Abhishek Mohanty
Pune
Summary
Dynamic professional with a robust technical background and a deep understanding of business domains and key technologies. Expertise in IT Service Management and Delivery Management is effectively leveraged through nearly 19 years of multidisciplinary experience across Healthcare, Banking, Financial Services, and Manufacturing sectors. Proficiency in Application Support and Operations is well established. A proven track record as a Delivery Manager for new deal implementations is complemented by a solid grasp of the ITIL framework, encompassing Incident, Problem, Change, and Release Management. Strong client engagement abilities are developed through nurturing relationships with stakeholders and collaborating with leadership teams to address technology challenges and drive service improvement initiatives.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Associate Consultant – Service Delivery
Tata Consultancy Services
09.2022 - Current
- Service Management and Delivery Lead for Application Support Services for Global Banking & Financial Services client.
- Spearheading and overseeing the service and delivery operations with managing budget & schedules.
- Collaborated with teams to define, strategize, and implement Application Web Monitoring dashboard portal hosting 100+ applications.
- Manage all aspects of large, multiple related initiatives to ensure overall projects are closely aligned to and directly support the achievement of the company's strategic objectives in a professional and successful way.
- Establish and maintain strong partnership with the business owners/product owners.
- Single Point of Contact for Support escalations from the Engagement Leads & Senior Partners.
- Monitor delivery of each of the initiatives, work with business owners to identify risk, issues and mitigating actions.
- Establish governance processes that include management reporting, as well as implemented KPIs for program utilization.
- Liaising with Team Leads to determine to overall service tickets volume and analyze the recurring issues.
- Working closely with vendors on delivery and implementation of business objects as part of change and release management.
Assistant Director – Service Delivery
EY Global Delivery Services
10.2021 - 09.2022
- Service Management and Delivery Lead for Application Support Services for a major financial/accounting client.
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
- Managing BAU service which included Level 1 – 2 operations (Incident, Problem, SR), ensuring SLA adherence.
- Single Point of Contact for Support escalations from the Engagement Leads & Senior Partners.
- Participating and engaging team in providing weekly and monthly service delivery reports.
- Educate the members of the service delivery team on new policy plans and implication on service delivery.
- Liaising with Team Leads to determine to overall service tickets volume and analyze the recurring issues.
- Publishing the RCA documents to Business stakeholders on business impacting Incidents.
- Responsible for ensuring smooth handover of activities from on boarding and Projects to Support.
- Working closely with vendors on delivery and implementation of business objects as part of change and release management.
- Growth Path:
Service Delivery Manager
Cognizant Technology Solutions
04.2015 - 09.2021
- Delivery Manager for Application Support Services for a major Healthcare Payer Provider client.
- Steering end-to-end offshore delivery of the program, meeting internal and external objectives:
- O Estimation, Risk, Scope, Time, Resource, Quality and Change Management
- O Value-adds, continuous process and productivity improvement
- O Expectation management of team
- Managing BAU service which included Level 1 – 2 operations (Incident, Problem, SR), ensuring SLA adherence
- Preventative maintenance and backup as well as performed other regular support activities to ensure effectiveness
- Ensuring critical configuration changes are well planned and rolled out in phased manner with end to end coordination.
- Reviews with client on weekly and monthly operational performance, feedback & overall engagement summary.
- Responsible for Application Defect Management which includes implementation of new releases and deployment of critical fixes.
- Reviewing Internal Metrics on open issues and incident backlog to ensure teams are aligned with weekly and monthly targets. Also, ensure timely delivery of SLA reports for review with Account stakeholders and Client.
- Identify Service Improvement Plan (SIP), Continuous Improvement (CIP), Root cause Analysis of Critical Production issues and implement the same with complete planning and sign off from client.
- Leading portfolio of service improvement initiatives within the account which includes planning and execution through change controls. Few of the potential areas covered which include review & consolidation of storage across all platforms.
- Ensuring that repository of high level designs documents is well maintained & regularly updated with the prescribed functional & non-functional requirements; providing implementation, post-implementation, maintenance and enhancement support to the client with regard to the product / software application
- During critical incidents take ownership of stakeholder communication, co-ordinate and guide the team till closure of the incident.
- Provide client with effort estimation on legal data recovery projects when associated with a Banking account.
- Ensuring successful transition of Data Recovery Project from Development to post go-live to BAU state with proper KT
- Developing competency among the members; managing appraisal process across the levels, worked with HR on hiring the right talent and resources.
- Ensure Operational Risks logged in Mainspring are reviewed and actionable areas are completed within stipulated timeframe.
- Growth Path:
- Nov'13 – Sep'21 with Cognizant Technology Solutions, Pune
- Apr'15 – Sep'21 Service Delivery Manager
- Nov'13 – Apr'15 Operations Manager
Senior Analyst – Messaging Services
Optimum Solutions (S) Pte. Ltd.
06.2011 - 10.2013
- Managed L2 & L3 escalations for Exchange 2003, Exchange 2010, Enterprise Vault, Good Mobile, Blackberry and Lync 2010 and Supporting 50,000 + Mailboxes globally for a well renowned large investment bank
- Involved in BAU support for MS Exchange Infrastructure and other collaboration products like GOOD technology support and Blackberry server administration.
- Day to Day activities included mailbox migrations, SMTP email tracking, mailbox restore from Kroll On track Manager.
- Server alerts monitoring and resolutions to critical alerts.
- Engage with Vendors as and when necessary for Priority Incidents and Major Production issues.
- Involved in Disaster Recovery, Power down Maintenance & other weekend scheduled activities.
- Worked on EV servers scaling in messaging environment with additional servers
- Created Process documentation on Enterprise Vault Archiving solution & support for team members.
- As Senior Analyst – Messaging Services
- (Managed L2 & L3 escalations for Exchange 2003, Exchange 2010, Enterprise Vault, Good Mobile, Blackberry and Lync 2010 and Supporting 50,000 + Mailboxes globally for a well renowned large investment bank)
Senior Analyst - Messaging Services
Dell Services
09.2007 - 05.2011
- Performed Offline and Online Maintenance using ESEUTIL and native Exchange tools
Specialist - End User Computing
HCL Technologies
10.2005 - 08.2007
Technical Support Engineer
Hewlett Packard Global Soft Ltd.
05.2004 - 10.2005
Education
Post Graduate Diploma - Project Management
Symbiosis Institute of Management Studies
01.2017
Bachelor of Engineering - Computer Science & Engg.
University of Technology of Madhya Pradesh
01.2003
Skills
- Problem-solving
- Quality assurance
- Planning and execution
- Client relationship management
- Process improvement strategies
- Stakeholder management
- Project management
- Cloud computing
Certification
- AWS Certified Cloud Practioner
- Safe Agilist Certified
- ITIL v3 & v4 Foundation Certified
Timeline
Associate Consultant – Service Delivery
Tata Consultancy Services
09.2022 - Current
Assistant Director – Service Delivery
EY Global Delivery Services
10.2021 - 09.2022
Service Delivery Manager
Cognizant Technology Solutions
04.2015 - 09.2021
Senior Analyst – Messaging Services
Optimum Solutions (S) Pte. Ltd.
06.2011 - 10.2013
Senior Analyst - Messaging Services
Dell Services
09.2007 - 05.2011
Specialist - End User Computing
HCL Technologies
10.2005 - 08.2007
Technical Support Engineer
Hewlett Packard Global Soft Ltd.
05.2004 - 10.2005
Post Graduate Diploma - Project Management
Symbiosis Institute of Management Studies
Bachelor of Engineering - Computer Science & Engg.
University of Technology of Madhya Pradesh
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