Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Edwin Joseph A

Summary

Proven leader in IT service delivery, adept at project and resource management with a track record of enhancing client satisfaction. Skilled in vendor and asset management, I excel in fostering client relationships and improving performance metrics, achieving over 100% SLA compliance. Expertise in incident and workload management underlines my commitment to operational excellence.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Service Delivery Manager

Total IT Global
08.2021 - Current
  • Accountable & Responsible for all SLAs for the assigned clients as per the SOW.
  • Oversee and guidance to Transitions Team to get the project smoothly transitioned into BAU stage.
  • Successful manage service delivery SLA achievement and high level of customer satisfaction.
  • Accountable and responsible for project P&L.
  • Oversaw 100% compliance of meeting SLA's and KPI's in accordance with master services.
  • Monitor overall performance of services and timelines to deliver.
  • Communicating and working with across organizational boundaries.
  • Plan and execute resource hiring to support business growth and service demands.
  • Distribute service reports to key internal personal and clients and raise any potential risks.
  • Building a healthy professional relationship with key client team members and should connect with them on weekly and Monthly basis.
  • Monitor, Measure & Manage the performance of Delivery team and Service Desk against to meet client expectations and commitments.
  • Led cross-functional teams in resolving project issues and conflicts, fostering a collaborative and solution-oriented environment.
  • Proactive risk management processes to identify, assess, and mitigate project risks.
  • Vendor billing approvals and monthly timely billing to clients.
  • Ensure that the attendance of all FTEs is placed in the projects meet SLA and sufficient pool of backfills to cover in absence of primary engineers.
  • Succession plans readily available in case of any FTEs resignation or separation.
  • Provide guidance and support to team members , addressing concerns and promoting a positive environment.

Senior Engineer

Flex Technologies
04.2019 - 08.2021
  • Responsible for managing the overall Site IT operations. Ensure day to day effective delivery of IT services to the business and operations.
  • Oversee day-to-day IT operations managing a server, network, IT helpdesk team to ensure effective delivery of IT services to the business and operations.
  • Manage metrics and performance indicators to ensure that the team meets the goals and objectives set.
  • Ensure smooth implementation and post live support of Corporate/regional/site initiatives and projects.
  • Monitor and worked on incidents and requests to support the end users and ensure all the tickets are closed in within the SLA.
  • Review and handle IT requirement for new customer onboarding like HP, Technicolor, Skyworth, Huawei, Motorola, Reliance, Xiaomi and Automotive Projects.
  • Responsible for new project implementation on shop floor and ensure smooth production startup.
  • Closely worked with all other cross function teams on business requirements.
  • Managing overall 1500 Domain computers and 2000 Non-Domain Computers with 8000+ Users.
  • Ensure all the systems are meet the IT Compliance such has Antivirus installed, Encryption, Flexera Inventory software Installed, Windows Patches updated on every month and other company IT Compliance.
  • Identify and evaluate IT issues, provide recommendations and direction for system improvements.
  • Worked with IT Global Service Desk, Network, Messaging, Servers, Backups, CDT and SOC Teams for supports and implementation on site requirements.
  • Responsible for managing the entire IT Assets and follow the scrap process on time for E-Waste.
  • Responsible for IT Hardware and Software Procurements for all projects and business requirements, so closely worked with respective buyer's, vendor and suppliers for procurement process.
  • Doing the on-time bill payment process for all the IT vendors.
  • Handling the Capex and Opex for all IT Projects.
  • Worked with Security team on implement the CCTV Surveillance, Access Door, Proxy door and Access card related support.
  • Implementing the IT Projects such as Video Conference Upgradation, We Present Upgradation for Projectors, VFM Dashboard Implementations on Business Requirements.

Track Lead

HCL Technologies
05.2009 - 04.2019
  • Leading team structured of 40 plus engineers across Asia Pacific and Middle East Africa region and Our Team supports the progression of Client focused on delivering IT Infra support and has a critical role in guaranteeing the continual business operations and proficient IT support planning for progressive business growth.
  • Sound knowledge of Global Support Process for handling IT support.
  • Managing Incident Reported via calls, e-mails and through BMC tool.
  • Ensure sustenance of CSAT above 4.1 on a 5-point scale.
  • Providing work around solution to users and to facilitate the restoration of normal operational service with minimal business Impact
  • Providing the support in Asset Management, Network management, Server Management, Facility Management, Incident and Request Management.
  • Report and review the daily, weekly & monthly performance metrics with the client.
  • Set quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLA's and work processes.
  • Supporting Business Continuity Plan Activities
  • Being a SPOC for customers need to handle escalated calls and ensure to timely response.
  • Identifying major repeated incidents on periodical basis and getting it escalated to appropriate stakeholders.
  • Ensuring minimum downtime on all services as defined in SLA & OLA by monitoring and managing.
  • Conducting the team reviews with the leads and their respective team members.
  • Reducing resource attrition in project by put forwarding employee concerns to HR Team.
  • Replacements of resources are done in applicable notice period ensuring on smooth handover process completion without impacting on customer business.

Technical Support Engineer

Info Service (IBM Exclusive Service Provider).
03.2007 - 04.2009
  • Sound Knowledge of Global Support Process (GSC) for Handling IT support.
  • Knowledge of IBM Tivoli and Remedy tools.
  • Supporting Nokia standard SW Image for Nokia standard Laptops/Desktops.
  • Exposure of all Nokia Software's, Inventory & Asset Management.
  • Configure the E-Mails in Nokia Mobiles.

Technical Support Engineer

Hi Tech Informatics Pvt Ltd.
11.2006 - 03.2007
  • Installation, Configuration and Maintenance of hardware and software
  • Lotus Notes mail configuration in client side.
  • Maintaining windows server 2000/2003.
  • Maintenance & Installation of Network Printers.
  • Maintaining Terminal clients

Customer Support Engineer

Merc Peak Tek Systems
08.2005 - 11.2006

Customer Support Engineer

Sagarika Systems
06.2004 - 07.2005

Education

Bachelor of Computer Applications -

Alagappa University
Chennai, India
12.2015

Diploma in Electronics And Communication. -

P.T.Lee Chengalvaraya Naicker College.
Chennai, India
04.2004

Skills

  • Project Management
  • IT Service Delivery
  • Resource Management
  • Vendor Management
  • Asset Management
  • Project Planning
  • Client Relationship Management
  • Performance Improvement
  • Incident Management
  • Workload Management

Certification

  • Project Management Professional – Fast Track Course Completion.
  • ITIL V3 Foundation Certified.
  • IBM Certified System Administrator AIX 6.1.
  • Microsoft Certified System Administrator MCP.
  • ADNT (Advanced Diploma in Networking Technology) Done in CMS Computers Ltd.

Languages

English
Advanced (C1)
Tamil
Bilingual or Proficient (C2)

Timeline

Service Delivery Manager

Total IT Global
08.2021 - Current

Senior Engineer

Flex Technologies
04.2019 - 08.2021

Track Lead

HCL Technologies
05.2009 - 04.2019

Technical Support Engineer

Info Service (IBM Exclusive Service Provider).
03.2007 - 04.2009

Technical Support Engineer

Hi Tech Informatics Pvt Ltd.
11.2006 - 03.2007

Customer Support Engineer

Merc Peak Tek Systems
08.2005 - 11.2006

Customer Support Engineer

Sagarika Systems
06.2004 - 07.2005

Bachelor of Computer Applications -

Alagappa University

Diploma in Electronics And Communication. -

P.T.Lee Chengalvaraya Naicker College.

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Edwin Joseph A