Satish NS

Experience

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  Dell Technologies

  Apr 2001 - Mar 2003

  Group Lead

  Dell International services, DELL Computer Corporation, USA is one of the largest suppliers of Microcomputers, Laptops, Servers, Network Hardware and storage products world over. Dell International services, Bangalore their Indian arm and the first BPO in Bangalore for supporting DELL Customers worldwide.Team ManagementResource ManagementTechnical SupportSupport Ready for New ProductsTrainingKnowledge managementQuality Reviews, Audits & Service Improvement PlansCSAT/TCE Show less

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  I2 Technologies

  Apr 2003 - Mar 2004

  Systems Engineer

  I2 TECHNOLOGIES (Now JDA) I2, SCM software Development Company, has the only B2B solution that incorporates a complete supply chain model, marketplace-to-marketplace support and rich content management capabilities.System Admin (Windows/Exchange/Lotus Notes and Junior DBA(SQL/DB2/Oracle)

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  Reuters

  Apr 2004 - Aug 2007

  Technical Operations Executive (Infrastructure Engineer).

  Reuters (Now Thomson Reuters) Reuters is a global information company providing indispensable information tailored for professionals in the financial services, media and corporate markets.Backup and Storage administrator, Exchange Administration, Windows Server Administration.

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  Dell Technologies

  Sept 2007 - Apr 2016

  As a Manager, IT Service operations with EMC Global IT, ably supported with niche technical skills in BRS, Storage, Cloud(VMware, Windows, Linux, & Converged Infrastructure(ESX/UCS)), ITIL and project management skills Associate Manager Supervisor Tech Support Engineer III Sr Engineer, Tech Support

  • Service Operations Manager, Cloud Platform Operations, Global Service Operations Center

    Sept 2007 - Apr 2016

  • Associate Manager

    Jan 2012 - Dec 2013

  • Supervisor

    Jul 2009 - Dec 2011

  • Tech Support Engineer III

    Jan 2008 - Jun 2009

  • Sr Engineer, Tech Support

    Sept 2007 - Dec 2007
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  APTEAN SOFTWARE INDIA PRIVATE LIMITED

  May 2016 - Nov 2016

  Manager– Cloud Hosting Services

  As a Manager, Cloud Hosting Services with Aptean, I was responsible for managing a team of cloud admins, DBA, DB architect, DevOPS engineers supporting & administering AWS and Azure infrastructure for various Aptean SaaS products hosted here.My Key deliverables here were:• Colo Close down and DC migration.• EC2 Classic to VPC migration of customer environments.• Provide day to day operational support through cloud monitoring tools.• PCI Compliance of Cloud Environment• Cloud Backups, Patching and upgrades• Customer Deployments of Aptean SaaS products over AWS & Azure in liaison with sales/project/product teams• Availability of Dev/QA/Prod environments over public cloud for product teams• Team Management, Goal Setting, Knowledge & Skill management, End to End Service Delivery• Metrics & Team Performance Show less

