M L Gopinath

Mobile: 09444114927/09941272237
E-Mail: ml.gopinath5@gmail.com
Aiming for senior level assignments in Delivery Head/SDM/ Program Manager with an organization of repute preferably in IT/
BPO industry
SKILL SET

IT Infrastructure Operations

PROFILE SUMMARY

A technocrat with nearly 18 years of rich experience in IT Infrastructure &

SDM/Program Manager and Business Development with key emphasis on
infrastructure Management, Service Management, Project Management and
IT Service Delivery.

ITIL certified, Well versed with ITIL framework & process implementation
experience along with ITSM tool alignment, in various projects/companies
and multiple client environment dealing in different Line of Business (LOB).

Experience of Process Consulting. Design, Develop & implement Incident,

Problem & Change and other Service Management processes. Monitor the
compliance and effectiveness of these processes.

Ability to direct complex projects from concept to fully operational

Worked as a freelancer for nearly 2 years as IT Consultant

A multi-faceted professional with documented success of consistent
achievement in a senior management capacity primarily accountable for
complete operations
Proficient in extending Tower Model Support in Network, Server, Technical
Service Desk, Datacenter & Asset Management
Proven competencies in , competency building, technical reviews and
delivery, knowledge & people management
Collaborated with the senior management and provided strategic direction on
technology initiatives in line with the core organizational goals and business &
profit objectives of the company
Merit of handling National Service Delivery Management of Infrastructure
Management Services across PAN India
Expertise in analyzing business objectives through technical leadership and
business acumen, vendor negotiations and cost saving initiatives
Logical thinker and strong communicator noted for transforming IT
organizations with support to global, enterprise wide infrastructures

Service Delivery
Customer Relationship Management
Solution Architecture
IT Strategy Planning
Data Center Consolidation
Vendor Management
Project Management
Risk Management
Best Practice Implementation
Business Continuity Planning
IT Consultancy & Sourcing
Team Management
Business Development
Quality Management

EMPLOYMENT DETAILS
Since Aug14

HP, Hyderabad

Service Delivery Manager

Key Result Areas:

SDM for Major client and providing call centre support for its US operations, managing large accounts of BPO/ITES multiple
domains. Managed entire IT operations of substantial programs provide our services to sustain IT operations, Enhance
existing infrastructure and application capabilities/strengths or also provide solution/services for setting up new infrastructure.
Which are fragmented into the different teams of Tech specialist /Ops Managers split into different geographical areas as per
client requirement. We provide services through efficient Program/ Project Management in Domains like Network, Server, Data
Center Operations, Global Service Desk Operations, Application Support and Maintenance, ITIL Process & policy framework
designing and implementation.
Imparting training to the employees for enhancing their soft & technical skills
Identifying prospective clients from various sectors and generating business, thereby achieving business targets
Building healthy bonds with new clients through regular interaction and being a single point of contact for them
Discussing and consulting with management on latest business trends with a view to introduce innovative products / services
in future
Reviewing business leads on daily basis through regular meeting with tower lead
Holding presentations on dashboard every week and month, based on customer reviews.

Role and Responsibilities:

Team Management
* Review the key objectives and SLAs of all accounts and clarity the SLAs linkage to the overall objectives
* Build a positive, collaborative working environment for the team
* Coaching and mentoring the Technical Architects/ Operations managers on technology and the client business to help them deliver as
per client expectations.
* Involve myself into team building activities and in house trainings.
Planning & Estimation
* Review the overall plans/proposals for the program, Ensuring effective scoping and estimation across projects to produce win-win

results.
Review project estimations in terms of time commitments and staffing the right people across the program.

