Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kunj Kesar Priyank

Noida

Summary

Proven leader in IT infrastructure and delivery management, adept at driving operational efficiency and enhancing customer satisfaction. At HCL Technologies LTD, I spearheaded initiatives that streamlined processes, significantly improved service delivery, and fostered strong client relationships. Expertise in financial management and team leadership ensured project success and exceeded business goals.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Group Operations Manager

HCL Technologies LTD
02.2015 - Current
  • Accountable for delivering Managed Services for Global Clients
  • Accountable for managing SLA, Develop and enforce infrastructure standards e.g., policies, procedures, processes, architecture
  • Ensuring Service Level Agreement are met always during delivery of service and technical solution provided and ensured that it meets contract specifications including systemic corrective action plan and its implementation in case of any deviations
  • Managing day to day delivery and operations management
  • Developed and managed annual budgets with continious efforts on reduction of operation cost and improving margin
  • Conducted monthly variance analysis to identify deviations from budget and provided actionable insights to senior management
  • Implemented cost control measures and budgetary constraints to manage expenditures effectively, achievening a considerable reduction in budget overruns
  • Conducted profitability analysis to identify key drivers of margin performance and implemented key measures to enhance gross margins
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Increased profit by streamlining operations.
  • Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
  • Maintained proper staffing levels to guarantee timely and accurate deliveries.
  • Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
  • Managed third-party contracts to drive delivery of required services.
  • Manage stakeholder’s interests within system and ensure prioritization meets with business areas requirements and company strategy
  • Developing and implementing overall set of service assurance processes
  • Ensured and provided management support in ensuring quality and improving service levels through proactive identification of problem trends and causes which impacts delivery of Services
  • Manage third-party contracts to drive delivery of required services
  • SoW Discussion with Customer and Legal Teams
  • ITIL process implementation/adherence with the help of Process Leads
  • Ensure knowledge retention via SOP's, Runbooks, KB's
  • Resource management & Utilization, Attrition control
  • Handling Daily, Weekly and monthly review’s and governance meetings
  • Handling escalations and providing support in handling critical incidents
  • Ensure consistent and integrated implementation of service initiatives across customer segments and business units.
  • Deliver total business solution on time and within budget
  • To ensure customer delight by Planning and development of CSI & Value Add, Infrastructure betterment and stability
  • Understanding and coordinating client’s IT Infrastructure requirements and consulting with technical team for providing solutions in adherence to delivery schedules
  • Structured client meetings for better communication between teams and client
  • Build and manage various on-site/ off-site teams and direct all related People/ Process and Technology Competencies and work closely with Technical CoE Leads
  • Manage relationship with client organization ensuring a continuous high quality and availability of service delivery in full compliance of guidelines and exceeds customer expectations
  • Manage & deliver overall Customer & Employee Satisfaction
  • Effectively monitor, control and support infrastructure service delivery ensuring all agreed methodologies and procedures are followed
  • Focus on project opportunities and transformation initiatives
  • Manage Data Center contracts and security & Audit standards.
  • End to End Project management for New Infra device and service implementation.

Sr Storage Administration

CSC
01.2014 - 02.2015
  • Involved in project transition from onsite to offshore.
  • Involved in creating process and Architecture documents and handover to steady state.
  • Ensured Storage system performance and proper administration of hardware and software components and monitoring of environment
  • Initiate Service improvement plans and Risk mitigation actions
  • Managing Storage administration, capacity planning, tuning, and architecture design for all systems under support
  • Lead and present technical solution (e.g POC) and underlying business requirements that drove its development
  • Performed documentation of systems, like SAN design, SOP of various activity, process design, upgrade plan, operational history, and patches
  • Implementing new storage hardware, following all internal processes for hardware procurement, installation, configuration, testing, and operational turnover
  • Involved in Automation to reduce and minimize the manual & repetitive works
  • Conduct Technical trainings and KT of environment to new-joiners
  • Storage Administration of EMC VNX, DELL Compellent SC8000, & MD3200 involving architecture, best practices, storage provisioning and migration.

Storage Administration

IBM India Pvt Ltd
01.2011 - 01.2014
  • Accountable for delivering Managed Services for Global Clients
  • Accountable for managing SLA, Develop and enforce infrastructure standards e.g., policies, procedures, processes, architecture
  • Ensuring Service Level Agreement are met always during delivery of service and technical solution provided and ensured that it meets contract specifications including systemic corrective action plan and its implementation in case of any deviations
  • Managing day to day delivery and operations management
  • Developed and managed annual budgets with continious efforts on reduction of operation cost and improving margin
  • Conducted monthly variance analysis to identify deviations from budget and provided actionable insights to senior management
  • Implemented cost control measures and budgetary constraints to manage expenditures effectively, achievening a considerable reduction in budget overruns
  • Conducted profitability analysis to identify key drivers of margin performance and implemented key measures to enhance gross margins
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Increased profit by streamlining operations.
  • Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
  • Maintained proper staffing levels to guarantee timely and accurate deliveries.
  • Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
  • Managed third-party contracts to drive delivery of required services.
  • Manage stakeholder’s interests within system and ensure prioritization meets with business areas requirements and company strategy
  • Developing and implementing overall set of service assurance processes
  • Ensured and provided management support in ensuring quality and improving service levels through proactive identification of problem trends and causes which impacts delivery of Services
  • Manage third-party contracts to drive delivery of required services
  • SoW Discussion with Customer and Legal Teams
  • ITIL process implementation/adherence with the help of Process Leads
  • Ensure knowledge retention via SOP's, Runbooks, KB's
  • Resource management & Utilization, Attrition control
  • Handling Daily, Weekly and monthly review’s and governance meetings
  • Handling escalations and providing support in handling critical incidents
  • Ensure consistent and integrated implementation of service initiatives across customer segments and business units.
  • Deliver total business solution on time and within budget
  • To ensure customer delight by Planning and development of CSI & Value Add, Infrastructure betterment and stability
  • Understanding and coordinating client’s IT Infrastructure requirements and consulting with technical team for providing solutions in adherence to delivery schedules
  • Structured client meetings for better communication between teams and client
  • Build and manage various on-site/ off-site teams and direct all related People/ Process and Technology Competencies and work closely with Technical CoE Leads
  • Manage relationship with client organization ensuring a continuous high quality and availability of service delivery in full compliance of guidelines and exceeds customer expectations
  • Manage & deliver overall Customer & Employee Satisfaction
  • Effectively monitor, control and support infrastructure service delivery ensuring all agreed methodologies and procedures are followed
  • Focus on project opportunities and transformation initiatives
  • Manage Data Center contracts and security & Audit standards.
  • End to End Project management for New Infra device and service implementation.

Education

B.Tech: Electronics And Communication

SMVDU
2010

Skills

  • Delivery Management
  • Operations Management
  • Financial Management
  • P&L management
  • Budgeting and forecasting
  • Customer Management
  • People Management
  • Vendor Management
  • Risk Management
  • Operational Efficiency
  • Customer Satisfaction
  • Process and Procedure Refinement
  • Client Relationships
  • IT Infra Support
  • Team Management
  • Automation

Certification

  • ITIL V3
  • Brocade BCFA Certified
  • AWS Certified Solutions Architect - Associate
  • Nutanix certified professional – Hyper Converged & MCI
  • EMCISA Certified

Timeline

Group Operations Manager

HCL Technologies LTD
02.2015 - Current

Sr Storage Administration

CSC
01.2014 - 02.2015

Storage Administration

IBM India Pvt Ltd
01.2011 - 01.2014

B.Tech: Electronics And Communication

SMVDU

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Kunj Kesar Priyank