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Work Background
FISSr. Director IT Security
Jul. 2023Mumbai, Maharashtra, India
FISSystem Director
Jul. 2021 - Jul. 2023Mumbai, Maharashtra, India
FISAssociate Director - Systems
Jul. 2015 - Jun. 2021Mumbai• Delivered large-scale programs with Security Patch/Vulnerability Management team (over 75 members) from India and Philippines with focus on technology transformation; collaborated with leadership teams to evaluate critical delivery challenges • Crafted strategic IT transformation plans and implementing target operating models for leveraging new business enablement, reducing costs and streamlining operations to ensure competitiveness across the market • Steered project operations with key focus on defining SLAs and SOPs as well as interacting with prestigious clients, business partners, vendors and other key stakeholders • Developed strategy, direction, and governance processes utilizing ITIL practices; ensured SLA adherence, established a 24X7x365 handover mechanism, mandatory escalation metric and delivery support based on ITIL methodologies • Managed diverse responsibilities, including strategy planning and execution, new initiatives and operations across various stints with the group; delivered exceptional client service throughout complex, mission-critical solutions • Stabilized programs through diligent leadership and rigorous improvements, succession planning to de-risk programs, driving client engagements to baseline expectations • Strengthened relationships with premier customer accounts; coordinated the involvement of company personnel, including support, service, and management resources, in order to meet account performance objectives and customers’ expectations • Created execution roadmaps for budget controls, infrastructure, disaster/business continuity plans to reduce operational costs of resources and infrastructure as well as align business/technology plans and strategic initiatives at the top level
FISSr. Manager Technology
Jul. 2002 - Jul. 2015Mumbai Area, IndiaIT Service Management - At Enterprise Level, Project Management, ITIL Implementation, ITIL V3 Certified • Directed the recruitment function for infrastructure projects; ensured delivery of world-class services to internal/external clients and adhered to the client requirements • Spearheaded key enterprise-wide tool automation projects for driving process efficiency • Conceived, deployed and transitioned new services/new clients within the delivery system Growth Path: Senior Manager Technology Feb 2011 to Jul 2015 Manager (Project Management Office) - IT Service Management Jan 2010 to Jan 2011 Manager (Technology – Employee & Customer Service Desks) Feb 2007 to Dec 2009 Team Leader (Global ATM and Point of Sales Services) Feb 2006 to Jan 2007 Team Leader – Service Delivery Sep 2004 to Jan 2006 Sr. Customer Service Executive Aug 2003 to Sep 2004 Customer Service – Risk Management Jul 2002 to Aug 2003
Elphinstone CollegeLecturer
Sep. 2001 - Feb. 2002Teaching Junior/ Senior College Students Geography
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