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.

EDUCATION & PROFESSIONAL QUALIFICATIONS

Professional Certifications