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PRABHU KANNAN PMP®, ITIL® Hp: +65 91088382 / 94893480, Res: +65 66856484
Block 307B, #15 -52, Anchorvale Road, Singapore – 524307 Email: kkprabu@yahoo.com.sg /
thabhu99@yahoo.com
Singapore PR - Since 2004
Program / Project Manager - IT Infrastructure & Application
Domain Exposure: IT Financial Instructions; Medical Healthcare Institutes; IT Hardware & Services &Computer Consultancy
♦ Project/Program Management ♦ PMO ♦ SLDC ♦ Scrum ♦ Agile ♦ Budget estimation & Cost control ♦ Risk
Management ♦ IT Security and compliance ♦ IT Audit ♦ IT Security Management ♦ Change Management ♦ Capacity
Management ♦ Data Center Setup ♦ Virtualization ♦ ITIL Foundation ♦ IT Security and compliance ♦ IT Audit ♦ BPM ♦
BCP& DRP ♦ Vendor Management ♦ Transition Management ♦Escalation and Stakeholder management
PMP Certified Project Manager promoting business transformations. A Singapore PR with over 15 years plus of industry
experience in initiating and counseling newer ideas, products and vision to drive and promote change, motivate and
inspire teams to achieve results congruent to their capabilities. Strong exposure in program and project management,
IT infrastructure & Application management and IT process improvement. Proven ability in analyzing organizational
requirements, recommending cost effective business solutions, defining IT vision and preparing future roadmap by
utilizing latest technologies & industry best practices and increasing customer satisfaction.
• Proficient in managing and delivering simultaneous projects (worth over 500K SGD) and implementing business
solutions within assigned project scope, timeline and cost constraints.
• Experienced in Senior IT Management role, skilled in developing, training and leading cross-functional teams
across diverse locations in achieving assigned corporate goals.
• Successful end-to-end delivery of large scale and strategic Projects / Programs across the Region
• Excellent in matrix management & virtual team’s capabilities across multiple geographies and functions
• Strong working experience in core infrastructure projects around Server, Network, Storage & Backup, Data Centre
• Proven skills in developing comprehensive project plans consisting of milestones, detailed deliverables, resource
estimates, and schedules for each major phase of the multiple projects.
• Good team player with client centric mind-set & Good People Management and Interpersonal skills.
• An articulate communicator combining strong interpersonal, negotiation, problem solving, relationship
management, analytical and decision making capabilities.
• Strong Experience in business process mapping and optimization
TECHNICAL SKILLS:
• Capable of managing multiple projects / deliverables concurrently often within aggressive time line Good
understanding and experience on various IT infrastructure platforms such as Networks (Cisco Firewalls, Routers,
Switches, MPLS etc.), Wintel servers (MS Windows Server and Linux), Databases (MS SQL Server, DB2), Storage
Area Network (EMC, NetApp), Virtualization (Hyper-V, VMware), Mobility (MDM, VDI), Telephony, Messaging and
Communication (MS Office365, MS Lync), Tracking and Monitoring tools (SCCM, Tivoli).
• Data center infrastructure with knowledge of VMWare, firewalls, Citrix, NetApp, Load balancers, monitoring and
DC operations
• Strong knowledge in the technical domains like Middleware (IBM WAS/Jboss), Data Center, Network and
Platforms, as well as methodologies, policies and processes relating to the end-to-end implementation of an ICT
System
CERTIFICATIONS:
• PMI accredited PMP® Professional - Project Management Institute
• ITIL® Certified – V3 Foundation
• Knowledge of SLDC, Agile, Scrum Application / Software development
• Knowledge of IT System Audit and IT Security CISM & CISA
• Knowledge SLDC, Agile &Scram and Software / Application deployment
• Proficient in using Microsoft Project, Visio, Word, Excel, PowerPoint, Service Now, SharePoint
• Good in preparing and presenting project status report ,Dash boards to reflect the KPI to the key stakeholders
ACADEMICS
• MBA (e-Commerce – IT), Annamalai University, Singapore Branch (2007) First Class
• BBA (Business Administration), University of Madras (1999)
• Diploma (Electronics & Communication Engineering), Department of Technical Education, TN (1992)
PROFESSIONAL EXPERIENCE
Project Manager – Jul’16 – Jan’17 - DBS Bank, Singapore
Key Profile: IT- Application & Infrastructure Project Management (PMP, Scrum Agile)
• Lead and facilitate cross-functional teams to define the scope and business case for change, with clear
articulation of the opportunities/pain points, key drivers/metrics, business benefits, resource and governance
plans required
• Responsible for managing the delivery of and providing direction within a project, working closely with the
relevant business leads and stakeholders on a regular basis
• Ensured the scope, approach, solution design, timelines, costs, benefits and all other key aspects of the
project are documented
• Managed the project / change through the methodology and successfully delivers the scope with a disciplined
approach to change control and zero tolerance for scope creep
• Managed regional Projects and Represents senior Operations management in regional Customer escalations
• Responsible for Continuous Service Improvement and Efficiency initiatives
• Initiate and integrate the teams in project management calls/meetings to provide detailed overview of the
Project tacking and/or address escalations
• Perform planned and proactive actions in order to keep the network and the servers running at the high
availability and readiness
• High quality is planned and delivered on the project, meeting all agreed upon requirements and ensuring high
customer satisfaction through the management of the overall customer experience.
