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Operations Manager

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  • Operations Manager


    By: Sanjay Sarma P < Show E-mail >

    Date: Tue, 28 Aug 2018

    Location: India (Asia)

                                                                       

                                                   

     

    Sanjay Sarma P

     

     

     

    E-mail :                   

    Sanjaysarma5@yahoo.com

    Sanjaysarma25@gmail.com

     

     

     

    Contact No:

     

    Mobile:+91-9986509330

     

    Personal Details:

     

    Date of Birth    : 02-05-1979

     

    Nationality      : Indian

     

    Passport No     : G8911322  

     

    Sex            : Male

     

    Languages     : English, Telugu, Tamil, Kannada, and Hindi.

     

    Foreign language: Japanese    

                   ( Basic Level)

     

     

     

     

     

     

    Objective

    Result driven IT executive with expertise in envisioning, solution designing and implementation of Cutting Edge Technology as required for the Institution. Impressive, fast track management career marked by demonstrated ability to build peak-performing teams and achieve cross-functional business objectives.

     

    Experience Summary

    §  Having 14 years of overall IT infrastructure experience with emphasis on ITSM domain

    §  Expertise in Service Operations and Service Transition

    §  Knowledge and experience in Software Development Life Cycle (SDLC).

    §  Ability to master new technologies and tools quickly.

    §  Excellent client-communication and interpersonal skills coupled with ability to work effectively with teams at different time zones.

    §  Skilled at handling multiple tasks and project simultaneously under tight schedules.

     

    Business Visa

    §  Having Japan Visa till 2019

    §  Having B1/B2 US visa valid till 2020

     

    Educational Qualification

    §  Bachelors in Computer Application in  2004

    §  Masters  in Computer Application in  2008

     

    Certifications

    §  ITIL V3 Foundation

    §  OSA

    §  Prince 2 Foundation

    §  Prince 2 Practitioner

     

    Private Certification

    §  Testing Tools- Manuel

    §  Web logic

    §  C and C++

         

     

    Strengths

     

    • Disciplined, dedicated, and committed with an ability to easily adapt to changing work environment and
    • Self-confident, hard worker and team facilitator.
    • Strong communication, interpersonal, learning and organizational skills.

     

    Technical Expertise

    • Knowledge on Language  : C,C++,HTM, Shell Scripting
    • Databases : MySQL,
    • Tools : Testing Tools, BMC Remedy 7.4, HP SM 9.0
    • Operating Systems : Red Hat Linux, VMWARE, Windows7,XP,98,95
    • Utility Tools  : Ms-Office
    • Middle Ware                     : Web logic with SOA
    • Technology Stack  : HP Service Manager 7.x

     

    Work Experience

     

    ATOS=Siemens [Magna India Pvt Ltd]

     

                    10/2017  -  Till  Date

     

     

    Project Name

     

     

     

    Role

    Operations Manager IT Infrastructure And Application Manager

     

     

    Responsibilities

     

    Responsibilities:

     

    ü  Manage Operations from process & measurement standpoint

    ü  Set and assess representatives performance expectations and performance, and create individual action plans

    ü  Monitor associate customer contacts and provide constructive feedback on performance to individuals on a regular basis

    ü  Conduct briefings and team meetings for team status updates, new product information, policy and procedures change, etc.

    ü  Ensure key service center performance indicators are met and assist Operations team with performance summary reports creation

    ü  Collect feedback from Supervisors, team leads, managers, and Quality Coaching team to identify associate training and development needs

    ü  Ensuring that Technical Team and the Availability Assurance Team are working towards the goals of achieving our availability, service SLAs and reducing outages

    ü  Ensure that key production environment (KPE) systems are well understood/documented and compromises in availability for these systems are handled optimally avoiding any associated penalties

    ü  Review the setup of the underlying infrastructure to ensure patching / security and adequate levels of HW redundancy are in place to achieve the agreed contractual availability SLAs.

    ü  Ensure the workstream delivery Leads and operational team lead are aware of any new services being introduced that may require training and education of the respective delivery teams.

    ü  Specifically performing a monthly Availability Assessment for the Accounts and Capabilities under their responsibility.

    ü  Ensure capacity & availability assessments are professional and updated at monthly with recommendation for any remediation activities required to assure the availability of the customers infrastructure.

    ü  Following our Standard Operating Procedure for Availability Management.

