Thajker Ali
IT Infrastructure Manager
Chennai
Overview
19
19
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Manager IT Infrastructure,App Sec& Production Services
BNP Paribas India Solution Private Ltd
Chennai
07.2016 - Current
- Act as a 1st point of contact to all business teams in BNPP from IT end and managing the chennai site
- Providing general desktop support
- Project co-ordination, imaging / re-imaging PC, and laptops
- Developing strategies, assisting with designs and application, software testing, development and up gradation with level 2 support for preventing technical break down in future
- Monitoring and analyzing the performance of upgraded system, keeping track of its performance, reliability, risk and benefits
- Supporting and assisting end-user and working with other support groups and vendor for solving level 2 issues
- Daily reviewing the pending calls with IT SERVICE DESK team to ensure the SLA are met and updating business periodically
- Work across with the multiple domains (Server, Storage, Network, and Backup) and with key stakeholders to ensure customer services are met
- Managing the project released by the global team for the INDIA EUC Desktops & Laptop
- Managing End User Support Services & Desk side support team which includes Service Desk and Technical desktop team
- Reviewing the ITSM process with managed service team and highlight to the stakeholders on the improvement phase regularly
- Schedule a structure calendar with all the business unit and drive the MOM for closure to ensure C-SAT
- Installing and up grading hardware and software and providing complete assistance while configuring hardware, software, and peripherals of the end user systems
- Co-ordinating with ADM & APS team to onboard Securities services application into production evaluating Application security baseline defined.
- Managing and ensure Application security compliance is reviewed and conducted for all BNPP Application 50+
- Analyzing and authorizing firewall rules for the BNPP APAC Region in Tufin portal and service now for URL Validation.
- Co-ordinating with Third party vendor team to ensure IT Security compliance is met as per BNPP standards for vendor based application.
- Consults with the APAC Production security team to ensure reported vulnerability are met with detail action plan for infrastructure assets.
- Evaluating DPNP process for the application every 6 months to ensure IT security baseline and policy.
- Managing the RISK portfolio for all application and ensure Acceptance & Mitigated risks are reviewed regularly to minimize the risk.
- Being an IT security correspondent, will be managing and reviewing all business client onboarding into BNPP.
- Managing the Security portals [ASH & 2SMAP] systems and being updated periodically.
- Collate & highlight critical security gaps [ASCR] to the top management based on the evaluation of IT systems & process
- Driving Task trackers with related to Management & Monthly review meetings
- Drive IT Continuity for BNPP Applications and conduct live play exercise once in a year and IT services for BNPP business team and clients.
Delivery Manager (Operations Manager)
Wipro InfoTech (GSMC)
Chennai
12.2012 - 07.2016
- Deputed as Operations Manager - Service NxT Center, Remote Delivery for IT Infrastructure Services in WIPRO INFOTECH
- Spearheading comprehensive Offshore Operations by managing Data Centre Infrastructure Remotely for Wintel, Lotus Domino, Network Devices, SUN, VERITAS backup, Storage, Anti-Virus & Patch management
- Handling End User Support Services which includes Service Desk and Technical Facility Management Services & Data Center Operations
- Managing centralized service desk catering to the overall IT needs of organization
- Implemented ITILV-3 Process to streamline the Project operations, Service Metrics evaluation & reporting
- Process KPIs to measures Project health & improvement Month on Month
- Ensuring project deliverables namely MIS reviews, reporting, dashboards are delivered as per SOW
- Participating in internal & client / process ISO & ITIL audits
- Exposure to ISO 9001-2000, ISO 27001 and ISO 20000
- Involving in delivery reviews & steering committee meetings with senior management of customer & Wipro
- Work collaboratively and co-operatively across the whole organization and with key stakeholders to ensure customer deliverables are met.
Manager Billing (Site Incharge)
Wipro InfoTech-Jan
Chennai
01.2012 - 11.2012
- Client - Standard Chartered Bank & Scope International Private Limited
- Managed 5 resource in Billing and 18 in Telecommunication domain
- Responsible for PAN India Telecom, Leased line and Procurement billing
- Managed full life cycle of Telecommunication domain
- Responsibilities include inventory control, invoice processing and vendor management
- Responsible for all Telco Vendors payments PAN India (Bharti Airtel, Reliance, TATA, BSNL, MTNL, etc.)
- Managed a high volume production environment supporting annual IT and Telecommunications procurement and maintenance contract renewals totaling $25M, and 5,000 invoices
- Centralized Billing & Payments for all Telco's PAN India.
