Abhay Deokar

Profile Summary:

Forward-thinking and results-driven professional with 16 years of extensive experience in IT Service Management and Service Desk, specializing in the Banking, Financial Services, and Insurance (BFSI) sector. Currently serving as VP of Service Management Office (Senior Specialist) at BNY Mellon Technologies, Pune, leading the IT Change Management team and Global Change Advisory Board. Proven expertise in managing global teams across APAC, US, and EMEA regions.

Work Experience:

BNYM India Technologies, VP Service Management Office (Global Lead IT Change Management) – From Aug 2011:

Change Management Leadership (Feb 2015 – Present):

• Spearheaded IT change management team, ensuring adherence to standards and procedures.
• Supported significant event management and prioritized high-risk changes.
• Provided guidance to the change community and drove process improvements.
• Managed standard change process, including approval, deactivation, and governance.
• Collaborated with central reporting team for automated reporting processes.
• Managed a Global team of 7 members, fostering a collaborative and high-performance work environment.
• Implemented a new Automated Risk calculator tool, enhancing precision in risk calculation.
• Owned the change management module in ServiceNow, addressing defects, enhancements, and incidents.
• Initiated and led multiple projects for streamlined workflows, reduced risks, and improved operational efficiency.

Service Desk Team Leadership (Aug 2011 – Feb 2015):

• Led L1 support team, improving support capabilities through new knowledge base articles.
• Conducted process training for new joiners and initiated a critical incident line.

Achievements:

• Implemented significant event management process and onboarded a new calendar in ServiceNow.
• Successfully coordinated change freezes, heightened awareness, and business events impacting units.
• Developed and maintained a robust knowledge base, improving efficiency and customer satisfaction.
• Spearheaded the seamless transition and transformation of the IT Service Management tool from Remedy to ServiceNow.
• Initiated and effectively delivered two impactful Lean Six Sigma projects, resulting in substantial process improvements, enhanced operational efficiency, and cost savings.

• Provided global technical support to Bank of America employees.
• Addressed hardware, application, and desk phone-related issues.
• Enhanced customer satisfaction by providing timely and accurate technical support to clients.
• Streamlined support processes for increased efficiency and faster resolution times.
• Collaborated with cross-functional teams to identify and resolve complex technical issues.
• Developed comprehensive documentation for troubleshooting procedures, reducing training time for new team members.
• Implemented innovative solutions to improve the overall user experience with company products.
• Conducted regular training sessions for junior analysts, fostering a culture of continuous learning and professional development.
• Managed high-priority incidents, ensuring swift resolution and minimal downtime for clients.
• Provided remote support to global customers, addressing diverse technical needs across various industries.
• Analyzed performance metrics to identify trends and areas for improvement in the support process.
• Reduced ticket backlog by implementing more efficient workflows and prioritization techniques.
• Updated knowledge base articles regularly, ensuring easy access to relevant information for both clients and team members alike.
• Established strong relationships with key stakeholders by delivering exceptional service during critical system outages or other high-impact incidents.

• Assisted Verizon internet users in the United States with internet-related issues.
• Enhanced customer satisfaction by resolving complex technical issues promptly and efficiently.
• Implemented streamlined troubleshooting processes, resulting in reduced response times and increased issue resolution rates.
• Collaborated with cross-functional teams to develop new product features, leading to improved user experiences.
• Provided expert guidance on the use of software applications, ensuring clients were able to maximize their productivity.

• Supported Tata internet users in India with internet-related issues.
• Enhanced customer satisfaction by efficiently resolving technical issues and providing effective solutions.
• Streamlined the troubleshooting process for improved resolution times and increased customer satisfaction.
• Collaborated with team members to develop comprehensive support strategies, enhancing overall service quality.
• Implemented proactive measures to prevent recurring technical problems, reducing support ticket volume.