ANIKET BHALERAO
Operations lead
Ghatkopar,Mumbai
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
Work History
Operations lead - Incident Management
Zeta
11.2023 - Current
- Company Overview: Payroll- Msys Technologies Ltd
- Leading a team of system associates , which is responsible for handling the incidents for multiple projects of zeta.
- Led cross-functional incident response efforts, coordinating with engineering, operations, and support teams to resolve critical system outages and service disruptions.
- Spearheaded major incident response for real-time payment platforms systems, ensuring swift containment and resolution of high-severity (Sev 0/1/2) issues.
- Led cross-functional war rooms involving engineering, infrastructure, compliance, to manage incidents with potential financial and regulatory impact.
- Maintained clear, timely stakeholder communications during incidents-including internal leadership and external partners (e.g., payment processors, banks).
- Maintained clear, timely communications during incidents-including internal leadership.
- Reduced mean time taken to engage (MTTE) through improved runbooks, proactive monitoring , and automation of incident workflows.
- Payroll- Msys Technologies Ltd
System Operations Associate
Zeta
09.2022 - 10.2023
- Company Overview: Payroll- Executive81
- Own and drive key incident management metrics including Mean Time to Acknowledge (MTTA) and Mean Time to Engage (MTTE), ensuring timely response and engagement of resolver groups.
- Issue initial acknowledgments promptly and take full ownership of incidents until handoff or resolution, ensuring accountability throughout the lifecycle.
- Correlate alerts and logs from multiple sources (e.g., monitoring tools, ticketing systems) to form a holistic view of the incident, enabling quicker triage and resolution.
- Proactively engage relevant On-Call teams, acting as the bridge between detection and resolution while maintaining continuous communication.
- Escalate high-impact incidents to the Incident Commander and other stakeholders based on defined escalation matrix and severity levels.
- Maintain clear, concise, and timely incident updates to leadership, ensuring transparency during major outages or service degradation.
- Payroll- Executive81
Application Support Engineer
Reliance Retail Limited
12.2018 - 12.2021
- Company Overview: Payroll- Quess - Corp Ltd
- Provided first-level support for critical retail applications, ensuring high availability and timely resolution of application issues across stores and back-office operations.
- Acted as the initial point of contact for application incidents, performing basic troubleshooting, log analysis, and escalating unresolved issues to L2/L3 support teams.
- Documented standard operating procedures (SOPs) and frequently encountered issues to streamline future support efforts and improve knowledge sharing.
- Payroll- Quess - Corp Ltd
Education
Bachelor of Engineering - Computer Science
University of Mumbai
04.2001 -
Skills
Monitoring Tools: Prometheus
Monitoring Tools: Grafana
Alerting & Incident Platforms: Opsgenie
Log Analysis: Kibana
Ticketing Tools: JIRA Service Management
Ticketing Tools: HPSM
Incident Management Lifecycle
MTTA ownership
MTTR ownership
MTTE ownership
Escalation Management
SLA adherence
SLO adherence
Strong verbal communication
Strong written communication
Timeline
Operations lead - Incident Management
Zeta
11.2023 - Current
System Operations Associate
Zeta
09.2022 - 10.2023
Application Support Engineer
Reliance Retail Limited
12.2018 - 12.2021
Bachelor of Engineering - Computer Science
University of Mumbai
04.2001 -