• Interaction/engagement with Customer/Vendors/Senior Manager’s/ Stakeholders in order to manage current
operational /project requirements and/or assist the sales team to develop new business opportunities
Accomplishments
• Successfully completed more than 4 Regional project delivered on time with excellent customer satisfaction
• Demonstrate success in managing multiple projects / deliverables concurrently often within aggressive
timeframes; ability to cope under time pressure
IT- Application & Infra Services Project Lead / Business Analyst- (Aug 2014-Jul 2016)
Argon Medicals, Singapore (Argon Medical Devices is a global manufacturer of specialty medical products headquartered in Plano, Texas. It
offers a broad line of medical devices for Interventional Radiology, Vascular Surgery, Interventional Cardiology, and Critical Care procedures.)
Key Profile: Project Management & Business Analysis
• Lead Manage IT related projects of a medium to large project, to conceptualize, develop and execute the project
plan.
• Act as a bridge between the technical consultation team and the business team in the preparation and submission
of all project approval documentations.
• Work with a team of shared resources with the necessary know-how to ensure smooth delivery of each project.
• Develop tracking indicators that will provide clear status visibility throughout the project.
• Conduct regular reviews and meetings with business users, as well as, vendors/partners to ensure that project
budgeting and schedules are on track.
• Work closely with the Senior Management to assure that project deliverables are consistent with Business
Segment goals & objectives.
• Provide senior management support to deals as required – participate in customer meetings, deal executive
sponsor / steering committees, etc.
• Responsible for the deliverables and ensure that they are delivered accordance to relevant IT policies and SDLC
/Agile / PMI PMP standards.
• Anticipate analyses, address and resolve any issues or risks either independently or together with the relevant
stakeholders and propose alternative solutions as necessary.
• Identify gaps and internal / external resources from the requirements. Provide effort & cost estimation based on
the gaps identified
Accomplishments
• Ameliorated Project Management IT Framework, achieved 15% man-hours reduction, with clearer and
open communication channels with senior management team.
• Marshaled and oversaw Business Application development and maintenance of QAD (ERP) architectures
and customizations of auto reportingdashboard charts for business needs.
• Successfully completed the ERP upgrade project regional/global
• Managed and Performed various ERP /SharePoint/ Business intelligent rollouts for Finance, Supply chain
Sales and Marketing
• Successfully implemented the Barcode Automation / System at HQ at US and also in Singapore.
IT- Project Manager (Nov 2010 - Oct 2013)
IBM Singapore, Singapore (An American multinational technology and consulting corporation, involved in manufacturing and marketing
computer hardware and software, and offering infrastructure, hosting and consulting services in areas ranging from mainframe computers to
nanotechnology)
Key Profile: Worked in IBM Singapore for client DBS Bank and handled the responsibility of consolidating and
enhancing DBS' data centres in Singapore and Hong Kong.
• Manage clients and propose suitable solutions, determine project goals to ensure the project supports business
Objectives and strategies.
• Managed the all phases of project involving initiation, execution, monitoring & control and closure activities.
• Developed the project plans which include requirements, scope, deliverables, budget and schedules.
• Working in partnership with the business user’s project PM's/team and IT teams/resources to develop an agreed
project plan and identify project deliverables.
• Manage master project plans and timelines; real-time adjustment of timelines as necessary to address issues as
they arise, projecting and escalating risks to delivery.
