Shailesh Dev

• Heading IT Site Operations and Data Centre Support for, Mumbai and Delhi Offices
• Bank branch office includes supervising activities of RBI servers, IFTAS regulations and related activities
• coordinating the submission of questions on IT cyber security and incidents to the RBI-regulated body Daksh
• Managing IT infrastructure operations spanned between multiple sites, responsibility includes but is not limited to supervising VDI infrastructures for users hosted in APAC and EMEA, local end-user computing support, video, conferencing setup, and tab-to-print support, projects, and asset management
• Data Center Operations: hands-and-feet support, which includes tape backups, tape inventories and retention, EOL device replacement, and audit compliance as per set Credit-Suisse standards
• Asset and inventory management, FAR reconciliation, and asset audits Risk and compliance from IT perspective
• Liaison between CS business operation users and various IT teams (app development, infrastructure, etc.) on all support-related queries Business stakeholder management and contribute to senior leadership meetings
• Maintain effective communication with the internal and external clients to understand their application-related issues, questions, and problems
• Driving initiatives to improve the efficiency and effectiveness of support processes
• Handling of business/IT communication in case of a major events, & outage
• Oversee active and open incidents to ensure a proper final resolution or workaround
• Responsible for defining, measuring, reporting, and creating transparent mechanisms for visibility into programs and projects to stakeholders and executive management
• Ensure regulatory compliance standards and processes are followed
• Regional deployment Lead PAN India-managed projects: M365 apps and service deployment for more than 18k users and Workplace Modernization: Redesign EUC devices and refresh VC hardware
• Part of "Community of Practice" core member for cross-skilling and up-skilling existing talent pool
• Review and update business continuity and disaster recovery plan
• Knowledge of reciprocal testing, managing actual events during site non-availability, tabletop exercises, and simulation exercises from IT Ops perspective
• Manage budgets, oversee, and approve IT costs
• Contribute to Opex and Capex
• Oversee overall IT Site Ops activity with a "speak up, listen up, and act" style.

• Pune
• The management of IT infrastructure site operations spanned three buildings with sixteen floors
• Site support includes, but is not limited to, EMEA, APAC, and NA virtual machine users, local end-user computing support, video, conferencing setup, and tab-to-print printing support
• Profound knowledge and experience in managing and exceeding support KPIs and critical technical support metrics (CSAT, TTR, backlogs, etc.)
• Manage major operational outages and communications
• Deliver technical direction and solutions consistent with global IT strategy and direction
• Manage regional budgets and drive long-term IT support cost-cutting initiatives while improving service levels
• Manage Capex and Opex from the IT perspective
• Facilitate the "Make a Difference" and IT-Xchange forums for IT branding, understanding business IT requirements, and continuous improvement
• Part of the Senior Leadership Team and Committee is engaged in IT transformation and the workspace of the future
• Interact with various vendors for procurement-related activities
• This includes evaluating new vendors and onboarding them into the system
• Ensure that the incidents and service requests related to desktops, server hardware, databases, telephony, networking, video conferencing, mobile devices, printers, and software applications are resolved and closed within the defined SLAs
• Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts, leading to ongoing enhanced customer experiences
• Pivotal role in setting up end-to-end IT infrastructure at the Pune incubation site for 600+ users and the end-state permanent site for 2100+ users.

• Managed the build-out and expansion of the Pune incubation site for 1200+ users
• Worked with the project team to design and build a permanent site from an IT infrastructure perspective that includes projecting IT requirements, testing and managing SEZ and DoT compliance, and other site-related activities
• Create IT policies and guidelines for the employees, and ensure they are regularly reviewed and updated accordingly
• Also, ensure that these policies are in line with the financial and regulatory compliance standards at a global level
• An expert in offshore-onsite service delivery, incident management, change management, and experience in setting KPIs, cause analysis, quality audits, SLAs, and reporting adhering to the service delivery standards
• I am well versed in the formal ITIL methodology, Project Management, Word, Excel, PowerPoint, SharePoint, Communications Management, and Risk Management
• Ensure that the incidents and service requests related to desktop and server hardware, databases, telephony, networking, video conferencing, mobile devices, printers, and software applications are resolved and closed within the defined SLAs
• Hiring, training, mentoring engineers, and resource estimations
• Ensure the preparedness of business continuity planning
• Provide support to BCP/DR from an IT perspective during the BCP stress tests
• Performed and arranged reciprocity between two production sites
• Identifying alternative recovery strategies, implementing business resilience, and working from home on projects for mission-critical users
• MIS/Reporting Dashboard Project for all the teams in North America, EMEA, and APAC
• Managed Desktop OS: Migration from XP to Windows 7 for 5000 virtual desktops allocated to users in EMEA, APAC, and North America
• Managed the migration of 800 physical desktops into a virtual environment.

Worked as Assistant System Engineer for multiple clients in TCS

Worked as Technical Support Engineer for HP products for Canada and North America business clients

• Worked as Technical Support Officer for SBC yahoo eDLS for North American business clients