Guru Ravindra

• Responsible for Build, Implement, Change, Support functions as Service Manager for Digital Workplace
• Responsibilities include Lifecycle Refresh, Infrastructure Up-lift, Patching, Service Level Management and System Stability
• Implementation and management of New Age VPN Solutions, Wearing Multiple Hats & Operating as product owner and Scrum Master for multiple squads to coordinate and assist in enhancing digital workplace technology offerings, remote solutions development and day to day service management functions (incident, request, change and problem management processes)
• Organizing for Production Releases (Planned & Emergency) from documentation to execution and business acceptance including knowledge management, communications, process adherence, stakeholder agreement
• Using JIRA for managing, tracking effort and Confluence for maintaining document repository
• Actively participate in security architecture design working groups
• Actively participate in boosting stakeholder confidence and service perception alongside of Employee Engagement
• Engagements include coordinating Business Continuity Rehearsals, Disaster Recovery Exercises, Mentoring, Providing Local Leadership from site perspective, Identifying Automation Opportunities amongst other key day to day activities

Accomplishments and highlights:

• Driving Automation Focus and delivered solutions contributing to ~40% reduction of End User Incidents with Several initiatives so far
• Successfully drove patching of 1000+ windows servers within limited time in view of critical vulnerabilities like Blue keep and Deja blue threats during mid-2019
• Delivered New Age VPN Solution to pilot user base in 6 months’ time
• Year on year reduction in incident volumes thereby delivering significant improvement in Service Stability and Faster Time to Service.

• Primary Responsibilities include all IT – Service Management Functions ensuring Continual Improvement, Service Stability and People Leadership
• Performing service level reporting, publishing and review for all service metrics including state of health review
• Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
• Responsible for execution of all resource management activities for teams distributed across India, Australia and Philippines
• Collaborated with stakeholders to transform client requirements into turnkey solutions.
• Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
• It included staffing, scheduling, task prioritization, task coordination and BAU functions to meet agreed service levels apart from performance management, Orientation of performance goals, mentoring individuals to excel in delivery
• Responsible for management of Problem management processes to identify and fine tune services to reduce number of infrastructure incidents organization wide thereby minimizing functional risks
• Risk Management, Budgeting, In-Country Compliance and Business Continuity for all Service Centers which included India, Australia, Philippines, Indonesia & China
• Regularly working with group executives for understand business priorities and strategize quarterly, half year and annual deliverables
• Developed suggestions for technical process improvements to optimize resources.
• Managed implementation of new technological improvements resulting in increased efficiency.

Accomplishments and highlights:

• Transitioning 25000 machines from Windows 7 to Windows 10
• Coordinating migration of 2500 production servers from VMware to Hyper-V
• Significant Reduction in incident volumes thereby improving service stability and faster time to service
• Absorbing additional workloads like patching (shift left) to reduce cost and operational benefits
• Profound knowledge management system.

• Accountability for development of business continuity unit in Manila – Philippines (BCP)
• Delivery of All Information Technology Service Management functions for Windows Servers
• Responsibly ensuring end to end support to all infrastructure components of HP Arc Sight and McAfee data loss prevention (DLP) solutions implemented in bank including meeting service levels agreements, stakeholder expectations
• Continuously involved in Vendor management with HP and McAfee including license management, service level agreements, product lifecycle
• Managing SSL certificate generation, provisioning and renewal processes for all requirements across bank
• Microsoft System Center Operations Manager Implementation Monitoring, Incident optimization, development of SCOM management packs were key inclusions
• Directly managing team of 15+ high skilled performers across Australia, India and Singapore
• Responsibility to demonstrate people management skills ensuring recruitment, training and mentoring of team members
• Actively documenting development plans, conducting performance discussions, remuneration reviews and team building
• Direct accountable for preparing and communicating service reports to management and stakeholders
• Reports included component level, product level and level availability parameters and state of health checks
• Actively providing recommendations to management for service improvements
• Regularly performing Customer/ Stakeholder management, assessing experience indices and recommending improvement measures

Accomplishments and highlights:

• Key challenge here was to track expiring certificates and prevent high priority incidents due to SSL dependence
• Successfully managed certificate configuration item database and maintained all certificate renewal 90 days ahead of expiry timelines.

• Primary responsibilities include delivery of service and business enhancing tools and processes from inception to incorporation for end user services
• Ensuring Windows 7 upgrade and deployment across bank without impacting BAU
• This includes analyzing and implementing various early life support models aligning with business requirements and stakeholder agreement
• (Early adoption was ring fenced model)
• Roll out plans, deployment schedules and end user communications are managed in this responsibility
• Proactively organizing internal and external trainings for support staff, development and ongoing maintenance of knowledge management tools, developing and aligning existing support processes with new support requirements – all in accordance with technology strategy
• Responsibility to document, manage platform defects and environmental defects by closely monitoring, resolving and escalating where necessary
• Taking 100% Accountability Successfully Transitioned 3 New Businesses incorporated by ANZ, VDI Infrastructure, FIM 2010 Infrastructure, Windows 7 Infrastructure, Upgrading Windows Servers from 2K3 to 2K8/ 2010, amongst 800+ other applications to End User Services Business Service Division of Bank

Accomplishments and highlights:

• End to End delivery of Remote Control Tool for Service Desk was1st independent project from delivery perspective
• 2nd Project was Automation of Password Reset Calls for Service Desk within 6 months
• This delivery contributed in monthly reduction of over 25000 password reset calls to service desk
• Developed support skill matrix for entire service desk staff
• Successfully drafted and presented service catalogue of all services offered by global end user services function
• Service desk cost optimized from 1.9 AUD/ call to 1.1 AUD/ call
• Received outstanding performer award to demonstrating mature service transitioning capabilities.

• Involved in troubleshooting issues with desktops, servers, end user applications and systems such as UNIX, Tandem, Mainframe, GFX, Blackberry, Printers, Outlook, Profiles, Mailboxes, PeopleSoft
• Using tools like Active Directory, Procmon and Netmon
• Assisting line manager in matters of escalation and providing business support functions
• Designed and maintained consistent data collection protocols and standards across numerous databases and projects.
• Managing Incident management team when presented with opportunity and participating in several technology transitions
• Acting as BCP coordinator for technology process
• Training new staff with technical skills, creating, managing training and process documentation
• Actively working with knowledge management tools
• Taking Ownership in cases of customer escalations and improving customer satisfaction
• Actively Providing On Call/ After Hours support.