Vimal Srivastava

· Team Management- Responsible to hire, inspire, grow, and developing the talents in the team. Responsible for the career development and performance review for the team. Set the strategy and vision for the team, objective setting, and alignment goals to achieve the global functional objectives. Identifying opportunities to improve team efficiency by automation & process improvements.

· Service Management & Control- Leading regionally distributed team, responsible to manage the technical support and operations for a large number of client base. Ensure SLAs are met for Incidents & requests. Analyze the metrics and act for improvements. Knowledge Management & documentation. Lead the continuous improvement in customer service & operations.

· Technology Operations Management- Responsible to manage complete IT infrastructure of data centers to ensure smooth operations of the business. Collaborate with different global technology verticals to achieve the shared objectives of the technology & operations function.

· IT Project Management – Responsible to manage multiple time-sensitive technology projects simultaneously. Infrastructure build, Application deployment project, Windows10 migration, office365 deployment, etc. Worked on the project in waterfall and agile methodology.

· Stakeholder management- Developing appropriate management strategies to effectively engage stakeholders throughout the lifecycle of the project, based on the analysis of their needs, interests, and potential impact on project success. Coordinating with business units to understand their requirement and help them with a technology solution to improve their productivity.

· Digital transformation and Automation – Continuously inspire and enable the team to identify and action automation opportunities to improve efficiency and effectiveness. Business process improvement by using the latest technologies. Involved in automation of chat support & Automation of processes with Blue Prism RPA.

· Vendor Management, Budgeting & Cost control- Responsible for procurement of technology hardware and Services in SEZ/STPI unit. Responsible to manage the technology vendors, budget for the hardware and services. Constantly looking for cost controls in technology areas.

· Playing the role of InfoSec ambassador for the India office. Ensure adherence to information security policies.

· Responsible for help on statutory and compliance audits around technology.

· End User Technology Support- Led the day-to-day technology support in India. Managing the team of technical support engineers. This team was responsible for level 1 and level 2 support around end-user technologies. Responsible to manage the ticketing system, ensuring SLA & KPI’s are met as agreed with the business. Adoption of ITIL methodology in IT support. Improved the ticket response and resolution time. Responsible for Knowledge management and ensuring the team is creating knowledge records.

· End User technology engineering- Responsible for the engineering of desktop technologies. Managed the complete cycle of new technologies from evaluation to deployment. I was responsible for virtualization and mobile technologies. VMWare, Citrix, MDM.

· IT Infrastructure Management- Managed the infrastructure of India offices, servers, network, circuits, telecom, and multimedia. Proactively worked with global teams and vendors to ensure uptime of data centers.

· IT Project Execution - Responsible for IT projects execution within the time frame. Worked on several projects of technology & infrastructure developments.

· Vendor Management- Managed the hardware, software, Manpower, and telecom vendors, etc. for cost-effective procurements and optimized delivery of services.

· End User Technology Support- Lead the local IT team responsible for providing the end-user technical support. Responsible for Customer satisfaction. Ensure all tickets are proactively assigned and resolved within a defined SLA. Ensure that tickets are updated correctly, and knowledge articles are created appropriately.

· IT Infrastructure Support- Responsible to manage the IT infrastructure in the office and ensure the uptime for infrastructure to run the business smoothly. Coordination with global technology team for infrastructure-related issues and resolution.

· Team Management - Managed internal and external vendor employees to ensure performance and KPIs. Skill development and skill balance for external team members of the local IT team.

· Application management & support - Responsible for third-party business application support. Bloomberg, DataStream, Thompson Reuters, etc. Responsible for end-user support for local applications, hosting of the applications in the local data center, and backup & restoration for the same.

· Project Execution - Coordinated internal resources and third-party vendors for various projects like new technology adoption, Automation, office build, IT infrastructure, and others.

· Vendor Management - Managed service and software development vendor contracts and relationships through collaboration to ensure optimized delivery, effective IT stocks, and maintain service standards. Responsible to manage the AMC contracts.

· Telecom Management - Worked closely with telecom service providers, telecom vendor partners, and global telecom teams to maintain optimum levels of communication to effectively and efficiently complete projects/projects.

· Disaster Recovery Management- Responsible to prepare the business continuity plan and execution of the plan. Managed the data backup schedule and plan.

· Technology End User Support- Responsible to provide the end-user technical support and manage the service desk operation in the Delhi region. Ensure that tickets are logged, responded to, and closed with SLA. I was also responsible to provide management reports for the incidents and requests.

· IT Application Support - Responsible to provide technical support for the NSE trading application NEAT & NEAT XS and ERP. Managed the Lotus notes-based workflow application development and support for internal use. I Developed several workflow-based applications, including leave management, account voucher, attendance register, ticketing system, etc.

· Infrastructure & Server Support- Responsible for managing the server and network infrastructure which includes, network devices, Windows servers Domain controllers, DHCP, Server, Lotus domino server, etc. I managed the IT policy setup & adoption as well.

· Network Infrastructure Support – Responsible for managing the WAN network of 300 lease lines used by brokers for trading purposes. I was responsible to coordinate with the service providers to ensure maximum uptime for lease lines.

· IT Vendor management - Managed the vendor relationship for hardware-software & services. Build a pool of vendors for various IT & telecom services and infrastructure to ensure 100% availability of critical services and supply

· End User IT Support – Responsible to provide level1 technical support. Installation & configuration of Windows & Unix-based operating systems. Installation and maintenance of computer hardware, laptop, desktop, Thin clients, printers, plotters, etc. Responsible for escalation to level 2 & 3 teams to minimize the user impacts.

· Infrastructure management- Responsible to manage the locally installed servers and network devices in the locations. Coordination with vendors & level 2 teams for ensuring the maximum uptime of infrastructure.

· Responsible to manage the partner connectivity based on VSAT communication/ Radio links. Partner site visits across the 40 locations.

· Application support- responsible to provide level1 application support on ERP and other in-house applications.

· End-user support - Responsible for closing customers for IT issues of hardware/software/operating systems, etc.

· Infrastructure Monitoring - Responsible for managing infrastructure alerts, interpreting alerts, and escalating accordingly.

· Asset Management- responsible to manage the technology assets, issuance collection, and hardware troubleshooting.

· Highest number of tickets resolved in the location, appreciated by the MD of the company for the excellent support.

· Application support for internal and third-party applications.