    ü  Leading collaboration meetings with the rest of the Availability Assurance Team members to ensure we are on track to meet SLAs

     

     

               

     

    Wipro [CBSI India Pvt Ltd]

     

                    07/2016  -  03/04/2017

    Project Name

    GCC (Global Command Center)

    Role

    Operations Manager IT Infrastructure

    Responsibilities

     

    Responsibilities:

    ü  Provide technical leadership and manage overall IT operations and services are up and running meeting predefined SLA.

    ü  Responsible for 24/7 monitoring of all inclusive IT Environment and Support.

    ü  Reviewing the current security policies and suggesting and implement best security system and procedures

    ü  IT Infrastructure Management for Automation including production, development and testing

    ü  Take Immediate and effective issue resolution and proactive preventative measure to ensure excellent performance for internal and client activity.

    ü  Ensure new business/requirement is transitioned from Onsite to Offshore in a smooth way, with minimal disturbance to customer business.

    ü  Handling Operational Issues related to Offshore center, provide technical support and participate in the Change Control Process.

    ü  Responsible for running an ITIL compliant operation and enforcing security and compliance requirements.

    ü  Strategic planning and maintenance of IT environment to meet business requirements.

    ü  Generating the reports on (SLA and operations) and lead Client Service Reviews (weekly, monthly, quarterly)

    ü  Manage change initiatives in a systematical manner to ensure availability, performance and reliability of the systems impacted by change

    ü  Adhere to agreed escalation process to escalate resource issues, delays in delivery, missed deadlines & any other planning/execution issues to Senior Management

    ü  Foster good working relationship with Client Technical Managers and be the primary interface for all client communication.

    Team Management:

    ü  Responsible for people management of technical teams comprising of Network voice, , Network Engineers,DBA,Windows and Linux Admins,

    ü  Hire appropriate resources, oversee knowledge transfer and own the entire transition process.

    ü  Handling the critical technical queries and guide the team members to handle the queries

    ü  Training of team members for optimal personal performance

    ü  Review performance of team members

    ü  Save Costs, Increase Revenue & Improve Profit Margin

    ü  Comply with & Contribute to Organizational Strategy

     

           

     

     

     

     

     

    24/7 inc

     

                    09/2014  -  02/2016

    Project Name

    GNOC

    Role

    ITSM Manager - Incident ,Problem, Change and Release

    Responsibilities

     

    ü  Developed service transition plans, ensuring deliverables and milestones are met

    ü  Ensure delivery of service supporting documentation, producing and validating support material that meets the service transition standards

    ü  Providing appropriate co-ordination and integration support during end to end Post Go Live Support process

    ü  Ownership of deliverable for BAU releases and Transformation Project.

    ü  Delivery Management for the delivery from vendors/internal Team.

    ü  Able to lead deliveries technically with efficient and innovative technical solution.

    Ensure stake holders satisfaction through quality deliverables

    ü  Identify and successfully groom new leaders for handling higher level of responsibilities.

    ü  Create a continuous learning environment in the team.

    ü  Demonstrate competence and experience in all phases of Development life cycle.

    ü  Collecting and analyze KPI metrics.

    ü  of deliverable for BAU releases and Transformation Project.

    ü  Work on continuous improvement of system on various aspect and take ownership of same.

    ü  Ownership of application in-life operation, usability improvements, user and other operational stakeholder engagement.

    ü  Ensure that the service can be managed, operated and supported in accordance with the requirements and constraints specified within the service design

    ü  Responsible for summarized reporting across all projects where service transition is being undertaken

    ü  Enabling service transition through smooth handover to the operational global service teams

     

           

     

    Ellar Japan

                                              12/2013- 09/2014

    Project Name

     NOC- Tool Migration

    Role

    Transition Manager

    Responsibilities

     

    ü  Delivering services in accordance with agreed service level agreements

    ü  Utilizing the global Service Transition Process for transitioning existing and new services to a global service

    ü  Monitoring the infrastructure alerts through Nagios tool.

    ü  Ensuring adherence to the Service Transition approach across global IT systems

    ü  Delivering Service Transition Projects and Programs in line with recognized best practice methodology to meet Operational requirements (managing risk, governance, quality assurance, issue resolution, reporting) for systems in scope for global services

    ü  Ensure delivery of service supporting documentation, producing and validating support material that meets the service transition standards

    ü  Developing service transition plans, ensuring deliverables and milestones are met

    ü  Ensure that the service can be managed, operated and supported in accordance with the requirements and constraints specified within the service design

    ü  Responsible for summarized reporting across all projects where service transition is being undertaken

    ü  Provided appropriate co-ordination and integration support during end to end Post Go Live Support process

    ü  Enabled service transition through smooth handover to the operational global service teams

    ü  Providing leadership, advice and guidance on all aspects of service transition including planning and execution

    ü  Provided support to project and BAU resources on issue and risk mitigations and serve as an escalation point

    ü  Established  and maintain the integrity of all identified service assets and configurations as they evolve through the service transition stages

     

         

     

    Mphasis An hp company.

