Bhavin Shah
Overview
16
16
years of professional experience
Work History
Wipro Limited
- Same responsibilities as mentioned above in present employment.
IT Operations Manager
Wipro Infotech
- Was managing entire IT service delivery & operations Management for Bajaj FinServ Pune Limited in the capacity of Operations Manager
- Acting as SPOC on behalf of Wipro for all quality and governance related issues in entire program
- Managing remote service desk operating out of SNXT Mysore consist of 15 team members and Site In charge who leads the service Desk
- Responsible for managing 50 members team spread across various onsite location and Corporate Office
- Responsible for maintaining SLA as agreed with customer on month-on-month basis
- Acting as a 3rd level escalation authority for Account
- Responsible for VIP users support and complete engagement including VP and above users, CXO level users and Chairman of the company
- Responsible for vendor management, compliance management and change management
- Responsible for deploying all changes related to End user areas and SCCM support
- Responsible for managing 10000 assets including desktops, laptops and printers and other IT assets across PAN India branches
- Responsible for new branch roll out setups in terms of IT setup
- Responsible for compliance level activities like Branch IT Hygiene, Software compliance, Physical asset verification
- Managed Data Center and other IT infra related support.
Worked as Compliance In charge
Wipro InfoTech
- Taking care of Branch IT governance for 350 branches of India
- Responsible for driving monthly IT branch visit across India for 350 Branches
- Managing critical compliance factors like antivirus, LANDesk and DLP for PAN India Setups
- Directly coordination with around 70+ field engineers and 7 Site in charges for compliance and monthly branch visits
- Responsible for reporting to customer regarding monthly compliance reports and field visit reports.
Site In charge
HDFCLife Insurance Co Ltd
- Supported IT Infra structure services and Application Management for client based on SLA Outsourcing Model based on ISO 20000 guidelines and ITIL V3 framework
- Responsible for entire Zonal IT Service delivery for client
- Total IT assets under support were 4000
- Service delivery: Establish a performance score card for reviewing the SLA
- Monitor service delivery to ensure that service deliverables are met
- Ensure adherence to policy & processes
- Reports: Submit monthly reports & executive summary
- Asset requirement reports, disposal reports and lost asset reports
- Asset installation and allocation reports
- Branch roll out reports
- People management: Weekly conferencing with regional onsite engineers to realize the challenges faced by them and share cross region occurrence among each other.
Network support engineer
Anish Information Technology Pvt Ltd
- Providing IT support to internal users
- Managing and troubleshooting application and terminal servers
- Troubleshooting of external customer reported issues
- Managing Various Network Devices Quintum for VOIP, Dell 8 Port Switch, Cisco Routers, Link Sys 16 port Switches
- Dealing with various hardware and software and ISP vendors.
Senior Project Manager – Cloud Infrastructure and Security Services Global Support
Wipro Technologies Limited
01.2023 - Current
- Managing end to end Service delivery for largest banking customer of Wipro in Swiss Sector
- Responsible for managing Infrastructure migration projects
- Team management across globe, people engagement, new hiring requirements, responsible global hiring and resource fulfilment
- Responsible for managing multiple technical team like database, middleware, VMware Admins, network team, migration planning team
- Managing complete financials for assigned accounts including revenue management, new business and farming, driving cost management initiatives, Profit and loss
- This is one of large deal accounts in Wipro
- Total contract value 55 MN USD
- Managing fixed prices and T&M projects
- Responsible for driving RFPs within the account for CIS Units
- Client engagement through weekly, monthly and quarterly meetings
- Managing external vendors and Wipro partner vendors
- Managing account level governance in terms of meeting SLA and availability norms and meeting to quality parameters and other agreed KPIs as per client SOW
- Ensuring to follow all customer level compliance and timely completion of client mandatory trainings for all Wipro staff across the globe
- Ensuring CSAT is maintained across all client regions
- Ensuring timely onboarding of resources through all BGV parameters by Wipro and client
- Also ensuring timely offboarding as per the client compliance
- Managing IT Infrastructure support for all migration projects across customer regions
- Managing internal Wipro training and quality compliance as per the requirement
- Managing cross functional unit coordination considering engagement of multiple teams and Units
- Having good understanding of doing complete staffing and transitions for new customers.
Senior Project Manager – Cloud Infrastructure and Security Services
Infosys Limited
02.2021 - 01.2023
- Managing end to end Service delivery for manufacturing customers of Infosys in Cloud, IT Infrastructure Services, End user services and Service desk area
- Client engagement including managing CIO, CXO level users
- Team management across globe, people engagement, new hiring requirements, responsible global hiring and resource fulfilment
- Managing complete financials for assigned accounts including revenue management, new business and farming, driving cost management initiatives, Profit and loss
- Yearly revenue management done 10 million USD
- Managing external vendors and Infosys partner vendors
- Involved in software and hardware procurement for critical deals
- Managing account level governance in terms of meeting SLA and availability norms and meeting to quality parameters and other agreed KPIs as per client SOW
- Achieved 7 ELF score in first 6 month of engagement
- Managing IT Infrastructure support, End user services and service desk across multiple Global regions for global customers
- Managed critical compliance for IPS US defense manufacturing customers
- Managing cross functional unit coordination considering engagement of multiple Infosys unit in a single deal
- Having good understanding of doing complete staffing and transitions for new customers.
