Summary
Overview
Work History
Education
Skills
Achievement
Technical Knowledge Certification
Academic Qualification
Personal Information
Languages
Training
Timeline
Generic

Abhijit Unawane

Pune

Summary

Results-driven Management professional with 12 years of experience in IT End user operations, SLA management, organizational development and team building within diverse industries. Highly adept in planning, coordinating and executing successful production strategies.

Overview

12
12
years of professional experience

Work History

Sr. Tech Lead

HCL Technologies
Pune
09.2022 - Current
  • Managing 12K+ users in PAN India as well as for APAC few locations of users
  • Monitoring and managing End user support, IT services desk, and VIP support functions to ensure optimal service
  • Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
  • Taking ownership of critical incidents, service request, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
  • Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
  • Developing a deep understanding of projects to gain insights into the scope of service delivery
  • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
  • Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
  • The Service Desk Team Leader role is responsible for managing the operation of the Service Desk
  • This role is crucial to ensuring customer requirements are met in terms of communication, prioritizing, escalating and resolving incidents and requests
  • Vendor Management – Validation & on-boarding, Renewal of Contracts, Negotiation of terms & price, Invoice verification, Payment update, SLA Management & Periodic Reviews
  • IT Procurement – Coordination with Various Vendors, Competitive Quote & Negotiation, PO & Delivery in timeline defined, Delivery Confirmation & Quality Check, Payment Release from Accounts
  • Monitoring and managing End user support, IT services desk, and VIP support.

Manager, IT Service Support-WEST

UJJIVAN Small Finance Bank
Pune
12.2019 - 09.2022
  • Managing 10K+ users IT issues
  • Heading various projects like upgrading of Windows 10 version 21H1, office 365 license migration, unwanted system software removal, ME-AD-EPO resigned employee’s hostname removal/unused hostname removal, compliance software installation, VPN direct access
  • Having control on Service Desk, Desktop support engineers & field engineer’s for technical guidance and delivering resolution within SLA/ TAT
  • Co-ordinate with multiple Application teams (For Finacle, Br.net, Ujjivan assisted app, Trucell, Glow, Smelo & many others), Windows Team (for Infrastructure Availability and AMC), SOC team (For Anti-virus and Network Security/Firewall)
  • Acted as a single point of command and control to drive rapid service restoration, Took initiative to drive incidents to closure, took charge of resolution activities
  • Utilized ITIL knowledge during audits to ensure Incident Management process is being adhered to, facilitated ITIL based service support which may include incidents, requests, changes, knowledge management, SLAS and Continuous service improvement
  • Performed incident trend analysis on a monthly basis and raised problem tickets for recurring and major incidents
  • Followed-up until closure and ensured those incidents are not repeated
  • Conducted Problem Review calls on weekly basis with various support teams to identify the Root cause or Workaround to fix the issue
  • Documented RCA and published it to IT Management, Analyzed the trend of upcoming incidents to ensure that the incidents does not recur after implementing solution
  • Documented and managed Known Error Database single handedly and ensured that all root-cause analysis is documented for high severity incidents and delivered to the respective Product owners
  • Budget planning for next quarter regards to all required IT infrastructure stock
  • Ensure the MIS reports in the defined format are shared with all stakeholders as per defined frequency and Analyze MIS reports on actual performance and work out/implement corrective actions.

Operations Manager

Wipro Infotech
Pune
06.2015 - 11.2019
  • Weekly reviews with team for understanding key concerns and taking corrective action
  • Improving on team performance by improving on the SLAs delivered
  • Responsible for process of knowledge transfer during any type of attrition
  • Co-ordinate for change management process
  • Ensure that all corrective actions identified in audits are closed on time
  • Responsible to ensure submission of all key Reports, roster
  • Responsible for achieving SLA Management
  • Ensure the MIS reports in the defined format are shared with all stakeholders as per defined frequency and Analyze MIS reports on actual performance and work out/implement corrective actions
  • Ensure Knowledge Base, KEDB updated timely with proper approval
  • Weekly meeting with the Customer, analyze data & present reports
  • Ensure customer satisfaction by responding to all escalations regarding services offered as per the defined SLA and TAT
  • Escalation of site related issues to the service delivery Manager e.g
  • Absence of key members of team, indiscipline, Problems with customer setup proactively
  • Review meeting need to be conducted with client MOM need to be captured and flash to all the stakeholders and all open issues should be captured in issue register
  • Providing statistics, reports and trend analysis on the tickets raised in the call management system and recommend appropriate actions
  • Handling 40+ resources and their roster, leaves and other issues.

