MANISH KALRAMobile: 91-9911578410/9711416281 ~ E-Mail: manikalra@yahoo.com

Seeking professional enrichment in Project Management, IT Infrastructure Management, IT Service Management, Transition/implementations/Upgrades and Service

Delivery/Migrations within growth oriented organization.

PROFESSIONAL ABRIDGEMENT A seasoned professional with more than 12 years of working experience in Project Management/IT Service

Management/IT Infrastructure Management/Service Delivery & Leadership. PMCP Certified (Wipro Internal Project Manager Certification Program)- Jan 2017- This is a PMI approved

3 week training curriculum with 4 stage assessment (Mentoring, Online Exam, Panel assessment, reflection paper) Prince 2 Practitioner Certified (Project Management)- March 2016 ITIL Expert Certified (MALC- Managing across Lifecycles)- May 2014 ITIL Intermediate levels certified (Service Operation, Service Transition, Service Strategy, Service Design and

Continual Service Improvement)/ Microsoft certified Systems Engineer (MCSE-2003) Well Trained on Prince2, PMP (PMBOK4) /Trained on RHCE and CCNA. Expertise in Project Management/Implementations/Upgrades/Server Build/Application Hosting

/Migrations. Proven ability to translate Business needs into technology requirements that supports the company's Business

objectives, and to successfully manage all phases of IT Projects from needs analysis and requirements definition to vendor, implementation, and training.

Ability to identify core business and technology expertise lacking in IT infrastructure and building a competent virtual team through pragmatic partnerships with vendors, business units & peer organizations.

Recognised by leadership for successful delivery of high visibility/impact projects. An enterprising leader with uncompromising commitment to performance excellence and an ardent bias for action

in training & motivating teams to maintain deliverables as per the SLA. Thrives in fast-paced environments, readily adapting to evolving business and technology challenges.

Results oriented professional, recognized for taking on major initiatives, and adapting to rapidly changing environment and resolving mission-critical issues to ensure bottom-line success.

Excellent analytical, organizational, planning skills with demonstrated abilities in training & mentoring teams towards achieving organizational goals.

Excellent customer facing skills and team leading abilities.

KEY SKILLS

Project Management IT Infrastructure Mgmt IT Service MgmtService Design Service Transition ImplementationIncident Mgmt Problem & Change Mgmt SLA ManagementAudits & Compliances Metrics & Quality Training & DeliveryProcess & Documentation Event Management Innovation & AutomationShift Management Performance Management Management ReviewsEscalation Management Team Management Resource Optimization

OCCUPATIONAL SCAN

Wipro Ltd, Gurgaon Project Manager Since June’14 till date

Key Deliverables:

Associated as a PM with SIMS (System Integration & Managed Services) for Wipro Ltd. Responsible for the planning and delivering of the IT Infrastructure implementation/ rollout projects. Responsible for ensuring that project parameters are within norms when the project is closed i.e. CSAT, Time,

Effort, Cost. Work with all internal & external stakeholders of the project to determine a detailed Project Charter and develop

a Project Management plan on its basis. Responsible for billing & collection from the project & the collections related to the products if multiple LoBs are

involved. Responsible for vendor management. Release vendor PO’s/Contracts for Project product/service outsourcing

requirements. Co-ordinate with OEM’s & Procurement Manager to effectively manage procurement and deliveries.

Manage Project Budget, Plan & approve all expenses & claims arising out of Project spends i.e. Domestic travel, conveyance etc.

Hire resources on Contract for Project resource requirements. Develop a Communications plan to keep all stakeholders updated throughout the Project lifecycle. Perform effective Resource Management by prioritizing and determining existing and future resources and

personnel requirements in order to meet department current and projected workloads and demands. Perform Cost and Schedule variance analysis and propose Fast tracking or Lagging project phases to minimize

the variance. Monitor and Control Quality, Risk and Costs against defined various baselines as defined in Project Management

Plan. Effectively track all lessons learnt during the project lifecycle and update Project Management Plan and

Organizational Process Assets.

Industry Sectors• Telecom• Media• Retail• Finance• Consulting/Insurance

Top Projects Undertaken Big data (Hadoop) & Analytics (Ab-Initio) Infrastructure Design & Implementation for a telecom giant- Setup

of Infrastructure, VERITAS clustering, Oracle RAC setup and Cloudera Hadoop setup. This will be the largest of its kind setup of VERITAS setup globally.

Data Center Migration for a leading nationalized bank. Publishing application Infra design & deployment- Deployment of Network & Security, Server, Storage and

VMware Infrastructure deployment for a publishing application rollout for a large Print Media client. Host Intrusion Prevention System, Nessus, PVS, PIM deployment.

