T.M.Manikanden

Key Achievements

1. IT Modernization & Cost Optimization - Led IT infrastructure transformation, reducing operational costs by 50% and automating service desk operations, cutting labor costs by 32%.

2. Enterprise-Wide Digital Transformation - Migrated 15,000 users to virtual desktops (Gold Ovation Award), deployed Microsoft Intune for 16,000 users, and streamlined IT service agreements, increasing utilization by 30%.

3. Strategic Program Leadership - Managed $40M DaaS project, transitioned physical desktops to VDI/Azure, and optimized ATM infrastructure across the UK, cutting maintenance costs by 25%.

4. People & Process Excellence - Led 140+ staff across India and the UK, established a UK model test lab in Chennai, and promoted Agile & ITIL best practices, improving project delivery by 20%.

1. 30% Improvement in Resource Utilization - Optimized IT project execution through automation and process enhancements.

2. 85% Man-Hour Savings - Designed and implemented a new operating model, significantly increasing operational efficiency.

3. 40% Reduction in Hardware Costs - Successfully executed virtualization and cloud transformation initiatives, optimizing infrastructure investments.

1. Technology Project Leadership & Execution: Deliver cost-effective, high-performance technology projects, ensuring alignment with group strategy. Oversee multiple projects from initiation (Stage Gate 1) to completion (Stage Gate 5) within scope, cost, and timeline.

2. Financial & Resource Management: Prepare and manage project-specific annual budgets, monitor expenditures, analyze variances, and initiate corrective actions. Allocate resources based on project priorities and business requirements.

3. Governance, Risk & Stakeholder Management: Coordinate and handle change, risk, and resource management while working closely with business stakeholders and senior executives. Track project progress and provide regular updates.

4. Key Strategic Initiatives: Led major projects such as Forward Looking Review (ATM infrastructure modernization), ATM Test Bed (UK Model Office replication in Chennai), ATM Removals & Reallocations (10,000 ATMs across the UK), Video Release, Athena Tool Kit, and Digital Studio initiatives.

1. IT Infrastructure Setup & Integration: Established IT infrastructure for 30 processes migrated from the UK to India, ensuring seamless operational initiation.

2. Strategic Virtual Desktop & Network Transformation: Led Quest Virtual Desktop Migration, Common Office Environment & IE Migration, and Network Transformation, optimizing end-user computing.

3. End-User Device Optimization & Security: Managed laptop discovery, printer/scanner rationalization, Blue/Green LAN integration, VCS migration, and endpoint encryption, enhancing security and efficiency.

4. Service Desk & Collaboration Enhancements: Reduced help desk calls, implemented a Technology Office Portal, and led Outlook (Lono) migration, improving user experience and productivity.

1. Led a team of 90 analysts, including 7 Group Leads and 3 Assistant Managers, while designing KRAs, performance measures, and incentive structures. Focused on team motivation, development, and retention to ensure high performance.

2. Managed ITIL-based Service Desk, Desktop Services, and IT Access, ensuring key service level agreements (SLAs) were met. Strengthened service relationships with UK clients and collaborated with on-site teams to enhance customer service levels.

3. Identified trends in workflow and issue occurrence, implementing contingency procedures to optimize processes and mitigate risks. Ensured compliance with policies and procedures while handling escalations and providing end-to-end solutions.

4. Introduced new quality monitoring frameworks, process documentation, and call monitoring metrics to enhance service quality. Promoted knowledge-sharing initiatives, improving process efficiency and customer experience.

5. Achieved significant milestones, including the successful transition of Desktop Services from the UK within the stipulated timeframe. Recognized with the AVIVA HONOURS award for establishing Chennai as a Center of Excellence for Desktop Services. Maintained a 99%+ Resolution SLA, reduced rework to 0.20%, developed tools for performance incentive calculations, and negotiated realistic SLAs based on historical data.

1. Managed and controlled user sessions in Mainframe (CICSPROD, CNM15) while overseeing Mainframe, Prevail, and Phase printers through command interface.

2. Performed troubleshooting for Fiber Link and VPN issues, ensuring seamless connectivity and minimal downtime.

3. Maintained security for user accounts, assisted users with software installation and configuration, and ensured compliance with security protocols.

4. Conducted random request reviews across regions, documented findings, and monitored the approved requests queue at hourly intervals to ensure completeness and accuracy.

1. Collaborated with the virus team to collect and submit samples for analysis while providing technical support for virus, worm, and Trojan detection, removal, and protection. Initiated operating system and application updates, hotfixes, and damage control measures to minimize security-related downtime.

2. Assisted clients in configuring HTTP, FTP, and SMTP traffic, optimizing network bandwidth, and enhancing productivity through eSCM implementation. Designed mail flow, managed non-delivery troubleshooting, and ensured seamless email accessibility.

3. Administered the Rules Database for predefined content management policies, monitored Central Quarantine Manager for undesirable email content, and provided enterprise-level support for EZantivirus, EZfirewall, ETrust Antivirus, and Entrust Secure Content Manager.

4. Achieved key milestones, including winning the Best Customer Support Executive award in an InfoSec Magazine survey, successfully integrating eSCM with ISA proxy, configuring ADCP for user authentication, developing Proxy Automatic-Configuration Scripts, and progressing from Channel Support to Enterprise Support within seven months.