Suseel Kumar Kalidas
Bengaluru
Summary
Dynamic IT Infrastructure Lead with a strong track record at Eurofins IT Solutions, driving significant organizational growth through effective strategic IT operations and service delivery management. Expertise in cloud computing and incident management underpins the ability to enhance operational efficiency while ensuring compliance with SLA standards across multiple European zones. Proven leadership skills foster high-performing teams and promote a culture of continuous improvement in IT processes.
Overview
17
17
years of professional experience
1
1
Certificate
Work History
Infrastructure Lead
Eurofins IT Solutions Pvt. Ltd.
07.2019 - Current
- Spearheading organizational technology to help business to grow by conceptualizing roadmap, strategy & framework, revamping the entire IT operations while facilitating company transformation into secure enterprise class organization
- Organizing IT process milestones and activities pertaining to all support functions; spearheading IT service processes such as Incident, Problem and Change Management
- Developing project plans and managing project scope using methodologies to guide projects from conceptualization to implementation and maintenance
- Monitoring all Eurofins Data Center infrastructures globally using Site247, SolarWinds monitoring tool, and escalating incidents as necessary
- Leading a team of L1 resources, closely monitoring activities, and providing assistance when issues arise
- Utilizing Microsoft Azure, Site24
- 7, SolarWinds, and ServiceNow tools for monitoring and task administration
- Preparing SOPs, Priority Matrix, Inventories, Escalation Matrix to successfully on-board each zone
- Supporting 18 Zones in Europe, including France, Germany, Italy, Spain, UK, Central, and Eastern Europe, with continuous monitoring and support (24/7)
- Generating monthly Incident and SLA Reports, drafting PPT presentations, and conducting monthly meetings for all zones to discuss achievements and address issues
- Regularly checking inventories quarterly for missing data and discrepancies, ensuring records are up to date
Shift Manager
News Technology Services Pvt. Ltd.
09.2016 - 07.2019
- Monitored the entire infrastructure of New UK using various monitoring tools: SCOM Monitoring for all nodes, servers, and databases, SolarWinds for server, hardware, and network monitoring, VROPS for monitoring Vcenter and VMWare environments, Zabbix for critical application server monitoring, Verizon Peak Flow for network security alerts
- Oversaw problem management incidents within the infrastructure
- Provisioned data center access to 3rd party vendors
- Managed the process of pushing servers into maintenance mode during activities
- Performed change-related maintenance activities and worked on change tasks
- Tracked incidents through ITSM/SMART IT tools
- Handled P2 calls and coordinated with technical teams to resolve issues
- Identified and worked on noise reduction of alerts in monitoring tool consoles
- Participated in daily service review calls to present the status of all alerts and issues to management
- Conducted weekly meetings with the technical panel to obtain updates on existing problem records
- Managed Windows patch management through the SCCM Tool
Specialist
HCL Technologies Ltd.
11.2013 - 09.2016
- Monitored all critical, major, and minor alerts received, triggering tickets accordingly as alerts were received
- Installed, maintained, and configured BPPM - BMC Proactive Performance Management Tool
- Changed or disabled existing monitors and notifications in the tool as necessary
- Created tickets and assigned them to respective queues using Service-Now, and followed up with pending, aging, and other issue tickets
- Manipulated incident tickets and worked on them using BMC Remedy
- Monitored the threshold values of all servers using Ops Manager, immediately creating tickets in SNOW, and escalating to respective teams if values were above thresholds
- Utilized What's UP Gold to monitor critical CPU and memory status of all servers
- Performed network monitoring and reported network issues to ND Team using HP OpenView
- Monitored job abends and server alerts using IBM Tivoli Monitoring (Omnibus)
- Handled network outage issues and performed maintenance activities
- Monitored the exchange environment every 2 hours and sent a status report
- Monitored blackout IPs every 2 hours using network blackout monitoring tools
- Sent out notifications of P1 and P2 incidents to all counterparts and users
- Updated pending and aging tickets; followed up with all pending issues and coordinated with all teams
- Guided the team during critical situations and provided direction, concentrating on everyone during the shift and providing training where there was a gap in understanding
Sr. System Analyst
Cognizant Global Services
Hyderabad
11.2011 - 09.2013
- Established guidelines for program analysis and usability validation using methodical processes.
