Abhijeet Panwar
Team Lead | IT Operations | Incident & Escalation Management
Noida
Summary
Results-oriented IT Operations Team Lead with over 6 years of experience managing 24x7 Command Center operations in global enterprise environments. Proven track record in leading teams of up to 15 engineers, effectively managing high-volume incidents while maintaining SLA compliance above 99% through proactive monitoring, process optimization, and thorough root cause analysis. Strong expertise in network and voice (VoIP/SIP) operations, incident escalation management, KPI reporting, and continuous service improvement. Recognized multiple times for operational excellence and leadership, achieving measurable improvements in MTTR, uptime, and overall service quality.
Overview
6
6
years of professional experience
Work History
Command Center Lead
HCL Technologies Ltd.
2019.12 - Current
- Lead a 24x7 Command Center team of 15 engineers, ensuring smooth IT operations, incident response and SLA compliance across multiple global accounts.
- Oversaw network and voice infrastructure, monitoring and troubleshooting VoIP, SIP and routing issues to ensure minimal downtime.
- Acted as Quality Manager, conducting ticket audits, preparing RCA reports and presenting key findings to senior management for continuous improvement.
- Designed and maintained KPI dashboards (SLA, MTTR, incident aging, escalation trends) used by senior management for operational and client reviews.
- Led Lean IT and process audits, identifying gaps and implementing SOP enhancements that improved service efficiency and team productivity by 20%.
- Authored and maintained SOPs and knowledge base documentation, reducing onboarding time for new hires by 40%.
- Delivered regular training, mentoring, and performance evaluations, improving team skill maturity and lowering L1-to-L2 escalation dependency by 15%.
- Collaborated with cross-functional teams to manage risks, coordinate changes, and ensure consistent service delivery.
- Played a key role in major incident management (P1/P2), ensuring timely stakeholder communication and post-incident reviews.
- Recognized with “Best Performer Award” twice by the Delivery Unit Head for exceptional operational performance and leadership contribution.
Education
Bachelor of Technology (B. Tech) - Computer Science & Engineering
Galgotias University
Greater Noida, India2018-01
Skills
Monitoring & Network Tools: Wireshark, Nagios, SolarWinds, Zabbix, NetScout
Ticketing & Reporting: ManageEngine, ServiceNow, Jira, Remedy, KACE, Excel
Networking & Voice Technologies: VoIP, SIP, Routing & Switching, Network Voice Infrastructure
IT Service Management: Incident & Escalation Management, RCA, SLA & KPI Management, ITIL Practices, Lean IT
Leadership & Operations: Team Leadership, Performance Management, Quality Audits, Process Improvement
Achievements & Awards
Best Performer Award (2x) – Recognized by Delivery Unit Head for exceptional leadership, SLA adherence, and operational performance.