Isaac Gunasekaran

25+ years of IT Infrastructure Service Management and Datacenter management
Certified ITIL Expert, PMP( Project Management Professional) and Six Sigma Green Belt
Experience in managing all the ITIL processes with excellent hold on Technology

• Managerial Certifications: ITIL Expert (Exin), Project Management Professional (PMI.org) and Six Sigma Green Belt
• Technical Certifications: MS Azure Cloud (AZ-104) Administrator, AIX-UNIX Administration for P-Series, Microsoft Certified Professional on Windows Servers, and BMC Certified in Enterprise tools

• Consistently met Revenue and Profitability targets through proper Trajectory planning and driving.
• Improved Gross Margin from 12.5% to 47% within 1 year without compromising the deliverables
• Samurai Award from client for delivery quality and consistently meeting the program timelines.
• Handled Senior Client stakeholders and Vendors spanning across 77 countries with Excellent CSAT
• Implemented governance to improve metrics for build, transition and run. This has moved overall delivery to Green (DMI to 85%) & CSAT above 6 out of 7
• Initiated SIP Portal and implemented 150+ Improvements to realize 1.2 million USD. This includes Gen AI themes on Cause analysis, Operational Improvement and MTTR improvement.
• L1 and L1.5 tickets automation via DevOps pipeline to save 50+ FTE efforts month on month.
• Saved 1 million USD in the last 1 year through Shift left, Automation and Farming
• Exceeded Profitability and Revenue targets by fine-tuning overhead costs, pyramid optimization and delivery transformations
• 40+ FTEs addition in 18 months from organic growth which includes 4 new business leads
• 30% Effort reduction achieved through automation and service improvement.
• Maintained less than 5% attrition rate year on year through goal focused discussions
• Lead and completed discovery and transition for a client from UK adding 4 million IT-Infra Business.
• SLA percentage increased from 95% to 99.25% resulted in penalty savings and high availability.
• Implemented CMMI Level 5 standards and cleared Corporate Audit with no observations.
• Participated in multiple bids right from proposal to closure.
• Executed successful BCP during Chennai flooding the SLAs, Award received from management.
• Promoted within 18 months for exceptional performance.
• Implemented 18 months of Best Practices and Implemented Delivery Governance, Improved Transition Process, SIP Portal and Automation Initiatives.
• Implemented PCI DSS Standards for a Large Infrastructure.

Wipro – Sr. Delivery Manager

• Samurai Award from the client directly
• Best Persona - Operational Resilience and Transformation

CGI - Manager Consulting

• Best People Manager
• CORONA - "Best team award" Twice,
• “WE CARE” Award for Delivery transformations,
• ARGO Award for Successful Transition, Leading Contributor for Innovation Summit

IBM - Technical Services Manager

• Best People Manager – Hall of Fame

COGNIZANT - Operations Manager

• Service delivery Excellence Award
• Associate of the year
• Associate of Quarter twice
• Leadership Excellence for Delivery Transformations

Technical Skills : 

• Working knowledge in Cloud (MS Azure & AWS), Server management, Network, compute, Storage, Intune, Conditional Access, O365 and Cloud Security
• Managed Data Centres based in of US and UK by providing hosting support for Operating Systems (Unix and Windows), Database, Messaging, ESM Tools, Command Centre management and Backups
• Extensive experience in Event Management and CMDB tools Design, Setup and Automation
• Excellent knowledge in Automation tools like Gen AI, Service Theatre, Automation Anywhere, Panorama 360 and Blue Prism.

Process : 

• Transformed ITIL to Agile and Scrum ways of working by designing POD delivery in Wipro
• Contributed to designing and implementing Global Delivery Framework in IBM
• Managed all the ITIL Process including Incident, Problem, Change, Request fulfilment, Capacity, Availability, CMDB, SD and Security & Compliance.
• Designed and implemented Delivery Excellence process in CGI
• Represented and cleared multiple Security Audits including PCI DSS and Corporate Audits