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Technology / Internet
Arvind Gaba

Arvind Gaba

Arvind Gaba - Lead IT Service Delivery Management
Brampton, Ontario


About Arvind Gaba:

  • IT Managed Services, Cloud & Security Service Delivery Associate Director with 17+ years of experience in managerial and technical roles in IT Infrastructure domain.
  • Service Assurance / Delivery Transformation Practice Lead
  • IT Security Services, Microsoft Endpoint Configuration Manager, formerly System Center Configuration Manager (SCCM) & DaaS Technology
  • Strong 10+ years’ experience in management and executing cross-geography projects with 40+ team size. Managing IT Delivery KPIs and SLAs and improving BAU services as part of CSI activities
  • Domain/Technical Experience in Private and Public Cloud including Microsoft Azure, O365, SAP, Success Factors.
  • Strong Leadership experience blended with effective communication & excellent execution skills. 
  • Experience with IT Services methodologies such as ITIL & ITSM
  • Worked with Various Virtualized environments namely Proxmox, VMWare, and Hyper-V.
  • Demonstrated excellence in managing complete IT Project Management activities, ensuring timely deliveries as per defined timelines and quality standards.
  • Setup Business Continuity and Disaster Recovery SOPs and infrastructure
  • Ensuring contractual commitments, SLAs and KPIs to customers always adhere


Program Governance / Operations Leadership:

  • Participate and guide in client IT strategy and planning activities, bringing current knowledge and future vision of infrastructure technology, systems and best practices as related to business requirements
  • Provide thought leadership in IT strategy, operations, cost-optimization, innovation, and efficiency improvement
  • Assess the impact of IT industry trends to current and future enterprise infrastructure needs and projects
  • Assures program governance is appropriate for the scale and scope of services for the engagement as well as the quality of deliverables


IT Managed Service Delivery Management

  • Responsible for overall effectiveness and efficiency IT Infrastructure operations to ensure high levels of customer satisfaction.
  • Ensuring SLA, KPIs are adhered to for 5+ countries operations.
  • Work with the team to manage overall IT day-to-day operations to improve infrastructure costs, performance, and end-user satisfaction with the help of CSI
  • Monitor performance of service delivery methods and tools and plans for the necessary refresh and expansion based on needs
  • Assure resolution of high severity outages impacting IT infrastructure, 24/7 IT Services & Infra Support

Standards / Policies / Metrics

  • Drive adherence to IT Infrastructure ITIL framework policies and procedures (including: incident, problem, and change management) to ensure standardized methods and procedures are used for efficient and prompt management of services
  • Manage delivery of infrastructure services shared across the enterprise
  • Establish key metrics and performance indicators to measure service levels (SLA)
  • Manage key service providers to service levels and performance on provided services
  • Assure Service Delivery is in compliance with local and country regulations

Administration and Leadership

  • Provide strategic direction, coaches, develops, and mentors team members within and outside their organization
  • Establish objectives and goals across Infrastructure and Operations organization
  • Facilitate collaboration across Information Technology towers and key client leaders.
  • Support, communicates, and takes personal ownership of strategy and success criteria
  • Actively solicits opinion and perspective from all levels and peers
    • Ensure profitability to business by delivering services while maintaining high levels of margins to business.



Professional Certifications

Microsoft Certified: Azure Administrator Associate June 2022
Microsoft Certified: Azure Solutions Architect ExpertJune 2022 
Microsoft 365 Certified: FundamentalsJune 2022
Microsoft Certified: Azure FundamentalsMay 2022
ITIL Foundation, AXELOSNov, 2018
Foundations of LeadershipJune, 2015
Microsoft Certified Systems Administrator 
Microsoft Certified Systems Engineer 
Microsoft Certified Professional 


MCA - Master of Computer Applications2004 - 2006
Punjab Technical University 

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