1. All Info on this resume is © to Susil Kumar Subash
Susil Kumar Subash
E-mail id: trysushil@gmail.com
Mob: +91 9894918688 & 9500086046
Career Objective
Looking on position to explore myself towards next level of challenging role with high efficiency of deliverables as defined
by Organization with mid-senior managerial role wherein I can apply my knowledge as catalyst.
Professional Summary
 6.5+ years of solid experience in Technology Operations, Information Technology, Resource Management, Service
Delivery, Project Implementation, Datacenter Operations, Incident Management, IT Infrastructure Services,
Business Analysis, Internal & External Customer coordination, UAT Test, Change Management, Managing IT
across the Enterprise and data analysis with reporting.
 Achievements in managing mid-large level strategic IT initiatives involving re-engineering of business processes,
operations and enterprise applications.
 Excellent analytical, organizational, interpersonal skills, Identification and negotiation for Business -Technology
requirements.
 Committed to efficient and accurate management of information systems in a fast-paced, deadline-driven
environment.
 Results oriented professional, recognized for taking on all initiatives, and adapting to rapidly changing
environment and resolving mission-critical issues to ensure bottom-line success.
Experience Summary
Total Experience 6.5+ years
Service Delivery, Incident & Team Management Experience 6+ years
NOC Engg, Virtual Infra Engg & Citrix Admin [L1] 8 months
Manual Testing 6 months
Experience
Oct 2014 – Till Date
Wipro Ltd, Chennai.
Operations Manager - IT Services.
Currently managing the PMO activities, monitoring, maintenance and support of IT infrastructure, includes networks,
Datacenter, servers, Telecommunication and associated hardware from design to implementation.
 Identifying & coordinate with the Internal and external stake holders / vendors for the account.
 Complete drive thru of Five project release till date on coordination with various verticals.
 Re-engineered the Infra on better utilization of licenses which results incremental call volume & Eradicated the SPOF.
 Managing Datacenter operations for production & non-production servers.
 Engaged & encouraged the cross-segment training within team.
 Direct Management oversight for a team of 17 employees, where 11 are direct reports.
 Defined and implemented work priority management and resource management processes.
 Plan & drive to meet the revenue target on grounds of QoQ growth.
 Implementing and enforcing all functional policies, standards and procedures specific to site.
 Assist in provisioning of technical support to the team.
 Implementation of governance routines for delivery of programs across the portfolio
 Operate with Team members regularly and review issues and monitor progress.
 Drive to make zero outstanding pertaining to the accounts handled.

2. All Info on this resume is © to Susil Kumar Subash
 Abide to the IT audit compliance.
 Publishing of Monthly Dash-board, Reports, Managing Change, Incident, Problem and Risk management.
 Validate and provide the reports, documentation related to DC, Network and systems operations in the Project as and
when required.
 Performed on achieving SLA of 100% & maintaining credit point value as zero from Dec’14 till date.
 CSAT Scored 100% on each quarter in my tenure which was the First time in this project history.
May 2012 – Oct 2014
Dell International Services India Pvt. Ltd, Hyderabad.
Technical Analyst Sr. Associate, Incident Management.
Assisted Incidents for all major key-role applications for the functionality of Service after Sales segment for Dell products
with key focus on specific core capabilities associated with analyzing the issue, root-cause, fixing the issue with stipulated SLA and
contributing on technology-enabled transformation programs.
 Building subject-matter-expertise on programs/applications and supporting business & operations in defining
processes & best practices
 Versatile team player with sharing Knowledge, analyzing the issue for closure & promoting Incidents to problem for
to drive on reducing the count of Incidents.
 Understanding needs of Operations in order to define coordinate & provide and finally monitor on service levels.
 Performer of III Quarter 2012, II Quarter 2013 & IV Quarter 2014.
 Single point of contact for issues or queries subjected to Qfiniti application, Recording servers & Avaya CMS.
 Testing of application & network performance before roll-out for business.
 Nominated as Member of Process Review Board for tailoring the ITIL process.
 Capable of handling Team Member’s Escalation & drive closure to Business.
 Volunteer for providing training to all region peers & volunteer in L3 level activities on Qfiniti applications.
 To manage and mentor the IT support team.
December 2011 – May 2012
Anunta Infrastructure Services [A Firstsource Solutions Company], Chennai.
NOC Engg, Virtual Infra Engg & Citrix Admin - Incident Management.
 Had managed remotely and coordinate to set up IT Infrastructure of all Firstsource Offices globally.
 Oversee the administration and maintenance of IT infrastructure, Data center & other critical devices.
 Oversee Administration of Virtual Infrastructure, Citrix Admin & Monitoring Boxes.
 Oversee the administration of LAN / WAN / VPN.
 To ensure the smooth running of all the systems, including anti-virus software, print services and e-mail provision.
 To adhere the software licensing laws.
 To provide secure access to the network for remote users.
 To manage crisis situations, this may involve complex technical hardware or software problems.
 To oversee troubleshooting, system backups, archiving, and disaster recovery and provide expert support whenever
necessary.
 Updating and upgrading with the latest Technologies.
 Managed team with 8 persons.
October 2009 – December 2011
Firstsource Solutions Ltd, Chennai.
IT Service Delivery (Technology) & Incident Management.
 I was been one of the responsible for the Managing the IT Infrastructure for Healthcare, Adjudication, Publishing & ABU
segment of Firstsource Solutions Ltd for 51 Process in entire Chennai, Pondy, Trichy & Vijayawada chapters.

