Kumar Vaibhav
Greater Noida West
Summary
Seasoned Associate General Manager with a proven track record at HCL Technologies Ltd., specializing in Service Delivery Management and fostering robust customer relationships. Demonstrated expertise in driving operational excellence and team performance, achieving significant service level enhancements. Renowned for strategic risk management and innovative solutions in IT infrastructure.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Associate General Manager
HCL Technologies Ltd.
Noida
09.2007 - Current
- Owning responsibility for end-to-end management of IT Infrastructure with the position of Global Service Delivery Manager for extensive team strength with the head count over 300 ideapreneurs supporting round the clock and 365 days spanning across the globe
- Service Delivery & Operations Management from Offshore, DR Site and Onsite for all the tracks & towers falling under Data Centre Operations, End User Computing, Cross Functional Services
- Client handling for BAU Operations, delivery and strategic governance through various schedules and structural governance calls as per contractual agreements (ie
- Monthly Ops review & Governance calls and Quarterly Steering Committee meetings) in coordination with organizational leadership
- People management and team handling through organizationally defined hierarchical structure maintaining the level pyramids and ensuring the optimum utilization of resources
- Enablement and upskilling of team resources with prime focus on the individual connects being in line with their aspirations and future growth
- Program Management/ Project Managements for additional business prospects within same engagements or outside associates
- Financial managements to ensure expected P&L outputs from budgeting till revenue generation & expenditure controlling
- Vendor management & Third-Party Service Management for various Infrastructure procurements and associated Maintenance contracts and License managements
- Procurements of Infrastructure, Maintenance contracts & Services along with negotiations to ensure optimized pricing with desired service level agreements in line with back-to-back SLAs/KPIs
- Contract Management along with defining Scope of work to ensure all required deliverables are well under radar of review and getting audited timely as per organizational guidelines
- IT operational support and client interface for purpose of administration, trouble resolution, systems management and technical consultation
- Implementation, Operation and Support of IT Infrastructure, Application infrastructure services
- Business Engagement with Cross Functional teams to understand and analyze the user requirements and either suggests workarounds or to conceptualize the development of new applications, Replications of best practices in co-ordination with senior management & customers
- To ensure Processes adherence and compliance in IT services, application support, network & Infrastructure Services & support and Security services
- To highlight the deviation to the relevant stakeholders and ensuring the timely follow up actions
- Task and resource scheduling and allocation among team members
- Hold frequent review meetings/ discussions to discuss project progress with Strategic Partners
- Guide teams & co-ordinate with Business IT team for troubleshooting/ resolving user queries & requirements with respect to standardized applications
- Ensuring all ITIL process implementations such as Incident Management, Change Management, Problem Management, Asset Management
- Conduct & Improving Periodic Audit ratings/ posture by conducting performance evaluations and quality analysis to keep the operations running smoothly
- Planning Daily IT support activities through Remedy/ Service NOW (Incident cases and Work Order Management) & Heading an Operational Engineers Team (Allocation of Task & Shift Management) for operations
- Manage IT infra-structure & monitor up-gradation along with ensuring Business Process Continuity
- Responsible for team members up gradation, their KRA’s and KPI’s
Sr. Network Engineer
Alcatel-Lucent
Gurgaon
02.2006 - 09.2007
- Company Overview: Client: Alcatel Development India, Parent Company: Accel Frontline Pvt Ltd
- Leading the team to provide the network management to major corporate clients
- Responsible for any operational & technical escalation from L1 engineers or customers
- Designing & configuring the Customer network to ensure the maximum uptime of their network
- Ensure the day-to-day calls of all customers should be attended properly & closed towards customer satisfaction
- Coordinating with various vendors for providing the maximum uptime of Leased Line circuits, ISDN Lines
