Executive Summary

An accomplished, result driven Senior Information Technology Executive. Bachelors of Engineering in Electronics with 15 years of rich IT experience. Specialized in managing diverse IT Infrastructure Operations and Engineering Projects in leading IT Organizations, a Premier Investment Bank and a global leader in Business Travel Management. 

Proven track record in defining and executing IT Strategy, Roadmap and IT Transformations with focus on innovation and quality. Ability to utilize people and resources effectively, skilled at hiring, training, coaching and supervising a staff to exceed quotas and to achieve management and personal goals. 

Manage end to end IT Service Delivery using ITSM principles and ITIL framework for various IT disciplines. 

Project Management – PMI Trained. Hands on with all project aspects like scope, scheduling, resourcing and budget. In addition, planning, risk management, tracking and management reporting throughout the project life cycle. 

Contribute directly to Business objectives through evaluation and adoption of new technologies in Visualization and Cloud computing space. 

Execute IT Outsourcing and Offshoring strategies with captive staff or as a managed service with leading Suppliers. Setting up and management of Offshore Delivery Centers focusing on Capacity, Operational throughput, Quality of deliverable, SLA’s and KPI’s.

Partner with internal Sourcing team to manage Vendor/Supplier engagements and drive negotiations to achieve cost efficiency.

Skills

Skills

IT Strategy Roles

Regional Head - Enterprise Mobility and Remote Access for Barclays Capital

  1. Enable Bank's flexible and home working model.
  2. Enable 30+ offshore delivery center suppliers to work with Bank's resources in a controlled and secure manner.
  3. Enable BYOD and Application Streaming 
  4. Sundown Blackberry services replacing with enterprise smartphone mailing solution.
  5. Adoption of End User Virtualization technologies - Desktop and Application virtualization (Microsoft App-V, Citrix & VDI)
  6. Deliver Application build, test, packaging and release solutions for high frequency trading teams.
  7. Outsourcing and Offshoring L1 & L2 operations.
  8. Build IT Centers of Excellence in India and Lithuania.
  9. Design IT Service Management framework

Director - IT Service Delivery - Carlson Wagonlit Travel - Asia Pacific

  1. Application Performance for front office staff (travel agents) - Online booking tools, airline , hotel and other core travel applications both in-house and vendor
  2. IT Service Management - Process design, and implementation.
  3. Offshore L1 and L2 operations for all APAC countries to Manila (PH)
  4. Transform and optimize Mobility - mobile phones, internal collaboration tools like chat, conferencing solutions etc.
  5. Technology operating cost optimization

 IT Transformation

  • IT Separation of Carlson Wagonlit Travel and Carlson Group.

Played a key regional role for Asia Pacific in delivering the program within Cost and Budget. New DataCenter build and migration of Applications and Infrastructure. Migration of 3,000+ users to a new a new Windows Domain across 8 Asia Pacific countries. Global project budget was 57M.

  • Building IT Centers of Excellence (COE) for Barclays Bank in India and Lithuania.

Offshoring and Multisourcing all L1/L2 & BAU operations for End User Technology - IT Services from Singapore to strategic CoE's.

  1. Ran detailed RFI, RFP and PoC’s with Barclays preferred Suppliers partnering with internal Sourcing team. Drew a high level Capability Matrix Scorecard comparing all service aspects and commercials.
  2. Worked with internal technology teams, local HR, Sourcing and Finance teams to hire captive staff in Lithuania and setting up of an Offshore Delivery Center in India with Industry leading 3rd party Suppliers.
  3. Monitor quality, throughput and service levels of the third party Supplier by putting a structured reporting metrics in place. Showcase the trend of BAU volumes running from Offshore and continuous improvement in the service levels at a reduced cost to the Stakeholders.
  4. Schedule regular service reviews with both internal customers and Suppliers.
  5. Drive proper division of work with respect to available skills in a location. Realizing cost and time zone benefits.Comply with the Enterprise Business Continuity model with staff and toolset at the forefront.

