Ravindra MG

Experience

• 

  ANZ

  Apr 2009 - now

  - AWS & Azure Cloud Management: Ensuring efficient deployment, accessibility, and scalability of cloud infrastructure.- SLA Development: Developed SLAs to support IT-enabled business operations, ensuring service delivery excellence.- Incident Management Leadership: Led internal teams in incident review and root cause analyses, reducing resolution time by 20% through agile practices.- End User Compute IT Assets: Developed and implemented procedures for physical and virtual end user compute IT assets, ensuring quality, quantity, and timeliness standards.- High Uptime Maintenance: Maintained 99.99999% uptime for critical services like corporate proxy, remote access, MS Teams, MS 365, and One Drive.- Project Management: Played a key role in designing, testing, conducting UAT, and drafting deployment plans for MS Co-Pilot.- Risk Management: Managed infrastructure vulnerabilities in operating systems and cloud environments, focusing on effective risk mitigation strategies.- Cross-Team Collaboration: Contributed effectively in cross-team solutioning calls, grasping the big picture to drive cohesive outcomes.- Vendor Management:Monitored vendor service level performance and maintained vendor matrix to ensure service excellence.- Continuous Improvement: Actively enhanced implementation content over time, driving ongoing operational improvements. Show less Service Level Management:-Managed service level reporting and metrics to optimize operational transparency and enhance service performance.-Implemented corrective actions and continuous improvement initiatives to ensure high service health and client satisfaction.Resource Management Leadership:-Led resource management across teams in India, Australia, and Philippines, ensuring alignment with SLAs and operational targets.-Managed staffing, scheduling, and task coordination to maximize team efficiency and service delivery excellence.Learning & Development Strategy:-Developed and executed tailored learning plans to foster professional growth and enhance team skills.-Delivered impactful training and mentorship to empower individuals and improve team capabilities.Problem Management Excellence:-Implemented effective problem management strategies to optimize infrastructure services and mitigate risks.-Led proactive problem analysis, escalation, and resolution efforts to ensure operational resilience.Risk & Compliance Oversight:-Managed risk assessments, budgeting, and regulatory compliance across international service centers.-Ensured business continuity through robust risk management practices and adherence to local regulations.Strategic Alignment & Planning:-Collaborated with executives to align IT initiatives with business priorities and strategic goals.-Developed and executed strategic plans for IT deliverables, supporting organizational growth and operational excellence. Show less I have led diverse responsibilities including:-Developed business continuity unit in Manila, Philippines (BCP).-Managed IT Service Management for Windows Servers and ensured end-to-end support for HP Arc Sight and McAfee DLP solutions, including vendor management.-Oversaw SSL certificate processes across the bank, ensuring proactive renewal and preventing service disruptions.-Implemented Microsoft System Center Operations Manager for monitoring and incident optimization.-Led a multinational team of 15+ professionals across Australia, India, and Singapore, focusing on recruitment, training, and performance management.-Prepared and communicated comprehensive service reports to stakeholders, driving service improvements based on feedback and metrics.-Proactively managed customer and stakeholder relationships, enhancing service experience and implementing improvement initiatives.Key Highlights:Successfully maintained SSL certificate renewal 90 days ahead of expiry, mitigating high-priority incidents and ensuring continuous service availability. Show less I successfully managed the seamless upgrade and deployment of Windows 7 across a major banking institution, minimizing disruption to Business-As-Usual operations. By implementing early life support models and coordinating rollout plans and communications, I ensured a smooth transition aligned with stringent business requirements.-Recognizing the importance of knowledge development, I organized comprehensive training for support staff and enhanced operational efficiency through new knowledge management tools and processes.-In defect management, I documented and resolved platform and environmental issues promptly, maintaining operational stability and minimizing disruptions.-Taking full accountability, I oversaw the integration of three new businesses into ANZ, including critical infrastructures like VDI and FIM 2010. I managed Windows Server upgrades and migrated over 800 applications, ensuring seamless integration and operational continuity.Key Accomplishments:-Led the end-to-end delivery of a Remote Control Tool for the Service Desk, showcasing strong project management skills.-Automated Password Reset Calls, reducing monthly calls by over 25,000, significantly boosting operational efficiency.-Developed a support skill matrix and implemented a detailed service catalogue, improving team capabilities and client satisfaction.-Optimized service desk costs from 1.9 AUD per call to 1.1 AUD per call, demonstrating effective resource management and cost savings. Show less • Involved in troubleshooting issues with desktops, servers, end user applications and systems such as UNIX, Tandem, Mainframe, GFX, Blackberry, Printers, Outlook, Profiles, Mailboxes, PeopleSoft etc. Using tools like Active Directory, Procmon and Netmon etc.• Assisting line manager in matters of escalation and providing business support functions.• Managing Incident management team in a secondment opportunity and participating in several technology transitions. Acting as BCP coordinator for technology process.• Training new staff with technical skills, creating, managing training and process documentation. Actively working with knowledge management tools.• Taking Ownership in cases of customer escalations and improving customer satisfaction.• Actively Providing On Call/ After Hours support. Show less

  • Technology Delivery Lead within VPN Engineering Function

    Jan 2019 - now

  • Technology Manager – Distributed Computing

    Sept 2014 - Dec 2019

  • Technology Manager – Infrastructure Operations

    Jun 2013 - Aug 2014

  • Technical Transition Lead – End User Services

    Jun 2011 - Jul 2013

  • Technical Analyst – End User Services

    Apr 2009 - Jul 2011