• Track project deliverables and ensure projects are completed within budget, schedules and quality
• Recommended solutions, identified root causes, resolved recurrent problems, assessed and mitigated risks.
• Ensured project delivery within the assigned time, quality and budgetary parameters.
• Ensured any changes arising are discussed well in advance to ensure the customer’s expectations are managed
effectively.
• Ensured timely and accurate completion of all internal project management reports including milestone, backlog,
status and other reports, as requested.
• Interfaced with the client, managed client expectation and updated project stakeholders on project progress.
• Ensured recovery and remediation of troubled projects and attained client satisfaction.
• Tracked project milestones, managed changes and secured customer's approval for project billing.
• Mentored and motivated the team members to enhance performance and attain organizational objectives.
Accomplishments
• Project Management: Successfully launched several projects (worth $500K – Million); completed more than
15 Projects within 3 years within time and budget; promoted to a leadership role to lead a team of PMs within
a year.
• Project Management office: Worked with PMO team in establishing a standard Project Management frame
work for tracking the Project Schedule, Cost, Risk, Issue and Change management for single project as well as
multiple project
IT- Application & Infra Project Manager / Business Analyst (Oct 2006 - Jul 2010)
Becton Dickinson Pte Ltd., Singapore (A Medical Technology Company serving Healthcare Institutes, Life Science Researchers, Clinical Labs,
etc. and offering road range of medical supplies, devices, lab equipment and diagnostic products)
Key Profile: Handled MIS operations and IT operations of the MIS department. to meet corporate goals; provided
strategic and operational support to the local, regional & global products, technologies and methodologies; developed
offshore outsourcing program and ensured IT process improvement; mentored & trained IT associates to achieve
KPIs.
• Develop and maintain a technology infrastructure road map for computers, networks, data center and all end user
devices to ensure all infrastructure assets are fit for use, modern and supported by technology providers.
• Ensured efficient partnership with the corporate IT team regarding strategies for accomplishing global
infrastructure projects (world-wide level).
• Managed the IT infrastructure and Application team and provided the stable IT environments in Asia and Global.
• Implemented and integrated the existing global/Regional/local systems in line with the Overall IT systems and
Tracked overall strategic initiatives and recommended requisite changes to the project portfolio.
• Manage regional IT projects (Applications & Infrastructure) and managing a team of analysts and developers.
• Monitored the development and implementation of IT policies, procedures and standards.
• Planned IT budgets and managed capital expenditure for IT support, infrastructure and application development.
• Handled project management & process management activities in the Asia Pacific region.
Accomplishments
• Established PMO: Established the centralized project management setup in managing the IT project /
programs as per the Global IT Framework.
• IT Process Mapping: Worked as IT Manager, set up data backup policy to secure corporate data for Business
Continuity Management, Unix based legacy applications and Windows based systems to build reliable and
cost-effective data protection architecture.
• Disaster Recovery and Business Continuity Planning: Managed Disaster Recovery solution for several
lines of business and involved in disaster recovery planning and testing of all mission critical application &
system; improved the response time for fail-over and fail-back by 70%.
IT Support Lead / IT Cluster Lead / IT Customer Support Engineer (Oct 2001 - Sep 2006)
Opus IT Services Pte Ltd., Singapore (A leading IT Services and Solutions Provider in Singapore and a major and preferred Service Partner of
IBM Singapore Pte Ltd.)
Key Profile: Reported to the Supervisor-IT, managed service delivery and worked in the following IBM divisions:
Service Delivery Lead (IBM Global Services) (Jan 2004 - Sep 2006)
• Handled service delivery management in IBM services center
• Prepared and managed operating & capital budgets.
• Involved in logistics planning, procurement & supply chain management, delivery planning and profitability.
• Developed & maintained IT operational documents & processes and ensured compliance with customer SLAs.
• Worked with the business partners and external vendors for timely delivery of outsourced services.
• Developed relationship with the customer, delivered quality service and attained customer satisfaction.
IBM Service Centre Lead (Aug 2001 – Dec 2003)
Led and managed the IBM Technical Support Team and IBM Customer Service Centre Team, managed daily
operations, handled & resolved customer escalations for IBM Service Centre, achieved service level objectives, key
performance indicators, SLA compliance and customer satisfaction.
• Provide direction and coaching for the establishment and monitoring of complex services/business requests (SLA
implementation).
• Conducted performance trending analysis and recommended solutions for process improvement.
