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Work experience

Application & Cloud Services Manager

from 04.2021 to now (3 years 1 month)
Confidential, Kharkiv (IT)

Software Development & Application services Management.
• Cloud & Platform Management services.
• Hybrid and Multi-cloud migration, governance and strategy with cost optimization.
• Data Management solutions development.
• Service Delivery Management.
• IT Budget & P&L Management for Application services
• Public RFP & Vendor Management Services.
• Member of ITCO Management team for Tactical & Strategic decisions.
•Management of Application Managers, Service Managers & Transition Managers for IT
organization.

Senior IT Project/Product Manager

from 11.2020 to 04.2021 (5 months)
Confidential Employer, Kharkiv (IT)

Software Development & Delivery Management
• Management of 8 Project & Product Management for different outsourced Clients.
• Software Development from Design to Development including phases of Discovery, Design
(UX/UI), Development, Cloud (AWS/Azure), Development (Frontend/Backend/Database).
• Platform Development from Design to Development and Support services.
• Data Management solutions development: Data scraping - Data Analytics - ETL.
• Implementation of compliance policies including SOX, PCI-DSS (US Clients), GDPR (EU)
and other local and regional compliance for different clients.
• Project Management using Jira, Trello, Confluence, Hub staff, Monday.com.
• Service Delivery Management.
• Outsourced Services Management for clients from EU, Americas, GCC and ASPAC.
• Product Manager for Asset & Wealth Management platforms (Fintech).

IT Service Manager

from 02.2019 to 10.2019 (8 months)
European Investment Bank, Luxembourg (IT)

•Governance of the Information Technology Infrastructure teams comprising of Servers OS teams, Virtualization teams, Storage & Backup teams, Operations management team and other project teams at the European Investment Bank.
•Responsible and Accountable for the IT support of the existing architecture (Legacy) and new Infrastructure architecture (SDDC based on Cisco ACI solutions & VMware SDDC solutions). Responsible to support the continuous operations of the Legacy Infrastructure and implementation & move to operations for the SDDC environment.
•Financial Management of yearly IT Budget & Billing for all IT Infrastructure, Operations, and project teams. Responsible for the P&L of the IT budget for services and support provided to the EIB.
•Implementation of new technologies, processes and partnerships in order to improve productivity and stability of the infrastructure. Define new way of working for the Infrastructure teams to support a Software Defined Datacenter (SDDC).
•Standardization across IT by defining and implementing standard ways of working to improve efficiency and reduce costs. Optimize the operations using automation and reduce time spent on BAU tasks while enabling a structured monitoring based for Infrastructure and Applications.
•Audit Management of IT Infrastructures & development. Perform regular internal audits to improve Technology, Process, Partners and People across all IT services rendered to the business.
•Establish Infrastructure, operational & software development processes based on ITIL & AGILE based best practices aligned to ISO 27000 standards.
•People Management of 6 Team leaders at the EIB institution for IT support and approximately 40 engineers for BAU and Projects.

Chief Technology Officer

from 04.2017 to 12.2018 (1 year 8 months)
Victor Buck Services, Luxembourg (Financial)

•Governance of the Information Technology comprising of Infrastructure & Development. Management of several IT teams including Operations, Development, Infrastructure and project teams.
•Responsible and Accountable for the IT support of the existing and new products & solutions for clients. Responsible to define and implement a secure development lifecycle (SDLC) needed to support Product development.
•Financial Management of the yearly IT Budget for all IT Infrastructure, Operations, Development and project teams. Responsible for the P&L of the IT budgets equivalent to 10% of revenues (approx. 5 M€) budget.
•Responsible for the Digital Transformation of VBS including implementation of new technologies, processes and partnerships in order to improve productivity and stability of the infrastructure and development. Develop Vision and Roadmap to go towards a Software Defined Datacenter (SDDC).
•Standardization across IT by defining and implementing standard ways of working to improve efficiency and reduce costs.
•Audit Management of IT Infrastructures & development. Perform regular internal audits to improve Technology, Process, Partners and People across all IT services rendered to the business.
•Provide solutions for client’s IT needs expectations & issues & participate in roadmap definition, change management, integration & rollout of new technology for the client & VBS including sites in Luxembourg & Singapore.
•Establish Infrastructure, operational & software development processes based on ITIL & AGILE based best practices aligned to ISO 27000 standards.
•Define, create and implement the IT roadmap for 2017-2019 focusing on removal of obsolete legacy systems and processes and renewal towards new solutions and technologies such as Object storage solutions, Next generation networks, Software defined networking and improved firewall solutions,
•Participate in the development of new business & new solutions for clients such as Chatbots, automation of the existing tasks and creation of minimum viable products & solutions (MVP) needed by clients.
•Sponsor and driver for key IT projects including Data consolidation, Data protection, Email Security, Managed File Transfers, Firewall and Storage renewal, Storage consolidation, network optimization and datacentre management.
•Participated in the Implementation of key projects such as GDPR, ISO 27001 and PSDC.
•People Management of 3 Head of Department, 12 Team Leaders and 56 IT staff in total.

