LOKESH NAREN
Chennai
Summary
A result-driven professional offering over 13+ years of experience in driving vision and road-mapping across IT Infrastructure Management, Transition & Operations, Project Delivery and Technical Support. Technocrat with specialization in end-to-end Backup IT Infrastructure Management; directed business operations through executive level planning and analyzed delivery issues in a timely fashion. Forward-focused Project Manager with expertise in managing transition projects from scope management to activity sequencing, effort & cost estimation, risk analysis to quality management. Core strengths entail IT Governance, Technology Service Transition, Technological Expansion and Contract Management. Extensive exposure of managing projects on migration, maintenance, infrastructure development and technical support. Proven track record of establishing cordial relationships with stakeholders, technical teams & vendors for successfully executing concurrent projects. Impressive success in managing clients; setting out delivery standards for various operational areas, implementing quality systems to facilitate a high-quality customer experience, while exceeding SLAs and business expectations. Expertise with the concepts of ITIL; ensuring that the goals of the Incident/ Change/ Problem Management process are achieved; restoring normal service as soon as possible based on customer perspective and within defined timelines. Highly skilled in analyzing ecosystems to identify risks pertaining to IT operations, business continuity readiness & process flaws; ensuring compliance to IT standards and designing secure solutions. An effective leader with proven capabilities in leading large teams and maintaining deliverables as per the defined guidelines along with elevating service standards for operational excellence. Smart and focused individual proudly touting exemplary skills. Successful collaborator with many years in business world. Known for great leadership and goal-oriented problem-solving.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Associate Manager Infrastructure Services
DXC Technology Private Ltd
Chennai
12.2021 - Current
- Provided expert guidance to ensure efficient and timely project delivery.
- Meticulously tracked and relayed timely updates on project milestones to stakeholders.
- Established and enforced customer service protocols throughout my department Project Services Team.
- Streamlined processes to optimize efficiency by identifying improvement areas.
- Developed and implemented strategies to ensure cost-efficient operations.
- Spearheaded the resolution of customer complaints by implementing quick and effective solutions for superior customer experiences.
- Facilitated the development of staff by providing training, coaching, and feedback.
- Ensured compliance with company regulations, laws, and safety standards.
- Conducted regular performance reviews with direct reports.
- Assisted in developing policies and procedures that improved customer satisfaction ratings.
- Managed daily workflow of team members to meet organizational goals.
- Evaluated performance of team members and provided consistent coaching to improve skills.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Worked with Chief / Enterprise Architects to derive design for Backup Infrastructure based on customer requirements and budget.
- Working with the customer to get the design approved along with the budget.
- Build a team of talents to complete the backup infrastructure build and client migration project based on the challenge with technical standpoint and time frame.
- Shadow the team for a successfully POC of the design and start the build for a smooth handover to the Operations team along with the design and built documents.
- Conducting training for the team members and being available anytime when they have challenges during the build, configuration and testing of the backup infrastructure.
- Working on multiple projects simultaneously without failing in any committed delivery along with the deadline agreed with the customer.
- Always analyzing and predicting on risk's anticipating them when the design is not of a standard one and customized according to customer Infrastructure.
Associate Veritas Consultant
Saudi Digitalization ICT
Riyadh
12.2019 - 11.2021
- Working on Veritas Backup tool and Appliance for SDAIA (Saudi Data & AI Authority) in Private cloud backup solution
- Configuring and managing AMS (Appliance Management system)
- Onboarding new tenants in Veritas NSS for customer backup & restore self-service
- Managing the deployment, maintenance, support and upgrade of servers, storage hardware, software, operating systems
- Reviewing design documents supplied by vendors and partner solution architects
- Ensuring proper communication between L1, L2 and L3 teams and observing the resolution to escalations within the given Service Level Agreements (SLAs)
- Maintaining and testing disaster recovery plans; performing security audit compliance checks on servers
- Integrating automation techniques with internal project teams to develop system-monitoring scripts to maintain compliance and high availability of projects users
- Recommending and implementing service improvements using Information Technology Infrastructure Library (ITIL), Customer Satisfaction Index (CSI) to create improved efficiency and effectiveness
- Implementing Problem Management initiatives for a valid and improved Root Cause Analysis (RCA) review
- Sustaining a dynamic environment that fosters development opportunities & motivates high performance amongst team members.
- Identified needs of customers promptly and efficiently.
- Developed plans and specifications for building projects to meet the needs of clients.
- Drafted technical write-ups of past projects for proposals and projects.
- Streamlined and automated internal processes to improve overall workflows.
- Evaluated existing systems performance metrics in order to identify areas needing improvement.
- Communicated regularly with stakeholders about project objectives, scope changes, timeline updates, resource allocation adjustments.
- Performed risk management assessments to identify potential risks associated with the project tasks or deliverables.
- Coordinated with stakeholders, customers, vendors, and team members to ensure successful implementation of projects.
- Conducted meetings with team members to discuss project goals and objectives as well as assign tasks and responsibilities accordingly.
- Monitored progress of the project by tracking activities and resolving issues that arose during execution phase.
- Established procedures for monitoring system performance post-implementation.
- Analyzed customer feedback regarding product and service quality in order to make necessary improvements.
- Documented all processes involved in implementing IT projects according to industry standards.