• Reviewed statistics to measure staff & team performance.
• Monitored interaction between agents and callers to ensure quality service delivery.
Highlights:
• Received ‘IBM Thumbs Up Award” for delivery of excellent customer service.
• Instrumental in reducing abandoned call rate by 60% and surpassing KPIs.
• Led the team to win numerous compliments and awards.
MIS Manager (Jan 2001 - Jul 2001)
Sara Lee TTK Ltd., Chennai, India (Sara Lee TTK offers high quality consumer products globally, most of its international & local brands
holding leading positions in their markets)
Key Profile: Managed MIS staff; identified critical business issues; developed cost effective solutions for customers
and MIS associates; defined MIS standards and policies in liaison with external auditors.
IT Operations Manager / Product and Service Centre Manager (Jan 2000 - Sep 2000)
Siltek Dynamic Distribution, Botswana (A leading Company involved in the distribution of a wide range of hardware & software products,
peripherals, components and consumables including assembly and pre-configuration of PC & Servers)
Key Profile: Led the IT Service Delivery team, managed Service Centre, delivered service desk, desktop and
application support; provided quality and profitable services as per assigned SLA; ensured policy compliance to attain
SLA and meet & exceed client expectations.
Engineer (Jan 1996 - Dec 1999)
HCL Infosystems Ltd., Chennai, India (India´s premier hardware, services and ICT Systems Integration Co., offering varied products including
Computing, Storage, Networking, Security, Telecom, Imaging and Retail to the customers)
Key Profile: Acted as the Head of the Quality & Reliability dept., assessed vendor performance, conducted product
testing, improved quality of the incoming material and ensured quality control of outgoing products.
Senior Supervisor (May 1992 - Jan 1996)
JTC Technology (Tandon Group Co.), Chennai, India (The Tandon Group Companies offer IT Hardware and Services, JTC Technology being
India’s leading technology innovators and ideal manufacturing / infrastructure partner for the clients)
Key Profile: Involved in quality assurance management, management of quality aspect of manufacturing processes
to ensure delivery of quality products.
PERSONAL PARTICULARS
• Date of Birth: 15th
April 1970
• Languages Known: English and Tamil
• Residential Status: Singapore PR (Since Apr 2004)
• Preferred Location: Singapore
• Date of Birth: 15th
April 1970
• Languages Known: English and Tamil
• Residential Status: Singapore PR (Since Apr 2004)
• Preferred Location: Singapore

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Resume_ Prabhu Kannan_PM

  • 1. PRABHU KANNAN PMP®, ITIL® Hp: +65 91088382 / 94893480, Res: +65 66856484 Block 307B, #15 -52, Anchorvale Road, Singapore – 524307 Email: kkprabu@yahoo.com.sg / thabhu99@yahoo.com Singapore PR - Since 2004 Program / Project Manager - IT Infrastructure & Application Domain Exposure: IT Financial Instructions; Medical Healthcare Institutes; IT Hardware & Services &Computer Consultancy ♦ Project/Program Management ♦ PMO ♦ SLDC ♦ Scrum ♦ Agile ♦ Budget estimation & Cost control ♦ Risk Management ♦ IT Security and compliance ♦ IT Audit ♦ IT Security Management ♦ Change Management ♦ Capacity Management ♦ Data Center Setup ♦ Virtualization ♦ ITIL Foundation ♦ IT Security and compliance ♦ IT Audit ♦ BPM ♦ BCP& DRP ♦ Vendor Management ♦ Transition Management ♦Escalation and Stakeholder management PMP Certified Project Manager promoting business transformations. A Singapore PR with over 15 years plus of industry experience in initiating and counseling newer ideas, products and vision to drive and promote change, motivate and inspire teams to achieve results congruent to their capabilities. Strong exposure in program and project management, IT infrastructure & Application management and IT process improvement. Proven ability in analyzing organizational requirements, recommending cost effective business solutions, defining IT vision and preparing future roadmap by utilizing latest technologies & industry best practices and increasing customer satisfaction. • Proficient in managing and delivering simultaneous projects (worth over 500K SGD) and implementing business solutions within assigned project scope, timeline and cost constraints. • Experienced in Senior IT Management role, skilled in developing, training and leading cross-functional teams across diverse locations in achieving assigned corporate goals. • Successful end-to-end delivery of large scale and strategic Projects / Programs across the Region • Excellent in matrix management & virtual team’s capabilities across multiple geographies and functions • Strong working experience in core infrastructure projects around Server, Network, Storage & Backup, Data Centre • Proven skills in developing comprehensive project plans consisting of milestones, detailed deliverables, resource estimates, and schedules for each major phase of the multiple projects. • Good team player with client centric mind-set & Good People Management and Interpersonal skills. • An articulate communicator combining strong interpersonal, negotiation, problem solving, relationship management, analytical and decision making capabilities. • Strong Experience in business process mapping and optimization TECHNICAL SKILLS: • Capable of managing multiple projects / deliverables concurrently often within aggressive time line Good understanding and experience on various IT infrastructure platforms such as Networks (Cisco Firewalls, Routers, Switches, MPLS etc.), Wintel servers (MS Windows Server and Linux), Databases (MS SQL Server, DB2), Storage Area Network (EMC, NetApp), Virtualization (Hyper-V, VMware), Mobility (MDM, VDI), Telephony, Messaging and Communication (MS Office365, MS Lync), Tracking and Monitoring tools (SCCM, Tivoli). • Data center infrastructure with knowledge of VMWare, firewalls, Citrix, NetApp, Load balancers, monitoring and DC operations • Strong knowledge in the technical domains like Middleware (IBM WAS/Jboss), Data Center, Network and Platforms, as well as methodologies, policies and processes relating to the end-to-end implementation of an ICT System CERTIFICATIONS: • PMI accredited PMP® Professional - Project Management Institute • ITIL® Certified – V3 Foundation • Knowledge of SLDC, Agile, Scrum Application / Software development • Knowledge of IT System Audit and IT Security CISM & CISA • Knowledge SLDC, Agile &Scram and Software / Application deployment • Proficient in using Microsoft Project, Visio, Word, Excel, PowerPoint, Service Now, SharePoint • Good in preparing and presenting project status report ,Dash boards to reflect the KPI to the key stakeholders ACADEMICS • MBA (e-Commerce – IT), Annamalai University, Singapore Branch (2007) First Class • BBA (Business Administration), University of Madras (1999) • Diploma (Electronics & Communication Engineering), Department of Technical Education, TN (1992)
  • 2. PROFESSIONAL EXPERIENCE Project Manager – Jul’16 – Jan’17 - DBS Bank, Singapore Key Profile: IT- Application & Infrastructure Project Management (PMP, Scrum Agile) • Lead and facilitate cross-functional teams to define the scope and business case for change, with clear articulation of the opportunities/pain points, key drivers/metrics, business benefits, resource and governance plans required • Responsible for managing the delivery of and providing direction within a project, working closely with the relevant business leads and stakeholders on a regular basis • Ensured the scope, approach, solution design, timelines, costs, benefits and all other key aspects of the project are documented • Managed the project / change through the methodology and successfully delivers the scope with a disciplined approach to change control and zero tolerance for scope creep • Managed regional Projects and Represents senior Operations management in regional Customer escalations • Responsible for Continuous Service Improvement and Efficiency initiatives • Initiate and integrate the teams in project management calls/meetings to provide detailed overview of the Project tacking and/or address escalations • Perform planned and proactive actions in order to keep the network and the servers running at the high availability and readiness • High quality is planned and delivered on the project, meeting all agreed upon requirements and ensuring high customer satisfaction through the management of the overall customer experience. • Interaction/engagement with Customer/Vendors/Senior Manager’s/ Stakeholders in order to manage current operational /project requirements and/or assist the sales team to develop new business opportunities Accomplishments • Successfully completed more than 4 Regional project delivered on time with excellent customer satisfaction • Demonstrate success in managing multiple projects / deliverables concurrently often within aggressive timeframes; ability to cope under time pressure IT- Application & Infra Services Project Lead / Business Analyst- (Aug 2014-Jul 2016) Argon Medicals, Singapore (Argon Medical Devices is a global manufacturer of specialty medical products headquartered in Plano, Texas. It offers a broad line of medical devices for Interventional Radiology, Vascular Surgery, Interventional Cardiology, and Critical Care procedures.) Key Profile: Project Management & Business Analysis • Lead Manage IT related projects of a medium to large project, to conceptualize, develop and execute the project plan. • Act as a bridge between the technical consultation team and the business team in the preparation and submission of all project approval documentations. • Work with a team of shared resources with the necessary know-how to ensure smooth delivery of each project. • Develop tracking indicators that will provide clear status visibility throughout the project. • Conduct regular reviews and meetings with business users, as well as, vendors/partners to ensure that project budgeting and schedules are on track. • Work closely with the Senior Management to assure that project deliverables are consistent with Business Segment goals & objectives. • Provide senior management support to deals as required – participate in customer meetings, deal executive sponsor / steering committees, etc. • Responsible for the deliverables and ensure that they are delivered accordance to relevant IT policies and SDLC /Agile / PMI PMP standards. • Anticipate analyses, address and resolve any issues or risks either independently or together with the relevant stakeholders and propose alternative solutions as necessary. • Identify gaps and internal / external resources from the requirements. Provide effort & cost estimation based on the gaps identified Accomplishments • Ameliorated Project Management IT Framework, achieved 15% man-hours reduction, with clearer and open communication channels with senior management team. • Marshaled and oversaw Business Application development and maintenance of QAD (ERP) architectures and customizations of auto reportingdashboard charts for business needs. • Successfully completed the ERP upgrade project regional/global • Managed and Performed various ERP /SharePoint/ Business intelligent rollouts for Finance, Supply chain Sales and Marketing
