Praveen

PRAVEEN KUMAR SONGA
Delivery Project Executive - Infrastructure Support, ITSM, IT Operations.
A pragmatic Business Leader with around 14 years of experience in IT Infrastructure Management, IPC
Management, Asset & Configuration Management, Program / Project / Transition Management, IT
Operations, Service Delivery, Business Continuity plans, and Disaster Recovery plans, Service Improvement
plans, Green is not enough initiatives, using ITIL best practices.

[открыть контакты](см. выше в блоке «контактная информация») [открыть контакты](см. выше в блоке «контактная информация») Chennai, India [открыть контакты](см. выше в блоке «контактная информация»)

WORK EXPERIENCE SKILLS
Delivery Project Executive English C1 Client Satisfaction ITIL v3 Foundation
IBM India Pvt Ltd.
11/2013 - 05/2017, India, Europe. ITSM Infrastructure Support IT Operations
Projects: Posti (Finland), Opus Capita (Finland)
Account Management Account Leadership
Achievements/Tasks
Account Leadership to Service Delivery & Service Management Project Management Risk Management IPC
teams in India and Europe for 2 major European clients. Ensure
adequate communication with client and DPE in any major Asset & Configuration Management Compliance
incident. Perform "Exec Alerts" as defined.
Assist PEs in the identification of business growth opportunities Service Improvement Plans Audit Readiness
& GP targets.
ITIL Governance Lean Six Sigma
Supported the PE in the management of contract change (SOW)
and service related issues.
Led a team of 100+ employees in end to end Delivery
Management, daily IT Operations.
ORGANIZATIONS
Spearheaded multi-functional teams across various geographies IBM India Pvt Ltd (12/2008 - 05/2017)
including subcontractors / third party vendors towards Deputy Project Executive, Global Service Delivery Manager, Client
achievement of goals. Support Manager.

Owned client engagements, contracts and provided Operational CA India Pvt Ltd (formerly Computer Associates)
support for establishing processes, metrics identifications and (06/2003 - 08/2008)
reporting. Support Delivery Manager, Support Centre Manager, Team Leader,
Technology Consultant.
Achieved green status for 2 red accounts by driving Service
Improvement plans. Antarix (A sister concern of DSQ Software Ltd)
Managed contractual cost, schedule, and service / product (08/2002 - 06/2003)
deliverables. Call Centre Executive

Audit readiness and 100% compliance. Define and resolve
problem situations and evaluate associated risks. Proactively PROJECTS
develop and implement Risk Management plans to mitigate
problems. POSTI (Finland) (11/2013 - 05/2017)
Secured that client needs are satisfied by constructing Achieved RAG Status from Red to Green as per SoW.
partnerships between the Project Office, clients, vendors, and Audit readiness and 100% compliance.
subcontractor organizations, and managing the implementation
of these partnerships to ensure positive customer satisfaction. OPUS CAPITA (Finland) (11/2013 - 05/2017)
Achieved RAG Status from Red to Green as per SoW.
Audit readiness and 100% compliance.

CARLSBERG (Denmark) (12/2008 - 11/2013)
Achieved RAG Status from Red to Green as per SoW.
Audit readiness and 100% compliance.
New business.

ARLA FOODS (Denmark) (12/2008 - 11/2013)
Achieved RAG Status from Red to Amber/Green as per SoW.
Audit readiness and 100% compliance.