3. All Info on this resume is © to Susil Kumar Subash
 Manage, control and monitor the installation, operation and maintenance of IT infrastructure .
 Ensure the continuous business operations through contingency planning and implementation and integrity through
security administration. Provide management support for the 24 x 7 shop.
 Responsible for the overall direction, planning and control of all aspects related to the Information Technology (IT)
department and its functions - i.e. systems development if applicable, security and control, network and communications
and end-user systems support.
 Day-to-day IT Helpdesk Management for the client’s users & End user Desktop infrastructure.
 New infrastructure roll-outs for the Trichy & Vijayawada region comprising of medium (26 to 100 seats), large (101 to
200 seats) sizes.
 Efficient management of technical services delivery to the organization.
 General management of IT within the organization across four locations.
 Other KRAs were Enterprise Change Management, Project Planning, Resource Planning and Mobilization, Managing
deliveries and resolving dependencies, Client Relationship Management and internal interfacing for project requirements,
Resource training and optimization & job rotation, Deliver the project within estimated budget and timescales, Involved
in preparation of SLAs.
 Brought to board on implementing the VLan concept across managed sites.
 Ability to work on complete life cycle of IT Infrastructure, experience in Analysis, Design of Business solutions.
 Ensuring maximum uptime as per SLA agreed with Clients.
 Ensure 100% compliance to corporate and client security standards.
 Awarded as best Technology Infra support on Healthcare project at Firstsource solutions.
 Awarded as valuable & significant contribution towards success of winning Semi-Annual Quality Challenge in Sep 2010
for couple of projects in Healthcare tier-one segment.
Attributes & Qualification
 In-depth experience of Service Delivery, Incident Management, ITIL process, Resource Management, Application support &
technical services.
 Experience with issues, constraints and problems typically found in a support or development team.
 Understand and experienced in issues such as IT productivity, performance management, service level management, quality
and rework metrics, SDLC, Application, help-desk.
Leadership skills
 Ability to create plans to achieve specific results
 Take ownership for achieving objectives
 Motivator and strategist
 Know how and when to get into details to solve issues: Situational Leader
 Problem solver
 Able to achieve results while strengthening capabilities of the team
 Provide Leadership/Oversight to other project managers to ensure quality delivery
 Can create delivery strategies to ensure quality delivery of multiple projects
Technical skills
Service Management ITIL V3 Framework, Service Delivery, Incident, Project, Problem & Change Mgmt.
Citrix & Virtual Infra Citrix XENapp farm, VDI & VM [fundamentals & Troubleshooting].
Network technologies
Network Essentials with Setup/Security, VPN tunnel, VLan security & Link Capacity management
[fundamentals & Troubleshooting].
Operating System Windows family till Win7
Testing SDLC & Manual testing.

4. All Info on this resume is © to Susil Kumar Subash
Academic Qualification
M.C.A Vel RS College of Management and Science (University of Madras), Chennai, May 2009
B.Sc (Phy) Bishop Heber College (Bharathidasan University), Trichy, May 2006.
H.S.C BHEL Matric. Hr. Sec. School (State Board), Trichy, March 2003.
S.S.L.C BHEL Matric. Hr. Sec. School (Matriculation Board), Trichy, April 2001.
Professional certifications
1. ITIL V3 Foundation Certified Professional from Peoplecert Ltd.
2. Microsoft Certified Professional (MCP), Indian Institute of Hardware Tech Ltd (IIHT).
3. Diploma in Computer Application & Programming, National Institute of Technology (NIT)
4. Post Diploma in Computer Application (PDCA), TREC-STEP.
5. Post Diploma in Network Technologies (PDNT), TREC-STEP.
6. Completed Certification Course on VB.NET & ASP.NET in APTECH.
7. FSL Internal certified on ITIL V3.
Personal profile
Date of birth: 23rd
March1985
Father’s name: Mr. T.V. Subash
Gender: Male
Nationality: Indian
Languages Known: English, Marathi & Tamil.
Valid Passport: Yes
Address for communication: Flat – S1, Second Floor, Sri Krishna Enclave, 1st
Cross Street, Sathya Sai Nagar, Rajakilpakam,
Chennai - 600073.
Date: Truly,
Place: Chennai
(Susil Kumar Subash)
Recording Tool E-Talk Qfiniti & Verint.
Monitoring tools Netflow Analyzer, IT360, HP-Open View.
Voice Avaya CMS Supervisor, CTI Softphone, AC/WTL, CG & IVR.
Incident tools Remedy 7.5, IMS tools & E-Helpline.
Databases MS SQL Server 2005 & Oracle [Basic fundamentals & Troubleshooting].