Ashish Kumar Pandey
Hyderabad
Summary
Results-driven Senior System Administrator at HSBC Technology India Pvt. Ltd., with a strong focus on Change Management, stakeholder engagement, and continuous service improvement. Enabled a 32% uplift in incident management performance by driving root cause analysis and implementing targeted process enhancements. Proven track record in coaching teams, fostering collaboration, and embedding Agile practices to accelerate operational excellence, and ensure alignment with business objectives.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior System Administrator
HSBC Technology India Pvt. LTD.
Hyderabad
05.2022 - Current
- Managed the full Change Management process under ITIL guidelines, from risk and impact assessment to approvals and stakeholder communication, ensuring smooth transitions and minimal business disruption.
- Facilitated daily stand-ups, retrospectives, and sprint planning sessions, helping teams stay focused, improve collaboration, and deliver work on time.
- Improved incident management performance through structured root cause analysis and continuous process adjustments, leading to a 32% improvement in performance scores.
- Worked closely with cross-functional teams, including Product Owners, Engineering, Risk, and Compliance, to coordinate smooth change implementation and meet audit expectations.
- Drove several process improvements within Change Management, helping to reduce lead times and increase efficiency across change approvals and deployments.
- Conducted regular service reviews with stakeholders, ensuring service performance met or exceeded SLAs, and followed up on improvement areas.
- Supported new product, service, and country rollouts in collaboration with Brand Teams, ensuring readiness from an IT and operational perspective.
- Developed and maintained Change Management policies and procedures, ensuring they aligned with regulatory and organizational requirements.
- Supported team performance management by creating and tracking action plans, coaching team members, and helping them meet performance goals.
- Prepared training material and delivered onboarding sessions for new joiners, improving ramp-up time and knowledge sharing within the team.
- Built and updated tracking tools and reports for change and incident monitoring, helping improve visibility for both technical teams and management.
- Conducted Business Impact Analyses (BIA) and kept disaster recovery plans updated in line with organizational standards as part of ITSO-Delegate responsibilities.
- Maintained strong and open stakeholder relationships through regular communication, ensuring shared understanding and smooth coordination.
- Organized quarterly team-building activities and supported co-curricular engagement, helping to strengthen collaboration and team culture.
- Strong written and verbal communication skills, used consistently to produce clear documentation and maintain alignment across teams.
Service Desk Team Lead
HSBC Technology India Pvt. LTD
Hyderabad
09.2018 - 04.2022
- Enabled team performance improvement by executing targeted action plans and continuous feedback loops, fostering a growth mindset and driving individual accountability.
- Managed crisis resolution and executed Business Continuity Plans (BCP) during high-impact incidents, ensuring minimal disruption to operations and effective risk mitigation.
- Facilitated structured knowledge sharing and training sessions, enabling continuous upskilling and maintaining knowledge consistency across the team.
- Applied strong technical expertise across Windows environments, VPN connectivity, iOS device management, Active Directory, email systems, and MS Office Suite, providing hands-on support and issue resolution.
- Maintained a customer-first mindset, consistently delivering service excellence and fostering long-term stakeholder trust through proactive communication and empathetic problem-solving.
- Ensured full alignment with Service Level Agreements (SLAs), Process Level Agreements (PLAs), and Key Performance Indicators (KPIs), using data-driven insights to monitor, measure, and optimize service performance.
IT Service Desk Analyst
HSBC Technology India Pvt. LTD.
Hyderabad
09.2013 - 09.2018
Technical Service Representative
Sitel India Pvt. LTD.
Hyderabad
11.2012 - 09.2013
Interactive Social Media Advisor
24/7 Customers
Hyderabad
07.2010 - 10.2012
Education
Bachelor of Science - Computer Maintenance & Engineering
Loyola Academy Degree & P.G. College
Hyderabad04-2010
Skills
- Change Management
- Incident and Problem Management
- Agile Ceremonies (Daily Standups, Retrospectives)
- Stakeholder Relationship Management
- Team Performance Management and Coaching
Certification
Professional Scrum Master - I
ITIL V3 Foundation
Languages
Hindi
First Language
Telugu
Intermediate (B1)
B1
English
Advanced (C1)
C1
Timeline
Senior System Administrator
HSBC Technology India Pvt. LTD.
05.2022 - Current
Service Desk Team Lead
HSBC Technology India Pvt. LTD
09.2018 - 04.2022
IT Service Desk Analyst
HSBC Technology India Pvt. LTD.
09.2013 - 09.2018
Technical Service Representative
Sitel India Pvt. LTD.
11.2012 - 09.2013
Interactive Social Media Advisor
24/7 Customers
07.2010 - 10.2012
Bachelor of Science - Computer Maintenance & Engineering
Loyola Academy Degree & P.G. College
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