Juby Johny
Technical Service Manager
Bangalore
Summary
Technical services expert with strong background in managing and optimizing complex systems. Demonstrated ability to lead teams, deliver reliable solutions, and adapt to evolving requirements. Skilled in troubleshooting, customer support, and project management. Known for fostering collaboration and achieving measurable results.
Overview
24
24
years of professional experience
7
7
Certifications
Work History
Technical Service Manager/Squad Leader
Kyndryl
08.2018 - Current
- Established strong relationships with key clients through regular communication and on-site visits, promoting trust in our services and fostering long-term partnerships.
- Reviewed customer feedback to identify potential shortcomings in our service offerings, making necessary improvements to enhance overall client experience.
- Coordinated after-hours emergency support for clients experiencing critical system failures, minimizing potential revenue loss due to downtime.
- Led cross-functional teams on complex projects involving multiple stakeholders, ensuring smooth coordination between all parties involved for timely completion of objectives.
- Mentored junior technicians in advanced troubleshooting techniques, increasing their problem-solving abilities and empowering them to resolve issues more efficiently.
- Enhanced operational efficiency by streamlining processes and improving communication between departments.
- Provided expert guidance on product installation, configuration, and usage to clients, ensuring seamless integration with their existing systems.
- Created detailed documentation outlining best practices for common technical issues faced by customers, simplifying future resolution efforts for both internal staff members and clients alike.
- Reduced downtime for clients by developing proactive maintenance strategies and implementing preventative measures.
- Improved customer satisfaction by providing prompt technical support and troubleshooting for complex issues.
- Managed a team of technicians, ensuring timely resolution of service requests and maintaining high-quality standards in all work performed.
- Developed tailored training programs to address individual skill gaps, resulting in improved performance across the entire squad.
- Mitigated potential risks during missions by conducting thorough risk assessments prior to deployment, ensuring proper safety measures were established beforehand.
- Maintained high morale within the squad by fostering a positive and supportive work environment.
India Subject Matter Expert(ISME)
Kyndryl /IBM
01.2015 - 07.2018
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
- Achieved high levels of client satisfaction by providing expert consultations and personalized solutions.
- Served as the Technical Owner for IBM Security Standards(Tech Spec), overseeing compliance and implementation.
- Delivered technical training for SMEs, and conducted technical interviews for team hiring and skill evaluation.
- Acted as ISME for the Wintel Team, resolving complex technical issues across multiple IBM, Kyndryl accounts.
- Led successful migrations of Windows 2003, 2008, and 2012 clusters to higher versions, with zero customer impact.
- Participated in and led complex migration projects with critical business impact.
- Developed and enforced work procedures aligning with IBM, Kyndryl, and client standards, and strategic goals.
- Managed employee development by coordinating training programs and identifying skill enhancement needs.
- Provided statistical and performance feedback, coached team members, and conducted performance reviews.
- Collaborated with HR in candidate screening, interviewing, scheduling, and hiring processes.
- Built strong partnerships with internal stakeholders and external vendors to support service delivery.
- Spearheaded end-to-end support and administration for Windows Server and VMware environments.
- Managed environments, including Windows Servers, ESXi servers, vSphere, and vCenter.
- Provided Level 3/4 support, analysis, and resolution planning for complex infrastructure issues.
- Troubleshot and resolved issues related to server upgrades, patching, and vCenter Update Manager.
- Handled performance monitoring and tuning of VMware servers and virtual sessions; managed virtual machines.
- Executed VM migrations using vMotion and sVmotion across data centers.
- Ensured technical solutions were optimized for performance, reliability, scalability, and business continuity, following industry best practices.
- Led troubleshooting and escalation management for VMware issues, documenting incidents for future reference.
Account Subject Matter Expert (ASME)
Kyndryl /IBM
06.2012 - 06.2018
- Competent & technically astute professional offering experience in overall IT infrastructure management entailing Server Configuration & Maintenance, OS Upgrades, Blade Servers & Enclosure, VMWare system operations and Infrastructure, HPSA.
- More than 20+ years of rich experience in Windows server methodologies, performance tuning, storage & memory management, maintenance, and troubleshooting − adept in managing large scale projects including enterprise class deployments of VMware technologies.
- Well versed in Server Performance Monitoring & Analysis, Disaster Recovery Management, Technology Support, Technical Troubleshooting, Server Hardware Maintenance and Upgrade of Server Operating Systems - adept in managing the entire facility/ infrastructure setup & maintenance.
- Demonstrated problem analysis & resolution skills with the ability to lead technical support operations - supported servers, blade servers, blade enclosures and VMware vSphere products for global clients and for multivendor servers like IBM and Dell servers.
- Proficient in Active Directory deployment as well as maintenance on larger production environment.
- Effective leader, trainer, and team builder with excellent motivational & mentoring skills to sustain growth momentum to realize peak individual performances.
- Excellent temperament to multi-task and coordinate various activities under pressure and time constraints.
Network Support Lead
RMESI
06.2011 - 05.2012
ITO Svc Delivery Cons III-b
Hewlett-Packard Global soft Pvt Limited
05.2010 - 05.2011
Technical Services Professional
IBM India Pvt Ltd
07.2008 - 04.2010
IT Administrator
PHD FZ-LLC
10.2007 - 07.2008
System Administrator/IT Trainer
Sanisoft Information Technologies
08.2005 - 09.2007
Faculty/System Administrator
IACM
01.2004 - 06.2005
System Administrator
Indiaoptions.com
07.2003 - 12.2003
System Administrator
Logic Software Solutions
01.2002 - 06.2003
Education
Diploma - Computer Science
Karnataka State Board of Technical Education and Training
Bachelor - Computer Application
Sikkim Manipal University
Skills
Architecting system solutions
Certification
MCT - Microsoft Certified Trainer
Location - City
Bengaluru
Timeline
Technical Service Manager/Squad Leader
Kyndryl
08.2018 - Current
India Subject Matter Expert(ISME)
Kyndryl /IBM
01.2015 - 07.2018
Account Subject Matter Expert (ASME)
Kyndryl /IBM
06.2012 - 06.2018
Network Support Lead
RMESI
06.2011 - 05.2012
ITO Svc Delivery Cons III-b
Hewlett-Packard Global soft Pvt Limited
05.2010 - 05.2011
Technical Services Professional
IBM India Pvt Ltd
07.2008 - 04.2010
IT Administrator
PHD FZ-LLC
10.2007 - 07.2008
System Administrator/IT Trainer
Sanisoft Information Technologies
08.2005 - 09.2007
Faculty/System Administrator
IACM
01.2004 - 06.2005
System Administrator
Indiaoptions.com
07.2003 - 12.2003
System Administrator
Logic Software Solutions
01.2002 - 06.2003
Bachelor - Computer Application
Sikkim Manipal University
Diploma - Computer Science
Karnataka State Board of Technical Education and Training
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