Summary
Overview
Work History
Education
Skills
Certification
Specialtiestechnologies
Coreskillset
Work Availability
Work Preference
Languages
Timeline

Vijay Shankar Santhana Gopalakrishnan

Redmond,USA

Summary

A technocrat with nearly 20+ years of rich experience in Project Management/ IT Infrastructure Management, IT Operations and Customer Support. Adept at mapping client’s requirements, custom designing solutions & troubleshooting for complex Project Management. Proven ability to work in a team environment whilst being resourceful, self-directed and self-motivated.

Successful IT Program Manager with career spanning [Number] years in [Type] technical environments. Top performer with results-driven mindset. Excellent record of achievement working with [Type] programs to surpass goals.

Overview

21
21
years of professional experience
8
8
Certification

Work History

Technical Program Manager|Associate Director

Mindtree Limited
07.2018 - Current
  • Manage teams and lead multi-million-dollar projects to develop and manage large scale deployment of multiple services with varying complexity and competing priority to align business strategy and customer experience
  • Partner with over 30 engineering teams to drive focus on business objectives
  • Be a trusted partner for executive management to ensure program success
  • Create and execute detailed project plans to ensure regional delivery schedules are met
  • Manage multiple projects, while executing and communicating decisions and course corrections to stakeholders
  • Develop Power BI metrics dashboard to measure success and track the metrics during the project and develop action plans against any deviations
  • Driving the Agile Scrum process of time-bound sprints, daily stand-ups, sprint reviews, and sprint retrospectives and creating strategies for risk mitigation with contingency planning
  • Manage project plan, scope, and schedule while focusing on timely delivery based on value
  • Lead delivery planning for assigned projects
  • Identifying gaps and mitigating issues and blockers
  • Strengthened communications cascades by building out and leveraging available channels
  • Managing a Team of 45 Members

Technical Advisor/ Solution Architect|Project Manager

Mindtree Limited
07.2017 - 07.2018
  • Managing a Team of 53 Members
  • Implementing design and break fix solutions for azure compute and storage components
  • Timely review of long pending support cases of the team members to Solve complex problems arising in hybrid cloud environment involving broad azure product knowledge thereby driving the deployment of the customer network into azure cloud platform
  • Developing automation on building production network infrastructures and compute resources for azure customers using templates (like Terra form) or infrastructure provisioning tools
  • Working closely with product management and product development Group to drive quality through end to end
  • Help team members on technical queries and help on Complex Issues
  • To identify required tools, cloud access, training, processes or capabilities to assess customer issues in less than 15 minutes; and to keep escalations to PG operations below 10% of the volume
  • Collaborate with PG engineering and operations
  • Troubleshoot & provide solutions to fix bugs reported by user by coordinating & Escalating with PG, team and Engineering teams
  • Generating and creating Power BI dashboard with Database like SQL, SSAS
  • Providing training to New Joiners in the team
  • Periodic Review of Cases with Team Members and Provide Technical Assistance to Team Members
  • Improve the quality of support by conducting periodic case reviews
  • Resolving the problems and finding root cause for the problems and Create TSG’s

Senior Technical Support Engineer

Mindtree Limited
04.2016 - 07.2017
  • Providing day-to-day technical support to Azure as part of Microsoft Customer Support and Service by resolving escalated, complex technical customer issues on the Azure Platform and Virtual Machine Availability
  • Monitoring and debugging failed VM deployments
  • Escalation and notification of failed deployments to respective teams within the defined SLAs and following up and investigate with Ops team about blocking issues
  • Provide day to day voice and email support to Microsoft customers on Azure Platform & VM Availability
  • Helping customers in Deploying Virtual Machines using PowerShell
  • Assisting both FTE’s and Team members on queries related to Azure Storage
  • SME for Azure Storage
  • Providing design solutions to implement cloud services, Storage, Azure Identity
  • Help team members on technical queries and help on Complex Issues
  • Attending Technical Assistance to customer queries on Azure platform
  • Collaborate with PG engineering and operations, and other CTS engineers
  • Troubleshooting Deployment issues using KUSTO & MDM
  • Debug and resolve high priority production issues
  • Performing compatibility testing in Azure environment
  • Develop and automating the VM deployment in Azure using customized PowerShell, Scripting, CLI & API
  • Work with the database administrator in resolving high impact staging and production performance issues by fine tuning the queries, stored procedures and views
  • Initiating the Bridge calls for High end outage and issues
  • Provide training to teams on new features and new changes of environment
  • Providing Advice / Solutions for complex issues
  • Creating Knowledge Base/ Workflow to troubleshoot Known issues & Complex Issues
  • Providing training to New Joiners in the team

