Rohit Thaploo
DWS Technical Service Delivery Lead/Managed Service Owner
AHMEDABAD
Summary
Insightful DWS Service Delivery Technical Lead and Subject Matter Expert dedicated to providing strategic and technical leadership to technical teams. Skilled in troubleshooting and resolving complex information technology problems by performing technical root cause analysis and providing viable solutions. Certified in Ivanti EPM Administration. Interface and collaborate with clients and internal team members, providing consultative recommendations. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
1
1
Language
Work History
Technical Service Delivery Lead (MSO, SME)
Unisys Global Services India
7 2018 - Current
- Overseeing DWS Operational delivery for two BIG European Clients
- Managed Service Owner role (also) for one European Client
- Technical Design Architect for Digital Workplace Services, includes technical reviews, present architectural roadmap and implementation
- Developed and maintained effective relationships with key customer stakeholders to better understand their needs and expectations.
- Lead Governance meetings like, Weekly Client Stakeholder meeting, Monthly Service Reviews etc.
- Team Management, Resource Planning, Project Billing, Handling escalations
- Devise technical build programs and technical trainings for various delivery teams
Team Leader
Unisys Global Services India
2016.11 - 2018.06
- Directed and supervised team of 4 engaged in Digital Workplace Services like Software Deployment, Patch and Vulnerability Management.
- Led cross functional teams for successfully improved overall Risk and Security Compliance level across multiple matrices.
- Technical Upgrades, Planning and Implementation.
- Developed and maintained effective relationships with key client stakeholders to better understand their needs and expectations.
- Collaborated with other DWS Teams (Service Desk, Request Management, Application Packaging, Imaging, Knowledge Management, Windows) to streamline workflows, improve service delivery, and achieve business goals collectively.
Technical Lead
Wipro Technologies
7 2013 - 2016.11
- Directed and supervised team of 8 members for both technical and people management, technical trainings, BCP/Work-shift/Leave/attrition/hiring planning including their performance appraisal.
- Engaged these 8 resources in Digital Workplace Service Delivery like Software Deployment, Patch and Vulnerability Management via different toolsets (Ivanti/LANDESK, HPSA, SCCM) for one BIG Banking Group (1.5L endpoints and 20K Servers)
- Implemented Managed Service Project for Patch and Vulnerability Management Service across complete estate (1.5L Clients, 20K Servers)
- Technical Upgrades, Planning and Implementation.
- Developed and maintained effective relationships with key client stakeholders to better understand their needs and expectations.
Team Lead
Unisys Global Services India
2010.01 - 2013.07
- Directed and supervised team of 6 engaged in Digital Workplace Services like Software Deployment, Patch and Vulnerability Management.
- Technical Upgrades, Planning and Implementation.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Developed and maintained effective relationships with key customer stakeholders to better understand their needs and expectations.
- Collaborated with other DWS Teams (Service Desk, Request Management, Application Packaging, Imaging) to streamline workflows, improve service delivery, and achieve business goals collectively.
Technical Support Executive
Softcell Technologies Ltd.
2007.10 - 2009.12
- Served as a Pre-Sales cum Technical Support Executive for multiple technologies and multiple customers, for various POCs and technical implementations. Technologies like, IBM Lotus Domino and Notes, IBM Sametime, Microsoft WSS 3.0, LANDESK/Ivanti.
Education
Bachelor of Science - Electronics And Telecommunication Engineering
SIES Graduate School of Technology
Mumbai 2002.08 - 2007.06
Skills
DWS Service Delivery and Project Transitions
Team Building, Collaboration, Leadership and Management
Patch and Vulnerability Management
Ivanti/LANDESK Endpoint Management, Microsoft Intune and Defender
Customer Focus, Client Centricity, Stakeholder Management
Expertise in Subject matter
BCP, ITIL Framework
Certification
Ivanti EPM 2017 Certified Administrator
Academic Detail
B.E. (Electronics and Telecommunications) from SIES Global School of Technology, Nerul, Mumbai University in 2007
Personal Information
Date of Birth: 04/03/85
Accomplishments
- Transitioned and Implemented the Managed Service proposal for Patch Management Service.
- Bagged the “Individual Contributor Award” multiple times for outstanding contribution to the projects
- Instrumental in driving the successful KAP (transition) of the project on client site (Gloucester, UK) through successful completion of technical documentation
- Recognized for the efforts and received Excellence Award for taking complete ownership of Patching Process, building good relationship with all stakeholders in Delivery Teams and leveraging Ivanti (LANDESK) knowledge to strengthen the patch compliance reporting
- Effectively ensured successful implementation of couple of SIPs, thereby improving team efficiency by 25% and saving few hundred pounds every month
- Reviewed and Implemented solutions to increase overall Risk and Security Patch Compliance
- Successfully completed planning and implementation of multiple technical upgrades (both side-by-side, in-place)
Timeline
Team Leader
Unisys Global Services India
2016.11 - 2018.06
Team Lead
Unisys Global Services India
2010.01 - 2013.07
Technical Support Executive
Softcell Technologies Ltd.
2007.10 - 2009.12
Bachelor of Science - Electronics And Telecommunication Engineering
SIES Graduate School of Technology
2002.08 - 2007.06
Technical Service Delivery Lead (MSO, SME)
Unisys Global Services India
7 2018 - Current
Technical Lead
Wipro Technologies
7 2013 - 2016.11
Ivanti EPM 2017 Certified Administrator
ITIL V3 Foundation Certified
IBM Certified Associate System Administrator - Lotus Notes & Domino 7
IBM Certified System Administrator - Lotus Notes and Domino 7
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