Amardeep N. Khandare
Project Management, Incident Manager, Application & Product Support, AI Powered People Manager, MuleSoft & Salesforce, Service Delivery, Service Desk Management, Team Leading
Pune
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
16
16
years of professional experience
7
7
Certificates
Work History
Lead Mulesoft & Salesforce Engineer
NTT Data Services
01.2023 - Current
- Provide L1/L2/L3 Support for Production & Non-PROD APIs issues.
- Analyze logs, metrics, and alerts using Any point Monitoring.
- knowledge of Any point Platform (Runtime Manager, API Manager, Design Center), DataWeave, Mule ESB, and MUnit.
- Perform root cause analysis (RCA) and implement permanent fixes for recurring issues.
- Handle MuleSoft version upgrades and manage security patches.
- Manage certificates and ensure compliance with security protocols (OAuth,)
- Create and maintain operational runbooks, documentation, and best practices.
- Collaborate with development teams for debugging and testing, including Performance testing
- Support CI/CD pipelines and automate routine maintenance tasks.
- Proficiency in MuleSoft Any point Platform (Runtime Manager, API Manager, Exchange).
- Strong knowledge of API-led connectivity, REST, SOAP.
- Experience with monitoring tools (Datadog, Any point Monitoring).
- Familiarity with DevOps tools like Git.
- Managing all types of reports (Weekly/Monthly) and represents to the Higher management/Clients.
- Performing Internal Project Audit across Team.
- Managing Team performance and process improvement.
- Handling Scrum calls and deployment Plans (Plutora)
Lead Engineer (Incident Manager)
Infosys Technologies Vendor Experis IT
07.2022 - 01.2023
- Work closely with applications, network and infrastructure Teams to gather details regarding incidents impacting higher volume clients.
- Proactively monitoring systems, identifying potential issues, and managing the end-to-end incident response process.
- Serving as the central point of contact for high-priority incidents, leading bridge calls, and directing response efforts
- Providing regular updates to stakeholders, management, and users regarding incident status and estimated resolution times.
- Ensuring incidents are documented, categorized, and resolved according to company protocols and ITIL best practices.
- Leading post-incident reviews to identify the root cause, documenting lessons learned, and implementing measures to prevent recurrence.
- Assigning appropriate technical staff to resolve incidents efficiently.
- Fast decision-making ability to restore services quickly.
- Perform regular review of incident and problem metrics, perform trend analysis on behalf of high-volume clients.
- Plan, coordinate and carry out Production Changes and review it
- Accountable for the availability, performance, capacity and maintenance of the technology services.
Sr. Consultant (Salesforce Admin)
Cloudmoyo India PVT Ltd
05.2016 - 06.2021
- Lead and priorities the Application Support team’s workload.
- User management: Profiles, Roles and Account creation and management.
- System Configuration: Fields and Layouts.
- Import/Export (Data loader) and maintaining data integrity using validation rules.
- Sharing rules and OWD (Organization-Wide Defaults).
- Designing processes to reduce manual tasks.
- Installing and configuring 3rd party integrations.
- Troubleshooting, training and support within Team.
- Run System backup and recovery & Monitoring System performance.
- Develop, co-ordinate and promote the effective functioning of Incidence/problem management activities across all support teams.
- Contribute to the planning of application/infrastructure releases and configuration changes.
- Provide Functional & Technical leadership
- Interact with internal teams, QA/Development & Database to trouble shoot and resolve complex Issues.
- Design, Develop & Execute Test Cases to find the BUGS and Fix them by coordination with DEV Team.
- Provide input to administering and maintaining all production and internal environments.
- Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management).
- Hands-on working experience on Selenium application for Testing.
Sr. System Engineer
Wipro Technologies
09.2015 - 04.2016
Sr. Technical Support Eng ,Service Desk Management
Tech Mahindra Limited
06.2014 - 08.2015
- Act as a single point of contact for phone calls and emails from end users regarding IT issues and queries.