Project Lead

Mindtree Limited
04.2015 - 04.2016
  • End to End Responsibility for all customer Related Issues
  • Responsible in Handling Short Term Data Centre Migration projects for the customer and managing all the stages of the project
  • Responsible in Guiding the Work of Technical Teams
  • Managed a team of 4 for Century Link Cloud Migration
  • Assisted the Customer team in performing Flawless Data Centre Migration as part of the Disaster Recovery plan
  • Providing L2 & L3 Support for Sitecore applications
  • Providing Training for New Joiners in Sitecore
  • Performing Quality & Technical audits and providing feedback to the team with respect to the areas of Improvement
  • SPOC for CTL Cloud Migration and helped the team in Flawless migration
  • Managing a Team of 35 members where team is split across the globe to provide follow the sun support model
  • Responsible for driving the team to achieve SLA Targets, Utilization & Productivity of Team Member
  • Monitoring of Daily Operations & Handling Escalations if any
  • Periodic Review of Team Members Performance and nominating deserved candidates for R & R and promotions
  • Providing L2 & L3 Support for Sitecore applications

Operations Manager

Mindtree Limited
04.2012 - 04.2015
  • End to End Responsibility for all customer Related Issues
  • Responsible in Handling Short Term Data Centre Migration projects for the customer and managing all the stages of the project
  • Responsible in Guiding the Work of Technical Teams
  • Assisted the Customer team in performing Flawless Data Centre Migration as part of the Disaster Recovery plan
  • Clear articulation of Project goals and Scope
  • Preparing detailed WBS for the projects
  • Responsible for Delivery Excellence across the project
  • Performing Quality & Technical audits and providing feedback to the team with respect to the areas of Improvement
  • Managing a Team of 40 members where team is split across the globe to provide follow the sun support model
  • Responsible for driving the team to achieve SLA Targets, Utilization & Productivity of Team Member
  • Monitoring of Daily Operations & Handling Escalations if any
  • Periodic Review of Team Members Performance and nominating deserved candidates for R & R and promotions
  • Participation & preparation for both internal & External Audits
  • Member of Internal Auditing Team
  • End to End responsibility of Transitioning New Projects for the team
  • Certified Citrix Administrator in Citrix XenApp 6.5
  • Providing L2 & L3 assistance to the Team members for resolving long pending Citrix & Active Directory issues
  • Hands on Experience in Citrix
  • Providing Subject Level training to team members on Citrix technologies
  • Providing L2 & L3 Support for Sitecore applications
  • Responsible for operational planning & Strategy development
  • Staffing of New members in the Team

Technical Lead

Mindtree Limited
04.2011 - 04.2012
  • Responsible in Guiding the Work of Technical Teams
  • Assisted the Customer team in performing Flawless Data Centre Migration as part of the Disaster Recovery plan

System Analyst

Accenture Services Pvt. Ltd
10.2007 - 04.2011

Facility Management Engineer & Backup Operations Engineer

Care IT Solutions - Wipro Technologies
12.2006 - 10.2007

System’s Support Engineer (Resident)