- Provide the monthly SLA & Network Management Reports to the customer
- Implementation of network in and between the different buildings of Alcatel Development India (ADI) with Cisco and Alcatel brand of products (L-2 & L-3 Switches and Routers) along with authentication
- Data Centre building and management with active participation into design and infrastructure
- Co-ordination with various vendors to ensure the quality work done on time
- Co-ordination with team members across buildings to ensure smooth functioning of operations
- Maintained the network to achieve maximum up time and reliability as per audit requirement
- Adhere to the agreed SLA with the customer
- Exploration of new efficient and cost-effective products and services for ADI
- Client: Alcatel Development India, Parent Company: Accel Frontline Pvt Ltd
Network Engineer
Krishana Computers and Peripherals
12.2002 - 02.2006
- Responsible for the management Desktop Support, handling daily IT supports activities (User Level Problems) through HP-OV (Incident and Work Order Management)
- Undertaking activities pertaining to Administration of Windows 2003 Active Directory Structure with more than 1500 users and 700 Computers
- Providing LAN / WAN connectivity for Offices / Stores / Mini-Stores through Cisco / Juniper Devices
- Configuring VLAN and access control lists for Nortel & Cisco Devices
- Configuring and maintaining the Cisco Routers and Nortel, Avaya Switches and taking Periodic Back-ups
- Handling maintenance & upgradation of LAN / WAN equipment & bandwidth management
- Executing all tasks pertaining to management / planning / support of Infrastructure and application at local / Zonal level in terms of E1 / Infra Devices
- Managing Dynamic disk / RAID and Disk Quota management on Windows servers
- Following Backup Adherence for File Servers and other Application Servers
- Involved in implementation & administration of Antivirus (Trend Micro), WSUS, DCs, ADC etc
- Coordinating with Vendors for Media / Wireless Issues and to resolve various networking issues
- Consistently sustaining the uptime as per SLA month on month for the Email Server (Exchange), Virus Security Server (Trend Micro), Document Management Server (DMS), Data Storage Server (NAS), Domain Server (ADS), WSUS, etc
- Maintaining the IT Audit Records to represent IT Dept
- (User Creation Forms, No Dues IT, Backup Reports) for quarterly Audits
- Handling all functions of project single handedly
Education
B. Tech. - ECE
JRN University
Udaipur3 Year Diploma -
DN Polytechnic
MeerutSkills
- Service Delivery Management
- Operations & Project Management
- Data Center/ Asset Management
- End User Computing
- Network Management
- ITIL Process with Service Level & KPI Management
- Risk Management
- Performance Review & Team Building
- Customer Relationship Management
- Budgeting & P&L Calculation
- Billing Structure Design
- Revenue Leakage Identification
- New Business Development
Certification
- Cisco Certified Network Associate (CCNA)
- Cisco Certified Network Professional (CCNP R&S exam)
- Microsoft Certified Professional in Win NT (Win NT Server, Workstation, Network Infrastructure), and Win 2K3 Server
Awards
- Letter of Appreciation, 2008, For dedicated work from the organization presented by the customer (Cisco).
- O2 league of extraordinary performers, 2008 & 2009
- Outstanding Performer, 16 years of assessment & appraisals
- HCL Jewel Gold Club Member, 2010
Personal Information
Date of Birth: 10/15/79
Careersummary
22 Years of Experience in IT Infrastructure, Service Delivery, Operations Management, Data Networks, Data Center Operations, End User Computing, Data Center Transformation, Disaster Recovery Management, Cyber Security, HCL Technologies Ltd., Noida, Associate General Manager, 09/01/07
Affiliations
- I like to play chess
- I like to visit various places across the country
- I like to organize and participate in various cultural events
Languages
Hindi
First Language
English
Proficient (C2)
C2
Accomplishments
Awarded a Letter of Appreciation for the dedicated work from the organization, presented by the customer during their visit to India in 2008
Member of the O2 League of Extraordinary Performers for the years 2008 and 2009
Consistently rated among the top rankers (Outstanding Performers) over a span of 16 years of assessments and appraisals with the organization
HCL Jewel Gold Club member for three months of the year 2010
References
References available upon request.
Timeline
Associate General Manager
HCL Technologies Ltd.
09.2007 - Current
Sr. Network Engineer
Alcatel-Lucent
02.2006 - 09.2007
Network Engineer
Krishana Computers and Peripherals
12.2002 - 02.2006
B. Tech. - ECE
JRN University
3 Year Diploma -
DN Polytechnic
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