Rahul Marwaha

16 years of experience in IT Industry and Bachelor of Science (B.Sc.) in Information Technology .16+ years of experience in business development, project delivery and client relationship management in a technology environment. Ability to develop strategic plans and translate them to actionable roadmaps.

Company Name: Tech Mahindra (Scotia Bank) Feb 2022 to till now

Designation: Manager Operation (Lead – Cloud & On Prem Operations) Location – Halifax

• Providing leadership to teams that support daily administration, monitoring, maintenance and capacity planning of production and non-production computing infrastructure – which include automation, cloud, firewall, servers (Windows/Linux/AIX), storage, VMware, DNS/DHCP, and DevOps/containerization.
• Managing Internal, Hybrid, and cloud infrastructure operations.
• Monitoring and maintaining hardware, software, and resolving L3 incidents and problems
• Leading a team that supports daily Cloud Support, virtualization, OS level, Server and application monitoring, maintenance and capacity planning of production and non-production public cloud environments.
• Managing weekly deployment release and weekly/monthly maintenance. 
• Leading the Tier3 Tier2, & Tier1 teams.
• Developing a culture of operational excellence using industry best practices for change management, release management, incident management, and risk mitigation
• Providing specialized technical services and act as an escalation point of contact for internal/external clients for any technical tickets.
• Leading teams a size of 10-12 and providing subject matter expertise on broader projects involving public and hybrid cloud technologies.
• Supporting large and mission critical (7x24) environments.

Designation: Tech 3 Location - Canada

Key Contributions

• Mange Internal IT system, Hybrid, and cloud infrastructure management.
• Plan, Design, implement and integration of new projects.
• Provide guidance and support to Tech 1 and 2 Teams for Problem tickets. 
• Assess the business impact that certain technical choices have for new project implementation.
• Determine project responsibilities by identifying project phases and elements.
• Control project plan by reviewing design, specifications, and plan, scheduling changes, and recommending actions.
• Prepares project status reports by collecting, analyzing, and summarizing information and trends, recommending actions.

Designation: Technical Service Lead (Sr. Operation Manager). Location - Singapore

Key Contributions

• Worked within the Customer and internal governance framework and provide ongoing management and leadership. Create a plan to improve Infrastructure compliance by reviewing our processes and customer requirements. Review and respond to hosting requirements from customers and prospects.
• Enabled & supervised team of 20 direct report engineers supporting across Cloud BAU Support, server management support, database management, network management, DevOps, Data Center Operations, Service Management, backup & storage management domain.
• Developed a detailed project plan to monitor and track progress. Plan project scope and objectives, involving all relevant stakeholders and ensured technical feasibility of delivery.
• Built Service delivery management portfolio of TFM project (Tenant Facility Management) delivery under Government Agency’s infrastructure hosted in Government Data Centers (GDC), Government Commercial Cloud (GCC, AWS, AZURE & GCP) & Government Private Cloud (GPC).
• Orchestrated continuously improvement in the delivery model and strategy. 
• Chaired transition Management for new projects from Onboarding to BAU. Driving Cloud Implementation Projects for new & existing customers.
• Contract adherence, operational performance People management, vendor management, Customer monthly PO/Billing management, Client Relationship manager and project management.
• Implemented and maintained Information Risk Management, Organizational Risk Management, Cyber security, Window, EUCD, Database, and Network, Securities, Mobile devices, GOMAX (Apple EUCD, Data Centers) AWS, Azure, Private Cloud, Application support and VMware solutions for customers. 
• Coordinated meetings and reviews with customers’ stakeholders to maintain a close relationship with them and to ensuring both IT service levels and customer satisfaction are maintained.
• Establish 24x7 performance monitoring and response processes. Hire, train, direct, and develop the operations team directly or indirectly.
• Participated in operational ITIL processes – i.e. Incident, Change Management (CAB), Release Management, Problem Management, and Availability Management.
• Prepare plans, procedures, and implementation for delivery team. Monitor progress and take corrective action to deliver services to customer within budget Lead a diverse team in an ongoing basis, maintain and achieve required KPIs and SLAs 
• Finalized operational reports for Management and customer. Know, understand, and apply corporate standards (methods, tools, and processes). Provide process improvement recommendations that are based on best practices and industry standards.
• Worked with Service Managers on Project planning, Project tracking, Data Center migrations in the Datacenter transformation projects. Pattern of continuous improvements in systems, policies, practices and procedures to enhance organizational efficiency with success in gaining team-member support to make needed changes.

Designation: - Technical Lead/SME Location - Singapore, South Africa, India

• Acted as escalation point for troubleshooting advanced network/systems issues; consistently earned 100% issue-resolution scores by providing excellent service to internal and external customers.
• Managed a team of direct reports who drive service lines in the solution and delivery area. Assists staffing coordinators who define project team requirements for projects in Provisioning area. Work with Delivery Services managers / Leads to define overall recruiting needs and expertise in Provisioning area.
• Increased team productivity and automated repetitive tasks by using batch files, PowerShell, VBScript and WMI.
• Resolved technical and cross-functional issues pertaining to new windows provisioning servers for APAC, North America and Swaziland regions. Worked as a Tech lead for Level 2 WINTEL/VMware support team.
• ESX Storage Configuration, DR Test, Storage Mapping. Assign weekly Projects to all the team members. Handling by-weekly meeting with L1/L2 team for KT and trend analysis.
• Acted as single point of contact for all the escalations. Installation, Configuration, Administration and Troubleshooting of ESXi Servers, Virtual Center, Virtual Machines.
• Build new servers through to Blade Logic tool, installation & configuration of all the applications, Network configurations. Migrations of existing Host/Windows servers from one cluster to another, from one host to another host.
• Security hardening and Monitoring of VM’s & ESX servers (CPU, Memory, Disk, Network Utilization) for Security Compliance. 
• System Troubleshooting in case of a failure and maintain server uptime above 99.99%. Customize the 2003/2008/2012/2016 servers in terms of Registry, Audit/Account/Security policy, patching, to sustain Company Standard Operating Environment. 
• Work with vendor support contacts to resolve technical problems with desktop\Server\VMware\ computing equipment and software. Engineered and documented from scratch the server builds procedures\ Application Code Deployment for Development, QA, SIT, Release and Production environments.

Designation: - Technical Assistant (Programmer) Location - India

Organization: -CT Group Institutions May 2006 to May 2007

Designation: -Instructor Location - India

Bachelor of Science in Information Technology

Microsoft Certified Professional (MCP)

Microsoft Certified Systems Administrator (MCSA)

Managing and Maintaining a Microsoft Windows Server 2003 Environment

Maintaining a Microsoft Windows Server 2003. Network Infrastructure

Installing, Configuring, and Administering Microsoft Windows XP Professional

Implementing and Managing Microsoft Exchange Server

Symantec Technical Specialist in Symantec Endpoint Protection 11

Wipro L3 Advance Server& storage Certification

Symantec Network Access Control 11 Specialist (STS)

ITIL fundamental V4 Certified

Step plus Global English certification

MacAfee System Security Technical Certification

McAfee Certification

International English Language Testing System (IELTS)

AWS solution architect professional ( Training attended)

MS Azure course completed