakeholders and an understanding of key business processes and facilitated for efficient running of the service delivery
Collaborated with the Change managers to develop and document the ITSM policies based on best practices
Supervised daily Incident and Problem Management processes
Ensured issues are proactively managed to resolution, impacts mitigated, and root cause eliminated
Provided leadership and direction to the global support team as well as partner teams in Infrastructure, Development and Business process
Worked with leadership peer group to establish a comprehensive matrix of roles and responsibilities to help further on the team's strategy.

Senior Technical Engineer

Concentrix Technologies (I) Pvt Ltd

Chennai

11.2012 - 10.2014

Started as a L2 team member in resolving the Vulnerability issues related to Symantec Endpoint protection
Guided customers in setting up backup of VMware, Hyper-V, MS SQL DB, SharePoint, Exchange server and Active Directory using Veritas Backup Exec
Elevated as a L4 team member and supported in configuring Tape Storage, Disk Storage and Dedupe Storage in Backup Exec
Managed DR data replication to ensure data recoverability
Performed capacity planning and performance tuning relating to the storage infrastructure
Provided second level of trouble shooting on UNIX, Windows, and other module servers.

Systems Engineer

Shanti Computer Centre

Chennai

10.2011 - 11.2012

Managed all the Hardware requirements for the clients of SCC.

IT System Administrator

Global Technology Services

Dubai

10.2007 - 09.2011

Responsible for Infrastructure setup & maintenance of DATA center, IDF rooms
Part of Oracle ERP team involved in installation of Oracle database and ERP applications and setting up RMAN backup.

Summary

Overview

Work History

Agile Coach

Project Manager

Cloud Tower Operations Manager

Service Delivery Lead

Manager IT

Project & Delivery Manager

Team Lead - Operations Engineer

Senior Technical Engineer

Systems Engineer

IT System Administrator

Education

MBA - Systems Management

B.COM - Accounting & Business Management

Skills

Timeline

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