Mergers & Acquisitions

  • Supported the acquisition of a major US Investment bank Lehman Brothers - NORAM by Barclays Capital, integrating the End User Technology Services.
  • Merger of IT Organisations and consolidation of End User Technologies between Barclays Capital, Wealth Management, Barclays Retail, Barclaycard and Barclays Africa, (ABSA)

IT Budget

Own and manage Service Delivery yearly budget. Monitor P&L, variance of actual vs. budget, Financial planning.

  • ~ 4 M yearly OPEX
  • Projects ranging from 500K - 19M @ CWT

Vendor Management

Managed Vendor and Supplier engagements for an Offshore Service Delivery model with Barclays in India and Lithuania.

Partner and manage the 3rd party vendors for all end user devices and services; desktop, laptops, thin clients, mobile and collaboration devices, A/V devices and voice/video conferencing solutions.

Drive negotiations and operating cost efficiency-  Reduced CWT 's OPEX spend by 20% in budget 2015.

Partner with Bank's Front Office App Teams and Vendors like Bloomberg and Thomson Reuters. Tailor solution that keeps the application deployment, upgrade and removal environment well managed and scalable. - Barclays

Skilled at driving RFI, RFP and PoC's with suppliers. Couple of examples:

  1. Offshore Delivery Supplier selection in India based on capability matrix scorecard @ Barclays
  2. Application Virtualisation technology selection @ Barclays

 

People Management

Ability to utilize people and resources effectively, skilled at hiring, training, coaching and supervising a staff to exceed quotas and to achieve management and personal goals.

Managed IT operations with captive and managed service teams, remotely and also under follow the sun model.

  • Currently managing a 28 member business facing team responsible for IT Service Management and IT End User Client Services across all CWT markets in APAC; New Zealand, Australia, Singapore, Hong Kong, Japan, Indonesia, Thailand, India (24*7) and Philippines (24*7).
  • Directly Managed a global remote team of 5 Product Managers @ Barclays for Enterprise Mobility and Remote Access services.
  • Managed services of a 25 member offshore delivery center in India providing Application Packaging, Deployment and Patch Management services to Barlcays Bank.

IT Service Management

ITIL Certified Professional. Expert in the following ITIL disciplines

Tool: Remedy, HP Service Center and ServiceNow.

  1. Change Management - Gatekeeper for the IT Production environment. Chair the weekly CAB meeting for all IT Production Changes for APAC markets.
  2. Incident Management - Oversee Incident trends from Global Service Desk through weekly reports. Identify trends and drive management decisions.
  3. Major incident management – Handle the communication room and drive the resolution for business impacting major incidents.
  4. Problem Management - Drive root cause resolution for all major outages service degradation and recurring IT incidents.
  5. Knowledge, Capacity, Availability, Demand and Service Catalog management.
  6. Utilize the CMDB through integration with various BAU processes

IT Righsourcing

In-Sourcing of IT Services from a 3rd party Offshore setup in India to Barclays Technology Center in India 

  1. Exercised the contractual T&C’s (Right to hire) to in-source the permitted managed service staff from the Supplier. Retained institutional knowledge and provided uninterrupted support for critical functions during the transition.
  2. Conducted phase wise ramp down of Supplier ODC footprint and ramp up of the in-house team.
  3. Gained 15% cost benefit through in-sourcing.

Project Management

PMI Trained. Hands on with all project aspects like scope, scheduling, resourcing and budget. In addition, planning, risk management, tracking and management reporting throughout the project life cycle. Involved in the enterprise drive to adopt Agile Development framework using Test Driven development.

IT Automation

Build Self-service solutions and automate intensive but necessary processes

  • Delivered a Continuous Integration zero touch toolset for 'Quantitative Analytics' team combining use of TeamCity and Perforce with WIX (Windows installer XML), Internal Application Lifecycle Workflow and Enterprise Change Management Toolset (ServiceNow).
  • Realized efficiency of 10+ man days/month by fully integrating Change Management within the application release workflow using native ServiceNow API’s. Eliminated Risk as the automated process always follows the correct change control. Gives customers the flexibility as the solution is 100% self service.
  • Delivered a self service application packaging and deployment solutions. Enabling development teams to package and deploy in-house developed applications themselves and hand over the ownership of intellectual property back to the Dev teams.