- Facilitated change control process to ensure efficient handling of requests related to scope modifications.
ITO Service Delivery Consultant
DXC Technology Private Ltd.
04.2015 - 11.2019
- Utilized various Backup Tools such as Data Protector, Vranger, and Arc Serve while specializing in Symantec NetBackup management. Experienced in implementing backup strategies using Symantec Backup Exec, Veeam Backup & Replication, and Live Vault for data security purposes.
- Monitored daily failures, performed troubleshooting and recovered the backups
- Coordinated with support teams for integration backup like oracle & sap backups
- Collaborated with HP hardware teams for Hardware replacement
- Steered efforts in up-gradation of firmware for all the physical devices, up-gradation of HPDP software version and patches for all windows servers, installation & configuration of HP Data protector, configuring backup specifications for new & ADHOC backup requests
- Performed restore requests, fixed backup failures and took proactive measures for not having repeated failures
- Worked with the transition team for any new incoming remote sites under the agreement
- Designed a process with the vendor management in case there is a T&M service for any fault with the devices to be serviced
- Provided RCA for all P2 & P1 incidents.
- Coordinated resources across multiple departments to ensure successful project completion.
- Ensured compliance with all applicable regulations regarding service delivery activities.
- Participated in regular meetings with customers to discuss updates on current projects and future plans.
- Maintained an up-to-date knowledge base of products, services, policies, procedures, and standards.
- Developed, maintained and updated service level agreements with customers.
- Implemented process improvements that increased efficiency by 20%.
- Delivered customer support services in line with agreed SLAs.
- Implemented best practices for ensuring quality control throughout the service delivery process.
- Prepared detailed presentations on the status of ongoing initiatives for senior management review.
- Evaluated existing processes and proposed changes that would improve efficiency.
- Monitored performance of service delivery processes and identified areas for improvement.
- Managed client relationships by responding promptly to inquiries and requests for assistance.
Specialist
HCL Technologies, IOMC
05.2011 - 03.2015
- Played a key role in administering netbackup environment, administering Symantec Netbackup versions 7.1, and 7.5, troubleshooting backup failures efficiently and maintaining the Backup SLA, performing backups and restores as per the client request, managing catalog backup and Generation of Reports, configuring several backup reports in Opscenter
- Steered efforts in troubleshooting Netbackup client issues by coordinating with various platform teams, troubleshooting robotic tape libraries, troubleshooting backup failures efficiently and maintaining the Backup SLA
- Planned and executed the patch updates of Netbackup as per change
- Prepared Run book, Test Restoration Documents which will be used by Team for reference
- Conducted capacity requirement analysis on backup infrastructure capacity and projection of future backup storage needs
- Worked on providing evidence of successful backup and restores for the audit purpose in scheduled deadlines
- Coordinated with vendors like Symantec & Oracle, audit team to provide up the Backup details PCI Audit, on-site SME for Media Rotation
- Recipient of Appreciation by HR Vertical and Infra Head for 'Excellent Commitment and Efforts'.
Education
B.Sc. (Software Application) -
Apollo College of Arts and Science, University of Madras
01.2012
Skills
- Backup & Storage Architect
- Backup Infra designing
- Capacity Management
- Disaster Recovery Management
- Build & Implementation of Backup Infrastructure based on design
- Backup tool migration from others to NetBackup
- Veritas NetBackup 82, 9x, 10x
- Veritas NetBackup Appliance
- Veritas Flex Appliance
- Veritas OpsCenter Analytics 82, 9x
- Veritas NetBackup Opscenter
- Veritas NSS 8x
- Veritas Info scale 742, x
- Microsoft Azure
- Information Storage Management
- Store management
- Operations Management
- Project Management
- Staff Management
- Customer rapport
- Sun StorageTek Tape library
- BMC Remedy
- Jira
- HP EVA P6500
- HP 3PAR
- Huawei Storage Array
- Hitachi VSP & USP VM
- Brocade San Switch
- Brocade Router
- HP Store Once B6200, B6500, 5xx
- Auto loaders-DELL
- Auto loaders-Quantum
- ESL G3 Physical Tape Library
- Standalone Tape Drives
- Oracle SL 500 tape library
- IT Infrastructure Services
- Viper
- HP service manager version 9
- Service Now
Certification
- Associate - Information Storage & Management V5
- Microsoft azure AZ 900
- Microsoft Certified: Azure Administrator Associate
Accomplishments
- Recipient of Appreciation by HR Vertical and Infra Head for ‘Excellent Commitment and Efforts’ with HCL Technologies.
- Received Q1 Champs award in Deliver Excellence & supporting the colleagues.
- Received H2 collaborators Award in the listed categories of Deliver, Collaborate, Do, Care & Community.
Personal Information
Date of Birth: 08/23/89
Languages
- English
- Tamil
- Hindi
- Kannada
- Malayalam
Timeline
Associate Manager Infrastructure Services
DXC Technology Private Ltd
12.2021 - Current
Associate Veritas Consultant
Saudi Digitalization ICT
12.2019 - 11.2021
ITO Service Delivery Consultant
DXC Technology Private Ltd.
04.2015 - 11.2019
Specialist
HCL Technologies, IOMC
05.2011 - 03.2015
B.Sc. (Software Application) -
Apollo College of Arts and Science, University of Madras
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