SUNIL KUMAR R V
CHENNAI
+91 96000 96383, sunilkumar.ravindran28@gmail.com
Objective:
To work in an ethical and thought provoking environment which demands the fullest and variant use of my knowledge thereby paving way for my individual growth, teams progress along with the advancement of the firm.
Professional Summary
- ITIL certified professional with 12 plus years of experience in IT Infrastructure, Operations and Project Management. Effective coach and trainer with the ability to motivate and organize diversified teams. Maintain continuous alignment of program scope with strategic business objectives, making recommendations to modify and improve the program when necessary. Creative problem solving and time management skills coupled with outstanding interpersonal skills facilitate tangible and seen results.
- Presently working with Maersk Global Services, Chennai, as Process Manager.
- Adroit in directing overall programs of the organization, inclusive of formulation of strategies, planning for achieving targets, and achieving all round business growth, using IT as a strategic platform.
- Adept in managing cross-functional project teams, resource allocation and deployment, coordination & interactions with the project team and other stakeholders; proficient in providing timely and cost-effective integrated technology solutions.
- An effective communicator with exceptional relationship management skills with the ability to relate to people at any level of business and management and significant experience working with steering committees and other project managers.
- Experience in Project, Vendor, People and Operations Management. Adept knowledge in core ITIL processes like Service Desk, Incident, Problem, Change, Availability, Access, Release and Capacity management.
- A good analytical mind with willingness and ability to quickly learn and adapt.
Maersk Global services, Chennai, India
From: March 2011 to till Date
Role: Process Manager - DC Operations
Project/Team: Data Centre Operations
Organization: AP Moller Maersk
Team Size: 12 + Virtual Teams at Vendor place
Department: SDM - Service Delivery Management
Company Profile:
The A.P. Moller - Maersk Group is a worldwide conglomerate. We operate in 130 countries and have a workforce of over 108,000 employees and still growing. In addition to owning one of the world’s largest shipping companies, we’re involved in a wide range of activities in the energy, logistics, retail and manufacturing industries. Being a Shipping company, Maersk has outsourced the IT requirements to vendors IBM & HP.
Responsibilities:
As Process manager, I manage the day to day operations of off shored Data Center Operations team in Chennai reporting directly to Head of Data Center Operations. Also, performing the admin activities required by Global Service Centers (GSC) and cooperation with various other teams under Maersk Line (MLIT). Reviewing the project and implementing the best practices of the ITIL with vendors IBM & HP and ensuring excellent delivery at all times is my tasks.
Project Responsibilities:
- Handling Strategic projects based on the requirements and MLIT standards
- Responsible for managing the overall project
- Responsible for accomplishing the project objectives within the constraints of the project
- Responsible for the outcome (success or failure) of the project
- Responsible for planning, controlling and monitoring, and also managing and directing the assigned project resources to best meet project objectives.
- Responsible to control and monitor “triple constraints” - project scope, time and cost (quality also) - in managing competing project requirements.
- Responsible to collect metrics data (such as baseline, actual values for costs, schedule, work in progress, and work completed) & reports on project progress and other project specific information to stakeholders
- Responsible for identifying, monitoring and responding to risk
- Responsible for delivering the project’s objectives within scope, schedule, cost, and quality to the project stakeholders
- Managing the day to day operations of core ITIL processes Service Desk, Incident, Problem, Change, Availability, Access, Release and Capacity management.
- Managing the Service level management KPI’s and reports for all the ITIL processes handled by vendors.
- Handling escalations from both business and vendors
- Monitoring the vendor performance and highlight the areas of improvement
- Producing customer reports for various business units within the organization
- Managing the communication to all stake holders on all major IT operations related activities like Major changes, Releases, Change freeze, Network freeze etc.
- Revalidate and redesign the ITIL processes outsourced to vendors
- Evaluate and redesign reports that should be produced by each process
- Define and agree new KPI’s for each process
- Streamlining and standardizing the high level process and control mechanism
- Define reports/output to be produced as part of service delivery
- Implementing reports/output models for each ITIL process
- Preparing SOP’s (Standard Operating Procedures) for each process
- Publishing the reports in Share point
- Overall responsible for operational activities from vendors IBM & HP
From: October 2010 to March 2011
Role: Associate Manager
Project/Team: Infrastructure Management Services
Organization: Cherrytec Intelisolve Limited
Team Size: 22
Department: Infrastructure Management Services
Company Profile:
Cherrytec an IT Infrastructure company provides guaranteed solutions to deploy, monitor, manage, re-design and effectively leverage IT assets of large and medium scale enterprises, ensuring better ROI and better quality of service to our clients. Cherrytec gives the clients the most advanced IT capabilities while enabling them to focus their resources on more strategic issues. Our Clients were SPIC, TPL, MPL, TAC, Chiptest
Responsibilities:
As an Associate Manager - IMS, I used manage a team size of 22 engineers, expert in applications development and infrastructure support
- Designing the infrastructure with ITIL guidelines
- Implemented Helpdesk software (Sys Aid) to monitor the reports
- Responsible for monitoring the reports to improve the services and conducting weekly reviews with the respective teams
- Working with the problem management team to create a database of known errors and making them available to the Incident control & Service desk teams to reduce the incidents
- Coordinating with the problem management team to find definite solutions which can then be implemented as a change by liaising with the Change Management
- Hiring new recruits and train them accordingly and assign them to the most appropriate team as per their performance
- Building the clientele with the services offered
- Presentations provided to the new clients
From: April 2007 to September 2010
Role: Technical Analyst
Project/Team: Remote Desktop
Organization: AVIVA Global Services
Team Size: 18
Department: UKITS - RD
Company Profile:
WNS (Holdings) Limited, is a leading global business process outsourcing company. WNS offers business values to 200+clents globally by combining operational excellence with deep domain expertise. WNS delivers an entire spectrum of business process outsourcing services such as finance and accounting, customer care, technology solutions. WNS has 23000+ professionals across 25 delivery centers worldwide. I was working for the client AVIA.
