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chandan shah

chandan shah

IT Service Delivery Lead

Bangalore
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Summary

IT Service Delivery lead with comprehensive experience in developing and supporting successful IT Projects and solutions incorporating wide range of applications and technologies. Consistently recognized for improving organizational effectiveness and efficiency through creative problemsolving skills. Demonstrated success leading g teams that align business processes and IT infrastructure to realize cost savings, accelerate, performance and sustain strategic flexibility for the organization.

Experience

2017 Oct - Present
IT Service Delivery Lead
Tata Consultacy Service / Bangalore
  • Managing a team of 40+ people from different towers such as Wintel, Data Protection, Messaging and Collaboration, Database, Command Center, Service Desk and End User Computing.
  • Ensures Service Delivery as per Service level agreement defined in the contract; Liaises with Customer to understand expectation, clarify doubts and receive feedback.
  • Performing all monthly and annual financial planning, management, and reporting across the portfolio of projects. Submit project deliverables, ensuring adherence to quality standards.
  • Supporting the pre-sales and sales team in Business Development within the account; Interacting with customers to manage expectations, and ensure smooth project execution to achieve high customer satisfaction.
  • Publishing Service Dashboard on a periodic basis showing account health and areas needing additional oversight to the stakeholders.
  • Governing and driving, action planning and closure of customer feedback/comments for all projects.
  • Manage weekly and monthly Incident review meetings and provide data metrics to Leadership.
  • Conducting periodic review of operations and collects feedback from Client & Internal Management on operational efficiency.
  • Managing customer needs and expectations, through regular project status updates, requirements management, issue resolution, and acting on customer feedback.
  • Coach, mentor and develop staff, including overseeing new employee on-boarding and providing career development planning Create and support reporting (KPIs, customer/vendor SLAs, and Trending) for IT Management and Business Partners.
  • Develop and manage relationships with business partners. Drive continuous improvements in the delivery of IT services, establish both performance targets and stretch goals. ITIL Foundation for IT Service Management.
  • Lead employees using a performance management and development process by goal setting, feedback.
  • Provide standardized reporting to the management on change/incident/problem management, including trend analysis and recommendations.
  • Solid working knowledge of ITILv3 Service Management framework and practices.
2015 Nov - 2017 Oct
Wintel and Cloud Administrator
Tata Consultancy Service / Banaglore
  • System Engineer: Responsible for management and operations of over 800+ servers in a hybrid cloud environment which includes core infrastructure servers such as- AD, DC, Print servers, Files Servers, Messaging servers, DNS and DHCP servers, SQL servers, IIS Servers, Configured high availability clusters to eliminate single point of failure ensuring the overall redundancy of system.
  • Proficient in System Center Management Tools: SCCM and SCOM
  • MS Azure: Azure PowerShell, Storage, Networking, Active Directory, VirtualMachine, Log Analytics, Insights, Monitors, Azure Governance Dashboard.
  • Designed and implemented automation solutions for defined processes IT infrastructure operations landscape which resulted in performance improvements and efficient management of subsystems.
  • Hyper-V and Nutanix: Establishing and expanding private cloud environment. Migration to public cloud and vice versa.
  • Patched Windows Servers and installed new updates to eliminate security problems and protect data through SCCM.
2014 Sep - 2015 Oct
Desktop Engineer
Tata Consultancy Service / Banaglore
  • Active Directory Management: Creating user account, groups, deployment of group policy for security and software installation, day to day troubleshooting to maintain smooth handling of Active directory.
  • Office 365 and Exchange server 2003 : Exchange/Office365 support maintenance and administration(Account Provisioning, distribution group creation).
  • Troubleshoot and customize Office 365 applications including Word, Excel, One Note, Skype for Business, Outlook, One Drive.
  • Service Level Management and Reporting: Execute Service requests, incidents and assist in providing relevant data points in order to comply with Service level management and Reporting.
  • MS office 2013/2016: Supporting for MS office tools issues, Migration issues, Installation/repair MS office, Skype for business.
  • Service now: Incident, Request and Problem Management: Attend to service incidents and requests; notify technical leads on repeated incidents in order to meet the defined target in SLA. And has experience in handling priority tickets and bridge calls.

Education

2011 - 2014
Bangalore University
Bachelor of Computer Application / Computer Application

Skills

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