Desktop Strategy and Application Migrations

Hands on with:

Windows XP - Windows 7 Migrations

Physical to Virtual desktop migrations

FAT to Virtualized application migrations

Legacy application obsolescence project

Enterprise Mobility & Colaboration

Mobile Device Management

Corporate Smartphones, Tablets and Blackberry services

Audio and Video collaboration tools; Blue Jeans, PGi, Skype and MS Lync

MS Sharepoint

End User Technologies

  • Desktop & Print infrastructure - Windows XP, Win7, VDI, Slim/Thin Client, Hypervisor, Antivirus, Browser, Application Packaging & Deployment and Print services.Packaging with Flexera InstallShield 14 & 2012, Windows Installer XML 3.7 (WIX), WISE Package Studio 5.x and ORCA.
  • Microsoft Windows Active Directory administration 2000/2003
  • Messaging and Chat - Microsoft Active Directory, Exchange; Symantec Enterprise Vault; BES (Blackberry) service; Mailmarshal.
  • Intranet and SharePoint – MS SharePoint 2003/2010
  • Remote access and Mobile devices - Windows App/Web Server, Windows DB Server, Windows Virtual Server, Aventail SSL Servers and Load Balancers. Personal Mobile Services users; Remote Access Users; Corporate Smartphones.
  • Rich Media - Audio Visual Technician Support, Installations and Events. VC, Webcasting and Streaming. 
  • Microsoft SQL Server Management Studio 2003 & 2007
  • Application Virtualization using Microsoft AppV 4.6.
  • Evaluation of Application Virtualization Products from Symantec, Numecent, Spoon.NET, VmWare and Novell.
  • Dell ChangeBASE and Citrix AppDNA for Win 7 application readiness testing.
  • User Virtualization using AppSense.
  • Support application deployment and patch management using Microsoft System Center Configuration Manager (SCCM) 2007.
  • Support software distribution using Novell Zenworks 6.5 and Tivoli Configuration Manager 4.2.
  • Administered security products MacAfee e-Policy Orchestrator, Trend Micro for Exchange, Websense and MS ISA Server 2000

Work History

Work History
Feb 2014 - Present

Director - IT Service Delivery

Carlson Wagonlit Travel, Singapore

Manage IT Operations & Production Support for CWT Asia Pacific reporting to the Regional CIO, my role encompasses:

  • Regional head of IT Service Delivery for APAC markets i.e. New Zealand, Australia, Singapore, Hong Kong, Japan, Indonesia, Thailand, Philippines and India.
  • 28 member team spread across 8 APAC Countries.
  • All IT streams; Infrastructure, Network & Voice Services, Development, Security, Engineering & Architecture and IT Service Desk.
  • Gatekeeper for the IT Production environment. Chair the weekly CAB meeting for all IT Production Changes for APAC markets.
  • Oversee Incident trends from Global Service Desk through weekly reports. Identify trends and drive management decisions.
  • Major incident management – Handle the communication room and drive the resolution for business impacting major incidents.
  • Problem Management - Drive root cause resolution for all major outages service degradation and recurring IT incidents.
  • Capacity, Availability, Demand and Service catalog management.
  • Production Support for a wide range of Travel Apps used by internal front office staff (travel agents) and end customers like Online Booking Tools, Market leading corporate travel mobile app
  • Heading ‘End User Computing’ services for APAC including Field Support in all APAC countries (together with Joint Ventures). Managing a 28 member business facing team responsible for End User Client Services spread across New Zealand, Australia, Singapore, Hong Kong, Japan, Indonesia, Thailand, India (24*7) and Philippines (24*7).
  • Partner with 3rd party vendors for all end user devices; Desktop, Laptops, Thin Clients, Mobile and collaboration devices, A/V devices and Conferencing solutions. My Field services staff drives vendor management in their respective countries wrt ISP’s, Mobile services etc.
  • Manage Business and IT Stakeholders from CWT APAC, Global and Joint Ventures.
  • Maintain a Standard Operating Environment with Software and Hardware lifecycle management.
  • Own and Manage Service Delivery yearly budget. Monitor P&L, variance of actuals vs. budget and inputs for financial planning.
  • Drive service and toolset improvement, SME for ServiceNow.
  • Investigate, evaluate, test, recommend, implement and drive adoption of new technologies.
Nov 2006 - Feb 2014

Vice President – End User Technologies

Barclays Bank PLC, Singapore

My role was to drive strategic, effective use of technology, coupled with high-quality deployment and excellent production support in the End User Technology (EUT) domain. Ensuring that technology platforms are optimized and can support business activity and the bottom line.

