Sitara Pillai

Experience

• 

  Hindustan Lever Limited

  Dec 2000 - May 2002

  Hindustan Lever Ltd as Resident Support Engineer

  Managing database on Lotus Notes server.Designing Backup strategy for Servers and ensuring scheduled backups as per the strategy.Configuring and monitoring database backups with maintenance plans.Installation and support of all basics desktop software’s.Monitoring of links, modems, switches and UPS.Setting up equipment’s for Video ConferencingTraining Program conducted for employees at the corporate office.Desktop Support offered to Brand Manager in HLL

• 

  Wipro Ltd. - India

  Nov 2004 - May 2013

  Handling a team of 15 members to assist them with technical troubleshooting, managing and driving performanceHandling Escalations from client end Organizing triage sessions (technical discussion’s) for the team to enhance their technical knowledge Reviewing Cases handled by team members and guiding them for linear troubleshooting and resolving issues in a timely mannerGenerating reports based on performance score of individual team members and providing a one on one feedback Mentoring Team Members for the next level.Drive performance to achieve top Customer Satisfaction scores. Show less

  • Team Lead - Forefront Server Security and Exhange Online

    May 2011 - May 2013

  • Tecnical Lead -Microsoft Exchange Server support

    May 2008 - Apr 2011

  • Technical Consultant - Microsoft Exchange Server

    Nov 2004 - Apr 2008
• 

  Barclays

  Jun 2013 - now

  Defining and advancing workstreams, projects, and programs across services in accordance with guiding technical, commercial, and service principles through collaboration with stakeholders across Technology and Business teams.Planning, scheduling, monitoring, and reporting on activities to guarantee timely, budget-compliant, and qualitatively agreed-upon delivery.Ensuring clear articulation of deliverables and alignment of strategic technology direction with the strategic roadmap.Developing detailed plans that propel the achievement of agreed-upon goals.Directing, governing, and coordinating delivery, including managing interdependencies across complex workstreams, projects, programs, and deliverables from third-party suppliers.Collaborating across Technology, business, and functional areas to contribute to shaping a robust demand pipeline and delivery portfolio in accordance with agreed-upon solutions for business requirements.Ensuring plans are optimized, leveraging existing/external capabilities, aggregating demand to minimize costs and maximize value, prioritized to achieve maximum benefit, and equipped with sufficient governance and control Show less Formulating and driving the Service Strategy across the team in line with the wider Workplace and collaboration objectives Maintaining and protecting Service Stability through governance of key ITIL processes including Incident, problem & Change, Resiliency, Availability, Capacity, Risk and Service Level ManagementOwning, driving and remediating Service risks and Audit actions. Managing the governance for open ORACs. Weekly Tech and Cyber Risk Forums with RTB Operations Leads, and or actions owners from engineering and Risk partners to ensure successfully closure of gaps in a timely manner.Managing vulnerabilities identified off the back of PEN tests. Ensuring governance and closure in a timely manner.Leading on audit tasks which includes review of end to end risk position for the Email service along with Operations ,Engineering team and Program managers who are driving the transformation projects. Conduct Pre- Audit workshops, identifying gaps , documenting the DWBs and working closely with CSO risk partners to have the get the DWBs published and approved on the ORAC portal. The role includes managing the successful completion and closure of the audit findings.Annual review of the services against the Technology and Cyber Security standards. Driving Technology Control Self Assessment (TCSA) across services.Manage governance for Resilience /DR activities and ensuring compliance against the validating controls Business/stakeholder engagement to drive SLAs , KPIs to meet critical business requirements. Managing escalation from Business and driving business specific improvements to a improve colleague experience.Manage Supplier Relationship & Contract Management including managing Supplier Controls Manage the budget for the service which includes Identifying and driving cost saving opportunities in support of driving down supplier costs and supporting the Enterprise Technologies cost saving challenges.Managing and Developing colleagues to the next level Show less Managing cost , risk and performance across M365 portfolioManaging the Service Strategy for M365 to align with business objectives Driving continuous service improvements in processes and business outcomeMaturing the Risk posture for M365 services through risk assessment ( TCSA)Maturing Service Management Framework through gap analysis and having regular review of Service Improvement plan Driving collaboration across operations , engineering,, suppliers , CSO to mature service maturityStandardization of reporting and measuring success across the Service Level Management Framework Developing colleagues through Mentoring , coaching and Training Developing colleagues to the next Level Show less - Defining SLA targets as per business requirement and ensuring the KPI's are met. Includes Service measurement, assessment and reporting. - Risk and Audit Management for the service. - Business Continuity Management /Resilience- Driving continuous improvements to improve colleague experience and enable business areas to deliver their strategy and objectives- Demand Reduction: Lead the engagements with different areas of business outside of email service to device actions and target dates to reduce number of incidents being raised for emails related issues. - Finance Management: Set and fully understand the budget for the service, Support with forecasting the budget from a short term and long term perspective- Vendor and Stakeholder Management- Managing governance around Incident, Problem and Change- Line Management : Hiring new talent and imparting Training. Skill Matrix and support with formulating a development plan which is tracked on a regular basis. Managing Performance improvements where applicable. Show less

  • Technical Delivery Lead

    Mar 2024 - now

  • Service Governance Lead

    May 2023 - Feb 2024

  • M365 Service Lead

    Feb 2021 - Apr 2023

  • Service Manager Global Email Service

    Dec 2014 - Feb 2021

  • RTB Operations Lead Email Service

    Jun 2013 - Nov 2014