ABHISHEK

• Led delivery of BFSI digital platform enhancements supporting insurance operations and customer engagement systems, coordinating across engineering, QA, infrastructure, and security teams.

• Owned the product/program backlog in JIRA — epics, user stories, and sprint planning — for Agile delivery teams, aligning releases with business goals and regulatory requirements.

• Managed end-to-end release lifecycle (planning, testing, validation, production deployment, post-release monitoring) for platform releases, improving reliability and reducing rollback incidents by 80%.

• Acted as primary liaison between business stakeholders and technical teams, ensuring roadmap alignment and timely resolution of cross-team blockers.

• Role concluded as part of a planned career transition; delivered a structured handover of active programs before departure.

• Managed the Windows 11 upgrade program for 500+ internal users, building the infrastructure upgrade roadmap and rollout plan to improve scalability, security, and reliability.

• Implemented ITIL processes for incident management, change governance, and service delivery, reducing incidents by 90%.

• Designed and delivered the Bangalore office floor plan infrastructure build-out in partnership with SRE and Facility teams, completed on schedule ahead of office launch.

• Coordinated infrastructure demand planning between the Business Unit and Central IT across ongoing and upcoming projects.

• Owned the end-to-end lifecycle of internal IT infrastructure products and enterprise service platforms across EU offices, from procurement through rollout and vendor coordination.

• Led infrastructure upgrade and migration programs that improved system performance and operational stability across Europe office locations.

• Owned the end-to-end IT asset lifecycle — procurement through disposal — ensuring 100% compliance with GDPR data-destruction guidelines for out-of-warranty assets.

• Reduced P1/P2 incident downtime by 80% by redesigning monitoring and escalation workflows.

• Analysed incident trends and operational data to identify recurring root causes, feeding findings into a continuous improvement backlog.

• Managed relationships with vendors and technology partners to deliver scalable infrastructure services aligned to business objectives.

• Managed global incident and change management processes across enterprise systems, improving service reliability and first-call resolution rates by 20%.

• Facilitated Change Advisory Board (CAB) meetings and coordinated change implementations with minimal production disruption.

• Led the client IT asset management project, coordinating with global e-waste vendors on secure decommissioning of 300+ IT/networking devices.

• Ensured GDPR-compliant data deletion across IT network devices as part of enterprise data governance requirements.

• Led a team of 10+ engineers managing infrastructure incidents and service delivery operations for core banking and payment processing platforms used by Deutsche Bank across global markets.

• Supported banking payment ecosystems including ACH, Faster Payments, and SEPA, and gained working familiarity with SWIFT message types in international payment processing.

• Handled major incidents and stakeholder escalations across global enterprise environments, maintaining SLA compliance of 98.5%

• Delivered 24/7 support for Microsoft applications (Office 365, Windows) for the Microsoft client account.

• Managing installation and configuration remotely across multiple devices for a global customer base.

• Global Customer handling support experience.

• Provided L1 network monitoring and escalation support, and collaborated with senior engineers on data centre upgrade projects.

• Configured and maintained switch and Polycom audio/video devices, documenting asset configuration and maintenance logs.