Manoj KothariE/201, Arjun Bld, N L Complex, Dahisar East, MumbaiMobile: +91 98 20 44 7988. Email:manoj_kothari79@hotmail.com

Professional SummaryA qualified IT Professional with 11+ years of experience in IT Infrastructure Services & Service Delivery / Service Support with a process driven approach; have been constantly lauded by the management / clients for exhibition of superlative performance. A Team leader/ & team player with strong communication, analytical, relationship management and problem-solving skills. My strength lies in team management and client handling for Projects &/or Process involving either one or more verticals in End user services & Enterprise services.

Training - Professional Certifications

Course completed in Project Management Program (PMP) from Pro Thoughts Institute

Certified ITIL V2 Participated in Managerial Excellence and Leadership Development program VMware Certified Professional on vSphere 4.1 (VCP) Citrix Certified Administrator (CCA, Xen App 5.0) Microsoft Certified System’s Administrator (MCSA) in Windows 2003

Work Experiences

July 2010 till date with Capgemini India Pvt Ltd;

Role: Service Delivery Manager (Infrastructure Outsourcing)In my current portfolio I am responsible for day-to-day operations & ensuring contractual commitments are met. Proactively managing the day-to-day relationship with the client representatives to ensure a high level of customer satisfaction. Single point of escalation for customer/delivery issues and for service towers regarding client issues / opportunities / contractual obligations. Working closely with Account Executive to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new businesses.

Service Delivery Manager – Feb’13 to Till Date -

Monitoring SLA achievement & identify negative trends and implement get-well plans.

Manage contract change process as part of Contract Management and Maintenance to ensure contractual consistency. At present together handling account of annual revenue 10 m€ for client from Power and energy retail business.

Working as a global Infrastructure SDM to ensure that the agreed targets for delivery are consistently met, and in conjunction with the technical leads for the areas managed (where applicable) monitor their performance against those targets

Managing global teams across tower/geo account with Team Member/ PM in the account.

Having substantial input in the management of the financial cycle including invoicing and cost management.

Working with line managers/ team managers to ensure all relevant process documentation reflects ITIL best practices and client requirements, ensuring it is reviewed and updated within agreed timescales. Review and provide assistance in managing OTACE for owned services.

Globally acting as a referral point for client issues, escalations and complaints (for the managed areas only) as well as for customer satisfaction surveys (for the managed areas only)

Forecasts revenue and costs for the assigned project codes. Ensuring that cost control is maintained for the assigned project codes.

Performing SLA measurement and analysis management to ensure all commitments are met.

Ensuring timely delivery and accuracy of regular (monthly) management reports for client and attending review meetings.

Prepare and/or review summary reports on trends, root cause analysis and other reports before they are provided to the client for completeness, contractual requirements, SLA impact and service impacts. Providing service performance reporting to Client and Capgemini Management.

Having substantial input in the development of contractual schedules and Service Level Agreements in line with the current service line aspirations.

Identifying and assisting in the perusal of business opportunities within the existing contract with the Client. Recognizes commercial opportunities and engages in Commercial negotiation with input from Client.

Technical Delivery Lead – April’11 to Jan’13 Responsible for managing the project ensuring issues are resolved in a timely manner and the appropriate corrective actions are implemented. Establish a framework to ensure all red flags/escalations are addressed timely. Take the initiative, consistently delivering results and ensure key objectives are met.

Portfolio details Include: Managing support team highly skilled engineers for Server environment,

Messaging & Lync, VMware & Citrix. Played a key role in identifying mundane tasks and successfully automating them. Track record for implementing, optimizing and maintaining high performance and

high availability server systems Regulating the lifecycle of all incidents/problems/changes reported through the

ITSC, ensuring strict adherence to ITIL processes within agreed Service Level Agreements.

Participating in Incident Management Review meeting, Problem Management Root Cause Analysis meeting and Change Management CAB meeting.

Deft in learning/adapting emerging technologies in order to utilize the most advanced features.

Creative, analytical with demonstrated ability to troubleshoot problems, design strategies to resolve issues and implement effective solutions.

Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations & meeting of organizational goals.

Participating and facilitate meeting as and when required by the account. Be on top of the latest technology trends in the specific technology tower and

guide client on SIPs to be implemented in the environment. Elicit cooperation from a wide variety of sources, including upper management,

clients, and different stakeholders. Worked as Project quality lead for Wintel tower ensuring customer KPI’s are met.

Datacenter Support – July’10 to Mar’11In this assignment deputed as a Senior Server Administrator; Key Contributions Include:

Handling day to day support and services desk incidents for Intel Infrastructure Support team.

Administer and manage Global Active Directory infrastructure spread across physical sites.

Administration of Enterprise mailing system on Exchange 2003. Managing Citrix farm of 50+ Citrix servers hosting 250+ applications.

Troubleshooting routine calls related to user logins, access, performance issues, etc. Patching and migration to higher versions.

Implement and manage key Infrastructure services such as DNS, DHCP, FTP/SFTP, File/Print in clustered and other resilient modes. Resolving day to day issues reported for these services.

Administration of virtual server Infrastructure on VMware ESX/ESXi 4.1. Supporting VMware datacenter hosting more than 500 virtual servers

Performing timely system configuration changes through Change Request and Work Request processes. Service desk tool refers ITIL processes to track all incidents, changes, request, knowledgebase, etc.

Key Contributions Include Server consolidation using physical-to-virtual and vice versa using VMware P2V

Assistant/P2V Converter 3.0. Planned and executed upgrade from VMware version 3.0.1 to 4.1 Migration of AD accounts and Exchange users to another email organization

using Quest Migration Manager for AD/Exchange and Quest Collaboration Services tools

Jan 2008 – June 2010 with Travelex India Pvt. Limited

Role: Engineer Server AnalystPart of the Server management team that manages the project and support work for EMEA region within Travelex.

Portfolio details Include: Ensure all incidents and requests reported for Intel Infrastructure Managing

are resolved within set service level agreements. Mail management (maintaining e-mail accounts, answering the

enquiries/queries, etc) Backup of AD Database, File server data and other critical server’s system

state information. File Server maintenance, folder creation, sharing, rights management, disk

space, NTFS permission checklist and reporting. ISA Server Management - creating access policies, destination sets, protocol

rules, etc. Antivirus management – deploying virus definitions and other updates from

central repository server, deploying to necessary policies to block required content, updating antivirus software database running on Exchange server for new threats, viruses etc

Virtualization and consolidation of servers using P2V Fault finding, troubleshooting, issue resolution and fault escalation within

agreed SLA's Perform pre-defined changes and write and present RCA's Participated in transitions, standardization, documentation, reporting.

Dec 2006 - Dec 2007 with 3i InfoTech Limited

Role: Engineer – Technology SolutionsPortfolio details Include

Commission and Decommission of Widows server using Standard documents. Configuration and Maintenance of Windows Environment. Email management – mailbox creation and other user requested tasks, PST

maintenance and troubleshooting, server backup. File Server maintenance, folder creation, sharing, rights management, disk

space, NTFS permission checklist and reporting Critical server state, data and other services database backup planning and

scheduling. Maintenance & trouble shooting of stand alone systems. Up gradation of computer systems, installation of various parts.

Achievements

Awarded the prestigious Project Star Award for “Outstanding performance & Lasting contribution”, by Capgemini India Pvt. Ltd.Received award for successful quality initiative - LEAN implementation for Nordics region.

Academic Credentials

Bachelors Degree in Computer Engineering from MUMBAI UNIVERSITY, 2001 securing First class.

Personal Details

Date of birth: 16rd May 1979

Marital Status: Married

Passport: J7746086