Milind Sail

Regional Service Delivery Head & Head PMO for APAC region supporting all product verticals [Core Gen network connectivity services, Collaboration and Connected Services, Cloud and Cybersecurity services]. Manage customer relationships and oversight of the delivery both tactical and strategic in nature. Support the sales team contributing to grow the business in the region.

Managing large complex IT transformation programs having data center, cloud (public, private and hybrid), SASE & Networks Transformation Programs Includes: 1. Data center Migration - On prem to Cloud (AWS, Azure, GCP), Private, Hybrid 2. Cloud cost optimization initiatives 3. Greenfield and transform data center and end point security through Industry standard security product deployments 4. SIEM, VA/PT, GRC security threat management 5. Server & End point security product deployment rollouts 6. Network transformation through MPLS, DIA, SDWAN connectivity between branch & HO

 Managed the IT Enterprise estate comprising of 18000+ Servers across [80% servers hosted on Prem Data Centres and 20% hosted on Cloud (Azure, GCP and AWS), Administration of AD, O365, teams, one drive across employee base of 225000 spread across 60+ countries globally.  Responsible for managing entire Data Center Operations (On-Prem & Cloud)  Managed the entire suite of Microsoft products (AD, 0365, Teams, One drive)  Managed the hardware and software life cycle management for the entire enterprise  Managed Annual Software procurement, Enterprise license Agreement contract renewal negotiations, license auditing and management through SAM tools like Flexera and SNOW.  End point security deployments and management (Zscaler, McAfee, CrowdStrike) using SCCM, Ansible scripting.  Conducting regular Vulnerability assessment, patching and CIS Compliance adherence  As part of IT modernization programs, I led and completed 2 major IT transformation projects in my tenure  On-Prem to Cloud Migration: Over 600+ physical servers successfully migrated to GCP and Azure.  Service Now Implementation: new ITSM tool Implementation completed and successful migration of ITSM data from legacy ITSM tool to Service now.  During COVID period, as part of the hardware life cycle management, I lead a process automation initiative to re-engineer the process and required IT changes to deliver the laptops to employee homes days before joining the organization and then recovering the laptops at the end of leaving the Org.

• Spearhead end to end delivery Operations across Cluster of accounts in Consumer, retail & transport Vertical globally for Wipro Ltd with a revenue size of $ 180 Mn. • Responsible for managing both run Operations and transformation programs for Cluster • Ensuring adherence to project timelines while maintaining quality benchmarks and budget constraints. • Alignment to Client expectations and Org business objectives, resulting in an YoY revenue growth of 23%. • Achieved an 12% YoY reduction in Cost of Delivery. Initiatives for reduction in Cost of delivery achieved through up-skilling and cross skilling, onsite/offshore resource movements, automation of tasks using Industry standard and Wipro inhouse HOLMES Automation platform. • Directed and Managed delivery of Large Complex IT Transformation programs for Clients within agreed timelines and budgets while managing multiple cross functional teams within Customer and Internal Organizations. • led a cross functional team to analyse customer feedback, drive strategic service delivery enhancement initiatives which helped achieve and Improvement in Customer satisfaction & loyalty to Increase NPS by 25% within a year. • Led Strategic Service Improvement projects for high revenue Impacting Customers • Managed a large team of over 800+ team members comprising of Account Delivery heads, Program Managers, Project Managers, Architects, SME’s and engineers spread globally in Onsite and Offshore. • Worked closely as delivery SPOC for cluster accounts with sales & pre-sales team during RFP proposal bid process.