- Receiving, logging and managing calls from Employees via telephone and email.
- Maintaining an Asset Database and track changes.
- 1st and 2nd line support troubleshooting of IT related problems from in house software to and hardware’s, such as Laptops, PCs and Printers.
- Troubleshoot basic network issues such as LAN /WAN/DNS/DHCP issues.
- Escalate unresolved calls to the infrastructure support team.
- Log all calls in the Service Desk Call Logging system (Service Now).
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
- To maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
- Basic knowledge of IIS server 6.0.
Technical Support Engineer
Cybage Software Private Limited
02.2012 - 04.2014
- Creating Daily Home Page Programming for Vodafone Website using Tool.
- Troubleshooting Web servers & Website issues.
- Monitoring & Managing Disk Space on servers.
- Performing Device Profiling & Cricket match scheduling on Vodafone website.
- Updating Antivirus Engine on servers.
- Find out about the Bug using Visual Studio Team Foundation (Bug logging tool).
- MOM server Administration.
- Configuration & troubleshooting of web servers (IIS).
- Monitoring SQL backup jobs daily/weekly/monthly.
- Writing Basic SQL Queries and Execution.
- Creation Database and scheduling SQL Jobs.
- Working on IIM consoles.
- Working on Performance Monitoring Tool.
- Creating Daily/Weekly IIS & Counter logs reports.
Service Desk Engineer
Syntel LMT
09.2010 - 01.2012
- L1 & L2 Type issues, troubleshooting.
- Desktops Troubleshooting (Win XP, Vista).
- Application support and Troubleshooting.
- Incidence/Problem Management with Service Now.
- Troubleshooting Network related issues.
- Installation and Configuration of applications/Software is like Genesis etc.
- Install and configuration of wireless connectivity.
- Worked on anti-viruses like: Quick Heal, EScan etc.
- Troubleshooting OS related issues.
- Installing Patches etc.
- Providing telephonic/Email/WeChat support to the customers.
Education
Bachelor of Engineering (B.E.) - Computer Science and Engineering
DKTE Engg Institute
Ichalkaranji, India 04.2001 -
Diploma In Computer Technology -
Govt Polytechnic Solapur
Maharashtra 04.2001 -
Skills
Mulesoft Integration Support
Salesforce admin
Gen AI 101
Technical / Application Support
Service Desk
Incidence Management
Change Management
Operation Management
ITIL V3 Foundation
PRINCE2 Foundation
Service Now
Desktop Support
Active Directory User Management
Certification
ITIL V3 Foundation Certified
Timeline
Lead Mulesoft & Salesforce Engineer
NTT Data Services
01.2023 - Current
Lead Engineer (Incident Manager)
Infosys Technologies Vendor Experis IT
07.2022 - 01.2023
Sr. Consultant (Salesforce Admin)
Cloudmoyo India PVT Ltd
05.2016 - 06.2021
Sr. System Engineer
Wipro Technologies
09.2015 - 04.2016
Sr. Technical Support Eng ,Service Desk Management
Tech Mahindra Limited
06.2014 - 08.2015
Technical Support Engineer
Cybage Software Private Limited
02.2012 - 04.2014
Service Desk Engineer
Syntel LMT
09.2010 - 01.2012
Bachelor of Engineering (B.E.) - Computer Science and Engineering
DKTE Engg Institute
04.2001 -
Diploma In Computer Technology -
Govt Polytechnic Solapur
04.2001 -
Personal Information
- Date of Birth: 1st Aug 1983
- Gender: Male
- Marital Status: Married
- Availability: Pune, Bangalore/Hyderabad/out of India/any
Preferred Location
- Pune
- Bangalore
- Hyderabad
- Out of India
- Any
Personal Information
- Date of Birth: 1st Aug 1983
- Gender: Male
- Marital Status: Married
- Availability: Pune, Bangalore/Hyderabad/out of India/any