Vinesh Bhandari

Mobile: +91 989 900 0303

E-mail: vinesh_bhandari@hotmail.com
https://in.linkedin.com/in/vinesh-bhandari-pmp-itil-iso-27001-2013-la-bb903a15

Summary:
Strategic leader with 14+ years of technology experience. Leadership skills focused on IT strategy aligned with
organization business needs. Demonstrated ability to critically evaluate and respond to rapidly evolving technology
environments with innovative and comprehensive business solutions. Efficiently manages global operations, projects and
teams to deliver outstanding results.

Skill Set

 Expertise in analysis, design, implementation and management of enterprise-wide IT infrastructures

 Analyzing information system needs, evaluating end-user requirements
 Product/vendor evaluation & selection process
 Effective decision making through six sigma based approach
 An effective communicator with technical, negotiation and stakeholder management skills
 Strong Project Management, presentation and documentation skills
 Application development lifecycle

Technical Expertise

 Windows Servers for AD, DNS & DHCP services

 Switching/Routing & Firewall
 Microsoft Exchange & Lotus Domino for mailing services
 Knowledge & exposure to the IT Service Management tools
 Understanding of different technologies under distributed services, and LAN/WAN/Voice

Professional Qualification :

 ISO 27001:2013 Lead Auditor

 ISO 20000:2011 Lead Auditor
 PMP Certified
 Certified Data Center Professional
 Certified Scrum Master
 Microsoft certified system Engineer
 ITIL V2

Academic Qualification

 Passed XI from C.B.S.E in 1997

 Passed XIIth from C.B.S.E in 1999.
 Graduate
 MBA-IT

Professional Experience

Details of Present Assignment:

MetLife Global Operations Support Center (Feb-2017 – Till Date)

Designation: Service Delivery Leader – IT (Head IT Operations – Global Shared Services)

Job Profile

 Accountable for managing Global IT Service Delivery and ensuring stable technology environment to meet
committed business SLA to the customers
 Ensure compliance of ITSM processes across IT Operations for the organization
 Responsible for setting up new site from IT Infra standpoint and implementation of IT systems required by
operations
 Creates and maintains a culture of continuous Service improvement, accountable for delivering value added projects
as strategic and tactical objectives.
 Ensure alignment between the business/IT requirements and resources/services provided by IT
 Management of local IT and business needs and requirements
 Provide governance to all the projects
 Responsible for managing IT risk function for organization
 Responsible for maintaining ISO 20000 and 27001 certifications for IT department
 Conduct internal audit for IT function to ensure compliance and successful external audits with no observations
 Work closely with management to evaluate vendor/technology for implementation
 Work with Delivery Integration Team from different geographies to ensure that all relevant Teams are engaged to
deliver the service at Implementation for different projects

Eli Global (Oct-2015 – Feb 2017)

Designation: Associate Vice President -IT

Job Profile

 Accountable for managing Global IT Service Delivery and ensuring stable technology environment to meet
committed business SLA to the customers
 Ensure compliance of ITSM processes across IT Operations for the organization
 Manage general IT with integration for all areas integrated as one (Infra & Apps)
 Security and compliance lead ensuring compliance to corporate Info-sec guidelines and implementation of client
specific security controls. Manage internal and external security audits for process specific certifications
 Budgeting, capacity planning and forecasting on technology requirements
 Drive Change in acquired organizations
 Customer Relationship Management
 Focus on business alignment to help improve efficiency of operations
 Responsible for setting up new site from IT Infra standpoint and implementation of IT systems required by
operations
 Responsible for migrating IT processes to India Operations Center for new acquisitions
 Team’s talent development and retention
 Budgets, Financials and cost management (business wise cost allocation)
 Vendor management for all entities globally
 Managing and exceed Customer expectations and deliver contractual obligations. as applicable
 Conducting periodic reviews with the customers and Management, and providing relevant reports
 Reviewing performance of internal vendors periodically. e.g. Service desk
 Responsible for P&L - Budgeting, checking monthly financial health and areas to reduce costs, delivering yearly
targets for profit improvement plans.
 Accountable in ensuring all the key enterprise wide initiatives are in compliance
 Accountable and responsible for ensuring SLA performance targets are met
 Conducting perception and customer satisfaction surveys, and ensuring performance on CSAT targets set by
management
 Cooperates with horizontal organizations in spreading best practices

MetLife Global Operations Support Center (April 2008 - Oct 2015)

Designation: Sr. Manager – IT

Job Profile

 Create solutions which compete with other vendors in terms of innovation, cost and quality of delivery
 Work closely with management to evaluate vendor/technology for implementation
 Help management drive facts based decisions
 Work with Delivery Integration Team from different geographies to ensure that all relevant Teams are engaged to
deliver the service at Implementation for different projects
 Responsible for ensuring all necessary approvals and documents are in place to execute the project e.g. project
budget, project plan, contract with vendor, etc.
 Provide PMO governance to project team to ensure smoothen delivery
 Creates and maintains a culture of continuous Service improvement, accountable for delivering value added projects
as strategic and tactical objectives.
 Ensure alignment between the business/IT requirements and resources/services provided by IT
 Management of local IT and business needs and requirements
 Provide governance to all the projects
 Responsible for managing IT risk function for organization
 Responsible for maintaining ISO 20000 and 27001 certifications for IT department
 Conduct internal audit for IT function to ensure compliance and successful external audits with no observations
 Work closely with management to evaluate vendor/technology for implementation
 Work with Delivery Integration Team from different geographies to ensure that all relevant Teams are engaged to
deliver the service at Implementation for different projects