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  Virtustream

  Mar 2017 - Sept 2018

  Manager 2, Cloud Platform Operations

  Manager 2, Cloud Platform Operations, Compute (IaaS & SaaS).Leading a team of 31 highly talented, motivated, energised and experienced Cloud Engineers at L4, L3 & L2 levels supporting Multi-Tenanted customers on IaaS environment.I am responsible(but NOT limited to) for day to day operational support & deliverables.My roles and responsibilities here are to drive the following:• Ensure Cloud SLAs are met, Capacity Management & Availability• ServiceNow Enhancements & ITIL Adherence(Request/Incident/Change & Problem management)• In-sourcing & Knowledge Transition, Skill Management & Knowledge Enhancements• Innovation & Automation• Hiring & Team Building• Critical Systems Patching, Collaborate with Sustenance Reliability Engineering & Platform Engineering teams• Converged Infrastructure (VBlocks/UCS), VMware and ESXi• Performance Appraisals, Goal Setting & KPIs\Metrics• Global Collaborations• Skill Matrix & Trainings & Train the Trainer• Work load analysis• Rewards and recognition • Change Review Board• Transition to lower tier towers and my own tower from engineering tower/Domestic TeamDrive the following:• P0\P1 calls :Ensure stake holders are informed on time & Team is engaged on time in P1 bridges• Vendor Support Calls :Follow up with VMware/Cisco/Suse/Microsoft as applicable for issue resolution. • Represent CRB, Problem Management AAR calls & Provide RCA - A/D. Collect information for scheduled changes and represent the changes in CRB for approval.Collect information for P1 from team members who were involved and vendors as applicable. Attend the AAR calls and provide updates.Provide RCA document as applicable.• Shift handover :Ensure complete information about all the shift tasks is documented and shared across email as per the shift handover template at the end of shift.• Standup Calls: Drive Agile\Scrum approach• Daily Health Check review: Ensure health checks are done correctly and on time Show less

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  S G C Services

  Oct 2018 - Feb 2019

  Consultant

  SGC services is one of the leading Training, Auditing, Consultancy and ISO Certification company. Provided consulting expertise on freelance basis in the following areas of assignments: a) Gap Analysis b) Implementation Review c) Internal Audits & d) Training The main focus and deliverables were on the following: ISO27001, Cloud Computing and Cloud Security

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  TeamLease Services Limited

  Mar 2019 - Jan 2020

  Assistant General Manager, IT infrastructure

  TeamLease Services, a Fortune India 500 company is one of India’s leading human resource companies offering a range of solutions to 3500+ employers for their hiring, productivity and scale challenges. Responsible for end to end IT Infrastructure Service Delivery & Service Operations, Cloud Operations & administration (AWS), Migration to Cloud (P2V,V2V, Physical server decommissioning, Cloud cost optimization), Data Centre Management, Server Administration, Network Optimization, Network Security, Enterprise Backup Services, ISO 27001, ITIL Service Management, Vendor Management, End user Services, Gsuite, Disaster Recovery, Metrics, KPIs, Service Reviews & Team Management across Teamlease Bangalore head office and Pan India Offices (includes Teamlease acquisitions Evolve/ECentric/Teamlease digital private limited, etc) Show less

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  InOps IT Solutions

  Feb 2020 - Apr 2021

  Consultant (on retention basis)

  o Responsible to provide Infrastructure Consulting.o Lead Auditor for Information Security (ISO 27001), BCMS (ISO 22301), ITSM (ISO 20000) and Quality (ISO 9001).o Cloud Consulting and Manage APN, Azure and Google partner networks.o Extended Support based on client\project requirements. o Provided Guidance to cross-functional teams in the design, validation, acceptance testing and implementation of secure, networked communications for key clients.o Protected Vulnerable networks following detailed risk assessments.o Initiated infrastructure improvement strategies in fine-tuning existing infrastructure performance through vendor interactions, PoC were undertaken to demonstrate business case for IT infrastructure proposals.o Managed team who monitored sources for threats to infrastructure and applications.o Assisted business teams in understanding of the recommended risk remediation steps on emerging threat landscapeo Assigned targets to team members and conducted process appraisals.o Accountable for achieving and maintaining targets assigned as per the compliance needs.o Motivated staff towards achieving management, external and internal customer expectations.o Multiple vendor management on various hardware and software platforms starting from technology sourcing, pre-sales, PoC, design, implementation, training, support and after-sales.o Authored several policies, procedures and guidelines for the entire team. Responsible for designing policies in accordance with the audit and compliance requirements.o Existing software purchases and installations were documented, setup license usage monitoring mechanisms for reuse of unused licenses and related business case. Show less