Stakeholder Management
* Build strong business relationships with third-party Vendors and partners for smooth functioning
* Ensure to have regular relationship building meeting with internal and external stakeholders

Issue and Risk Management

* Identify, quantify and track issues and risks in the project for proper risk management.
* Derive and drive issue and risk resolution solutions to ensure effective delivery and mitigation of the business impact
* Ensure that regular risk reviews of the project take place; prepare materials for risk review meetings
* Drive effective communication of issues and risks to the client.
Governance & Quality Control
* Implement various Service improvement plans (SIP) and other quality initiative to drive Quality of services
* Review overall program metrics to ensure compliance to quality on all client deliverables.
* Regular review as per governance model ( i.e. Operational, Steering committee and Executive Reviews)
Client Management
* Build strong relationship with the client appropriately to engage the client at every stage in the project life cycle
* Build and manage senior client relationships (expectations, communications, escalation, etc.)
* Build strong relationships with clients and ensure higher customer satisfaction
Financial Management
* Responsible for freezing SLA / SOWs with Client along with sales team
* Reviewing and tracking of Opex/ Capex with respect to the budget and gross margins
* Contributing to sales through expanding business from existing client

Jan14-Jul14

Accel Frontline Ltd., Chennai

National Service Delivery Manager

Key Result Areas:

It acted as NSDM of major clients to provide IT infrastructure support across PAN India. We are sole responsible for
incident and change management, provides support to approx. 5500 end users, managed a team of over 250
professionals.
Mentored support team of various domains like Network, Server, Telecom, Technical Desk & Assist Management for ensuring
flawless clients management
Updated and upgraded to latest technology for process enhancement and customer satisfaction
Reviewed and analyzed services with team, customers & stake holders on daily & weekly basis
Generating and evaluating analysis report every week and status & dashboard reports every month
Handled the responsibility of managing multiple domains like server, network, TRC, Logistics, technical expertise, etc.
Involved in managing tasks related to accounts like cost / profit & loss management, revenue growth & expenses, budgets and
reviewing direct reports for effective budget planning & tracking practices
Assisted organization in getting the deals at the best possible rates through negotiations with and comparisons of vendors
Served as a key person in mentoring team members and determining their appraisals, job rotations and career development

Role and Responsibilities:

*
*
*
*
*
*

Efficient Management of complete IT Infrastructure. .

Incident / Problem Management through effective communication to all stakeholders and managing Help desk for strong follow up with
internal Teams and stakeholders for timely closure. Effective and efficient management of all IT Assets which includes vendor
management, procurement, deployment of Assets as per the requirement.
To ensure that all SLA parameters signed with clients are met and exceed.
Handling all Escalations related to IT, Act as a SPOC for all escalations
Preparation of all Monthly / Weekly Reports related to IT Operations
Mentor, Assist and Review all team members periodically to ensure better Team's productivity.

Highlights:

Obtained 99% adherence on SLA based service delivery by streamlining the process & monitoring every activities related to it.
Oct07-Feb12
Key Result Areas:

3i Infotech Ltd., Chennai

Regional Service Delivery Manager

Involved in overseeing around 140 million IT operations services within data center and 41 Million in IT Infrastructures & ITSM
Tools based global service delivery.
It managed a team of over 450 professionals for delivering timely IT Infrastructure support to multiple customers in various
Domains.
Strategized request for proposal (RFP) for the company after studying bid details, organizing work plan, staffing, budgeting &
preparing closure of bid contract documents for bringing business

Collected data, reports, metrics, & dashboard requirements from stakeholders & coordinated for the same to understand them
better and deliver solutions effectively & in sync with BI strategy and roadmap
Managed domestic & global service delivery support which includes multiple domains like server, network, asset management,
database, datacenter, NOC & remote support and service delivery management
Liaising with project team members, product and program managers to ensure project deliverables remained on track and
aligned with business goals and expectations

Highlight:

Distinction of handling clients GE Money, IDBI Bank ICICI Bank, IDBI, Flextronics, Star Health, Manipal, NCR, NIC, TMB, VOLVO,
TEXAS Instruments
Freelance Assignments
Feb12-Dec13

IT Consultant, Chennai

Key Result Areas:

Involved in consulting & coordinating with clients/companies for IT setup

Created strategy, integrated system, rolled over new IT infrastructure, etc. for the ever evolving enhancement of the IT
department and its support
Assisted clients by shortlisting the candidates after taking their technical interview

Highlights:

