Jothimani Sundaramoorthy
Hyderabad, Telangana
Summary
A dynamic professional with 23+ years of experience in managing business IT Infrastructure operations to facilitate achievement of organizational objectives and ensure profitability.
Skilled in managing IT service operations with key focus on defining Account & Customer SLAs / Metrics. A keen planner, strategist & implementer having gained a comprehensive experience in numerous quality improvement projects from diverse domains. Skillful in managing overall functions of Day-to-day operations. An effective leader with distinguished abilities in managing & leading multi-cultural teams so as to run successful process operations.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Sr. Service Delivery Manager – Dedicated & Leveraged Accounts (Banking, Automobile & retail Customers)
Hitachi Vantara
Hyderabad
10.2021 - Current
- Responsible for Account Delivery Management for Dedicated Storage portfolio
- Improve the operational systems, processes, and policies in support of organizations mission
- Scope also includes define & meet the SLAs, Key Metrics like KPIs and finance targets
- Driving Efficiency across the accounts & enabling the team to provide more value-add services to the customers
- Initiating more Automation projects and reducing Human efforts
- Also, part of running the Risk Mitigations, Quality Analysis projects
- Play a significant role in long-term planning, including an initiative geared toward operational excellence
- Managing staff groups and costs of contract employees and work with the Account team
- Plan and schedule technical trainings to multi-skill employees on more than one technology
- Plan promotions and career progression for deserving team members
- Drive, participate and coordinate for ISO20k and 27k Audit
- Sustain and improve the client NPS score
- Ensure adequate and appropriate resources are available during BCP (business continuity process) situation
- Monthly Service delivery review with Account Delivery Manager and Customer
- Drive effective problem management by eliminating repeated service issues - through detailed problem investigations, root cause analysis and structural changes to production services
- Drive and maintain availability of production services and mitigate unplanned interventions through proactive initiatives
- Instrumental in interviewing and recruiting new resources
- Additional role: Automation Lead for GDDC centre (Hyderabad and Malaysia)
- Driving task-based Automation for repetitive tasks and improving the efficiency and error free delivery
- Driving automation for New offering
- Part of GenAI Initiatives
Sr. Service Delivery Manager – Dedicated & Leveraged accounts (Banking, Telecommunication and retail Customers)
DXC.Technology (Prior: Hewlett Packard Global Soft (HPGS)
08.2010 - 10.2021
- Responsible for Account Delivery Management for Two dedicated and Seventeen Leveraged Customers on Backup & Storage portfolio
- Improve the operational systems, processes, and policies in support of organizations mission
- Scope also includes define & meet the SLAs, Key Metrics like KPIs and finance targets
- Driving Efficiency across the accounts & enabling the team to provide more value-add services to the customers
- Play a significant role in long-term planning, including an initiative geared toward operational excellence
- Managing staff groups and costs of CWF employees and work with the Account team
- Plan and schedule technical trainings to multi-skill employees on more than one technology
- Plan promotions and career progression for deserving team members
- Drive, participate and coordinate for ISO20k and 27k Audit
- Sustain and improve the client NPS score
- Review and conduct yearly performance appraisal
- Monthly Service delivery review with Account Delivery Manager and Customer
- Drive effective problem management by eliminating repeated service issues - through detailed problem investigations, root cause analysis and structural changes to production services
- Drive and maintain availability of production services and mitigate unplanned interventions through proactive initiatives
- Instrumental in interviewing and recruiting new resources
- Additional role: Service line lead for Aerospace defence and Manufacturing Industry (ADM)
- Managed 10 Customers and responsibility for end-to-end delivery for ITO and Cloud
- Improve the Operational systems, processes and policy in support of Organization mission
- Meeting goals and targets for ADM Industry
- Cost reduction through Diamond program (Migrating Onsite role to offshore and LPI improvement through Infusing New College grad (NCG))
- Additional role: Community of Practice lead (COP) for Storage portfolio
- Implementing best practice / High performance handbook across Storage delivery
- Review new deal solution and provide the inputs for winning the bid
- Building the new capability by leasing with DXC partners (Dell EMC, Pure, Netapp and Brocade)
- Define and Improve the BIC KPI
- Identify EOL and EOSL CIs for all accounts supported and identify the opportunity for Delivery lead growth (DLG)
- Developing upskilling, Cross skilling and Muti skilling charts and Certifications
Technical lead
DXC.Technology (Prior: Hewlett Packard Global Soft (HPGS)
05.2005 - 07.2010
- Managed the leveraged and dedicated Backup accounts