  • 3. • Successfully implemented the Barcode Automation / System at HQ at US and also in Singapore. IT- Project Manager (Nov 2010 - Oct 2013) IBM Singapore, Singapore (An American multinational technology and consulting corporation, involved in manufacturing and marketing computer hardware and software, and offering infrastructure, hosting and consulting services in areas ranging from mainframe computers to nanotechnology) Key Profile: Worked in IBM Singapore for client DBS Bank and handled the responsibility of consolidating and enhancing DBS' data centres in Singapore and Hong Kong. • Manage clients and propose suitable solutions, determine project goals to ensure the project supports business Objectives and strategies. • Managed the all phases of project involving initiation, execution, monitoring & control and closure activities. • Developed the project plans which include requirements, scope, deliverables, budget and schedules. • Working in partnership with the business user’s project PM's/team and IT teams/resources to develop an agreed project plan and identify project deliverables. • Manage master project plans and timelines; real-time adjustment of timelines as necessary to address issues as they arise, projecting and escalating risks to delivery. • Track project deliverables and ensure projects are completed within budget, schedules and quality • Recommended solutions, identified root causes, resolved recurrent problems, assessed and mitigated risks. • Ensured project delivery within the assigned time, quality and budgetary parameters. • Ensured any changes arising are discussed well in advance to ensure the customer’s expectations are managed effectively. • Ensured timely and accurate completion of all internal project management reports including milestone, backlog, status and other reports, as requested. • Interfaced with the client, managed client expectation and updated project stakeholders on project progress. • Ensured recovery and remediation of troubled projects and attained client satisfaction. • Tracked project milestones, managed changes and secured customer's approval for project billing. • Mentored and motivated the team members to enhance performance and attain organizational objectives. Accomplishments • Project Management: Successfully launched several projects (worth $500K – Million); completed more than 15 Projects within 3 years within time and budget; promoted to a leadership role to lead a team of PMs within a year. • Project Management office: Worked with PMO team in establishing a standard Project Management frame work for tracking the Project Schedule, Cost, Risk, Issue and Change management for single project as well as multiple project IT- Application & Infra Project Manager / Business Analyst (Oct 2006 - Jul 2010) Becton Dickinson Pte Ltd., Singapore (A Medical Technology Company serving Healthcare Institutes, Life Science Researchers, Clinical Labs, etc. and offering road range of medical supplies, devices, lab equipment and diagnostic products) Key Profile: Handled MIS operations and IT operations of the MIS department. to meet corporate goals; provided strategic and operational support to the local, regional & global products, technologies and methodologies; developed offshore outsourcing program and ensured IT process improvement; mentored & trained IT associates to achieve KPIs. • Develop and maintain a technology infrastructure road map for computers, networks, data center and all end user devices to ensure all infrastructure assets are fit for use, modern and supported by technology providers. • Ensured efficient partnership with the corporate IT team regarding strategies for accomplishing global infrastructure projects (world-wide level). • Managed the IT infrastructure and Application team and provided the stable IT environments in Asia and Global. • Implemented and integrated the existing global/Regional/local systems in line with the Overall IT systems and Tracked overall strategic initiatives and recommended requisite changes to the project portfolio. • Manage regional IT projects (Applications & Infrastructure) and managing a team of analysts and developers. • Monitored the development and implementation of IT policies, procedures and standards. • Planned IT budgets and managed capital expenditure for IT support, infrastructure and application development. • Handled project management & process management activities in the Asia Pacific region. Accomplishments • Established PMO: Established the centralized project management setup in managing the IT project / programs as per the Global IT Framework. • IT Process Mapping: Worked as IT Manager, set up data backup policy to secure corporate data for Business Continuity Management, Unix based legacy applications and Windows based systems to build reliable and cost-effective data protection architecture.