Service Management Manager

from 10.2015 to 03.2017 (1 year 5 months)
Dimension Data, Luxembourg (IT)

•Governance & Management of the Service Management team comprising of Service Delivery & Operations Managers.
•Assignment of Service Delivery Managers & Operational Managers to support the Client Operations.
•Manage the implementation of governance, organization, tools & procedures to setup the services for the clients. Setup & Manage the service management procedures.
•Escalation point of contact for Clients and Service Management teams.
•Alignment of the Service Management team to the internal organization while continuing to deliver strong qualitative and quantitative services to the clients.
•Implement standard ways of working (WoW) in order to improve efficiency, increase Automation and optimization of the services to deliver faster and better support.
•Improve Quality of services while ensuring profitable services.
•Service Management for Uptime, Enterprise and Professional services clients.
•Escalation point of contact for Service Management issues.
•Manage customer satisfaction and dissatisfaction. Provide service performance and service achievement reports to the management and IT/business representatives of the clients.
•Financial Management for the Service Management team including management of P&L and profitability for clients.
•Senior Service Delivery Manager role in addition to the Service Management role and managing critical clients for Uptime, Managed services, Enterprise services and ITO clients such as key EU and financial institutions.
•Improve effectiveness and efficiency in the delivery of support, managed, enterprise services and ensure respect of key deliverables and SLA. Work with the service management team to define and implement workflow, processes to improve the service quality.
•People Management of 10 Service Delivery Managers and 30 IT support staff for Managed services.

Service Delivery Manager

from 04.2014 to 09.2015 (1 year 5 months)
Dimension Data, Luxembourg (IT)

•Service Management & Delivery for EU/Financial institutions & Telecommunication companies in line with the agreed statement of work (SOW) and service levels (SLA), as per the contract.
•ITO/Managed services delivery manager in charge of managing outsourcing and Cloud contracts for clients.
•Ensure that provided IT services meet the SLA, that IT objectives are aligned to business needs and met during delivery.
•Manage the implementation of governance, organization, tools & procedures to setup the services for the clients. Setup & Manage the service management procedures.
•Understand customer environment & business and manage the service review meeting ensuring that all service issues are managed within SLA and required time scales.
•Escalation point of contact for service issues.
•Manage customer satisfaction and dissatisfaction. Provide service performance and service achievement reports to the management and IT/business representatives of the clients.
•Monitor, Analyze and Review service performance for the different clients and manage service costs.
•Manage the lifecycle of service management processes with customer, aim of continuous improvement, outcome management, cost reduction, automation and evaluation of service impact.
•Manage the Service Delivery teams providing Remote/Onsite support to the clients.
•Manage ITIL & AGILE Process. Setup & Manage Service Improvement program and culture within IT Support.
•Represent in Governance and operational review meetings.
•Service Design (Definition, SLA), Operation (Reporting, Control, and SLM) and Transition control (Handover).
•People Management of 40 IT Support Staff in a matrix organization.

Infrastructure Consultant

from 12.2013 to 04.2014 (4 months)
Sogeti-Capgemini, Luxembourg (IT)

•Management of Tenders for Financial sector & EU institutions in Luxembourg from a technical and strategic focus.
•Planning and managing the bid team from outset to closure, including co-ordinating and justifying estimates and price development to senior management and the Client.
•Developing and management of a Service Delivery Plan, Project Roadmap, Transition & Handover Plan to support the activity, resources and interdependencies.
•Managing the identification of delivery risks and issues and ensures that these are assessed and appropriately managed.
•Identifying and resolving issues and manage bid risks, including the development of contingency plans.
•Negotiating and validating SLA, KPI for the contract.
•Taking the lead in managing relationships including internal and external team members, stakeholders and Sponsors / Project Board.
•Provide strategic, technical and commercial guidance and entrepreneurial flair to complex RFP and tenders.
•Facilitate and challenge technical solution development to produce winning bids.
•Provide / gather strategic and competitive information to inform decision-making.

Associate General Manager

from 10.2012 to 12.2013 (1 year 2 months)
HCL Technologies, Lyon (IT)

•Service delivery for the customer in line with the agreed statement of work (SOW) and service levels (SLA), as per the contract.
•Management of Operations & Service Delivery for France.
•Management of End User support, IT Infrastructure & Applications Operations across all Datacenters in France.
•Monitor daily / weekly / monthly status reports of compliance with respect to SLA/s and drive deviations to closure.
•Ensure customer satisfaction. Review customer feedback and take corrective action. Handle customer escalations.
•Extract and get management attention and support for open issues as needed.
•Service delivery reviews on operations and SLA adherence.
•Implementation of ITIL and AGILE processes for Service Management and Applications management for the clients.
•Represent in Governance and operational review meetings.
•Identifying, implementing and review of service improvement initiatives, and best practices.
•Drive productivity improvements as per plan and control cost of operation - monitor, track and improve.
•Quality objectives on the project and drive quality initiatives to meet / exceed the service levels.
•Establish operational processes based on ITIL based best practices aligned to ISO 20000 standards.
•Metrics analysis, and CAPA – and implementation of actions and tracking.
•Track Resource utilization and bring efficiency.
•People management - skill and performance assessment, training, career growth plan, etc. Management of all resources in France.
•Special focus on regional operations, meet/exceed all the necessary SLAs, KPIs.
•Management of P&L for France and ensure profitability through Operations & Projects.
•Audit Management of IT Infrastructures. Perform regular audits to improve Procedures & Technical solutions.
•People Management of 20 Onsite IT Support staff and 80 offshore support staff for IT services to the clients.