The core accountability of the EUT team is to deliver world class services and innovative solutions in the following domains:

IT Service Desk, Remote Computing, Desktop Support, Endpoint Protection, Desktop & Server Application Lifecycle management, Email and collaboration tools, Audio Visual and Telephony.

 End User Visualization using Citrix PS4 > XA5, VDI, Application Virtualization technologies.

  • Desktop & Print infrastructure - Windows XP, Win7, VDI, Slim/Thin Client, Hypervisor, Antivirus, Browser, Application Packaging & Deployment and Print services.
  • Intranet and SharePoint – MS SharePoint 2003/2010
  • Messaging and Chat - Microsoft Active Directory, Exchange; Symantec Enterprise Vault; BES (Blackberry) service; Mailmarshal; Sophos; Forefront; Postfix; High Volume Mail platform.
  • Remote access and Mobile devices - Windows App/Web Server, Windows DB Server, Windows Virtual Server, Aventail SSL Servers and Load Balancers. Personal Mobile Services users; Remote Access Users; Corporate Smartphones.
  • Rich Media - Audio Visual Technician Support, Installations and Events. VC, Webcasting and Streaming. 

Operations - Run The Bank’

Regional Head of Enterprise Mobility. Global Head for Remote Access Services.

  • Production support for a High Availability Remote Access platform with circa 140K remote users across all Barclays Business Units.
  • Global team of 5 Product Managers, coupled with L1, 2 and 3 shared support teams.
  • Enable Bank's flexible and home working model.
  • Enable 30+ offshore delivery center suppliers to work with Bank's resources in a controlled and secure manner.
  • Providing MPLS based connectivity to Barclays Citrix resources and VDI pods to Vendor’s Offshore Delivery Centers and On-campus use of strategic Citrix platform.
  • Product manager for in-house Web Resource broker and all it's associated 3rd party components - Microsoft RDP, Hobsoft, Citrix, Sonicwall SSL-VPN (Aventail) and RSA Secure ID.
  • Manage development teams for In-house developed product for this solution.
  • Service Management with L1, L2 and L3 teams supporting the Remote Access Service.
  • Technology –Agile development for In-house product using Java, ASP .NET, SQL backend and XML brokers.
  • Infrastructure components – F5 GTM and LTM’s, Dell Sonicwall, Hobsoft for RDP, MS IIS 7 web servers & Citrix resource broker. 

Co Head - Global ‘Run & Build the Bank’ functions for Application Packaging, Deployment, Release and Microsoft Windows Platform Automations.

Provide Service to Barclays Capital, Barclays Wealth Management, Barclays Retail, Barclaycard and Barclays Africa, (ABSA).

  • Partnered with Global Technology Teams, 3rd party Vendors and Internal Product Owners for Building, Packaging, Testing and Releasing  Global Applications on all Barclays Platforms i.e. Windows, UNIX, Citrix and Mobile devices. Practiced to operate under a regional and global regulatory environment by liaising with Global Information Security and Technology Compliance teams.
  • Managed a 3rd party Offshore Delivery Center in India and Barclays Technology Center in Lithuania providing BAU service for the above mentioned service.
  • Ran an in-house global team in Singapore providing providing the L3 support for the said services.

