R S

Experienced IT leader with 18 years across IT Service Operations, infrastructure, applications, service delivery, and project management. Proficient in Azure Cloud, M365, Intune, and ITIL. Cultivates customer-centric cultures by blending technical expertise and visionary leadership. Notable achievements include driving operational efficiency at Dubai Mall and implementing ITIL processes at Pharmalex. Ready to contribute comprehensive skills to IT Operations, Service Management, Projects, and Service Delivery leadership.

Senior IT Service Delivery and Operation Manager

Pharmalex, India, Delhi/NCR | Sep 2020 – Present

Pharmalex is a division of AmerisourceBergen, a prominent global healthcare company. Pharmalex is a specialized consulting firm focusing on regulatory affairs, pharmacovigilance, and quality compliance services for the pharmaceutical, biotechnology, and medical device sectors.

Key Responsibilities :

• Team Leadership: Guiding service delivery teams, I've fostered collaboration and customer-centricity for success
• Seamless Transitions: Crafting transition plans, I've ensured disruption-free service handovers.
• Technical Collaboration: Collaborating with tech teams, promptly resolved issues through preventive measures
• Stakeholder Communication: Transparent communication kept stakeholders aligned and informed
• Critical Issue Escalation: I've swiftly resolved high-priority issues for the Global IT Service Desk
• Performance Metrics: Owning KPIs, I've maintained high service standards
• Technology Optimization: Leveraging tech like Azure, 365, I've enhanced processes and services
• Process Enhancement: Identifying optimizations, I've cultivated efficiency and excellence
• Risk Management: Mitigating disruptions, I've led cybersecurity initiatives
• Performance Reporting: I've facilitated informed decisions via regular reports

Key Accomplishments: 

• Achieved 25% incident resolution time reduction through process optimization.
• Led a team to improve customer satisfaction by 15 % in six months.
• Implemented a strategic 10% IT operational cost reduction.
• Successfully reduced downtime by 20% through proactive maintenance.
• Implemented ITIL processes (Incident, Change, and Problem SOP) and established an efficient Global Service Desk.

POS Project Manager

DataTAAG Technologies Middle East LLC  (Emaar Malls Group) Dubai | Jun’2016 – Dec’2018

Key Responsibilities :

• Successfully steered e-Receipt solution delivery, benefiting 400+ retailers within Emaar tenancies
• Presented project status to top management, ensuring transparent IT service tracking and informed decision-making
• Proactively monitored system availability, optimizing performance and identifying areas for continuous improvement
• Skilfully managed capacity utilization, ensuring infrastructure alignment with dynamic project requirements
• Proficiently oversaw KPIs, SLAs, volumes, and forecasting, driving effective service operations and high satisfaction levels
• Meticulously updated technical FileNet documentation, enhancing system understanding and operational efficiency
• Collaborated with vendors to swiftly resolve critical issues, maintaining seamless service delivery
• Demonstrated adeptness in tools like MS Excel, Project Place, FileNet, Outlook, and ServiceNow for effective project management and system administration

Key Achievements:

• Orchestrated a noteworthy 15% spike in employee productivity through targeted IT training initiatives
• Strategically reduced software licensing costs by an impressive 25%, optimizing usage and negotiating contracts
• Implemented an automated backup solution that significantly slashed data recovery time by 40%, enhancing data security and operational agility

Top of Form

IT Manager

ShoeMart-Landmark Retail Group, Dubai | Feb’15 – Jun’2016

Key Responsibilities :

• Spearheaded comprehensive IT operations oversight, ensuring streamlined management of infrastructure, security, and compliance
• Optimized servers, laptops, mobile devices, and communication systems, bolstering efficiency across LAN, WAN, VPN, and more
• Implemented robust security measures and managed backups, upholding stringent data security and compliance standards
• Aligned IT with business objectives through ITIL principles, optimizing technology to drive organizational success
• Proactively tackled challenges, meeting deadlines, budgets, and service levels while mitigating risks
• Championed adoption of new retail systems via training, empowering users and enhancing functionality
• Cultivated a continuous improvement culture, optimizing IT operations and boosting end-user productivity

Key Achievements:

• Achieved 99.9% system uptime through robust monitoring and proactive maintenance, ensuring seamless operations
• Reduced incident response time by 30% through process enhancements, boosting operational efficiency
• Pioneered security enhancement initiatives that led to a 25% reduction in security breaches
• Recognized for outstanding team leadership and driving a 20% increase in IT staff productivity

Assistant IT Manager

Lifestyle-Landmark Retail Group, Dubai | Oct’2012 – Aug’2014

Key Responsibilities 

• Analysed computer hardware, software systems, networks, and installations to ensure smooth operations and optimal performance in my technical management role
• Leveraged Oracle RMS, WMS, and SIM in the Lifestyle Business Division to enhance store and warehouse operations, streamline processes, and improve efficiency
• Provided functional user training on Oracle Inventory and Warehouse Management System, empowering users to perform tasks efficiently
• Played a key role in documenting processes, creating comprehensive process documents for new users' onboarding, and ensuring operational consistency
• Contributed to overall effectiveness and efficiency by leveraging technology for improvements and enhancing user productivity

Key Achievement:

• Championed the implementation of process enhancements that resulted in a 20% reduction in inventory discrepancies Proactively improved incident resolution time through consistent follow-up with the concerned team, enhancing overall operational accuracy and facilitating smoother workflows

Associate IT Consultant,

ITC InfoTech , Gurgaon | Dec’2010 – Oct’2012

Key Responsibilities 

• Strategically planned and flawlessly executed IT infrastructure implementation for new business units, including Wills Stores, JP EBOs/Warehouses/Factories, and Regional Offices
• Proactively ensured hardware, network, and service availability through timely maintenance and troubleshooting, minimizing downtime and optimizing operations
• Enforced stringent adherence to IT policies and elevated quality standards within responsible units
• Conducted thorough quarterly IT audits, evaluating operations and proposing targeted improvements that enhanced efficiency
• Led insightful monthly performance report discussions with verticals, aligning IT services with core business objectives for maximum impact
• Expertly tracked software licenses, hardware, and IT supplies to facilitate efficient inventory management

Key Achievement: 

• Instrumental in achieving a notable reduction in inventory discrepancies through strategic process enhancements, contributing to smoother workflows and improved overall operational accuracy
• Significantly contributed to establishing a robust IT infrastructure, ensuring policy compliance, and driving continuous operational improvement

Master of Business Administration (MBA) in Information Technology Guru Jambheshwar University, 

City-Hisar, Haryana, India  2005 – 2007

Bachelor of Engineering (BE) in Computer Science Meerut University, 

City- Meerut, Uttar Pradesh, India 1999 - 2003

• PMP Certified (PMI ID- 8568416‎) - Jan 2023 

• Microsoft 365 Fundamentals (MS-900) - Certified in 2022 

• ITILv4 Foundation Certification - Certified in 2021 

• Microsoft Azure (AZ-900) - Certified in 2020 

• Certified Scrum Master (CSM) - Completion in 2020 

• Oracle Cloud Infrastructure Foundation - Completion in 2020 

• MCSE (Microsoft Certified System Engineer) - Certified in 2005 

• CCNA (Cisco Certified Network Associate) - Certified in 2004