Viral Saxena
Service Delivery Manager
Wuppertal
Summary
Talented and accomplished Information Technology professional with a total experience of 17 + years into service delivery and customer management within IT Infrastructure Services domain. Currently working as Service Delivery Manager at Cognizant, GmbH. Current role includes managing service delivery for a large manufacturing customer in Germany to ensure IT data center & cloud related technical services are delivered effectively and smoothly within agreed SLAs and all related ITIL process are met. Handling an offshore team of skilled associates. Responsible for managing customer’s data center & cloud operations in Germany and Netherlands.
Overview
17
17
years of professional experience
Work History
Service Delivery Manager
Cognizant Technology Solutions
Wuppertal
01.2016 - Current
- Currently managing a team of engineers who supports different DC and Azure Cloud related IT technologies and ensure proper technical delivery of services to customer
- Ensuring availability of DC and cloud services within agreed SLAs and ensuring HA for all services
- Working closely with customer on any escalated technical topics related to datacenter& Azure cloud
- External 3rd party vendor support and license cost management within the account
- Identifying scope of improvement in customer’s infrastructure along with technical teams and advising them latest Azure cloud shift for optimal results in business improvement
- Handling datacenter related activities which include vendor management in datacenter, racking stacking of hardware and cabling
- Arranging datacenter vendors for any power and cooling requirements
- Managing different DC related technologies and towers and ensuring DC services are delivered seamlessly within agreed SLAs
- Well versed with ITIL process like change management, incident management and problem management.
Technical Lead
Atos
Bengaluru
09.2013 - 12.2015
- Worked as Tech Lead on backup and recovery domain
- Worked on installation/upgradation of backur servers and client’s version
- Activation of clients, creating policy, datasets, schedules
- End to end backup and storage system administration
- Managing storage and backup replication , supporting 30 PB data for customers.
Consultant
Capgemini
Bengaluru
11.2012 - 09.2013
- Worked as Consultant (Backup & Recovery) at Capgemini, Bangalore
- Role included working as an active member of a team, working on backup tools
- Ensuring backup and restore related services are delivered within agreed SLA with minimal issues
- Ensuring storage and backup availability for end customers with minimal downtime
- Delivering seamless services to customers consuming backup and storage sevrices
Associate Storage Ops Specialist-2
EMC2
Bengaluru
11.2009 - 11.2012
- Worked on backup and recovery products on EMC (AVAVAMAR Networker)
- Includes installation of avamar servers and clients
- Avamar system administration
- Setting of backups, crons, system maintenance ( CP, HFSCHECK , GC ) , crons , email home notifications
- Perform restores
- Perform replication, adding nodes and balancing nodes in Avamar
- Perform utility and storage node replacement
- Patching on existing systems.
Customer Service Engineer
Wipro Infotech
Bengaluru
03.2007 - 11.2009
- Worked as Customer Support Engineer, supporting data center technologies
- Includes installation of RHEL, SLES & SLED
- Activities/Responsibilities included installation and configuration of SUSE Linux 10, implementation of NIS over the SLES platform
- Successfully Installed and configured IBM DS 4300 Storage and installed IBM AIX 6.1 on P-520 server
- Activities/Responsibilities including handling the team, installation and configuration of IBM P – Series servers including logical partitioning, root mirroring, user/group creation, network - multipathing and application supporting configurations.
Education
B.E. - Computer Science & Engineering
Technocrats Institute of Technology
07.2002 - 6 2006
Intermediate - Physics, Chemistry and Mathematics
DAVIC
07.1999 - 6 2001
High School - undefined
SVMHSS
07.1997 - 6 1999
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Deutsch
Beginner (A1)
Timeline
Service Delivery Manager
Cognizant Technology Solutions
01.2016 - Current
Technical Lead
Atos
09.2013 - 12.2015
Consultant
Capgemini
11.2012 - 09.2013
Associate Storage Ops Specialist-2
EMC2
11.2009 - 11.2012
Customer Service Engineer
Wipro Infotech
03.2007 - 11.2009
B.E. - Computer Science & Engineering
Technocrats Institute of Technology
07.2002 - 6 2006
Intermediate - Physics, Chemistry and Mathematics
DAVIC
07.1999 - 6 2001
High School - undefined
SVMHSS
07.1997 - 6 1999
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