Develop and execute IT Strategy - Build The Bank’

  • Drive Application Virtualization 'ready for service' strategy within the bank by partnering with Industry leading Suppliers/Vendors, internal Sourcing and Engineering teams. Managing a 3 member team for end to end Supplier RFI, RFP, PoC evaluations, product recommendation and adoption approach.
  • Conducted an In-depth evaluation of Application Virtualization Products from Symantec, Numecent, Spoon.NET, VmWare and Novell as a part of this initiative.Work with Barclays approved 3rd party Vendors and Internal Sourcing teams under Barclays Governance and Supplier NDA’s. Drive technology improvements realizing overall Sourcing benefits like cost reduction, consulting, training, support and unlocking supplier led innovation. Skilled in drafting Business cases, analyzing SoW’s, Return on Investments and TCO’s.
  • Support Mergers of IT organizations and consolidation of EUT Services between Barclays Capital, Wealth Management, Barclays Retail, Barclaycard and Barclays Africa, (ABSA). This involved standardization of builds, group policies, user profile migrations and application rationalization.

  • Implement common Application build and release best practices across Barclays group through automated test / validation modules. Decrease footprint of legacy processes and toolsets e.g. established common deployment tool SCCM replacing legacy toolsets like Altiris, Landesk and Radia.

  • Played a key role in the Windows 7 migration program. Leading the Application Compatibility testing and re-certification module using Dell ChangeBase, Citrix AppDNA and Flexera. Transforming 5000+ critical apps for Equity Derivatives team with an overall scope of 25000 Apps across the Barclays Group.

  • Support the Right device for Right Platform program involving Physical PC’s, Citrix, VDI and Hypervisor VmWare ESX. The focus is to reduce the use of physicals from the desktop state with Citrix and VDI. Build functional use cases from a variety of different users like sales trader, high frequency trader, developer, back office support etc. Based on these use cases recommend the right configuration of VDI’s to the adopters.

  • Drive the development of Self Service Solutions and automated IT service modules for business critical functions. Gain efficiencies, reduce Risk and reduce time to market by streamlining processes and consolidating tools.

  • Contribute towards wider End User Technology initiatives like enabling BYOD by providing the Application Streaming technology. Testing and Early adoption of Ubuntu & KVM based Hyperscale VDI’s for agile development and testing (short term leasing of Virtual Machines)

  • Involved in the enterprise drive to adopt Agile Development framework using Test Driven development for project activities.

Achievements: 

  • Successfully delivered a Continuous Integration toolset for Quant Release team combining use of TeamCity and Perforce with WIX (Windows installer XML), Internal Application Lifecycle Workflow and Enterprise Change Management Toolset (ServiceNow). Reduced complexity of build and release process by making it zero touch for IT Infrastructure teams, gained efficiency in terms of FTE’s and dropped the release time from a 3 day SLT to 4 hours. The solution serves as a use case as it is reusable by any technology team involved in developing in-house applications. 
  • Partnered with global technology teams in delivering self service application packaging and deployment solutions. Enabling development teams to package and deploy in-house developed applications themselves and hand over the ownership of intellectual property back to the Dev teams.
  • Successfully delivered a Self-Service Packaging toolset and service for both Windows and Unix environments for internally developed software. Allowing tighter integration into the development lifecycle of software, and reducing the size of the global service.
  • Supported the acquisition of a major US Investment bank by integrating the Packaging and Software Deployment Toolsets.
  • Successfully delivered a single stop automated Application Packaging, Test & Release life-cycle workflow closely integrating the licensing, governance, performance metrics, app inventory and management reporting functions.
  • Realized efficiency of 10+ man days/month for the customers by fully integrating Change Management within the packaging and release workflow, using native ServiceNow API’s. Eliminated Risk as the automated process always follows the correct change control. Gives customers the flexibility as the solution is 100% self service.
  • Ran an obsolescence program to Retire 4000+ Legacy applications in the bank with Repackaging of ~1500 desktop packages to support Windows XP rollout in the bank.
  • Managed Successful delivery an automated in-house Product/Application recertification module to effectively retire obsolete applications and help Product Owners to track licenses and usage.
  • Designed and Implemented enhanced packaging metrics to facilitate improved management reporting & decision making.
  • Delivered an Openstack Cloud framework for application build and testing. It is based on KVM Hypervisor and Ubuntu OS. This will drive cost efficiency, scalability, self service and speed.
Feb 2005 - Oct 2006

IT Infra Service Delivery Lead

Accenture, India

Offshore Service Delivery Lead providing IT Infrastructure Services to a diverse range of Clients in Energy, Retail, Telecom, Banking and Financial sector.

