A.ADIBABU
Voice: +91 970-500-4921
E-Mail:adhibabu@yahoo.com
adibabu1976@gmail.com
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Professional Summary
Highly motivated self-starter with 14+ years of experience spanning across IT Infrastructure, Project Management, release management, Process management & Improvement, Technical Support Operations, & Gained exposure in financial reporting and budgeting reporting.
? Project Management
? Good Leadership Skills
? Confident, Focused, self-reliant and resourceful
PROFESSIONAL ACCOMPLISHMENT:
INFOR GLOBAL SOLUTION (P) LTD:
Duration: Jan 2018 to till date
Client: Intersnack Group GmbH & Co and 40+ customers.
Position: Senior Cloud Service Operations Manager
Product: Sunsystem, d/epm, PLM Optiva, Syteline, CRM, I-series.
Industry: IT Industry
Roles & Responsibilities:
? Serve as primary point of contact for pre-determined business escalations from and to IT.
? Managing Customers across all regions with different ERP applications.
? Drive internal and third-party service review meetings covering performance, service improvements, quality and processes.
? Acts as the link between a variety of projects, customers, and resources.
? Responsible to create Process and Procedures for the Contract and to ensure that the delivery of the contract is as per the agreed Work Order.
? Educate and guide the team on the Process and Procedure for the contract and ensure that they are aligned to meet the Contract and Delivery goals.
? Understand the deficiencies with delivery and create Improvement opportunities for the team by updating the resources managers of the need for them to take the next step.
? Sets customer satisfaction goals on various individual criteria as well as the total customer experience and take steps to correct deficiencies.
? Managed internal and Customer Expectations from the delivery.
? Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
? Report to the Director of Continual Service Improvement to develop and improve IT Service Management processes and Metrics for Incident, Problem, and Change Management.
? Reported to Customer on the Service delivery at a regular interval as per the agreement.
• Cloud Operations, Service Operations Management.
? Initiate cost containment processes provide hands-on training and motivate personnel in building strong teams, and lead staff toward maximum potential. Respected team
? Was Part of the process, defining group lead by Fred Wells and helped define the Standard RASCI for Majority of Suites.
? With the given opportunity with Cloud Operations, there was always a Scope to learn new things and also try differently to achieve goals.
? Successful in adding Value in all below fields with the Technical and Operational experience.
o Process and Deliverables
o Technologies
o Cloud and Infrastructure
o Global Coordination
o Customer Engagement on Cloud Aspect
• Technical Contribution and Leading the team
? Lead the SyteLine, CRM, d/EPM, XM and SunSystems team technically as the products were newly Introduced into the Group.
? Worked with Support, Product Management and Development on technical issues and areas and helped the team resolve some Critical Customer issues.
? Worked with Monitoring team and provided technical inputs on Customer Monitoring and Enhancement.
? Played a Key Role in defining the AWS Key Group in Hyderabad to Support Cloud Customers.
? Worked with the AWS Core group to understand new areas and help define some technical steps for various aspects of delivery.
? Worked with Cloud Dev Team in providing inputs Proactively on technical issues or enhancements seen, to improve delivery.
? Worked with Our group in rollout of tools like Secure Link, Kaseya.
? Cloud Services Manager, Global Infrastructure
? Hire and Enable the team with process and Technology that will be required to deliver services in Cloud.
? Be the Escalation Contact for both Internal and Customers.
? Drive the team for meeting Operational SLAs with Quality.
? Review the Trend and Provide feedback to Dev teams
? Drive Internal Projects to Closure
INFOR GLOBAL SOLUTION (P) LTD:
Duration: Oct 2016 to Jan 2018
Client: City of Gold Coast & 30+ customers
Position: Cloud Service Operations Manager
Product: Pathway, Sunsystem, d/epm, CRM.
Industry: IT Industry
Roles & Responsibilities:
? Define team member roles and expectations. Managing team and their performances for KRA and KPI.
? Measure and monitor project progress at various stages / milestones and ensure delivery as per schedule.
? Manage scope, schedule and risks, make adjustments as necessary.
? Ensure that all requirements, project plans, and changes to commitment are communicated to all affected team members.
? Manage relationships and coordinate work between different teams at different locations.
? Ensure that the product fulfills the contract and meets the client’s expectations.
? Maintaining project status communication and reporting on projects to stakeholders. Monitored and controlled scope to execute projects one time and within budget. Writing up progress reports and presenting in steering committee meetings.
? Aligning program scope with strategic business objects and making recommendations to modify the program scope with strategic business objectives and making recommendations to modify the program to enhance effectiveness toward the business result or strategic intent.
Achievements
? Awarded CoE Champion for Handling the Initial AMS Contracts with Customer Satisfaction
? Appreciations from Customers and ICS on Critical Go Lives.
LIPI DATASYSTEMS LTD:
Duration – Sep 2015 to Oct 2016
Client: Lipi Data Systems ltd
Position: Service Delivery Manager
Industry - Banking services
Roles & Responsibilities:
? Managed small single projects and larger projects that are multi-disciplinary or have multiple interfaces. Successfully managed project or service goals, risks, issues, and resources, reviewing deliverables against defined criteria of quality. Established, monitored and controlled key progress check-points.
? Managed internal team and any third party suppliers involved in development or support of a self-contained project or service or components within a project or service structure. Responsible for the effective use of resources.
? Planned the work of team or group to specified standards using appropriate tools. Ensured project or service scope and deliverables are defined and agreed with all relevant parties
? Monitored and reported on progress to appropriate managers, sponsors, and customers in accordance with reporting standards. Ensured that the project or service remains within the defined scope.