- Formulated policies and procedures centering on system development life cycle processes.
Que Management Engineer (Contractor)
CSC India Pvt. Ltd.
Hyderabad
06.2010 - 11.2011
- Performed root cause analysis on complex issues encountered during development projects.
- Designed effective workflows that improved the speed and accuracy of operations.
- Researched, designed and installed mechanical products or equipment to meet requirements.
- Developed and implemented best practices, quality assurance standards and project management procedures.
- Managed resources, including personnel, equipment, budgets, and schedules, while adhering to established guidelines.
- Drafted policies related to engineering practices that were adopted by the organization's board of directors.
- Identified opportunities for cost savings through improved process efficiency.
- Analyzed data from multiple sources to identify areas of improvement in existing processes and systems.
- Specified system components or direct product modifications to verify conformance with engineering design or performance specifications.
- Reviewed customer feedback surveys to identify opportunities for product or service enhancements.
- Assessed operations and made key suggestions to implement more cost-effective processes and lean manufacturing principles.
Executive-CRM-Transaction Processing
IBM Daksh Pvt. Ltd.
Bangalore
01.2008 - 06.2009
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Monitored progress by establishing plans, budgets and measuring results.
- Delegated work to staff, setting priorities and goals.
- Led initiatives to improve customer service levels throughout organization.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
Education
Master's degree - computers
ANU
Guntur, A.P, India01.2007
Bachelor's degree - computers
ANU
Guntur, A.P, India01.2005
Skills
- IT Infrastructure Management
- Continuous Process Improvement
- IPC (Incident, Problem and Change)
- SLA & KPI Management
- Client & Stakeholder Management
- ITIL/Service Desk Support
- Server/System Administration
- Cloud Computing
- NOC Operations
- Service Delivery Management
- IT Project/Program Management
- Transition Management
- Disaster Recovery Management
- IT Policies, Procedures & Framework
- Root Cause Analysis/5 Why Analysis
- Team Management & Leadership
- Site24X7
- Azure
- Microsoft SCOM
- Zabbix
- ServiceNow
Certification
- ITIL V3 Foundation Certified
- ITIL V4 Foundation Certified
- AZ-900 Azure Fundamentals Certified
Timeline
Infrastructure Lead
Eurofins IT Solutions Pvt. Ltd.
07.2019 - Current
Shift Manager
News Technology Services Pvt. Ltd.
09.2016 - 07.2019
Specialist
HCL Technologies Ltd.
11.2013 - 09.2016
Sr. System Analyst
Cognizant Global Services
11.2011 - 09.2013
Que Management Engineer (Contractor)
CSC India Pvt. Ltd.
06.2010 - 11.2011
Executive-CRM-Transaction Processing
IBM Daksh Pvt. Ltd.
01.2008 - 06.2009
Master's degree - computers
ANU
Bachelor's degree - computers
ANU
Similar Profiles
Arun ThomasArun Thomas
Principal Software Engineer at Eurofins IT Solutions Pvt LtdPrincipal Software Engineer at Eurofins IT Solutions Pvt Ltd
KANNAN CKANNAN C
Senior Infrastructure Lead - IT at Eurofins IT Solutions Pvt LtdSenior Infrastructure Lead - IT at Eurofins IT Solutions Pvt Ltd
Sachin SinghSachin Singh
Product Manager | Product Owner | Business Analyst at Eurofins IT Solutions India Pvt. LtdProduct Manager | Product Owner | Business Analyst at Eurofins IT Solutions India Pvt. Ltd