Mandar Oak

Directing the full spectrum of project and operation management activities, from initial concept to successful execution, closely aligning with CtrlS's overarching strategic objectives in Critical Environment infrastructure of UPS, Generator, AHU, and in physical IT infrastructure of Servers, SANs, NAS, Networking, Capacity, DC Rack/Enclosures, structured cabling with self-accountability for the end-to-end service quality, completeness, and resulting customer experience.

• Effectively oversaw the entire project for data center colocation products, including caging implementation, power allocation, network cabling installation, and network bandwidth provisioning, to ensure timely service delivery.
• Ensured that all expectations of clients and suppliers were clarified, understood, documented, and met through effective relationship management during project service delivery.
• Demonstrated expertise in handling end-to-end customer experiences, from onboarding through service delivery to revenue realization.
• Led Service Assurance initiatives, tracked SLAs/OLAs diligently, and escalated for minimal disruption to IT and infrastructure services of client and business in alignment with management priorities and ensured service availability and higher uptime as commited in SLAs/OLAs.
• Ensured smooth audit processes.
• Spearheaded the resolution of service incidents through effective troubleshooting techniques, guaranteeing optimal customer experience and played a key role in conducting root cause analysis (RCA) for continuous improvement.
• Provided suggestions for mitigating maintenance risks while collaborating with team members to ensure flexible scheduling.
• Maintained a secure work environment by following safety policies and data center procedures.
• Maintained continuous collaboration with diverse teams, fostering a culture of sharing best practices and providing mentorship.

Customer Service Account Manager (Technical Account Manager)

• Facilitated audits, monitored SLA compliance, and achieved high CSAT scores through diligent oversight of Service Assurance.
• Served as the main contact for resolving project service delivery issues.
• Service Delivery Manager (Passive infrastructure) responsible for getting systems rack mounted, providing power supply, providing network connections, server hall white space allocation to various customers, enhancing Capacity of passive infrastructure.
• Coordinated cross-functional teams to streamline processes and improve efficiencies.
• Led executive-level meetings focused on setting objectives, resolving issues, and addressing opportunities.
• Maintained relationships with key stakeholders, such as internal technical teams, customers, and suppliers.
• Analyzed customer feedback on satisfaction and devised action plans based on findings.
• Promoted effective collaboration by facilitating communication across different departments.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Proposed modifications to project plans.

• Support to Data Center Manager
• Led a team of 5 Hardware Engineers
• Responsible for Capacity management of Server hall space allocations, racking of Hardware, installation of application software, Updating of CMDB, Resolving hardware and software incidences, scheduling and implementing preventive maintenance of hardware CIs.

• Software patching, providing training to end customer users of application, Ad hoc reports designing and generation, Backup of Data bases and application software.

• Responsibilities included taking & restoring backups, Day End/ Beginning operations, maintenance of IT facilities, co-ordination for software & hardware problems of desktops & servers, designing reports & forms in developer2000, PL-SQL, maintenance of passive infrastructure.

• Oversaw Command center activities like Day End and Day Beginning processes
• Backup of systems and on request restorations
• People management for early signoffs of systems.