BHUSHAN SAWAL
Mumbai
Summary
Seasoned IT professional with 10 years experience in Service Delivery, Operations, and ITIL processes. Proven ability to lead teams, drive operational excellence, and ensure service quality. Skilled in Incident, Problem, and Change Management and Project Management with a focus on automation and continuous improvement.
Overview
11
11
years of professional experience
Work History
Network Operations Team Lead
Brennan
09.2023 - Current
- Led team of 15+ network and security support engineers (Level 1-3) for optimal service delivery
- Implemented automation initiatives to reduce low-severity incidents and prevent high-severity incidents, enhancing resource utilization
- Continuously improved service delivery efficiency, ensuring high-quality ticket handling through client satisfaction (CSAT) metrics
- Managed risk, problem, scope, change, and major incident management within TAT while adhering to SLAs, lead Problem Reviews of Critical Incidents
- Developed and implemented strategies to build team effectiveness, promoting collaboration and achieving daily, weekly, and monthly targets and ensure reports are created to high standard and delivered in timely manner
- Maintained service documentation according to ISO-ISMS standards (ISO 27000) for NOC accuracy and quality
- Identify focal points and lead root cause analysis investigations to successfully identify causes of problems that impact Availability of services
- Work with cross functional teams (application, production support and infrastructure) to determine effective long-term remediation and/or a permanent fix
- Ownership for IR, RCA, SIP activities.
Team Lead - Operations and Delivery
Orange Business
07.2019 - 09.2023
- Effectively managed operations by applying ITIL best practices
- Adept in managing Incident Management, Problem Management and Change Management tasks according to respective life cycle
- Managed daily operations of technical team, ensuring efficient service delivery and compliance with organizational standards
- Create and manage Service Improvement Plans for chronic incidents and drive continuous improvements with technology teams for root cause investigations
- Led and managed transition and transformation projects with customer-centric approach
- Drove innovation for products and services through business commercials on service contracts thus helping in additional revenue
- Led pilot project for automated ticket handling (Moogsoft), reducing FTE by 25% for one major account and ensuring smooth implementation for others
- Maintained service documentation according to ISO-ISMS and SMS standards (ISO 27000/ISO 20000)
- Delivered monthly service review presentations presenting trend analysis to clients for continuous improvement.
Assistant Manager
Global Cloud Xchange
07.2017 - 05.2019
- Experience in end-to-end operation of Incident Management Process (BAU)
- Proactive analysis – Define problem areas and develop strategic efforts across all levels of priority/severity
- Apply RCA lessons learned across technology environment
- Ensure problem records are accurate and progress through Problem Management process in timely and prioritized fashion
- Responding to and dealing with High Severity incidents to identify issue and restore service within shortest possible timeframe and ensure SLA is maintained above 90 % as agreed.
- Minimize disruption to business by efficient identification of incident causes, determine right course of actions for incident closure with collaboration of IT teams and business partners to provide best possible service.
Network Engineer
HCL Technologies LTD
09.2015 - 07.2017
- Implementing, managing, and troubleshooting Network Infrastructure viz. Cisco 7606, 7609, ASR 1002 Core routers and configuring 1900, 1800 Series routers
- Remote and physical Installation and management of DC Infrastructure (Nexus 7k, Nexus 3k, Cisco 7600 series routers) for greenfield installations.
- Experience working on BGP, OSPF, MPLS link troubleshooting, RSTP, HSRP.
NOC Engineer
Tikona Digital Networks Pvt. Ltd
12.2014 - 07.2015
- Monitor and manage network elements like Cisco 3400 and 4948 Switches, Cisco ASR 9K, Cisco 7609 Routers, Zone Directors, Access Points, CPEs
- Assisting senior engineers with physical installation of routers, switches, servers in DC during migration.
NOC Engineer
Tulip Telecom
10.2013 - 09.2014
- ILL and DC Routers device monitoring, following up with various Service Providers.
Education
B.E. (Electronics and Telecommunications), First - Electronics And Telecommunications
Mumbai University
Mumbai05.2013
Skills
- ITIL 4 Foundation
- Incident Management
- Change Management
- Problem Management
- ISO 27001 ISMS
- Lean Six Sigma Yellow Belt
- Team Management
- CCNP Routing and Switching
- Cisco Meraki ECMS 2
Websites
Accomplishments
- Applauded with monthly recognition for driving and closing a globally impacting vulnerability incident over 72 hours in Brennan.
- Driven and closed initiatives for increase in ARR by offering additional services viz. AAA migration, enhanced monitoring to generate an additional revenue of €250K to existing customers in Orange.
- Successfully implemented the ISO - ISMS and QMS standards and cleared Internal and External ISO 27000 / ISO 20000 process audits in two major projects in 2022 and 2023 with zero NC.
- Awarded for being a consistent performer with Orange awards since 2020 (Spark, Flare) for achievements and outstanding performance which has garnered customer appreciation as well.
Languages
English
Marathi
Hindi
Timeline
Network Operations Team Lead
Brennan
09.2023 - Current
Team Lead - Operations and Delivery
Orange Business
07.2019 - 09.2023
Assistant Manager
Global Cloud Xchange
07.2017 - 05.2019
Network Engineer
HCL Technologies LTD
09.2015 - 07.2017
NOC Engineer
Tikona Digital Networks Pvt. Ltd
12.2014 - 07.2015
NOC Engineer
Tulip Telecom
10.2013 - 09.2014
B.E. (Electronics and Telecommunications), First - Electronics And Telecommunications
Mumbai University
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