Madhan Unnikrishnan

Experience

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  HP India Pvt ltd

  Apr 2001 - Jun 2006

  IT support and lab coordinator

  •Led a team of 10 desktop engineers besides being a part of the Sensor Module project implemented across various data center in HP and other customer locations.•Involved in installation, configuration, system administration for Windows 2000 Servers besides managing file permissions, setting up of user & group accounts.•Ensured laptop & desktop support for a team of 100 users and managed network printers.•Worked on HP & Compaq servers; installed & maintained SQL server and clients apart from coordinating with vendors on IT related procurements.•Accountable for vendor negotiations.•Functioned as Lab Coordinator involved in testing of various prototypes, performance testing, quality control and ensured product improvement based on test report. Show less

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  IBM

  Jun 2006 - Jun 2010

  Service Delivery Manager

  • Led a team of 83 engineers spread across India assigned Level 1 support for Network, Windows Servers, Desktop, laptops, Printers and mobile device in addition to managing escalations and maintaining IT infrastructure.• Ensure that systems, processes and methodologies as specified are followed by the subordinate team. Adjust processes & tools to integrate new services/evolutions within existing operational entities.• Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level; took client meetings and reported to the delivery manager.• Handling the activities as FPOC from the clients and customers & taking up requests, questions and escalations from the customer• Ensured compliance to commitments on SOW, SLA and other contractual obligations; focused on incident management, C-SAT management, IT helpdesk management.• Coordinated with team leads across sites besides conducting one to one sessions & weekly meetings with team members.• Ensured effective transfer of business unit service delivery process assets to all programs/projects to facilitate gains in client satisfaction and market competitiveness.• Participated in recruitment of engineers; trained new engineers on process management; analyzed customer feedback on quarterly basis to initiate improvement processes.• Prepared monthly report & updated IBM APAC delivery manager; conducted weekly meeting with customer and monitored day to day calls.• Functioned as first point of contact for customer escalations; involved in inventory management and implemented initiatives aimed at maximizing end user satisfaction.• Involved in implementation of mail devices Treo Palm one, Nokia E61i and Black berry in addition to HP Network printers. Show less

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  British Telecom

  Jul 2010 - Jun 2011

  Project Manager

  Job Profile-•Accountable for delivery of internal IT projects in a globally managed service environment apart from managing network infrastructure projects requested by the client.•Involved in management of project lifecycle aligned to organizational shared standard methodology & report project status to client and various stakeholders.•Manage projects from initial kick off to final delivery; coordinate with stakeholders in ensuring compliance to delivery schedules.•Focus on project planning, implementation, budget, resource management & quality of project delivery; involved in planning & coordinating network interventions with internal users & external vendors besides coordinating installations, cabling and setting up of Cisco equipment.•Participate in changes & incident management pertaining to field implementation. Ensure maintenance of proper project documentation Show less

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  STS International, Inc. - A Cameo Global, Inc. Company

  Jun 2011 - Jan 2016

  •Lead the project team who are responsible for delivering projects in APAC for Cisco & Partners •Accountable for delivery of internal IT projects in a globally managed service environment apart from managing network infrastructure projects requested by the client.• Involved in management of project lifecycle aligned to organizational shared standard methodology & report project status to client and various stakeholders.• Manage projects from initial kick off to final delivery; coordinate with stakeholders in ensuring compliance to delivery schedules.• Focus on project planning, implementation, budget, resource management & quality of project delivery; involved in planning & coordinating network interventions with internal users & external vendors besides coordinating installations, cabling and setting up of Cisco equipment.• Participate in changes & incident management pertaining to field implementation. Ensure maintenance of proper project documentation. Show less

  • Service Delivery Manager

    Jun 2014 - Jan 2016

  • Lead project manager

    Jun 2011 - Jun 2014
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  LinkedIn

  Feb 2016 - now

  • As the primary contact for LinkedIn users in the APAC region, I oversee all IT-related services, issues, outages, and the implementation of new office setups.• Apart from managing regional IT for APAC offices own the responsibility for managing a 24/7 service desk team that supports various platforms for 20K+ users globally. • Facilitates comprehensive IT support from an employee's onboarding to departure, ensuring their productivity and efficiency are optimised throughout their tenure.• Adopting new methods & technologies which focuses on continuous service improvements.• Define and implement Asia Pacific IT end-user support strategies across multiple sites in Australia, Hong Kong, Japan, and Singapore with close alignment with Org Vision, Mission, and Strategies• Optimize the effectiveness of Vendor Managed IT Services to guarantee alignment with established Service Level Agreements (SLAs) and Metrics, encompassing a comprehensive spectrum of end-user support. This encompasses but is not confined to on-site assistance, remote support, help desk operations, executive-level support, mobile device management, and orchestrating seamless customer-focused events across local and remote venues.• Harmonize with the APAC Senior Management Team's business strategies and address the immediate IT requirements of the company while catering to future site expansions and developments. Show less • As the primary contact for LinkedIn users in India, I oversee all IT-related services, issues, outages, and the implementation of new office setups.• Apart from managing regional IT for APAC offices own the responsibility for managing a 24/7 service desk team that supports various platforms for 20K+ users globally. • Facilitates comprehensive IT support from an employee's onboarding to departure, ensuring their productivity and efficiency are optimised throughout their tenure.• Adopting new methods & technologies which focuses on continuous service improvements.• Responsible for any new office build-outs in India• Facilitating the smooth transition and ongoing support during the migration from Gmail to O365.• Established a Tier 2 support team tasked with addressing escalations and overseeing the resolution of escalated incidents within agreed-upon service levels.• This team was responsible for documenting all actions taken and maintain accurate incident logs.. Which gave back time to Tier3 team to focus on priority tasks.• Contribute to knowledge base articles and documentation to facilitate Tier 1 resolution of commonly occurring issues.• Provide guidance, expertise, and technical advice to Tier 1 agents. Offer detailed solutions, workarounds, or recommendations for recurring issues. Show less

  • APAC IT manager

    Feb 2022 - now

  • IT Manager

    Feb 2016 - Feb 2022