Summary
Overview
Work History
Education
Skills
Certification
Disclaimer
Accomplishments
Timeline
CustomerServiceRepresentative
MUNISH MITTAL

MUNISH MITTAL

IT Service Delivery, Project Management
Panchkula

Summary

Over 21 years of hands-on experience managing scalable IT infrastructure deployment and project implementation at more than 100 sites. Led a team of IT service delivery, project planning, and solution designing. Demonstrated strength in customer communication and problem-solving. Expertise in data center administration and management, currently serving as Manager Tech Support at OPTUM Global Solutions (India) Pvt. Ltd., a company of United Health Group. Directed and improved operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends, and regulatory requirements. Talented leader with an analytical approach to business planning and day-to-day problem-solving. Results-driven management style with a proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Skilled in strategic planning, process improvement, and fostering a culture of accountability and excellence. Adaptable to consistently meeting changing organizational needs.

Overview

20
20
years of professional experience
4026
4026
years of post-secondary education
5
5
Certifications

Work History

Manager Tech Support

OPTUM Global Solutions (UHG)
07.2015 - Current
  • Company Overview: Optum is a leading information and technology-enabled health services business dedicated to helping make the health system work better for everyone. OGS provides health care technology and business process solutions that enable health care organizations to modernize their technology infrastructure. The parent company of Optum is UnitedHealth Group. UnitedHealth Group ranked 5th on the Fortune 500 rankings of the largest United States corporations by total revenue. United Health Group is the largest healthcare company in the world by revenue with $400+ billion in 2024.
  • As a Manager Tech Support, I oversee the deployment and management of IT Infrastructure solutions for healthcare project across 55 facilities. I am responsible for project initiation, planning, execution and monitoring. Ensuring alignment with project goals and Service Level Agreements (SLAs). My role involves designing and optimizing network solutions conducting risk assessments and implementing mitigation strategies to maintain operational continuity.
  • Proficient in deploying, configuring and managing complex network infrastructure with a focus on reliability scalability and security. Managing 5000+ LAN point infrastructure across 55 government hospitals under e-Upchaar project.
  • Deployed and optimized network security tools (e.g. Firewalls, Routers, L2/L3 Switches) reducing network vulnerabilities by 20%.
  • Led a 45-member infrastructure team, including 10 L3 professionals (Network, Windows, and Linux Admins) and 35 Desktop/Hardware engineers to ensure seamless IT operations and high system availability.
  • Oversaw the deployment and maintenance of 9K+ IT assets (Laptops, Desktops, routers, Swathes, Printers and servers ensuring optimal performance and user satisfactions as per agreed SLAs catering ~5.6K end users.
  • Deployment, Management of 115 servers across multiple platforms (Windows, Linux, UNIX) ensuring 99.9% uptime. Implementing secure configuration and regular patching of servers to improve system reliability and security by 25%.
  • Centralized incident ticket management and monitoring using AI enhanced ITSM tool (Jira, Nagios and SolarWinds), Leading to improve SLA compliance and resource allocation.
  • Responsible for Solution designing, building, and implementation of IT infrastructure. Key areas of Network, Application server & storage infrastructure, Data communications, enterprise application systems, end user platform infrastructure.
  • Managing the team of engineers across 55 sites to perform installation, maintenance, troubleshooting of IT equipment’s, Backup, security issues, performance monitoring, testing, and integrity of Windows/Linux operating platforms.
  • Managing 24
  • 7 IT operations of all 55 nos. Haryana Project sites.
  • Managing all Site level SLA documentation in terms of Hardware Availability reports, DC Capacity reports, Vendor SLA ‘s on MPLS links.
  • Handling the progress of end-user services, including help desk and technical support services.
  • Executes, and finalizes projects according to scope, quality and budget with strict deadlines.
  • Negotiate and manage Vendor, outsourcer, and consultant contracts on service agreements.
  • Review project plans and provide support to Project Manager in project delivery.
  • Constantly reevaluates project status versus vision to make sure that team and self are modifying implementation strategies if necessary to reach desired end state (within scope and time allotted).
  • Project Details:- This is the flagship project of Haryana Government under health department, HMIS/e-Upchaar Implementation project of all 56 nos. Government Hospitals. & Medical Colleges.
  • Summary of my Job Profile in e-Upchaar Haryana Project :- Managing IT infrastructure across 55 hospital sites for Haryana e-Upchaar Project, I lead a 45-member team of L2/L3 Engineers. Responsibilities include infrastructure design, project rollout, and end-to-end vendor management. I verify SLA and AMC documents, evaluate AMC vendor performance, track hardware delivery, and ensure SLA compliance through regular reviews with OEM and vendors. Overseeing a data center with 120 servers, I manage 24/7 operations, monitoring systems, security, backups, and troubleshooting. My role involves coordinating with the ES&P team to assess vendor proposals and track deliveries, ensuring items meet project specifications. I conduct weekly and monthly vendor meetings to maintain issue resolution efficiency, guide end-user support services, and manage ticket logging and escalation.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Controlled costs to keep business operating within budget and increase profits.