Ensured 24X7 network uptime by monitoring all the devices closely and escalate respective vendor, if any issues occur to
close the same at the earliest
Adhered to the TAT by target through training the team and ensuring he team has been trained/Informed that all the
escalations should happen in the time frame and ensuring the service/Incident requests should be closed within agreed service
levels
Reduced delivery time by 98% through familiarizing the team to the devices present and their functioning, so that no times was
wasted in rectifying the same
Maintained a project tracker to measure the milestones accomplished on time; the P&L tracker where cost of resources,
expenses, billing are tracked and monitor if the payment obtain from customer in time to avoid amount reduction
Introduced new advance technologies based on the Infrastructure performance (measured servers/network usage, their
user/employees increased/establishment) and their application performance/usage
Obtained 100% client satisfaction by ensuring implanting tracker to track the service delivery measureable based on Service
level agreement SLA in all domain\tower model

Previous Experience
Jan04 - Sept07
Jun03 - Jan04
Nov01 May03
Oct00 Oct01
May97 Oct00
Jun92 Nov96

CMS Computers Ltd., Chennai as Area Field Manager

Origin Infosys, Chennai as Manager Systems & Network
Prodigi System, Chennai as Manager System/ Network
Barconet System Ltd., Chennai as System Administrator
CMS Computers Ltd, Chennai as Sr. Customer Engineer
APCOM Computers Ltd., Chennai as Technical Executive

Academic Details

Diploma in Computer Science and Engineering, Chennai, Tamil Nadu Board of Technical Education.
M.A. (Administration) from Madurai Kamaraj University Chennai.

Professional Enhancements

ITIL Foundation Certificate in IT Service Management

Clear Case Administrator & Fundamentals Certificate
from Rational Corp.
MCP

Trained in PMP Project Management Certification with

36 PDUs
CCNA
MCSE

PERSONAL DETAILS
Date of Birth:
Current Address:
Languages Known:

10h June, 1967

Flat No. 3, 2nd Floor, AP 1342/Door No. 45, 33 Street, 7 Sector, K .K. Nagar 600 078, Chennai
English, Tamil & Telugu

Please refer to Annexure for Project Details:

Annexure
Project Details
Title:
Organization:
Client:
Role:
Team:
Duration:

Manage IT Infrastructure & Data Center Transition

3i Infotech Pvt ltd.
Manipal Hospital, Bangalore
Account Delivery Manager
70 Professionals
Nov10 to Feb11

Key Result Areas:

Gathering infrastructure requirements from client for offshore project transition

Defining goals & deliverables that support business goals in collaboration with senior management and stakeholders and
developing full-scale project plan accordingly
Ensuring availability of experts from Data Center, Server, Network Team to implement the solution as per client
requirements
Recommending and implementing server virtualization for better utilization of data center resources as well as reducing
project cost
Liaising with business continuity team to perform business impact analysis, continuity requirement analysis and identifying
& prioritizing critical functions
Communicating project expectations to team members and stakeholders in a timely and clear fashion
Estimating resources & team members and tracking project milestones to achieve project goal

Title:
Organization:
Client:
Role:
Team:
Duration:

Manage IT Infrastructure, Transition and Service Delivery

3i Infotech Pvt Ltd.,
NCR, Southern Region
Regional Service Delivery Manager.
120 Professionals
Oct07 to Feb12

Title:
Organization:
Client:
Role:
Team:
Duration:

Manage IT Infrastructure, Transition and FMS Delivery

3i Infotech
NIC, Southern Region
Regional Service Delivery Manager
430 Professionals
Feb08 to Jan12

Key Result Areas: (for both the projects)

Defined goals & deliverables that support business goals in collaboration with senior management and stakeholders and
developed full-scale project plan accordingly
Liaised with Desktop, Server, Network Team for hosting Domain Controllers, Antivirus Servers, Patch Management
Servers, File Servers and Application Servers
Coordinated with Desktop Team to configure the desktop image as per client requirement
Ensured that the software and hardware are covered under annual maintenance contract with appropriate vendors
Negotiated with other department managers for the acquisition of required personnel from within the organization
Determined and assessed need for additional resources and made appropriate recommendations for recruitment
Directed and managed project from beginning to end
Facilitated internal audits & client audits
Estimated resources & team members and tracked project milestones to achieve project goal
Communicated project expectations to team members and stakeholders in a timely and clear fashion