    BANGALORE

                            08/2010   -   11/2013

    Project Name

    BP

    Role

     Process Consultant

    Responsibilities

     

    Incident & Problem Management:

    ü  Validating the Incident Normal or Major Incident.

    ü  Coordinate/Authorize recovery actions and plans for Major Incident.

    ü  Execute notifications and escalation's as defined in the Recovery Management Process including Executive Alert notification.

    ü  Ensured appropriate level of technical or business skill is actively engaged

    ü  Ensured that accurate timelines of recovery plans and activities on Major Incidents are documented in the tool..

    ü  Preparing the Post Incident Review and sending it across to the stakeholder for discussion of improvement.

    ü  Initiating the RCA for the problem management process by providing the input of the Incidents.

    ü  Chairing the daily Operation call with the client.

    ü  Handling the escalation of the Incident management process and working with the process team for continual service improvement.

    Change and Release Management:

    ü  Ensured standardization of methods and procedures (ITIL) for effectively handling changes with minimum impact on service quality and ongoing operations improvement.

    ü  Approving Significant Major, and Expedited Requests for Change (RFC)

    ü  Maintains implements and actively participates in the change management process and its continual improvement.

    ü  Consults and/or participates in reviewing RFCs, assessing risk level, change impact analysis, communication requirements, testing procedures, back-out plans, installation support coverage, and post implementation validation.

    ü  Acts as a point of contact for scheduling the Changes.

    ü  Oversees and monitors compliance / adherence to the established processes and practices.

    ü  Project staffing and fulfillment

    ü  Creating staffing plan

    ü  Gap analysis between demand and supply of resources

    Project : TRAM

    ü  Putting forth the proposals to the Clients on converting the existing process to suit the ITIL Process(Standard Service Manager)

    ü  Designing the Process flow and Touch point documents for Incident Management, Problem Management, Change Management, Configuration management, SLM, Release Management, Availability Management, Capacity Management and Request Fulfillment

    ü  Working with the workflow and the tools team to implement the designed process.

    ü  Prepare a Guideline or Procedure document or checklist that provides input to Tool Design Development activities

    ü  Leading the consulting process including assessment, design, implementation and sustained operation of ITSM transformations

    ü  Interacting with the Client in the initial stage to do the Gap analysis.

    ü  Putting forth the proposals to the Clients on converting the existing process to suit the ITIL Process.

    ü  Prepare a Guideline or Procedure document or checklist that provides input to Tool Design Development activities

    ü  Involving in Reviewing of the Process and the wok flow document along with the client.   

     

           

     

    IT Intallectuals

    BANAGLORE

    02/2010 - 07/2010

    Project Type

    Server Monitoring Support (Tool-Migration)

    Role

    Transition Team Lead

    Responsibilities

     

    Transition & Migration:

    ü  Responsible for migrating the function or the process from the donor Location or Organization.

    ü  Managing the day to day affairs of a migration

    ü  Ensured that the migrations are done in an effective manner and demonstrated   

    ü  The transformational power of outsourcing.

    Functional & Technical (24 * 7 Role)

    ü  Monitoring the Alert using Nagios tool.

    ü  Raised the Tickets using tool called Web helpdesk.

    ü  Provided support to internal employees on various issues and providing the updates.

    ü  Co-coordinated with Level 2 support on multiple operating systems on Solaris/Linux/Windows servers

    ü  Created process as per the ITIL Standards set Following Helpdesk reporting (No. of Incidents reported, SLA Compliance, and Escalation Trends etc.

    ü  Acting on various servers like Solaris/Linux/windows services like http, disk space, file system, CPU utilization, etc and taking appropriate action against the down services.

    ü  Monitoring network devices using Nagios, Citrix.

    ü  Performed daily job monitoring of critical servers (SOX accelerated) using Nagios.

    ü  Created process documents as per the project requirement.

    ü  Trained new hires with process procedures

    ü  Resolved the issue with minimum downtime and maximum availability of network

    Administration

    ü  Managed deliverables of the service delivery team.