IT Manager

from 06.2006 to 10.2012 (6 years 4 months)
Transcom Worldwide, Raon L'Etape (Finance, banking, and insurance)

•Global Client Account Management for EMEA region for client’s eBay, PayPal, SFR, Virgin Mobile, UPS & other clients.
•Management of Contract Negotiations, Service Level Agreements, Statement of Work & actual Contract Signature with Client & legal representatives.
•Management of Customer Relationships & Trust, ensure client’s KPI’s & SLA’s are met & exceeded. Retain & deepen client satisfaction.
•Provide solutions for client’s IT needs expectations & issues & participate in roadmap definition, change management, integration & rollout of new technology for the client & Transcom.
•Central point of contact for client’s IT incidents & problems and improve overall coordination & communication between Transcom & Client IT teams to resolve incidents & change management.
•Service Design (Definition, SLA), Operation (Reporting, Control, SLM).
•Manage PMO for Client Infrastructure Change & Integration.
•Meetings with client’s vendor manager to discuss overall team performance, issues or initiatives.
•Management of Technology costs, budgets & billing of technology costs & services for the client.
•Participate in the development of new business, client service review meetings for performance reports, service& quality improvements/process.
•Preparing and delivering quarterly account reviews with the vendor manager and client’s senior management.
•Define & Implement an ITIL based Service Delivery Teams taking responsibility of Service Desk, 1st and 2nd Level IT support teams (team size: 30+, Opex: 250K €, In scope: 2 regions, 3 countries, 9 sites).
•Setup / Maintenance & Support of IT Infrastructure (systems/Networks/Telephony/Asset & License Mgt) for South Region.
•Development/Implementation & Management of Transcom IT standards/policies and provide recommendations for improved application of IT security policies across the region.
•IT Information Security Management (Develop/Implement & Manage IT standards/ security policies) for company & all clients. Provide recommendations for improved application of IT security policies across the region for clients & business activities.
•Project Management for Infrastructure deployment including Global MPLS & P2P network, Server virtualization, Data Center setup, Site Setup(Soissons & Tunis 2), Client integration projects (eBay, PayPal, UPS, SFR & Virgin Mobile).
•Coordinate & Manage the relationship/communication between the Corporate & Regional IT teams & between Service Delivery & Solution Delivery teams.
•Implementation of ITIL and AGILE processes for Service Management and Applications management for the clients.
•Audit of all IT Infrastructures and Procedures.
•Manage internal and external customer and supplier relationships

UMTS Engineer

from 01.2005 to 06.2006 (1 year 5 months)
Nokia, Paris (Telecommunications and networking)

•Management & Administration of UTRAN & OSS UTRAN
•Effectuate Reconfiguration Operations on the Network.
•Effectuate Node B mutations & Reconfiguration of Software on UTRAN.
•Migration of equipment from OSS 3.2 to OSS 4.0.
•Manage & Coordinate Network Operations with Technicians on site.
•Report & Analyze ATM & IP Network Problems.
•Interface between Nokia & Clients for resolving Network Problems.
•Quality of Service and 2/3 line support.
•Administration of the Tool NetAct Planner for Users & Projects.
•Migration of NetAct Planner 4.1 to newer versions 4.2 and 5.0 & related oracle databases (Oracle 8i to Oracle 9i).
•Manage OSS and NetAct Planner Interface.
•Optimization of the Packet Core Services.

Education

Institut National des Telecommunications

Computer Networks & Telecommunication, Paris
Higher, from 2003 to 2005 (2 years)

Masters of Science Degree.
Computer Sciences
Computer Networks.
Telecommunications.

University of Madras

Computer Science Engineering, Vellore
Higher, from 1998 to 2002 (4 years 1 month)

Bachelors Degree in Computer Science Engineering
Computer Science
Programming Languages
Hardware & Software
Artificial Intelligence

Additional education and certificates

Sharpen the SAW Management course

2 months

Entrepreneurship in EU

1 month

ITIL Foundation v3

1 week

ITIL Intermediate Certification in IT Service Design

1 week

Knowledge and skills

Language proficiencies

• English — fluent
• French — fluent
• Hindi — fluent
• German — beginner

Additional information

[open contact info](look above in the "contact info" section)