Manager – Infrastructure and Data center services
Tech Mahindra Limited (Infrastructure and Cloud Services Division)
10.2019 - 02.2021
- Managing end to end Infrastructure and Data Center Service Delivery in below areas
- Supporting Hybrid Infrastructure (On Premise Infra + Cloud Support)
- Providing support for AWS, Azure, Google and Next Gen Cloud
- Network Operations Center – Responsible for network infrastructure
- Supporting 400 VM instances on different cloud, 348 Azure Web Apps, 326 Azure Databases
- Wintel, VMWare, Citrix Support – Around 2000 Wintel Servers and 10 VCenter and Hyper-V
- Supporting Hyper Converge and other critical infrastructure like HPC
- Unix and Linux Servers – Different flavor of Unix systems
- With majority with Suse 12.3
- Supporting SAP Hana 4 Infrastructure and HP Service Guard
- Messaging and collaboration services – Hybrid support with mix On Premises relay services + 30000 mailboxes on Office 365
- Storage and backup services – HP 3 PAR Storage, Netapp, EMC Unity,IBM, Huawei, Hitachi, Fujitsu Storage
- Veeam backup and replication and Commvault backup support
- Databases – SQL & Oracle
- SolarWinds for monitoring network and enterprise infrastructure
- BMC Remedy for ITSM Services
- Key responsibilities are customer escalation management, managing customer requirements, regular reporting, vendor management, BMS Services, SLA adherence, quality compliance, successful transition for new projects
- Responsible for BAU activities which mainly includes daily operations, technical services support, build activities, resource management, risk management
- Making sure that initiatives like automation, staff augmentation (Left Shift, Cross skilling), Innovations, COD reduction are successfully executed within the timeline
- People management activities like interviewing, on-boarding, goal setting, performance appraisal, competency building, rewards and recognition
- Critical Infrastructure support for SAP Hana 4 infrastructure
- Responsible and accountable for all change management and problem management activities
- Responsible for infra support for DR activities, compliance management, audit requirements.
Manager – Data center services
Ensono Technologies LLP India
- 10.2019
- Managing end to end service delivery for Data Center services for below technical towers through remote infrastructure management
- Databases – SQL & Oracle
- Messaging and collaboration services
- Citrix and middleware services
- Backup services – TSM services
- Monitoring and management center (MMC)
- Key responsibilities are customer escalation management, managing customer requirements, regular reporting, vendor management, SLA adherence, quality compliance
- Successful transition for new projects
- Responsible for BAU activities which mainly includes daily operations, build activities, resource management, risk management
- Making sure that initiatives like automation, staff augmentation (Left Shift, Cross skilling), Innovations, COD reduction are successfully executed within the timeline
- People management activities like interviewing, on-boarding, goal setting, performance appraisal, competency building, rewards and recognition
- Responsible and accountable for all change management and problem management activities for the towers
- Responsible for compliance management, ISO audits, PCI audits and other account level audits.
Regional Onsite Support Engineer
Embee Software Pvt Ltd
02.2008 - 02.2010
- Handling total IT setup of HFCSLIC Ahmedabad consists of 18 branches (onsite & remote Support)
- Supported clients network ensures 100% branch connectivity through lease Lines, ISDN connectivity and reliance PRI backup lines
- Worked on Dell power edge 2900 Intel Xeon servers, Compaq ML 350 ProLiant servers, IBM servers
- Taken care of active directory and file server; Data backup troubleshooting; terminal server & thin clients; wireless network and troubleshooting; Anti-virus management for servers and endpoints
- Operating systems and software installation, Maintenance of computer Systems and patching
- Well versed with Domino 7.0.3,8.5.2 server and client messaging environment, Rediff mail administration
- Operating knowledge of various insurance applications like Life Asia, Wonders, Premium calculator, ESS, Mint, Pinnacle
- Management of hardware peripherals like IP printers, MFDs, scanners and network devices.
Education
Skills
- Operating Systems: Windows 2003,2008,2012,2016,Linux
- ITSM Tools: Wipro Ehelpline V4, LANDesk, CA Service Desk, ServiceNow, BMC Remedy
- Monitoring Tools: SolarWinds, BPPM, CA Spectrum, Nimsoft
- Mail Platform: Microsoft Outlook, Lotus notes 853
- Other Office Packages: MS-Office 2008/2016
- Certifications: MS 70-270, MS 70-290
Accomplishments
- Month on month green on SLA achieving parameter and availability SLAs.
- CSAT Score increased from 6 to 6.6 out scale of 7 for Wipro DCS customers.
- Received multiple appreciations from global customer and leadership from Wipro DCCS and Infosys customers.
- Appreciated by MD of HDFCLife during his visits to key branches of Gujarat in Oct 2012.
- Awarded best onsite engineer by Wipro in October 2008 for Q2 awards 2008, Q3 awards 2009, Q4 awards 2010 Pan India project (HDFCSLIC).
- Appreciated by various customer for playing vital role during crisis management.
Languages
English
Hindi
Gujarati
Proficiency And Key Competency Area
- Service Delivery Management
- Operations Management
- Technical Service Delivery
- Major Incident and Problem Management
- Project Management
- Transition Support
- Client engagement
- People Management
- Competency Building
- Career progression
- Team building
Personal Information
- Passport Number: M4720452
- Date of Birth: 12/07/83
- Nationality: Indian
Timeline
Senior Project Manager – Cloud Infrastructure and Security Services Global Support
Wipro Technologies Limited
01.2023 - Current
Senior Project Manager – Cloud Infrastructure and Security Services
Infosys Limited
02.2021 - 01.2023
Manager – Infrastructure and Data center services
Tech Mahindra Limited (Infrastructure and Cloud Services Division)
10.2019 - 02.2021
Regional Onsite Support Engineer
Embee Software Pvt Ltd
02.2008 - 02.2010
Wipro Limited
IT Operations Manager
Wipro Infotech
Worked as Compliance In charge
Wipro InfoTech
Site In charge
HDFCLife Insurance Co Ltd
Network support engineer
Anish Information Technology Pvt Ltd
Manager – Data center services
Ensono Technologies LLP India
- 10.2019
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