? Diagnosed and evaluated potential risks and issues, highlighted them to the appropriate manager, and executed plans to resolve them
? Applied relevant technical and management standards, methodologies, and tools in an intelligent and effective way. Implemented change control processes. Implemented configuration management processes, and ensured that they are adhered to.
? Stakeholder Management - Identified and manages relationships with all stakeholders including third parties. Acted as the primary point of contact where agreed with the Program Manager.
Smart Banking Solutions Ltd:
Duration – May 2013 to May 2015
Client: DTB (Diamond Trust Bank) & CBA
Position: Project Manager -IT
Industry - Banking IT services
Leading/Managing multiple Projects (On-site & Off-shore)
• The primary responsibilities are deploying, managing, prioritizing and successfully executing concurrent datacenter build solution Program having budget one Million USD with minimum team size of 8 members.
• Maintaining project status communication and reporting on projects to stakeholders. Monitored and controlled scope to execute projects one time and within budget. Writing up progress reports and presenting in steering committee meetings.
• Aligning program scope with strategic business objects and making recommendations to modify the program scope with strategic business objectives and making recommendations to modify the program to enhance effectiveness toward the business result or strategic intent.
• Providing program statistical trending and analysis and feedback to the process and architecture teams to address gaps within the workflow.
• Monitoring and controlling scope to execute projects on time and within budget.
• Manage Testing lab of all variants of financial products.
• Involved in Implemented of EMV standard chip enabled pre-paid card (B-Pesa).
• Involved in testing of City union pay card developed by our development team.
• Involved in Implemented of Emv standard and generate TMKeys in HSM.
• Organize and Involved IT team to develop Application as required to bank( Dev?Test ?UAT?live)
NCR Corporation:
Duration – Jan 2008 to Mar 2013
Client: NCR
Position: Customer Engineer (IT Projects)
Industry - IT & Banking Services
Roles & Responsibilities:
• Expansion of IT Infrastructure at NCR, Bahrain & NCR, Australia. Assisted as lead set ups including migration of data centers and users (Includes – LAN, Wan, Telephony, Data Center setup, capacity planning, Structured cabling final hand-over to Operations.
• Handled multiple internal IT requirements for projects, deployed and maintained applications/services across the projects. Identified opportunities for cost reduction and took initiatives to implement them.
• Participated and involved in internal Infra Project plans, schedules and project estimations. Executed appropriate risk responses to contain risks throughout the projects.
• To manage the Banks under various competencies like Incident, Change, Reporting as per Service Level Agreement.
• To make sure that all Critical and Major Incidents are addressed within SLA response and sending out the Critical Alerts for such Incidents.
• To manage and support all service incidents either personally or via the Service Desk, through to successful completion and user satisfaction
• To regularly review, performance and trends in response to incidents and to provide recommendations to the Service Manager for service improvement. The emphasis is on swift resolution of critical incidents, which have severe business implication or have the potential of causing disruptions / unavailability.
• Produce metrics for service performance and customer satisfaction on a regular basis.
• Participate in the escalation process, involving with escalation team with in NCR and at the customer’s &
• Handling All MICR centers
Online Support for the Andhra Bank MICR CHEQUE PROCESSING CENTRE
o Maintenance of NCR UNIX Servers, RAID Controller, and Backup device like Exabyte VXA tapes, in an UNIX Environment and windows also.
o Hardware Maintenance for SORTERS and support for the NCR owned Servers, RAID controllers, Workstations.
• Handling SBI,CCPC center
• Review and discussed with team, regard the missing parameter and to encounter the same.
• Communicate to team for the upcoming projects to complete the activities successfully within time frame.
• Attending Bankers Meet for Technical discussions and to resolve the escalated issue.
NCR Corporation India (p) ltd..
Duration – April 2005 to Dec 2007
Client: All Banks in Hyderabad
Position: Customer Support Engineer
Industry - Banking Services
Roles & Responsibilities:
• Planning New Installation, verifying Site before deploying new machines
• Managing and monitoring Engineers and partner engineers.
• Monitoring Day to Day activities of Engineers and Partner Engineers
• Provide training to partner CE’s to Improvement technical abilities of handling any type of calls without failing SLA parameters.
• Inspecting FSL on monthly basis and verify the stock as per systems.
• Planned activities and upcoming projects are to be completed smoothly with in dead line.
• Analysis the parts failures and request the stock as per
• Trained partners CE’s to reduce the parts consumptions by utilizing PPK kits.
• Under gone training for new products and update the technical competency as per current requirement.
• Attend meeting and discuss escalated issue, take feedback from bank to improve the quality of services.
• Support nearby location engineer not to miss SLA as part of teamwork.
• Attend critical calls/Escalated calls and fixed the issues permanently.
• Extending 24X7 supports of multi Banks.
• Performing preventive Maintenance on a regular basis for all the SSTs.
• As NCR provides global support for Polycom products (video Conference equipment), CISCO and AT&T, Attending global support calls for the above global partners.
• Extending remote and on-site technical support for various products manufactured and supplied by/Services offered by NCR to meet Response and Resolution.
• Role includes technical support for Automated Teller Machines (ATM) worked closely with various vendors for implementation & installation of ATM’s for Public & Private sector banks. Performed software, S/W patches hardware upgrades & software migrations on the ATM’s.
Educational Qualifications:
• Diploma in Electronics & communication Engineering.
• B.Tech (E & C from JNTU, Hyderabad)
Trainings and Certifications:
• Microsoft certified system engineer (MCSE 4).
• Certified in Sun Solaris 9.0i (L1)
• Certified CCNA
• Certified in ITIL Expert
Overseas Experience:
• Onsite Support, NCR, Bahrain.
• Onsite support, NCR, Australia.
• Product knowledge, GRG, Guangzhou, China.
• Project Manager - Smart Banking Solutions, Tanzania.