IT Manager-Network

Secure Meters Limited
11.2005 - 06.2015
  • Company Overview: Secure Meters Ltd. is in leading manufacturer of Digital Electronics Meters (single phase and three phases) & supplies Digital Meters to RELIENCE ENERGY, TORRENT POWER INDIA, NTPC, and POWER GRID. Secure Meters Ltd. captures 80% of the metering market in India and its PRI Branches like Sweden, U.K, supplies single phase meters and water meters.
  • Managing the team of L2/L3 System Engineers responsible for installation, configuration of networking devices, servers and various peripherals, assessment of network security and implementation of security policies and procedures.
  • Administration of Windows Active Directory, DNS, DHCP, Exchange Servers. Windows Data Rights Management.
  • Data Backup & Recovery administration through ARC Serve, VERITAS.
  • Maintain and monitor IT Infrastructure and Data center activities of onsite & offsite locations in projects as per guidelines and integrated for necessary business rollout.
  • Coordinate with the IT team to ensure availability and reliability of Servers to meet business demands; perform file system configuration and management.
  • Project Management Support to IT Infrastructure projects (Server Deployments, LAN & WAN).
  • Ensure the smooth day-to-day running of the project and prepare a weekly progress report and review.
  • Expanding scope & readiness of various sites for ISO 27001 IT Security Management systems.
  • Managing & Monitoring IT Operations within defined Budgeted levels in terms of OPEX & CAPEX planning.
  • Liaison with IT vendors for product evaluation, purchase, delivery and installation.
  • Managing technical and functional documentation of all IT infrastructure products and services.
  • Managing technical support team which is responsible for infrastructure services on Microsoft Windows technology
  • Managing Service Delivery support to customers is timely and all calls are resolved or escalated within acceptable time limits.
  • Proactively managing the risks and ensure IT compliance for policies and guidelines in effect.
  • Ensure preventive measures to avoid breakdowns and corrective actions to restore IT services.
  • Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
  • Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
  • Coordinated IT operations activities to deliver smooth flow of daily business needs.
  • Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.

Education

B.Tech/B.E. - Computer Science

B.R.C.M. College of Engg. & Technology
Bhiwani, India
06-2023

MTech - Computing Systems & Infrastructure

BITS Pilani
Pilani, India
01-2023

Skills

Azure Administrator (AZ-104)

Certification

Azure Cloud Administrator

Disclaimer

I hereby solemnly affirm that the particulars mentioned above are true and correct to my knowledge. (MUNISH MITTAL)

Accomplishments

  • Collaborated with team in the development of i-BAG US Healthcare project.
  • Documented and resolved issues related to scaling in cloud which led to global reach.

Timeline

Manager Tech Support

OPTUM Global Solutions (UHG)
07.2015 - Current

IT Manager-Network

Secure Meters Limited
11.2005 - 06.2015

B.Tech/B.E. - Computer Science

B.R.C.M. College of Engg. & Technology

MTech - Computing Systems & Infrastructure

BITS Pilani

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