Gaurav Arora
IT Operations Manager
Bengaluru
Summary
Proven track record as an IT Operations Manager at Shell. Dedicated to ensuring seamless functioning of business applications and services while adhering to Service Level Agreements (SLAs) and maintaining uninterrupted business operations. Extensive 14-year career in IT operations, service management, and network/telecom operations. Strong proficiency in cloud technologies and collaboration solutions. Expertise further validated by multiple certifications, including ITIL v4 Foundation, CCNA, and CCNP Routing & Switching, highlighting capabilities in IT service management, network administration, and problem-solving.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
IT Operations Manager
Shell
Bengaluru
08.2021 - Current
- Ensuring business applications are operated within agreed SLA.
- Preparing a variety of different written communications, reports and documents to ensure smooth operations
- Governing effective service management across Shell Fleet Services (SFS) application
- Effectively monitoring the major incidents (MI's)
- Data Analytics
- Ensuring effective change and problem management processes
- Control & Compliance
- Vendor / Stakeholder Management
- Relationship management
- Service Management
- Configuration Item Owner
- IT Portfolio & Product Management
- Value Generation
- Support in DevOps model to improve on incident resolution
- Collaborate with partner teams to achieve shared objectives, provide strategic insight, and lead continuous improvement efforts in customer service and operations
- Leading the IT Applications along with IT Application support team, that are Shell Fleet Applications - prime, Maintenance, Essential & Consumption service tier
- Analyzing results of Vulnerability scanning, penetration testing and wireless checks etc
- Fast response and execution of operational escalations with business impact
- Evergreening and service quality improvement in strong partnership with other Shell IT functional
- Act as a subject matter expert and assist with complex operational issues and ensure support is delivered against service levels and in line with support models
- Handling a team of IT Operations Engineers
- Developed disaster recovery plans, ensuring seamless continuity of operations in case of unforeseen events.
Service Integration Consultant
Shell
Bengaluru
10.2016 - 08.2021
- Network/Telecom operations for Shell Retail sites (~60K Plus) in APAC and liaising with country specific telecom service providers and third-party stakeholders globally
- Key involvement in project initiation and roll-out stages to meet the security standard technical solutions and as per PCI (payment card industry) compliance
- Plan, organize, direct, control and regularly evaluate the operations of information systems and technical solutions which support shell businesses
- Liaise with all key stakeholders for devising a mitigation plan in case of any Vulnerabilities or Network security threats
- Provide consultancy and advise on technical/supportability for the project management from project contract negotiations till closing
- Meet with businesses to discuss system/solution requirements, specifications, costs, and timelines
- Create HLD and LLD for retail projects in coordination with service providers and control Zscaler changes for grating/blocking access for retail site staff
- Operate relevant PCI DSS controls for markets/countries and systems in PCI scope, ensure controls are embedded and operated effectively, provide required evidence, and participate in audits
- Maintain, review, and approve Network firewall policies, Technical design documentations and network/landscape diagrams
- Chair change advisory (CAB) board and review service impacting changes
- Recruit, supervise, and train new hires and oversee their professional development
Engineer - Cloud TAC
Cisco
Bengaluru
09.2013 - 10.2016
- Handle critical customer incidents, Problems and Changes in collaboration space (Voice and Video networks), being a part of CESM (Collaboration Experiences Services Management) within Cisco Advanced services that provides a full suite of post launch collaboration solution management for large enterprises
- Develop and implement incident and problem action plans; set priorities and resolution activities; ensure delivery of solutions in a timely manner and confer with others on various strategies and action plans for recovery
- Draft network/landscape diagrams, Technical documentations, Support model and Troubleshooting guides
- Monitor all critical components (Routers, Switches, Firewalls etc.) and action all proactive alerts in Orion SolarWinds
- Perform regular health checks for CUCM devices to ensure the department standards of production, timeliness, customer satisfaction and quality are achieved
Network Provisioning
Accenture
Bengaluru
02.2012 - 09.2013
- Review, Interpret and edit designs received from Regions or Sales Engineers and coordinate delivery activities
- Performed all the duties that are necessary to review, edit and police incoming Ethernet requests to ensure they meet our process and procedures and are valid designs
- Oversee daily activities of delivery team and provide direction and guidance as needed
- Perform resource allocations and workload assignments according to delivery requirements
- Managing and interacting with client and different teams for enhancement and improvisation of product
- Plan, prepare and implement troubleshooting methodologies for error and incident resolution
- Prepare methodology as per requirements and work with internal teams as well as external departments for resolution
- Interaction with various carriers including AT&T, Century Link, Level-3, Mega Path etc for timely delivery of loop
- Communicate with engaged teams like Field ops, order managers, delivery manager, and Network Planning etc
- For timely updates to ensure SLA for network delivery is met
- Responsible for training new joiners, evaluating performance and providing feedback
- Share Process updates and best practices with team
- Maintain team data to ensure timely and quality delivery to customer
Network Support
Hewlett-Packard
Bengaluru
07.2010 - 07.2011
- Worked on Networking issues for British Telecom: A Telecom Giant in United Kingdom
- Technical assistance for 60k business critical applications and VPN issues for British Telecom Employees all across the globe
- Provided client support and technical issue resolution via E-Mail, phone
- Facilitated agent data with respect to their reassigned work and guided them to take appropriate actions
- Identified problem in network and resolved it
- Documented all work carried on network
- Provide support for Business related applications
- Prepared presentations for proposals drafted by company and solutions that could be provided for same
- Maintained network on a 24x7 call rotation and resolved almost all networking issues
Education
Bachelor of Engineering (B.E.) - Electronics and Communications Engineering
Visvesvaraya Technological University
Bengaluru 06.2006 - 05.2010
Skills
Information security
Stakeholder communication
ITIL framework
IT service management
Certification
Cisco Security White Belt
Awards
- VP Award for going extra mile to support retail infrastructure
- Star of the Quarter 'Best Performance'
Timeline
IT Operations Manager
Shell
08.2021 - Current
Service Integration Consultant
Shell
10.2016 - 08.2021
Engineer - Cloud TAC
Cisco
09.2013 - 10.2016
Network Provisioning
Accenture
02.2012 - 09.2013
Network Support
Hewlett-Packard
07.2010 - 07.2011
Bachelor of Engineering (B.E.) - Electronics and Communications Engineering
Visvesvaraya Technological University
06.2006 - 05.2010
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