Retail Store Network & Infrastructure migration – Network Migration of close to 200 retail stores for a large Retail chain in 20 days across north India.

Signal Transfer Point (STP Expansion) for a large telecom company to support Mobile Number portability as per Government of India Directive. Scope includes Site survey, Installation & configuration of Oracle STP expansion cards to support capacity expansion for Mobile number portability services across 18 Telecom circles pan India.

MPLS Expansion for a Telecom company to support 3G and 4G expansion across multiple locations. Scope includes Site survey, Installation, Configuration and Network Integration of Cisco ASR series routers to support 4G and 3G services expansion for more than 60 cities pan India.

Video Optimization Project – Setup of Servers, Storage & Network Infrastructure to support Video services for a telecom company across 6 locations PAN India.

Intelligent Network (IN) Implementation - Setup of Servers, Storage & Backup Infrastructure to provide Intelligent Network services for a telecom company across 4 locations PAN India.

Multiple Implementations including Server Infrastructure (VMware, Blades), Clustering (Veritas, Oracle RAC), Storage (EMC, Netapp), Network & Security (Cisco, Juniper), Backup (Symantec, HP Data protector) and other Technologies.

Aon Hewitt, Gurgaon Project Manager/Service Delivery July’11 to May’14Key Deliverables:

Associated as a PM with AITS (Aon Infrastructure Technology Services), Global Portfolio Management, and Global Initiatives and planning (GI&P).

Work with all major stakeholders of the project to determine a detailed Project Charter and develop a Project Management plan on its basis.

Co-ordinate with Procurement Manager to effectively manage procurement, Vendor contracts to meet Project’s resource requirements as per Project Management Plan.

Develop a Communications plan to keep all stakeholders updated throughout the Project lifecycle. Perform effective Resource Management by prioritizing and determining existing and future resources and

personnel requirements in order to meet department current and projected workloads and demands. Prepare a Work breakdown structure as per the project scope statement and co-ordinate the detailed WBS with

functional experts to develop a project schedule. Perform Cost and Schedule variance analysis and propose Fast tracking or Lagging project phases to minimize

the variance. Monitor and Control Quality, Risk and Costs against defined various baselines as defined in Project Management

Plan. Effectively track all lessons learnt during the project lifecycle and update Project Management Plan and

Organizational Process Assets.

Top Projects UndertakenData Center/Infrastructure Builds Data Center Upgrade : Upgrade of Data Center Infrastructure (Power, Cooling, Racks),Upgrade of Servers and

Application migration.

Real Estate : Setup a 600 seater setup with Network & Voice connectivity. Setup of India Transport Helpdesk- Call Center Setup, Call Recording Infrastructure Setup, Process design &

onboarding.Upgrades SQL upgrade from SQL 2000 to SQL 2008 for 100 Servers. LDAP Implementation: LDAP upgrade on 400 Linux servers.Application Hosting Alarmpoint Implementation: Global implementation of Automated Event notification, Business Communication

and Auto escalations via Alarmpoint. Genesys & Nice Upgrade : Setup of new infrastructure and Upgrade of call center & call recording applications

for global call centers. Storage Refresh : Upgrade of SAN arrays for 3 large data centers. Implemented Remedy 7.6 as tooling solution for Incident, Problem and Change Management modules

for Global Service Management and Global Service Desk as part of Global Service Desk Project. Windows 7 Upgrade rollout- Setup of Discovery infrastructure for Microsoft.

Aon Hewitt, Gurgaon IT operations Manager-GSMC July’11 to Feb’12Aon Hewitt, Gurgaon Lead- IT Service Management Aug’09 to July’11

Key Deliverables: New service On boarding i.e. Service design, Transition, Operation and Continuous Service

Improvement Managing the Incident Management process and driving SRT’s. Managing the Change Management procedures and ensure changes are performed with minimal impact to

production. Planning Monthly Maintenance Windows, Biannual Disaster Recovery Exercises and Data Center

Maintenance activities. Collect requirements from business and design service solutions. Service transition for new clients and set up process and procedures for managing their

environment/services/applications to operations. Implement ITSM tools enhancement Schedule and chair Problem Status meetings with involved parties Participate in quality and operational

meetings  Initiated Post Incident Review for SLA review and adherence for identifying opportunities of effective Incident

Management. Manage the Daily Incident Call Review meeting for Leadership briefing and send Incident reports. End-to-end responsibility for the management of problems for all services within agreed service targets Design & Implementation of Monitoring enhancements ideas of integrating Monitoring tools with Share point. Identifying process gaps and implementing Industry Best Practices to fix the same. Doing regular qualitative checks on the team and giving detailed feedback to engineers and help them to

improve their performance and consistency. Resources planning to ensure adequate resources are available to meet the problem investigation demands. Define and Design Training material for New Joiners.