- Shouldered responsibility of managing and mentoring team for day-to-day activities and tasks for Backup
- Pivotal in streamlining processes and procedures for various management functions of storage operations, laying-down work instructions for all the tasks and activities performed
- Accountable for preparing shift plan; responsible for ensuring meeting of SLA for all tasks assigned to Storage Operations & the Business Support Team
- Significantly contributed to sending various reports such as Daily Job Count Report, Daily / Weekly / Monthly Backup Jobs Report, Media Availability Report, Infrastructure Dashboard Report, etc.; created process documents
- Efficiently handled all daily / weekly / month-end backup jobs on Data Protector, Networker and NetBackup
- Successfully monitored and troubleshoot failed backups as well as infrastructure issues of Libraries such as MSL, ESL and StorageTek
- Driven the continual service improvement for Backup accounts
- Involved in the transition for new accounts
- Prepared & implemented shift schedule for the team on monthly basis and dashboards for Executives
System Engineer
Wipro Info Tech Pvt Ltd
Chennai
04.2005 - 05.2005
- Providing onsite support at Data centre for Window NT/2000 Servers and Network Devices
- Established a Primary and Secondary DNS Server using Microsoft Windows 2000
- Installed the Cisco 7200 Series routers, 6500 Catalyst Switches and Catalyst 7940 Series
- Monitoring the network performances
- Talishma E-Mail management for all kinds of Support like User Creation, Monitoring Incoming/Outgoing mails and troubleshooting
- Microsoft Outlook Management and Support, creating user accounts in Microsoft exchange server and Configuring Microsoft outlook mail on desktop and trouble shooting
- Implementation of Backup and Restore of all server’s data including database backup with Veritas Backup Utility connected with Dell DLT Autoloader 120/122T and IBM LTO Tape Library
- Supported more than 500 Desktops, 30 Laptops for 650 users onsite
System Engineer
Nebula Computers Private Ltd (Wipro Franchises)
Chennai
08.2001 - 04.2005
- Administered activities related to System Administration including Windows 2000 and clients
- Instrumental in troubleshooting hardware issues, mail client issues, tape backups, network-related issues, escalated issues, documentations, etc
Education
Bachelor of Engineering - ECE
Madras University
Chennai2001
Skills
- Strategic planning
- Transition management
- Budgeting and cost control
- Process analysis and mapping
- Resource optimization
- Service delivery
- Team leadership
- Operational excellence
- Risk management
Certification
- Information Technology Infrastructure Library (ITILV3).
- Cisco Certified Network Associate (CCNA).
- Microsoft Certified Professional (MCP) in Windows 2000.
- HPE Data protector Certification.
Accomplishments
• Received the platinum Award for the highest level of Service for BMW Customer (Hitachi Vantara).
• Received the platinum Award for the successful transition for BMW Customer (Hitachi Vantara).
• Received the Night on the town award for the successful ISO20K audit (Hitachi Vantara).
• Received the Night on the town award for the successful support given from Nomura Customer place during Hitachi Incident (Hitachi Vantara).
• Best Manager Award received from FY12Q4, FY15Q4 and FY16Q2 (Hewlett Packard).
• NGDM Accelerator Award received from HPE Enterprise Service (Hewlett Packard).
• Best Hiring Manager Award (Hewlett Packard).
• TOP Gun Award for outstanding performance (Hewlett Packard).
• Performed the following additional Roles Account Champion, Lamborghini lead (70E+30A), Bionix Lead and ITO Hiring Lead for Backup and Storage
• Received the platinum Award for the successful transition for BMW Customer (Hitachi Vantara).
• Received the Night on the town award for the successful ISO20K audit (Hitachi Vantara).
• Received the Night on the town award for the successful support given from Nomura Customer place during Hitachi Incident (Hitachi Vantara).
• Best Manager Award received from FY12Q4, FY15Q4 and FY16Q2 (Hewlett Packard).
• NGDM Accelerator Award received from HPE Enterprise Service (Hewlett Packard).
• Best Hiring Manager Award (Hewlett Packard).
• TOP Gun Award for outstanding performance (Hewlett Packard).
• Performed the following additional Roles Account Champion, Lamborghini lead (70E+30A), Bionix Lead and ITO Hiring Lead for Backup and Storage
Trainings
- Leadership and Team Building Training in Pegasus Institute of Excellence, Bangalore.
- Manager Excellence Training.
- Microsoft Azure.
- Microsoft Copilot Studio.
- Basics of Agile and Scrum.
- PMP.
Additional Qualification
Advanced Diploma in Hardware and Networking.
Timeline
Sr. Service Delivery Manager – Dedicated & Leveraged Accounts (Banking, Automobile & retail Customers)
Hitachi Vantara
10.2021 - Current
Sr. Service Delivery Manager – Dedicated & Leveraged accounts (Banking, Telecommunication and retail Customers)
DXC.Technology (Prior: Hewlett Packard Global Soft (HPGS)
08.2010 - 10.2021
Technical lead
DXC.Technology (Prior: Hewlett Packard Global Soft (HPGS)
05.2005 - 07.2010
System Engineer
Wipro Info Tech Pvt Ltd
04.2005 - 05.2005
System Engineer
Nebula Computers Private Ltd (Wipro Franchises)
08.2001 - 04.2005
Bachelor of Engineering - ECE
Madras University