AVIVA-UK is UK’s leading insurance company in both life and general insurance. AVIVA-UK has more than 60,000 employees working all over UK and few centers in offshore. There are more than 40,000 desktops and 15,000 laptops and over 2000+ applications used by AVIVA-UK employees. Desktop Services as a team is responsible for maintenance of these desktops, laptop, applications and solving queries / incidents with high severity and priority.
Responsibilities:
- Handling IT queries and issues based on the severity and priority.
- Ensure that the ITIL framework guidelines are followed properly.
- Prioritize workflow during peak times and handling escalations from other support teams quickly, effectively and efficiently.
- Instrumental in exploring quick fixes.
- Monitoring the status and progress toward resolution of all open incidents.
- Lead a team of new hires and provided constructive feedbacks on their progress towards the process.
- Maintain new hires performance related data, analyze and create action plan to enhance the performance in liaison with the manager.
- Maintaining healthy relationship with the user’s, support engineers of other teams our onshore colleagues
- Detecting potential trends and liaising with problem management where applicable
- Creating a database of updates and fixes and sharing with the entire team both offshore and onshore.
From: February 2006 to April 2007
Role: Application Engineer
Project/Team: Linksys
Organization: Slash Support India Pvt. Ltd
Team Size: 12
Department: Linksys
Company Profile:
CSS Corp is a global information and communications technology company with an impeccable record for designing, developing, deploying and managing end-to-end IT and network services., CSS Corp provides a truly impressive range of quality services that focus on delivering strategic value and operational efficiency for its customers.CSS Corp proudly works with some of the world's best known customer and partner brands. I was part of Linksys Project.
Linksys, A division of CISCO Systems is the recognized global leader in VOIP, Wireless and Ethernet networking. Based in Irvine, California, Linksys specializes in products and solutions that provide effortless and economical sharing of broadband internet connection, files, printers etc. Linksys Routers are the perfect solutions for newly established small business network. The heart of network, Linksys routers connects wireless or wired Ethernet devices to the network, to communicate as well as connecting several computers securely to the internet using a single broadband connection
Responsibilities:
- Handling technical queries
- Train the new team members about the product and the process
- Prepared & maintained all the reports pertaining to the team (KRA – Key Result Area Metrics)
- Coordinator for the Team and the Team Lead (SPOC – Single Point Of Contact)
From: January 2002 to January 2006
Role: Test Engineer
Project/Team: Application Testing
Organization: Bargain Computer Trading
Team Size: 12
Department:Point of Sale (POS) systems
Company Profile:
Bargain Computers is one of the dealers dealing with HP & DELL products like Monitors, Laptops, PC’s, Printers, and Accessories. Later, they came up with the development of software like POS (Point of Sale) for restaurants; they also had a testing team to test these products before their launch in to the market.
Hospitality point of sale systems has revolutionized the restaurant industry. This is particularly found in fast food service and sales centers. A number of restaurant chains employ systems which use computer networks. They will connect to a server, often referred to as a "store controller" or a "central control unit." Printers and monitors are also found on the network. Additionally, remote servers will connect to store networks and monitor sales and other store data. The efficiency of such systems have decreased service times and increased efficiency of orders.
Responsibilities:
- Analysis of the Project requirements provided by the clients
- Writing Test Scenarios and System Test case and Test case Review
- Doing System, Functional and Regression testing
- Coordinating User Acceptance Testing
- Recreating the issue when the issue comes from the customer and analyzing the source for the same and entering into the Bug tracking tool
- Received Kings award multiple times at Aviva for performance
- Chosen Leader of the quarter at Maersk Global Services
Education :
- 2007 - M.Sc (Information Technology)Correspondence, Annamalai University, Chidambaram, Tamil Nadu
- 2000 – B.Sc (Maths Statistics, Computer Science), Osmania University, Hyderabad, Andhra Pradesh
- 1997 – Higher Secondary Education, Keshav Memorial Junior College, Hyderabad, Andhra Pradesh
- 1995 – Secondary School Certificate, Railway Mixed High School, Hyderabad, Andhra Pradesh