  • 4. • Disaster Recovery and Business Continuity Planning: Managed Disaster Recovery solution for several lines of business and involved in disaster recovery planning and testing of all mission critical application & system; improved the response time for fail-over and fail-back by 70%. IT Support Lead / IT Cluster Lead / IT Customer Support Engineer (Oct 2001 - Sep 2006) Opus IT Services Pte Ltd., Singapore (A leading IT Services and Solutions Provider in Singapore and a major and preferred Service Partner of IBM Singapore Pte Ltd.) Key Profile: Reported to the Supervisor-IT, managed service delivery and worked in the following IBM divisions: Service Delivery Lead (IBM Global Services) (Jan 2004 - Sep 2006) • Handled service delivery management in IBM services center • Prepared and managed operating & capital budgets. • Involved in logistics planning, procurement & supply chain management, delivery planning and profitability. • Developed & maintained IT operational documents & processes and ensured compliance with customer SLAs. • Worked with the business partners and external vendors for timely delivery of outsourced services. • Developed relationship with the customer, delivered quality service and attained customer satisfaction. IBM Service Centre Lead (Aug 2001 – Dec 2003) Led and managed the IBM Technical Support Team and IBM Customer Service Centre Team, managed daily operations, handled & resolved customer escalations for IBM Service Centre, achieved service level objectives, key performance indicators, SLA compliance and customer satisfaction. • Provide direction and coaching for the establishment and monitoring of complex services/business requests (SLA implementation). • Conducted performance trending analysis and recommended solutions for process improvement. • Reviewed statistics to measure staff & team performance. • Monitored interaction between agents and callers to ensure quality service delivery. Highlights: • Received ‘IBM Thumbs Up Award” for delivery of excellent customer service. • Instrumental in reducing abandoned call rate by 60% and surpassing KPIs. • Led the team to win numerous compliments and awards. MIS Manager (Jan 2001 - Jul 2001) Sara Lee TTK Ltd., Chennai, India (Sara Lee TTK offers high quality consumer products globally, most of its international & local brands holding leading positions in their markets) Key Profile: Managed MIS staff; identified critical business issues; developed cost effective solutions for customers and MIS associates; defined MIS standards and policies in liaison with external auditors. IT Operations Manager / Product and Service Centre Manager (Jan 2000 - Sep 2000) Siltek Dynamic Distribution, Botswana (A leading Company involved in the distribution of a wide range of hardware & software products, peripherals, components and consumables including assembly and pre-configuration of PC & Servers) Key Profile: Led the IT Service Delivery team, managed Service Centre, delivered service desk, desktop and application support; provided quality and profitable services as per assigned SLA; ensured policy compliance to attain SLA and meet & exceed client expectations. Engineer (Jan 1996 - Dec 1999) HCL Infosystems Ltd., Chennai, India (India´s premier hardware, services and ICT Systems Integration Co., offering varied products including Computing, Storage, Networking, Security, Telecom, Imaging and Retail to the customers) Key Profile: Acted as the Head of the Quality & Reliability dept., assessed vendor performance, conducted product testing, improved quality of the incoming material and ensured quality control of outgoing products. Senior Supervisor (May 1992 - Jan 1996) JTC Technology (Tandon Group Co.), Chennai, India (The Tandon Group Companies offer IT Hardware and Services, JTC Technology being India’s leading technology innovators and ideal manufacturing / infrastructure partner for the clients) Key Profile: Involved in quality assurance management, management of quality aspect of manufacturing processes to ensure delivery of quality products. PERSONAL PARTICULARS
  • 5. • Date of Birth: 15th April 1970 • Languages Known: English and Tamil • Residential Status: Singapore PR (Since Apr 2004) • Preferred Location: Singapore
  • 6. • Date of Birth: 15th April 1970 • Languages Known: English and Tamil • Residential Status: Singapore PR (Since Apr 2004) • Preferred Location: Singapore