Projects Undertaken Global Service Desk: Setup of Global Service desk for Aon, Process design and implementation for Service

desk. Service on-boarding of Incident Management for Global Service Management Center. Implemented Service Improvement Plans (SIP)

o Reducing Emergency & Late changeso Reducing manual paging efforts and automation of Urgent support policy.o Reducing Outage time on Major Incidentso Reducing the volume of invalid Incidents

Implemented Share point Migration from Lotus Notes to Sharepoint platform. BMC Performance Manager Project: This Project was to install Patrol Monitoring on all windows Servers Event Cleanup Project: Handled Initiation, Planning and design phases of a project on BMC Impact Explorer

(BEM) for effective Event Management. Scope of project includes Event Co-relation and suppression in BMC Impact Explorer (BEM).

NaviSite India Pvt. Ltd., Gurgaon Shift Manager/Incident Management Nov’07 to Aug’09

Key Deliverables: Managing the Incident Management process and facilitate the Incident Analysis process Managing change management and problem management procedures & plan maintenance windows ensuring

they are all carried out in a controlled timely manner with minimum service downtime To continuously work on to improve the process gaps, improve on processes and define SOP’s as required. To handle any escalations pertaining to the process and implementing a procedure to handle situations for future

reference. To send maintenance/emergency notifications to the customers informing them of the status of an outage. Doing regular qualitative checks on the team and giving detailed feedback to engineers and help them to

improve there performance and consistency. Publish Dashboard and SLA review

Convergys India Services, Gurgaon.  Sr. Technical Support Engineer Aug’06 to Oct’07

Key Deliverables: Research Engineer for Microsoft products like Windows XP and Windows Vista & Providing second-level online

support to TSO's and Technical Call-Back Team spread over three sites (Gurgaon, Pune and Bangalore). Carrying out comprehensive & exhaustive research for resolution of the cases which were escalated for the

second level support. IBM India Ltd., Gurgaon Specialist Technical Support Nov’04 to Aug’06

Key Deliverables: Technical Support for Hewlett Packard All in One’s range of Printers, Scanners, Copiers and Faxes. Responsible for leading, motivating and training a Team of 4 people.

NOTABLE ACHIEVEMENTS:- Awarded Best Project Manager Award and Best Delivery Team Award for successfully implementing Design

& implementation of Bigdata and Analytics infrastructure setup before time and within the planned cost with zero escalations.

Awarded Best Delivery Team Award & Wipro-SIMS Star of the week in Dec 2014 for successfully completing migration of a large retail chain in North India in record time of 20 days.

Awarded Gold Award for Business Results in Dec 2013 for successfully delivering multiple critical projects with time and budget constraints.

Awarded with IMPROMPTU, Champion and XtraMiler Awards an Internal Recognition Program, twice at NaviSite and thrice at Aon Hewitt.

Awarded as Best Supervisor for maintaining Zero Internal or Customer Escalations for the whole group, Navisite

Led the Incident Management team at Aon Hewitt to achieve Premier Team Award for consecutive two quarters.

PROFESSIONAL ENHANCEMENTS

Prince2 Practitioner Certified ITIL Expert v2011 certified PMCP Certified (Wipro Internal PM certification- approved by PMI) Trained on PMBOK/Project Management Skills (PMP) & MS Project ITIL Foundation v.3 Certified Certified in Microsoft Systems Engineer (MCSE-2003) Trained at RHCE and CCNA. Q101 Ops (Quality Foundation Program) & Business Writing Skills

Tool Skillset

MS Project 2007/2010, MS Visio, MS Office Suite ITSM Ticketing Solutions: BMC Remedy 5.0/6.3/7.6, Clarify Monitoring Solutions: BMC Proactivenet, TMART, SMARTS, BEM, SIM, Patrol, Wily Collaboration & Documentation Solutions : IBM Lotus Notes, Microsoft Sharepoint

ACADEMIA

2009 Post Graduate Diploma in Information Technology from Symbiosis Center for Distance Learning, Pune.2004 Bachelor of Information Technology from Delhi University with 59.1%2000 Higher Secondary from DAV Public School, Gurgaon with 73.2%1998 Senior Secondary from DAV Public School, Gurgaon with 80.2%

 PERSONAL DOSSIER

Date of Birth: 3rd October, 1983.Permanent Address: House No.654, Sector-7, Gurgaon- 122001.Interests: Theatre/ Social WorkLanguages: English/ Hindi/ Punjabi.Passport No: N7783140