Abhay Kapoor

ABHAY KAPOOR . CONTACT Pune, India-- SKILLS • • • • • • • • • • • • • • • • • • • • • • • • • • Service Delivery Management. Organisational Leadership. Vendor management. SLA monitoring. Solution Architecture. Comprehensive strategy development. Emerging Technologies Integration. Cross-functional leadership. Digital Transformation. Client relationship. Project co-ordination. Enterprise-Level Transition and Support. Proactive Incident Management. Real-time SLA metrics monitoring. Leadership Analytical mindset. Collaborative approach. Cyber security. Budget Management Presales Automation Multi-cloud Power BI No Code, Low Code GRC SNOW Automation CERTIFICATIONS • ITIL V3.0, AXELOS, 03/01/10 • PCI, Qualys, 01/01/23 • Qualys Certified Specialist - Container Security, Qualys, 01/01/24 • EDR, Qualys, 08/01/24 • Azure Architect, MS, 01/01/21 • Third Party Vendor - Expert, One Trust, 01/01/24 • Control Case One Audit, Control Case, 01/01/24 Senior IT Leader with over 19 years of proven experience in Infrastructure & Application Delivery, Enterprise Operations, Client Relationship and Supply Chain Management. Possesses a comprehensive background in IT Service Management, System Integration, Program Management, and Business Process Improvement in a global Matrix Environment. Established processes to effectively manage over 300 maintenance renewals on an annual basis with a vendor budget that exceeded $250M with annualized savings of $5M. Led Tool Group Transition programs delivering and integrating desktops, new & legacy infrastructure including application services for over 13,000 users. Global Client Relationship Leader guiding client managers & vendors to deliver contracted services to obtain 99.5% SLA achievement for Shell Oil enterprise IT organization Nominated for 2 Service Delivery Excellence awards EXPERIENCE November 2023 - October 2024 Director CIS -Infrastructure Capgemini, Pune, India • • • • • • • • • Led seamless project delivery for mega/gamma key growth accounts, managing budgets, risk, staffing, and ensuring 100% SLA compliance. Built strong client engagement through regular reviews (MRMs, QBRs), early risk identification, and strategic solution deployment to enhance business value. Monitored and optimized project performance, conducted audits, and resolved escalations to ensure revenue protection and compliance. Identified and capitalized on new business opportunities, collaborating with sales and pre-sales teams to drive account expansion. Spearheaded automation-led service improvements, implementing hyper-automation and next-gen technologies to boost efficiency and quality. Deployed Agile, DevOps, and other modern delivery models to enhance productivity, quality, and speed of execution. Championed learning initiatives, internal training programs, and best practice sharing across accounts to drive continuous improvement. Led workforce demand planning, hiring strategies, and upskilling programs to ensure optimal resource alignment. Developed multi-skilling initiatives, career progression frameworks, and mandatory training programs to drive employee growth. • Cyber Security Awareness, Certiproof, 01/01/24 • Qualys Certified Specialist, Qualys, 01/01/24 • Strategic Cybersecurity Management, AttackIQ, 10/01/23 • Foundations of Breach and Attack Simulation, AttackIQ, 01/01/23 • ISO 27001 Foundation, Skillfront, 01/01/22 • MCSA O365, Microsoft, 01/01/13 • HIPAA, Cybrary, CISM Program Cybray • OPSWAT Email Security Certificate, OPSWAT, 01/01/22 • O365 Certificate, MS • Azure Certified Architect, PERSONAL INFORMATION • Designed and implemented structured onboarding, training, and mentorship programs for new hires to enhance workforce readiness. November 2021 - November 2023 Digital Workplace Leader/Vendor Manager/Head of EUC/Manager IT Toll Technology Centre, Toll Group, Pune, India • Managed service delivery for high-value IT accounts, ensuring adherence to SLAs, risk mitigation, and client satisfaction. • Led technology planning and implementation projects, aligning IT infrastructure with business objectives and optimizing operational efficiency. • Developed and deployed IT security policies, ensuring compliance with industry regulations and cybersecurity best practices. • Designed and implemented automation-driven solutions, improving process efficiency and reducing operational costs. Title: IT DIRECTOR • Spearheaded workforce transformation initiatives, including upskilling, career development, and multi-skilling programs. CUSTOM SECTION September 2018 - October 2021 Principal Architect Issquared, Hyderabad, India +91,- • AWARDS • Cheers for Peers Award - Best Delivery, Toll Group, 2023 • ACE Employee in Best Customer Feedback, Toll Group, 2023 • Nominated for 2 Shine Awards • Quarter Award for Migration, Mphasis • Monthly Award for Migration, Mphasis • • • • • • • • • Global Team Size Managed: 12 Locations, 10 DRs, 50+ Technical Team Members Managed vendor relationships, negotiating contracts and SLAs for optimal service levels, resulting in cost savings and improved performance Recognized for negotiating favorable contracts, achieving a 15% reduction in third-party costs Implemented TCO analysis, resulting in a 20% reduction in overall digital workplace operating costs Successfully led digital transformation initiatives, receiving positive client feedback for tailored and innovative digital workplace solutions, and achieving a 15% improvement in client satisfaction Architected O365 solutions for Client and performed end to end migration Involved in Presales activities for various clients Automation via IAAS and Docker on Azure platform Used Extensive PowerShell for Automation Via ARM templates Migrated On prem App servers to Azure July 2017 - July 2018 Senior Software Engg - Infra STCS, Riyad, Saudi Arabia • • • Global Team Size Managed: 40 Locations, 30 DRs, 20+ Field Engineers Designed and managed enterprise-level infrastructure solutions across data centers Oversaw the deployment of virtualization and automation technologies, reducing manual workloads and increasing system efficiency . • Established and managed SLAs with vendors to ensure optimal service delivery and reliability June 2015 - October 2017 Expert Consultant Hp Enterprise, Bangalore, India • • • • • • • Global Team Size Managed: 102 Locations, 20 DRs, 5+ Field Engineers Managed Enterprise-Level Transition and Support for Multiple EUC Stacks - L2 / SCCM / WDS Implemented proactive measures, reducing critical incidents & introducing real-time SLA metrics monitoring Managed client relationships, increasing contract renewals by 20% Reduced operational costs by 15% through strategic resource allocation and process optimization Led cross functional meetings, conducted regular training sessions, and managed Technical Project Delivery Executed Service Improvement Plans and facilitated Vendor Management Calls July 2013 - January 2015 Senior Systems Engg AIG, Malaysia • Worked on Messaging technologies achieved highest level of compliance for 97K mailboxes January 2012 - July 2013 Lead Infra Engg. Wipro Technologies, Bangalore, India • Managed On prem Infra for various clients August 2010 - January 2012 Lead Infra Engg Mphasis, Mangalore, India • Worked as SME for 15 clients for Infrastructure support January 2009 - August 2010 E2 System admin SAIC, Bangalore, India • L2 Infra and Messaging engineer for defense-based client April 2008 - December 2008 IT consultant Logica CMG, Bangalore, India • Worked on Infrastructure support for clients March 2007 - March 2008 Software Consultant Q-Source, Bangalore, India • Remote support for organization February 2006 - March 2007 Trainee IT Engg Elogic Technologies, Bangalore, India • Trainee IT engineer EDUCATION 01/2005 Bachelor of Technology (B. Tech) IT Uttar Pradesh Technical University, Uttar Pradesh