Achievements

 Saved approx. $ 500k in automation project by giving solution which was cheaper for a system implementation, and
won that business in an area where competition was way ahead.
 Saved approx. $100k by redesigning the structured cabling standards shared by US teams as per local needs
 Saved approx. $ 200K in TelePresence implementation project through negotiation rigor and industry knowledge

Projects Undertaken along with managing service delivery for IT

1) MetLife Captive Center (MCC) Build out - Infrastructure Build out for MetLife’s first 2000 seat captive
center in India. Complete IT infrastructure built out including WAN Circuits, international telephony, Data
Center and production environment for users.
2) Service Desk Setup & Optimization - Designed & implemented IT service desk for 3000 users
a. Considering below factors, created SOW for service desk
i. Number of users & operating window
ii. Infrastructure to be supported to decide on skills needed
iii. Number and type of applications that require support
iv. Volumes of tickets raised
v. Business needed SLAs
b. Setup service desk tool with different groups (skills)
c. Setup processes / SOPs
d. Assigned Toll Free Numbers
e. Setup hunt groups & call flow
f. Setup chargeback mechanism

3) Disaster Recovery Site for MCC - IT Infrastructure Build out for DR site including data center and
production seats in Jaipur.
4) Business Automation Project – Customization & Implementation of business process management
application to automate data entry process for new life applications. Saved organization’s USD 500,000 by
introducing Indian vendor which cheaper for a system implementation, and won that business in an area where
competition was way ahead.

IBM Global Processes (May 2005-March 2008) Daksh is a leading provider of Business Process Outsourcing services to
Fortune 500 companies in the areas of transaction processing and customer care services.

Designation: Assistant Manager – IT Operations

Job Profile
 Responsible for IT service execution to various customers as per agreed SLA and new business acquisition in the IT
Services Space.
 SPOC for external customer to effectively manage clients in terms of less escalation, customer satisfaction.
 Being SPOC for the Business client taking care off all Ramp-up and Ramp- downs as per the data provided by
finance and Operations.
 As part of incident management team, working with team to resolve Top and High priority issues. Also performing
Root Cause Analysis / problem management for high impact issues to minimize reoccurrence.
 Managing the complete planning and management activities for ensuring completion of various types of audit
findings and closing the gaps within the time and improving quality of the information systems.
 Compliance to Internal & Client Audits & Special Projects.
 Managing the Facility outsourced through WIPRO. Service Performance Metrics. Further handling second level
escalations

Technical Responsibilities
 Backup and recovery process
 Knowledge & exposure to the IT Service Management tools like the HP Open View family
 Patch & Antivirus management on all servers and workstations.
 ID management
 Access right management on file servers
 Security health checks finding closure
 Mail management using Domino Technologies

Arvato Services India (May 2003-May 2005)

It (Registered as Bertelsmann Marketing Service India Private Limited) is a joint venture between Arvato Services
GmbH of Germany and a local partner in India The Bird Group. Arvato Services (formerly called Bertelsmann Services
Group) is one of the largest companies within Bertelsmann AG, one of the world's largest media conglomerates.
Headquartered in Guetersloh, Germany, Arvato Services is a leading international provider of innovative service solutions
to a wide range of customers.

Designation: - Sr. IT Executive

Job Profile / Key responsibilities:
Process: Arvato was involved in Microsoft product activation and volume licenses programs. Calls from US PSTN land to
BT voice channels and then routed to four local loops connected to arvato randomly. Web based tools for activation and
generating keys are running through 2 MB Internet link from bharti and high speed dedicated 2mbps IPLC between
Liverpool and Gurgaon (as backup).

Equipment/platform worked on under job profile:-

 Cisco 2600 for data connectivity through IPLC.
 Clients: Installed and implemented IBM Net Vista 6824. (30 nodes)
 OS: Windows XP Pro.
 Application used for Process: Net soft.
 Nfuse Client for Citrix server

Installed and Managed the Windows 2000/2003 base networking for more then 150 computers. This
includes:
 Installed and implemented Compaq ML 530/DL 360 servers with different roles
 Microsoft Exchange server 2000
 Microsoft Outlook 2003 Clients
 Microsoft Software Update server
 DNS for private as well as public network.
 Windows 2003 DHCP Server
 Windows 2000 RAS/VPN
 Microsoft ISA 2000 Server
 Implemented Group Policies as per individual process requirements
 Antivirus Server (Trend Micro Suite)
 Symposium Server: For call center reporting.

DOB: 20 March 1982

Valid Passport: Yes (With US Visa)

(Vinesh Bhandari)