Arvind Rajan Mani
Summary
A self-starter and a quick learner. Versatile in Service Delivery, Project Management, Security and Access Management, Cyber Security, customer service. Detail-oriented IT professional with 15+ years of experience as a Delivery Manager, Team Lead, Security Analyst, systems/network technician. Skilled at operating on a wide range of platforms. Excellent written and oral communication skills. PMP and Agile Trained.
Amiable Technical Lead ready to rapidly onboard new personnel and kick start new projects. Achieves rapid and exceptional completion metrics through careful utilization of available skills and technical assets. Assembles effective teams by exploiting complementary competencies and collaborative employee relationships.
Overview
17
17
years of professional experience
Work History
Technical Lead /Service Delivery Lead
Tata Consultancy Services
08.2011 - Current
- Investigated and addressed system issues to enhance usability and improve functionality.
- Mentored team members, providing educational expertise on technical concepts.
- Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
- Led DevOps teams during continuous integration / continuous delivery (CI/CD) processes.
- Integrated automation into monitoring and security measures to reduce required employee attention.
- Designed and monitored required support structure needed to confirm stable and scalable application rollouts.
- Oversaw project budgets, milestones and team performance.
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
- Evaluated and adopted new technologies to address changing industry needs.
- Held final responsibility for architecture, design and implementation of company-wide platforms and applications.
- Established open and professional relationships with team members which facilitated communication, quickly resolving issues and conflicts.
- Monitored employee performance and enacted improvement plans, coordinated disciplinary actions or provided rewards.
- Managing multiple Information Security teams - Identity and Access Management, Secure Transmissions, SumoLogic.
- User access management specialist in various domains like Active Directory, LDAP, Database - Oracle, SQL
- Privileged access management – CyberArk configuration and maintenance
- SIEM tools – SumoLogic, Collector installation, application configuration and maintenance
- CyberSecurity and Managed Security Services – resource management, delivery and customer interface
- Saas and IaaS evaluation and implementation
- PMP, Agile trained, Lean Six Sigma Greenbelt, ITIL V4 certified
- Analyze business partner's operations to understand their strengths and weaknesses to determine opportunities to automate processes and functions.
- Act as a liaison between the business community and the information technology organization in order to provide technical solutions to meet user and business needs.
- Serve as an integral participant in the business process redesign and documentation as needed for new technology.
- Build client relationships and maintain rapport through Agile SDLC.
- Formulate, defines and provides costing for the business process redesign and documentation for new technology or changes to existing technology to meet technical requirements.
- Research business strategies and provides recommendations on best practices and changes in technology. Negotiate agreements and commitments by facilitating communication between business units and information technology from initial requirements to final implementation.
- Managing multiple Information Security teams - Identity and Access Management, Secure Transmissions, SumoLogic.
- Ownership and coordination on KT plan, transition plan
- Daily/Weekly/Monthly operational call with every application bundle leads
- Customer Satisfaction report analysis and corrective actions
- Driving each team on a Continuous Improvement plan
- Resource and escalation management
- Quality assessment for each bundle
- Building synergy between teams
- Create multiple Service Improvement plans
- Implemented SSO for multiple SAML applications
- Implemented Lean project for better productivity
- Agile and DevOps incorporated under by leadership
Technical Lead
Wipro Technologies
01.2008 - 08.2011
- Handling Privileged Access Management includes ‑ Providing new access to highly secure systems (Windows, UNIX, SAP and iTIM) following the approval process, modifying access permissions with appropriate approvals. iTIM PAM and functional support which includes, but is not restricted to Group Synchronization – configuration and support (Application, restricted, distribution).
- Reconciliation, Replication of accounts from TIM to other platforms (W2K, SAP, AIX); Compliance reports, Expert analysis of Warning/failure and fix accordingly Support various other teams who face issues with iTIM requests.
- SAP Security – User Administration was a part of my responsibility, Strong knowledge on SAP R/3 connections, SAP R/3, HTTP, Telnet, WTS, and Netviewer connections management along with SAP System user management.
- Experience in SAP identity management SAP profile management/ User Management/Role Management.
- Firewall and Network Security Administrator ‑ User administrator in Provider‑1, Cisco ACS.
- Technical knowledge and a customer‑oriented approach with people management skills made the coordination between various teams a great success. Security review initiated were loopholes found to have increased security on Customers' assets.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Trained new hires to perform cross-training exercises with experienced workers.
- Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Technical Support Executive
HCL Technologies BPO Services
06.2006 - 01.2008
- First level Technical support to customers using DSL connection.
- Involved in‑depth knowledge of Internet services and network connectivity. Involves Troubleshooting customer queries with connectivity and Handling irate customers as a part of customer services.
- Handling customer queries and troubleshooting.
- Troubleshooting customer queries with connectivity and Handling irate customers as a part of customer services.
- Was an agent with High productivity in the whole center consisting of 725 agents. Minimum ACW (Average Call Waiting).
- Minimum AHT (Average Hold Time).
- The highest number of calls in a team of 25 agents. Minimum call handling time. Has received a maximum number of customer satisfaction points (POSE). Have taken more than 3500 calls bagging the top among the floor.
- Have used more than 400 sessions of Live Remote Assistance and got more than 300 Extremely Satisfied reports from Customers.
- Have done a Customer Oriented Job more successfully and have been declared as a Champion for 3 months consistently by the ISP.
- Extended analysis to assist technology team efforts to escalate and resolve issues.
Education
Bachelor of Technology - Information Technology
Anna University
Chennai, India06.2006
Skills
- Service Delivery
- Cyber Security
- Identity and Access Management
- SIEM Monitoring - SumoLogic, Splunk
- CyberArk
- LDAP
- Secure Transport - FTP/SFTP
- Service Requests - Remedy, ServiceNow
- Calm and Professional Under Pressure
- Customer Care, Deployment Coordination
- Customer Data Confidentiality
- Service Standard Compliance
- Staff Meetings
- Employee Performance Evaluations
- Compliance Requirements
Timeline
Technical Lead /Service Delivery Lead
Tata Consultancy Services
08.2011 - Current
Technical Lead
Wipro Technologies
01.2008 - 08.2011
Technical Support Executive
HCL Technologies BPO Services
06.2006 - 01.2008
Bachelor of Technology - Information Technology
Anna University
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