Sonali Singh
Operations Manager
Bangalore
Summary
Experienced Operations Manager with over 7+ years of experience IT, telecom and digital marketing industry. Excellent reputation for resolving problems and improving customer satisfaction.
- Adept knowledge of ITIL principles and processes across multiple Standalone and Client server-architecture based applications with strong team management, customer orientation, analytical, problem-solving skills and continuous service improvement.
- Professional with Mastered knowledge on Incident Management, Problem Management, Change Management, Release Management, Business Analysis and Quality Management.
- Experienced in leading discussions with customers, high/low requirements gathering, planning and designing in integrated end-to-end IS Solution & services delivery as per ITSM principles and techniques.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
1
1
Language
Work History
Operational Manager Hosting
ABB
Bangalore
05.2019 - Current
- Service owner for Capacity Management
- Single point of contact for stakeholders(TCS, IBM & HPE) involved in capacity management process
- Infrastructure sizing & determining capacity levels and when are at purchase needs & then making the recommendation of how much to buy, and when
- Analysis, reporting, capacity allocations, monitoring and recommendation of capacity pertaining to overall compute Data center Infrastructure (LPAR/VM, Host/Frame & Cluster) of distributed Systems
- Maintaining Capacity standards & Capacity planning efforts with engineering, run & build, Data center, Network, Storage & Backup teams
- Determination of thresholds and projections based on historical utilization and build rates & provide build Viability mapping for build team
- Projects handled - VM/LPAR Migration from legacy hardware’s, ESXI & AIX Right sizing, Physical to Virtual migration
- Provide cost estimation of all levels (DC, Network, Storage, Backup.) & make sure added in local & global projects
- 3/5-year Budget planning for distributed Systems, reduction in unplanned spend; increased funding for additional capacity backed by data and business alignment
- Optimize IT resources & Proactive capacity planning decisions and recommendations ensuring optimal amount of hardware and software resources, Downsize & consolidation of servers/ DB- Right sizing
- Established RACI with different process, Data Analysis & Management techniques (Capacity planning, Demand forecasting, Capacity Model Data Analysis reporting, trending, modeling, etc.)
- Value Stream Mapping for Capacity management with Current, Ideal & Future state
- Reviewing inventory models and determining where they are at in the lifecycle process based on the roadmap and support standards put out by engineering
- Functioning with engineering to understand the current, next, and previous standard hardware stacks that are to be used in our environment
- Projecting the dates for hardware that will need to be refreshed and associating an annual monetary amount to the data center based on the footprint needing replaced for that year
- Procurement: The strategic planning, negotiating and acquisition of standardized assets to raise with business & represent in Global call
- Deployment: Placing hardware into the production environment followed by SDC process & feasibility check for supporting teams
- Management: onboard to respective cluster/new, apply certain standard policies and monitor the usage.
- Leading the critical projects and organization changes, such PG Carve out, Project Stone carve out and Brutal Facts.
- Led projects and analyzed data to identify opportunities for improvement.
- Collaborated with team members to achieve target results.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Drove operational improvements which resulted in savings and improved profit margins.
- Mastered knowledge and Experience in application Operations, maintenance and server operations.
IT Infrastructure Analyst
Epsilon
Bangalore
06.2017 - 04.2019
- Service design (Capacity & Event), Service Transition (Change & Release), Service Operation (Incident)
- Ensuring the process delivers business value & compliance with related Policies, Process, advocacy ensuring proper training is conducted & Process integration with other processes
- Continual Process Improvement efforts & Managing process exceptions
- Prepared a Capacity database of assets (solutions, templates) which could be harvested & Ensured that proposed solutions when implemented meet the needs and functional requirements of the customer
- Operation Management
- Manage overall capacity utilization of Server/hardware environment ensuring it is optimized to meet business requirements
- Manage day-to-day operations of the IT group including downtime, reporting service levels, defining and tracking IT operational metrics and provide status to management
- Prepare overall status and activity metrics that documents and tracks delivery of IT services, planned and unplanned system outages, and other key IT performance metrics
- Strategy & Planning
- Establish and implement 'best-practice' standards as well as departmental policies and procedures
- Develop, implement and maintain processes and procedures for effective delivery of services and compliance with regulatory guidance
- Leading application Operation and service availability upon agreed SLA's and KPI's
- Coordinating with stake holders for data center management and coordinating with external consultants and delivering the application integrations across different platforms.
Assistant Engineer
Ericsson
05.2015 - 06.2017
- Leading application Operation and service availability upon agreed SLA's and KPI's.
- Coordinating with stake holders across UK and with external consultants for delivering the application integrations across different platforms.
- Leading and executing, application and infrastructure upgraded activities.
- Analyzing the application key performance and suggesting improvement in application functionalities and implementing configurational changes.
- Drive technology discussion and strategy in line with business needs and company reference architecture.
- Responsible for managing web application and Servicenow products for directing a small development team supporting approximately 20,000+ users globally.
- Collaborate with Product Management and Product Development leaders in developing product visions and strategies.
- Enforced development and deployment standards to conform to corporate SOX compliance policies.
- Documented business requirements, detailed design specifications, and process workflow maps for developer implementation and user documentation.
- KC and KT to the team members for the better understanding of application operation, Service deliverables and Business deliverables.
- Collaborating with 3rd party vendors and leading the Technical calls, Application changes, Bug fixes, Business Requirement gathering and change management for the new business needs.
- Validating the changes and suggesting the stake holders on effective change implementation and cost savings.
- Mastered knowledge and Experience in application Operations, maintenance and server operations.
Service Analyst
Alcatel Lucent
Bangalore
02.2015 - 05.2015
- Monitoring 2G, 3G & 4G network of customer Airtel South Africa
- Handling customer complaints and troubleshooting
- Incident management and field dispatch for clients Airtel South Africa
- Achievement of the response and restoration SLA’s, co-ordination with different stakeholders,
- Managed Incident Resolution from initial occurrence to successful outcome
- Negotiated with Other managers to Establish Priorities
- Assisted with Development of Incident Process documentation & Incidents reports
- Communicated with all levels of Management
- Review on SLA achievements
- Continuous follow-up with global support teams for quicker incident resolution
- Supervise and synchronize activities during the incident
- Preside over bridge calls for effective coordination, incident resolution, service restoration
- Continuously follow-up with support team for relevant notification updates per SLA and drive resolution
- Managing Operational Client escalations
- Provide input to and coordinate the development of the Network Incident Report (NIR) and the Root Cause Analysis (RCA), including initial recommendations to prevent the re-occurrence of a similar incident
Education
Bachelor of Engineering - Electronics And Communications Engineering
North Maharashtra University
06.2010 - 06.2014
Skills
ITIL Framework modulesService Strategy, Design, Transition, Operation & CSI (Change, ReleaseIncident, Problem & Request Fulfilment)
IT Service Management
Data Centers
Project Management
IT Management
Capacity & Availability Management
Vendor Management
Service Level Agreement
Root Cause Analysis
Change Management
Catalog management
Service Now
Request Fulfillment
Client handling
Certification
Prince2 Practitioner
Timeline
Operational Manager Hosting
ABB
05.2019 - Current
IT Infrastructure Analyst
Epsilon
06.2017 - 04.2019
Assistant Engineer
Ericsson
05.2015 - 06.2017
Service Analyst
Alcatel Lucent
02.2015 - 05.2015
Bachelor of Engineering - Electronics And Communications Engineering
North Maharashtra University
06.2010 - 06.2014