    ü  Created Metrics Analysis: Which include all Corporate standards and Internal quality audits

    ü  People management: Develop and manage a team of highly motivated Analysts; align all tangential ideas and thoughts of individuals towards common team goals

    ü  Monitoring of key indicators across all service deliverables and provide analysis and reports.

           

     

    Alcatel Lucent  [Saggezza India Pvt Ltd] 

    BANAGLORE

                       08/2008- 01/2010

    Project Type

    GNOC

    Role

    Transition Team Lead

    Responsibilities

    Transitioning & Migration

    ü  Responsible for migrating the function or the process from the donor Location or Organization.

    ü  Working in a cross-cultural environment for smooth transition of projects.

    ü  Managing the day to day affairs of a migration

    ü  Ensuring that the migrations are done in an effective manner, and by demonstrating   

    ü  An effective leader with distinguished abilities in end-to-end project management giving onsite and offsite presentation.

    ü  Custom designing business solutions and motivating team members to maintain deliverables as per SLAs.

    Functional & Technical (24 * 7 Role)

    ü  Strategic & Tactical Planning-Project Management

    ü  Business Analysis-Application Development-Testing & Implementation

    ü  Technical Support-IT Infrastructure Management -Resource Planning & Control

    ü  Documenting process updates as per project requirement.

    ü  Driving process as per the ITIL Standard Process

    ü  Trained new hires with process procedures

    ü  Helpdesk Management-Quality Assurance / SLA Compliance-Relationship Management

    ü  Team Management: Proficient in leading dedicated teams for running successful process 

    ü  Updated the SAP systems with latest kernel, application components, database patches and Add-ons thus influencing the performance of systems by providing error free environment.

    ü  New Client Creation and other client administration tasks.

    ü  User management, database security, various levels of authentication and authorizations provided to ensure security aspects of SAP systems.

    Administrative

    ü  Produced monthly and weekly development report to the Client and the supporting staffs

    ü  Trusted with all aspects of logistics, transportation and setup of infrastructure for the team

    ü  Offered essential quality assurance measures for various ongoing ventures

    ü  Training new hires with HP OVSD,  ITIL process

    ü  Lead weekly meetings with client for project and performance review

    ü  Generate weekly performance reports and monthly dashboards

    ü  Organize trainings for team members both technical and non-technical

     

           

     

    IBM  India Pvt Ltd                                                                                        

    BANAGLORE

                                   06/2006- 08/2008

    Project Type

    GNOC

    Role

    Senior Support Consultant

    Responsibilities

     

    IT Service Management:

    ü  Manage a Major Incident through to recovery/resolution.

    ü  Ensure that the Process is followed by the management and technical teams to meet SLA’s that are agreed to with the client

    ü  Update/Review/Create Service level agreements and work instructions and other needed information.

    ü  Ensure that Health check activities are done and are passed to the relevant teams.

    ü  Incident Management - Manage service within incident management process

    ü  Problem Management - Ensure problem management team identifies fixes and preventative measures to the Customer

    ü  Change Management - Provide support and participate in the Change Control Board and change control process

    ü  Availability Management - Ensure services are available as per agreed SLAs

    ü  Ensuring Client satisfaction and Client relationship is maintained

    ü  Ensure communications on day-to-day service operations are delivered to appropriate customer staff

    ü  Continuously identify ways to improve service & efficiency

           

     

     

     

    Sutherland Global Service Pvt Ltd

    Chennai

                                 01/2004- 02/2006

    Project Type

    Dell & HP Desktop & Printers

    Role

    Technical Support

    Responsibilities

     

    Functional & Technical (24 * 7 Role)

    ü  Answering phones calls and provide excellent customer service in a timely and efficient manner.

    ü  Ensure accurate call comments are entered and appropriate information is provided in escalated calls.

    ü  Ensuring call standards are maintained with respect to greeting, problem identification, proposed solution and conclusion..

           

     

    Simos Computer Pvt Ltdd

    Chennai

                                 06/2001- 05/2003

    Project Type

    Dell & HP Desktop  & Printers

    Role

    Technical Support

    Responsibilities

     

    Functional & Technical (24 * 7 Role)

    ü  Installing and troubleshoot all Microsoft windows systems currently used. ( XP, Win7, Win8, Win 10 and various PC application programs commonly used.

    ü  Install and troubleshoot wired and wireless routers.

    ü  Understanding and troubleshoot E-mail related functionalities including outlook.
    To install and manage various antivirus

    ü  Network point I/O crimping, Punching and building up LAN, installation of Network rack

     

     

           

     

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