  • First associate to form, develop and lead an Offshore Delivery Center for Application Packaging and Deployment in Accenture Bangalore, India. Built a team from scratch for an entirely new IT organization under the offshore delivery center in Bangalore. This involved planning, resourcing, enabling processes, coordinating with IT and non IT teams, knowledge transfer from onsite teams, arranging external training for new staff and getting new Clients onboard.
  • Lead an offshore team for Application Packaging and Electronic Software Distribution utilizing a shared resource model. This role included dealing directly with Accenture’s customers to manage and deliver high quality deliverables adhering to strict SLA’s and QA standards.
  • Supervised teams ranging from 5-20 members including staff assessment, training and coaching.
  • Deliver service offering related presentations to prospective clients on a regular basis.
  • Worked on varied Deployment tools and technologies used across clients like SMS 2003, Novell Zenworks 6.5 and Tivoli configuration manager 4.2.
  • Design, deploy and support SMS architecture across 32 countries design. Handling 10+ primary sites and 30+ secondary site servers. Security Patch Management using SMS 2003.
  • Packaging & Deployment using InstallShield 14, FlexNet AdminStudio, WISE Package Studio 5x, Microsoft AppV 4.6, WIX, SMS2003/ SCCM 2007, Novell Zenworks 6.5, Tivoli Configuration Manger 4.2 and Microsoft Virtual Server.
Jul 2001 - Feb 2005

Associate, IT Infrastructure Services

Cognizant Technology Solutions, India
  • Worked as an Onsite Transition Lead for XP Deployment & Standardization of Microsoft desktop environment in IndyMac Bank, CA. USA.
  • Lead the Offshore Application packaging & Software distribution team.
  • Worked as Senior Microsoft System Admin for Windows Server NT/2000/2003, in roles of DNS, DHCP, WINS, PROXY, SQL server, VSS server, IIS, RIS server, Print server and Terminal server.
  • Administrated MS 2000/2003 Active Directory and Messaging Environments using MS Exchange 5.5, 2000 & 2003. Technical specialist for Migration of Exchange Server 5.5 to 2000 project.
  • Handled Data center operations, primarily liable for MS Windows 2000 Active Directory Domain architecture, MS Exchange 2000 based messaging environment, VERITAS net backup and SQL Server Database.
  • Team member for Migration from Windows NT 4.0 to 2000 project.
  • Design and implementation of Security Policies via MacAfee e-Policy Orchestrator.
  • Evaluated security products like Microsoft ISA server, MacAfee, Symantec, and Trend Micro, Websense etc.
  • Windows Server consolidation, housekeeping, device standardization and certifying them for production rollouts.
  • OS, IIS server and Sql Server hardening using baseline security policy approved in BS7799.
  • Business Continuity Plan coordinator for typical Onsite Offshore Model projects.
  • Worked towards Quality system like Six Sigma, ISO 9001:2000, BS7799 and CMMI initiatives.
  • Faced Information Systems and Security audits by both internal and external auditors.
  • Provide IT support for all VIP’s and high profile internal customers.

Education

Education
May 1997 - May 2001

Bachelors in Electronics Engineering

Nagpur University

Full Time Bachelors in Electronics Engineering from Nagpur University India in first class, passing year 2001

Certifications

Certifications
Sep 2010 - Sep 2010

IT Project Management

George Washington University School of Business

3 day workshop for IT Project Management followed by a certification test.

Sep 2006 - Sep 2006

ITIL v2

ITSM - IT service management

Information Technology Infrastructure Library

Aug 2006 - Aug 2006

Advanced Application Packaging wit WISE Packaging Studio

Altiris

Advanced Application Packaging in WISE Packaging Studio 6.0 trained from Altiris

Trainings

  • Leading Leaders - 3 day offsite professional workshop on Leadership
  • Project Management Institute (PMI) trained on Project Management
  • Microsoft Project 2003.
  • Microsoft Active Directory, Exchange Administration and Migration – Microsoft Partner
  • Microsoft ISA server 2000

References

Available on request.