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  CtrlS Datacenters Ltd

  May 2021 - Apr 2022

  Associate Vice President, Service Delivery

  Lead the Service Delivery for Private & Public Cloud & Infrastructure Managed Services engagements.End-to-end service delivery for all customers in the Infrastructure Managed Services BU including every technology of Infrastructure (Cloud, Servers, Storage, Backup, Network, Data/Voice, Security, App Support, DBA, Middleware support, End user computing, Command Center, Service Desk, Tools & Automation etc.).Provide thought leadership for development and implementation of IT strategy – establish budgets; devise plans for improving and optimizing service delivery performance as well as IT infrastructure [on-premise, public (AWS), private cloud] and orchestrate staffing strategies.Manage the delivery unit portfolio for Data Center business, including Revenue, Margin, Growth, Delivery Parameters, Business operations KPIs, stakeholder management, Customer relationship, internal & external escalations, NPS, promoting & nurturing service improvements.Mentor and guide Delivery Managers, Senior Managers, Project managers & team leads.Manage the team of Senior Managers, Managers, & IT L0 to L3 staff across pan India.Transition & Transformation of small to large engagements through different phases.Overseeing all IT operations inclusive of Change, Release, incident, Problem, Service Introduction/Integration and Configuration management.Driving implementation and improvement of Service Management processes, assess quality needs, manage quality strategy and service delivery capabilities in accordance with ITIL best practices.Strong focus on continuous service improvement, demand reduction. Implementation of transformational process improvements/Lean methodologies through special projects.Establish and implement standard processes and procedures (SOPs) for all service domains.Managing the negotiation with the vendors, managing client expectations, onsite project coordination, project deliverables, SLAs, resource management, governance, auditing & compliance. Show less

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  SGC Services

  May 2022 - Oct 2022

  Lead Consultant

  o Ensured achievement of corporate security objectives and compliance with international regulations by developing and implementing Security & Quality standard operating procedures, performing Security & Quality evaluations of facilities and business processes.o Modernized outdated information security & quality awareness programs and programmed training on crucial new InfoSec & Quality policies, procedures and technologies.o Consulted with executive teams on risks trends, Quality & Security audit findings, compliance issues and legal requirements.o Involved with various corporate clients to lead as 3rd party quality and security audits and resulting issue mitigation activities leading to achieving ISO 27001 & 9001 certifications.o Instituted Corporate Information security & Quality awareness programs.o Harmonized the Quality strategy, IT & InfoSec Strategy as per corporate requirements and guidelines. Show less

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  Rackspace Technology

  Nov 2022 - now

  Fanatical Support Service Delivery , Service Assurance and Service Operations Manager

  I am Part of Public Cloud Managed Services working with RackSpace as Fanatical Support Service Delivery manager.Currently handling an account with CloudHub team supporting world’s largest advertising global conglomerate customer which is a group of companies into advertising, public relations, media and market research services.As a fanatical support service delivery & service manager: • Manage, define, and deliver clearly defined services that meet business needs• Articulate technical issues in a terms of business risk and opportunity• Having a strong rapport with technical and business teams in a managed services environment.• Having good verbal and written communication and documentation skills• Work with the relevant stakeholders to define the service requirements• Drive the development and delivery of the cloud services offered by Cloud Hub• Ensure that the cloud services comply with regulatory, compliance and legal requirements• Drive problem management and continuous improvement• Communicate and influence the stakeholders in the wider organisation to ensure the broadest understanding of Cloud Hub services• Act as a go-to point for cloud services• Experience in dealing with customers and ability to resolve conflicting priorities with stakeholders Understanding of the requirements of the customer use of the Cloud• Knowledge of Service Design and process improvement • Experience in Agile and DevOps methodologies• Experience working with ServiceNow• Responsible for day-to-day operations.• Review AAQs and run books to support cloud migrations and transitions from On-Prem private cloud to Public Clouds• Responsible for onboarding workloads under day-to-day operational support scope after reviewing pre-defined checklists and provide sign off for operational support.• Manage Access requirements and collaborate customer SME’s platform team so that the incidents and requests are addressed on time Show less