Amit Kumbhar
Service Delivery Manager/Technical SME
Pune,Maharashtra
Summary
15+ years of work experience in Information and Technology. Aim is to maximize and enhance my skills to better serve for the progress of the organization. I am receptive to new situations and I tackle tasks with enthusiasm and a positive attitude.
Service delivery professional with proven track record in managing complex projects and improving client satisfaction. Skilled in resource allocation, process optimization, and risk management. Focused on fostering team collaboration and aligning with organizational goals to drive success. Known for flexibility in adapting to changing needs and consistently delivering results.
Overview
16
16
years of professional experience
1
1
Certification
1
1
Language
Work History
Service Delivery Manager
Zensar Technologies Pvt Ltd
Pune
09.2015 - Current
- Started as technical support Engineer and currently working as a Service Delivery Manager for the US bases client account. Managing the operations team which is supporting client's Messaging, M365 and Unified Communications services. Leading a team which consists of technical Leads and the technical support engineers.
- On Technical front, working as the Lead SME, managing end-to-end administration of Messaging Environment which comprises of Exchange Online environment with a hybrid set up with Exchange On-Premise servers. In Addition to this, managing the other related services like Fax2Mail, MS Teams, Intune for Mobile, Proofpoint email gateway, AWS infrastructure, Azure Active directory, Powershell, Automation.
- Acting as a client advocate and a point of escalations for client service delivery needs.
- Coordinating internally across Zensar with cross-functional teams to ensure the relationship and services levels are achieved. Provides guidance within Zensar's operational teams to ensure clients have an exceptional experience with the technology solutions we provide and that contractual obligations are met.
- Building relationships across the client's organization to confirm the right level of participation across IT and the business to drive success and achieve the client's outcomes.
- Maintaining and improves CSAT through optimizing service quality and end-to-end client experience.
- Deliver, execute, and monitor continuous service improvement (CIS) plans across all Zensar operational delivery.
- Promote a culture of continuous improvement, learning, and innovation within the team and organization.
- Managing critical client issues/incidents via an ITSM based approach, communicating the client's expectations, and ensuring coordination across the Zensar team to deliver.
- Drafting, editing SOW for contracts and contract renewals.
- Providing executive level communication for critical business impacting events, account updates, and service improvement plans.
- Initiating Continuous listening and Client Engagement surveys. Planning and executing the action plans based on the client feedback.
- Organizing the service review meetings and presenting the operational, performance and quality dashboards to the client.
- Ensure adherence to quality standards and best practices in project management.
- Documenting and maintaining artifacts required for internal and external quality audits.
- Co-ordinating with different internal Zensar teams like HR, Talent Acquisition, Practice Team, Finance Team.
- Supporting Exchange Online, Exchange On-Premise, Proofpoint Email Protection, Fax2Mail, Azure Active directory, Azure Automation, Intune MDM.
- Planning and execute changes in the environment.
- Provide technical guidance to the team members in technical support.
- Carrying out routine activities like security patch updates, product updates, certificate updates.
- Managing and Troubleshooting Proofpoint email gateway for email hygiene.
- Managing and Troubleshooting Proofpoint email gateway for application relay.
- Email Failure/NDR analysis & problem resolving.
- Escalating the calls to vendor whenever required.
- Handling and resolving escalated, complex and long pending issues.
- Analyze reports & recommend changes to process/technology where ever required.
- Providing Technical and Process training to new joiners.
- Co-ordinate with the appropriate teams for call resolution for high severity or escalated calls.
- Assisting service desk teams in day to day troubleshooting of Messaging issues.
- Automating routing tasks by leveraging PowerShell scripts and integrating with different tools like Azure, Snow etc.
- Working knowledge and experience of Conditional Access policies, Compliance policies and Application Registration in Azure.
UCC office 365 – Sr. Administrator
Maersk Global Service Pvt Ltd
07.2012 - 04.2014
- Supporting Exchange based mailing system for client. It includes administering Exchange 2013 and O365 based mail environment. It requires me to provide day-to-day technical support and administration of the technology infrastructure for Mail and Messaging.
- Provide day-to-day technical support and administration of the technology infrastructure for Mail and Messaging.
- User Email ID Creation and Management in Active Directory.
- Distribution Groups Creation and Management.
- Email Failure/NDR analysis & problem resolving.
- Performing Mail/Mail-enable Operations for AD Object for SMTP stamping.
- Managing Mailbox quota on Exchange.
- Managing Exchange Online Protection
- Mailbox Movement from one database to another.
- AD Contact Creation in the system.
- Managing recipient Limits for users/Distribution list/Shared Mailbox/Resource Mailbox.
- Tracking the mails using mail tracking tools to resolve the mail flow/mail delay issues.
- Resolve user configuration / authentication issues.
- Provide resolution to request/issues which is quick/easy/simple.
- Escalating the calls to vendor whenever required.
- Analyze reports & recommend changes to process/technology where ever required.
- Providing Technical and Process training to new joiners.
- Creating MRM policies for mailboxes.
- Creation and Management of ActiveSync policies.
- Developing power shell scripts as and when needed to automate task.
- Co-ordinate with the appropriate teams for call resolution for high severity or escalated calls.
- Day to day troubleshooting of Outlook issues; Administration of mailboxes and user accounts.
PC Server Support Engineer
Cable & Wireless Worldwide
Pune
09.2010 - 07.2012
- Managing and supporting server infrastructure.
- Supporting system software, applications related issues.
- Efficiently maintaining IT infrastructure on site.
- Maintaining ADS for user accounts as well as GPO.
- Configuring and troubleshooting systems with the help of remote tools.
- Managing and maintaining Symantec Endpoint Protection Server.
- Managing and troubleshooting mail clients
- Creating Symantec Ghost images for desktop systems for fast OS deployment.
- Troubleshooting internet connectivity problems as well as LAN.
- Maintaining system integrity by deploying security patches with help of WSUS.
- Managing the IT asset database.
- Efficiently monitoring server environment through Net IQ.
- Working on Advent Net Manage Engine Helpdesk application.
- Working in coordination with Network team for LAN and WAN issues.
- Support for email related issues
- Maintaining backup tapes
- Monitoring datacentre
Desktop Engineer
Teamlease service Pvt Ltd
Pune
10.2009 - 09.2010
- Supporting system software, applications and hardware related issues.
- Remote Support through Dameware.
- Managed Active Directory Server for account management.
- Maintained Security of Systems by implementing Antivirus Software and updates.
- Installation & Configuration of MS Outlook and other mail clients.
- Provided internet access, troubleshooting internet connectivity problems.
- Managed the asset database system, Maintained SLA etc.
- Coordination with LAN, Telecom, Network and Server teams for Incident management.
- Interaction with Client IT for critical issues.
Education
BE - E&TC
Pune University
Skills
Service level agreement management
Incident investigation
Training and coaching
Resource allocation
Mentoring and training
Workload management
Quality monitoring
Operations support
Customer satisfaction
Incident management
Performance improvement
Client relationship management
Service level agreement management
Certification
ITIL Foundation V3, 70-346, 70-347, MS-100, MS-101, AZ-104, PL-100, AZ-305
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Timeline
Service Delivery Manager
Zensar Technologies Pvt Ltd
09.2015 - Current
UCC office 365 – Sr. Administrator
Maersk Global Service Pvt Ltd
07.2012 - 04.2014
PC Server Support Engineer
Cable & Wireless Worldwide
09.2010 - 07.2012
Desktop Engineer
Teamlease service Pvt Ltd
10.2009 - 09.2010
BE - E&TC
Pune University
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