Site-in-charge

Wipro Infotech
08.2014 - 06.2015
  • Providing training to all Desktop Support engineers to ensure that everyone is performing adequately in their role
  • Providing a leadership support function to teams and motivating engineers to achieve their day todays work
  • Implementation of any new policies and procedures relating to the environment
  • Circulating all required communication to all engineers which helps them to work day todays work
  • Ensuring key performance indicators are in place and production targets are met
  • Implementation of any new policies and procedures relating to the production process
  • Introducing and managing in-house IT systems ensuring that they are fit for purpose
  • Taking daily Lync call with all engineers and providing solutions over call
  • Preparing SOP and circulated to all engineers
  • Preparing daily and weekly engineer performance report
  • Managing all engineer’s attendance, shift rosters and their leaves
  • Arranging backup engineer on site to run the daily transactions
  • Support the company in production planning and making sure the business is adequately resourced
  • Provided technical support, including identifying problem incidents with their subsequent resolutions
  • Updated management on a regular basis through reports and presentations and via email
  • Coordinating with all Vendor for any hardware issue, Initiating for Quotation all IT assets
  • Documented and maintained supply of all required inventory
  • Adherence to defined IT Policy and SOPs
  • SOP Compliance monitoring, tracking and implementation.

Customer Support Engineer

VDA Info solution Pvt Ltd
06.2012 - 05.2014
  • Working on Microsoft Office 365 activity
  • Resolving the User issue with the help of RDC, Team viewer, WebEx and Lync 2010, Join me and many other sharing tools
  • Allying the Tickets (Incident and Change Request) to the respective team for further actions
  • Configuring the Microsoft Outlook and their troubleshooting
  • Troubleshooting of Symantec Antivirus for Virus issues
  • Installing, Configuring and maintenance of network Printers
  • Coordinating with Different vendors and Clients for their services
  • Configuring and administering Group policy with various desktop level restrictions in Windows2003/2008 DC
  • Assigning Folder permissions in Fileserver
  • Remote desktop utilities to solve user problems
  • Working experience, I-serve Ticketing tools to track the workflow for the resolution of the ticket.

Education

MBA - Business Analytics

Pune University
Pune
06-2023

Bachelor of Commerce - Accounting

Pune University
Pu E
05-2011

Skills

  • IT End user Support
  • Vendor Management, SLA Management & Periodic Reviews
  • IT Procurement, Coordination with Various Vendors, Competitive Quote & Negotiation, Delivery Confirmation & Quality Check
  • Performance reporting
  • Project Planning & execution
  • Project Management
  • Project Scheduling
  • Key Performance Indicators
  • Stakeholder Relations
  • Team Collaboration
  • Problem-Solving
  • Teamwork and Collaboration
  • Policy Development
  • Continuous Improvement
  • Performance Evaluations
  • Budget Management
  • Work Planning and Prioritization
  • Leading Team Meetings
  • Client Retention
  • Customer Service

Achievement

  • Received the award for performance in resolution of ticket at Global Service Desk and significantly improving CSAT from client (KPIT Technologies Ltd)
  • Received Mile stone award from Wipro for achieving operational goals.

Technical Knowledge Certification

  • Networking: MCSE(MCP certified), CCNA, ITIL-V4 certified.
  • Operating System: Windows XP, Windows7/8,10
  • ITIL 4 Foundation in IT Service Management

Academic Qualification

  • Bachelor of Commerce from Pune University.
  • SSC and HSC from Maharashtra State Board.

Personal Information

  • Date of Birth: 12/09/89
  • Marital Status: Married

Languages

  • English
  • Hindi
  • Marathi

Training

  • MCSE training from Dahad Institute, Pune.
  • CCNA training from The Router School, Pune.

Timeline

Sr. Tech Lead

HCL Technologies
09.2022 - Current

Manager, IT Service Support-WEST

UJJIVAN Small Finance Bank
12.2019 - 09.2022

Operations Manager

Wipro Infotech
06.2015 - 11.2019

Site-in-charge

Wipro Infotech
08.2014 - 06.2015

Customer Support Engineer

VDA Info solution Pvt Ltd
06.2012 - 05.2014

MBA - Business Analytics

Pune University

Bachelor of Commerce - Accounting

Pune University

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Abhijit Unawane