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WORK EXPERIENCE LEADERSHIP & COLLABORATION
Global Service Delivery Manager Project Executive Global Delivery Project Executive
IBM India Pvt Ltd
06/2011 - 11/2013, India, Europe Global Service Delivery Managers Architects
Projects: Carlsberg (Denmark), Arla Foods (Denmark).
Back office SDM's Client Support Managers
Achievements/Tasks
Single point of contact and liaised between Service Delivery and Incident Managers Problem Managers
the Client for 2 major European clients.
Spearheaded a global, cross-functional team of over 75+ Change Managers Project Managers
employees, subcontractors/third party vendors.
Compliance Manager Transition Team
Assisted the Global DPE with efficiency & accuracy of progress
and/or delays. Asset & Configuration Management Team
Attend specific client meetings to provide updates on service
delivery. First Line Managers Project Management Office
Managed all operations related to IT infrastructure and service
delivery as per contract (SOW).
Provide technical leadership with the help of technical resource CERTIFICATIONS
and Architect, create and manage infrastructure plan and
standards according to IT strategic plan and roadmap. ITIL v3 Foundation (10/2008)
EXIN
Host / Drive meetings with service delivery teams by
documenting actions and driving them for closure. Lean Six Sigma Champion (08/2006)
CA India Pvt Ltd. (formerly Computer Associates).
Implementation and enhancement of IT infrastructure projects
along with Service Improvement plans. Building Enduring Customer Partnerships (04/2003)
Manage initiatives with IPC managers to ensure availability, CA India Pvt Ltd. (formerly Computer Associates).
performance and reliability of the infrastructure.
Daily / Weekly / Monthly account team meetings to provide TECHNOLOGIES
inputs and take actions for respective service delivery teams.
Drive the Incident / Problem and Change management process Operating Systems
across technical teams. Make sure the SLA’s are met as agreed in Windows, Unix.
the contract.
Databases
Client Support Manager Oracle, MS-SQL.
IBM India Pvt Ltd. Mail
12/2008 - 06/2011, India, Europe. Microsoft Exchange.
Projects: Carlsberg (Denmark), Arla Foods (Denmark).
Achievements/Tasks Storage
Assisted Global SDM & DPE by driving Service Delivery for 2 SAN, NAS.
major European clients which comprised of 75+ employees.
Networking
Implemented ITIL methodologies for alignment of support Data Centres, WAN.
processes and holistic management of service delivery.
Others
Worked towards ascertaining continuous improvement
opportunities and monitored SLA achievements. SAP Basis, Sys Ops Monitoring, Sys Ops Production Support,
Backup & Recovery, Anti-Virus.
Optimized Key Performance Indicators, monitored issues and
risks, and escalated the same to the appropriate project
sponsors. LANGUAGES
Drove & reported weekly & monthly account reviews with Global
SDM's DPE, inline with internal service delivery reviews. English
Extended support by analyzing the client requirement, business
Telugu
requirements for account planning, and strategy definition.
Collaborating with Account & Service Delivery Management Tamil
teams from other geographies for the successful transition of
services to IBM India. Hindi
Coordinating with the IT Engagement, Transition & Business
Polish
team to ensure smoother business transition & operations.
Russian

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WORK EXPERIENCE EDUCATION
Support Centre Manager Bachelor of Business Administration
CA India Pvt Ltd. (formerly Computer University of Madras
Associates). 06/1995 - 05/1998, Chennai, India
12/2006 - 08/2008, Chennai / Hyderabad, India.
Achievements/Tasks
Managed a team of 15~30 employees. Secured SLA’s, Goals
Higher Secondary School
achieved. I.C.F. Silver Jubilee Matriculation Higher
Secured green C-SAT, response & resolution rates.
Secondary School
06/1991 - 04/1993, Chennai, India
Managing operational metrics & SLO tracking. Identifying
training needs & conducting quarterly training to cater to the
requirements of the business units. High School / Middle School
Secured stake holder’s satisfaction, C-Sat scores, team I.C.F. Silver Jubilee Matriculation Higher
resolution rates, service level agreements (initial response Secondary School
times, solution times), and backlog, re-open rates and other
06/1986 - 04/1991, Chennai, India
metrics.
Analyze scorecard metrics and implement changes to drive
quality and customer satisfaction. Review workload
requirements and performs workload distribution management. REFERENCES
Develop and implement process improvements to achieve goals.
Utilize company and/or organizational Recognition and Reward Available on request.
Programs to keep employees engaged, motivated and satisfied.

Technology Consultant EU-GDPR CONSENT
CA India Pvt Ltd. (formerly Computer
Associates). I agree to the processing of personal data provided in this
06/2003 - 12/2006, Chennai, India, document for realizing the recruitment process pursuant
Achievements/Tasks to the Personal Data Protection Act of 10 May 2018
Assist Enterprise customers in resolving issues related to (Journal of Laws 2018, item 1000) and in agreement with
enterprise backups. Regulation (EU) 2016/679 of the European Parliament and
of the Council of 27 April 2016 on the protection of
Disaster Recovery backups & restores, SAN, NAS, firmware natural persons with regard to the processing of personal
updates. data and on the free movement of such data, and
Assist Enterprise Backup Operators with BrightStor High repealing Directive 95/46/EC (General Data Protection
Availability product related issues. Regulation).
Collaboration with U.S development team for client specific bug
fixes.
Mentored & trained new employees.

Call Centre Executive
Antarix (A sister concern of DSQ Software Ltd)
08/2002 - 06/2003, Chennai, India.
Achievements/Tasks
Telemarketing sales calls to American consumers for AT&T,
Sprint, and Verizon Wireless, mobile operators.
Handled project “Medlink”, after-hours service for around 50
hospitals in the United States of America.

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