Incident Manager (Site Incharge)
Wipro InfoTech-June
Chennai
06.2010 - 12.2011
- Client - Standard Chartered Bank & Scope International Private Limited
- Need to reduce the desktop incidents within SCB and SCOPE International thus enhancing the business operational efficiency
- To brought down the CPA to 0.40 from 0.60 with the asset of 23500
- Through Brainstorming session, we have to define the incidents, measured, analyze, improve & control the incidents towards for the incident reduction
- Carried out the analysis called FISHBONE to understand the cause of the desktop failures
- Need to conduct an floor walk session to create an awareness to the users on the IT Policies
- Meeting users personally and explained them about basic IT policies and procedures
- Do's and Don'ts poster pasted across Pan India
- Sent user communication mailers
- Identified basic outlook knowledge and presented with screen shots to end users
- Analyzed top repeat caller users and met them personally to understand their concern and clear the areas of concern
- Conduct a room service activity for the desktop & Laptop
- Better staff utilization, leading to greater efficiency
- Improved User and Customer satisfaction
- Reduced business impact of Incidents by doing proactive measure, thereby increasing effectiveness
- Identify and propose old machines which is having minimum requirement for a replacement.
Team Lead - (Helpdesk)
Wipro InfoTech-May
Chennai
05.2009 - 05.2010
- Client - Standard Chartered Bank & Scope International Private Limited
- Act as the first point of contact between the business or its external clients and the IT Customer Technical requirements group, external 3rd parties and service providers
- Develop and mentor Service Desk staff, planning and managing resources effectively
- Meeting the SLA deliverable as per the agreement
- Ensuring C-SAT at the desired level
- Identifying service improvement initiatives and Initiating service improvement plans (SIP), interpreting technical issues and relaying business impact to the business owners
- Co-coordinating with the IT managers (PAN INDIA) to ensure smooth delivery
- Monthly reviews with Client's & IT Managers
- Quality Assurance for tasks with needed improvements, as and when required
- Escalation of any pending issues to the appropriate stakeholder for the faster resolution
- Proactively highlight any personnel/ general issues to the management
- Review performance with Wipro team
- Vendor/Partner (third Party) Escalation Management
- To meet the consistency level for keeping minimum pending calls on a daily basis to attain the target
- Daily pending calls review with the client region wise.
Helpdesk Coordinator
Nebula Computer Pvt Ltd
Chennai
11.2006 - 04.2009
- Client - ABN AMRO [ Royal Bank of Scotland] - Nov 06 - Jul 08
- Standard Chartered Bank & Scope International Private Limited.- Aug 08- Apr09
- Logging calls for end-user reported problem
- Co-ordinating with user ,external team (UK,BELGIUM & MALAYSIA) & with the engineer for solution within agreed TAT
- Daily pending report being flashed to track the incident for fast closure
- Responsible for Achieving SLA and targets set by client and working towards overall satisfaction of customers.
Telesales Executive
Team Lease Service Pvt Ltd
12.2005 - 10.2006
- Client - ICICI Lombard General Insurance Pvt, Ltd
- To sell the insurance package to privilege customers of ICICI
- To achieve target on daily basis
- Educating the customers about the products and its usage.
Education
Bachelor of Commerce -
Bharathiyar University
Erode 06.2002 - 05.2005
Higher Secondary -
Nandhi Mat High Sec School
Erode 06.2001 - 05.2002
Skills
Service Delivery Management
Personal Information
- Father's Name: M S A Sirajudeen
- Date of Birth: 02/16/84
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Awards
- Best contribution to the project ABN AMRO [2006-2007]
- Awarded for TECHGURU for conducting the REMEDY boot camp in WIPRO [2010]
- Best Six Sigma Project [DMAIC] in WIPRO [2010 - 2011]
- Best delivery team for Q3 [2010-2011]
- Champion of the month Q1[2018] at BNP Paribas.
Accomplishments
Best Contribution to the project ABN AMRO (Nov 2006 to 2007)
Certification
ITIL V3
Timeline
Comp Tia Security +
06-2023
ITIL V3
06-2022
Manager IT Infrastructure,App Sec& Production Services
BNP Paribas India Solution Private Ltd
07.2016 - Current
Delivery Manager (Operations Manager)
Wipro InfoTech (GSMC)
12.2012 - 07.2016
Manager Billing (Site Incharge)
Wipro InfoTech-Jan
01.2012 - 11.2012
Incident Manager (Site Incharge)
Wipro InfoTech-June
06.2010 - 12.2011
Team Lead - (Helpdesk)
Wipro InfoTech-May
05.2009 - 05.2010
Helpdesk Coordinator
Nebula Computer Pvt Ltd
11.2006 - 04.2009
Telesales Executive
Team Lease Service Pvt Ltd
12.2005 - 10.2006
Bachelor of Commerce -
Bharathiyar University
06.2002 - 05.2005
Higher Secondary -
Nandhi Mat High Sec School
06.2001 - 05.2002
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