Fourth Dimension Technologies (Pvt.) Limited
07.2006 - 12.2006

System Administrator

Prime Tech Info systems
12.2004 - 06.2006

Trainer (Hardware & Networking), cum Junior System Administrator

C.S.C Computer Education (Pvt.) Ltd.
12.2003 - 11.2004

Education

B.E.S - Electronics Science

Alpha Arts and Science College
01.2002

Skills

  • SME
  • Technical Lead
  • Program Manager
  • Data Centre Architect
  • Project Management
  • Analytical skills
  • Oral communication skills
  • Written communication skills
  • Microsoft Office
  • Excel
  • Pivots
  • VLOOKUP
  • Macros
  • Leading
  • Training
  • Mentoring
  • Information system analysis
  • End-user requirements evaluation
  • Troubleshooting
  • Windows 9x
  • Windows NT
  • Linux 90
  • Windows XP Professional
  • Windows 2000 server
  • Windows 2000 Professional
  • Servers
  • Windows 11
  • Windows 10
  • Windows XP
  • Windows 98
  • VMware
  • Citrix Xen App
  • Citrix Meta frame
  • Prince 2 Foundation
  • Prince 2 Practitioner
  • PMP
  • Century Link Cloud
  • Microsoft Azure Cloud
  • Microsoft OMS
  • SCOM
  • MBC
  • HP Open view

Certification

  • AZ-103 Azure Certified Administrator
  • VCP 5.0 & VCP 4.0 from VMware
  • CCA 6.5 from Citrix
  • ITIL V3 Foundation certification from EXIN
  • ITSM ISO/IEC 20000 Foundation Bridge Certification
  • MCTS (Microsoft Certified Technology Specialist)
  • ITIL Service Operations Certification From EXIN
  • PRINCE2 Registered Practitioner (Candidate ID: P2R/IN087299)

Specialtiestechnologies

Windows 9x, Windows NT, Linux 9.0 (User Level), Windows XP Professional, Windows 2000 server, Windows 2000 Professional, Servers (2019, 2016, 2008R2, 2003, 2000), Client (Windows 11/10/XP/98), VMware 4.0, VMware 5.0, Citrix Xen App 5.0, Citrix Xen App 6.5, Citrix Meta frame (Client Configuration), Prince 2 Foundation, Prince 2 Practitioner, PMP (Training Completed), Century Link Cloud, Microsoft Azure Cloud, Microsoft OMS, SCOM, MBC, HP Open view

Coreskillset

  • Ability to play multiple roles such as SME, Technical Lead, Program Manager, Data Centre Architect
  • Managed multiple projects within tight timeframes and dynamic priorities.
  • Excellent analytical, oral, written communication skills, Microsoft Office and excel skills which includes pivots, VLOOKUP, & macros
  • Experience with leading, training and mentoring junior’s and New Joiners in the team.
  • Experienced in analyzing information system needs, evaluating end-user requirements and troubleshooting complex information system management.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Career advancementWork-life balance

Languages

English
Professional Working

Timeline

Technical Program Manager|Associate Director - Mindtree Limited
07.2018 - Current
Technical Advisor/ Solution Architect|Project Manager - Mindtree Limited
07.2017 - 07.2018
Senior Technical Support Engineer - Mindtree Limited
04.2016 - 07.2017
Project Lead - Mindtree Limited
04.2015 - 04.2016
Operations Manager - Mindtree Limited
04.2012 - 04.2015
Technical Lead - Mindtree Limited
04.2011 - 04.2012
System Analyst - Accenture Services Pvt. Ltd
10.2007 - 04.2011
Facility Management Engineer & Backup Operations Engineer - Care IT Solutions - Wipro Technologies
12.2006 - 10.2007
System’s Support Engineer (Resident) - Fourth Dimension Technologies (Pvt.) Limited
07.2006 - 12.2006
System Administrator - Prime Tech Info systems
12.2004 - 06.2006
Trainer (Hardware & Networking), cum Junior System Administrator - C.S.C Computer Education (Pvt.) Ltd.
12.2003 - 11.2004
Alpha Arts and Science College - B.E.S, Electronics Science

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Vijay Shankar Santhana Gopalakrishnan