• Client & Account Management of multiple key strategic accounts with an ACV of $ 35 Mn. • Responsible for managing end to end IT Sourcing Contracts in IT Infrastructure which included Data Center Management (On-Prem + Cloud), IT Service Desks, SOC Operations, Transformation projects. • Responsible for ensuring service assurance as per agreed service level agreements contracted with clients. • Maintaining strong client relationships and consistently achieving high satisfaction ratings. • Directed a cross-functional team of 120 members, including project managers, technical leads, and support staff to ensure seamless delivery and client engagement. • Managed budgets and resource allocation ensuring optimal utilization of resources and adherence to financial targets. • Led multiple process & service Improvement projects for the customer which helped clients in IT savings of over $ 2 Mn in a 2-year span.

• Lead and manage end-to-end project lifecycle for customer-focused projects, ensuring on-time delivery within scope and budget. • Serve as the main point of contact for clients, establishing trust and proactively addressing any concerns to ensure a high level of satisfaction and retention. • Coordinate with cross-functional teams, including engineering, product, and operations, to ensure alignment with project goals and client expectations. • Develop project plans, including timelines, milestones, budgets, and risk management plans; achieved an average of 95% adherence to committed project timelines. • Implement process improvements that resulted in 20% increase in project efficiency, reducing delivery timelines and enhancing team productivity. • Provide regular updates to stakeholders through detailed project reports and presentations, maintaining transparency and facilitating informed decision-making. • Managed portfolio of ICT projects globally for client valued at over $ 18 Mn.

• Lead Installation & commissioning of Optical and microwave systems. • Perform routine and emergency troubleshooting of transmission faults to minimize n/w downtime • Lead telco operations for a team of 35 members across multiple telecom functions, including network management, service delivery, and field operations, ensuring seamless service to end customers. • Oversaw end-to-end network operations, ensuring uptime of 95% by implementing stringent monitoring systems to pre-emptively address potential issues, reducing downtime. • Spearheaded a lean project that resulted in an 22% improvement in service delivery timelines and enhanced overall customer satisfaction scores. • Built and maintained relationships with key stakeholders, vendors, and partners to enhance the quality and efficiency of network services and ensure regulatory compliance.

• Lead a team of project managers, engineers, and support staff to oversee end-to-end service delivery for high-priority telecom projects, achieving a 50% improvement in service delivery timeline adherence. • Led and successfully Implemented the wireline network rollout for multiple cities in western India by collaborating with sales, engineering, operations, vendors, OEM’s, government authorities, statutory authorities etc. • Was awarded “Project Champion” award by Airtel CEO for Implementing the end-to-end wirelines network within Mangalore city within a record span of 6 months. The early implementation ahead of schedule was significant to bring in the required ROI

• Monitor and maintain telecom networks, ensuring high availability, reliability, and security across 85 sites in the Western Indian region. • Expertise in transmission systems (SDH, PDH, DWDM, OTN, MPLS), network optimization • Troubleshoot network issues with minimal downtime by quickly identifying and resolving faults in real-time. • Collaborate with cross-functional teams to support network upgrade projects, system integrations, and hardware migrations. • Conduct performance analysis and reporting to identify trends, implement proactive improvements, and prevent recurrence of issues. • Develop and enforce network operation procedures, maintaining compliance with industry standards and best practices. • Mentor junior engineers, providing training on network operations tools, troubleshooting techniques, and documentation standards.

• Part of the team responsible for overseeing the deployment of undersea Submarine Optical fibre cable in the Arabian Ocean. Underwater optical fibre splicing planning and execution. • Manning the communication centre responsible for coordinating with all the Indian Navy and Indian Coast Guard Ships which were part of the ship degaussing project • Oversaw the installation, calibration and maintenance of degaussing systems on Naval ships

• Installation, Commissioning & provisioning of Telecom Paging network sites across 220 sites in Maharashtra, Goa & Karnataka. • Conducting RF & Microwave surveys. • Installation, Commissioning & provisioning of Microwave links to setup network connectivity between hub and spoke sites. • Network Monitoring of Paging telecom networks, ensuring high availability, reliability, and security across 220 sites in the Western Indian region. • Troubleshoot network issues with minimal downtime by quickly identifying and resolving faults in real-time.