Bonifas Mendis
Pune
Summary
Dynamic Project Manager with over 13 years of experience in IT service delivery, project coordination, and enterprise platform implementations. Expertise in leading ServiceNow initiatives such as SPM, SAM, and ITOM, ensuring successful project delivery through effective stakeholder engagement and process optimization. A strong foundation as an IT Service Desk Lead enhances understanding of ITSM, service operations, and resource management across diverse sectors including Travel & Hospitality, Healthcare IT, eLearning, Energy, and Utilities. Recognized for driving operational efficiencies and enhancing productivity by fostering teamwork and adapting to evolving project requirements while consistently delivering business value through innovative technology solutions.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Project Manager
Hadron GBS
01.2026 - Current
- Current Responsibilities:
- Recent Project Details: ServiceNow Demand Management
- Role: Project Manager
- Responsibilities:
- Experience in IT Service Management, Service Delivery, and ServiceNow Demand Management across enterprise environments.
- Extensive experience managing end-to-end demand lifecycle, including demand intake, assessment, prioritisation, backlog alignment, and governance.
- Strong understanding of ServiceNow platform capabilities, including ITSM, ITOM/CMDB, HRSD, and CSM modules.
- Experienced in working within large-scale ServiceNow environments and Centre of Excellence (CoE) operating models.
- Proven expertise in managing stakeholder demand pipelines and aligning business requests with platform capabilities and delivery capacity.
- Skilled in facilitating demand review forums, backlog prioritisation cycles, governance discussions, and decision tracking processes.
- Worked closely with Service Delivery Managers, Architects, Business Analysts, and technical teams to ensure effective demand shaping and delivery alignment.
- Strong ability to capture, analyse, refine, and challenge business requirements to ensure clarity, feasibility, and business value.
- Experienced in backlog health monitoring, demand ageing analysis, prioritisation, conflict resolution, and delivery timeline alignment.
- Hands-on experience in workflow-driven service environments with exposure to Agile and hybrid delivery methodologies.
- Skilled in reporting and dashboard management for demand pipeline visibility, prioritised backlog tracking, and delivery progress monitoring.
- Contributed to continuous improvement initiatives, including intake process standardisation, backlog optimisation, and demand governance enhancements.
- Strong stakeholder management, communication, and coordination skills across technical, operational, and business teams.
- Experienced in handling escalations, managing competing priorities, and ensuring smooth flow of demand into delivery pipelines.
- Knowledge of ServiceNow governance frameworks, service delivery operations, and enterprise support processes.
- Recent Project Details: ServiceNow SPM, ITOM, SAM PRO Implementation
- Role: Project Manager
- Responsibilities:
- Coordinated and supported cross-functional teams during the Agile implementation of ServiceNow modules, helping ensure deliverables were completed on time and within theagreed scope, while assisting the Project Manager in tracking approvals for new project requests.
- Supported resource coordination by tracking team availability, skills, and assignments, and providing inputs to the Project Manager based on project complexity and delivery needs.
- Coordinated and facilitated Scrum ceremonies, including Daily Stand-ups, Sprint Planning, Sprint Reviews, and Sprint Retrospectives, ensuring effective scheduling, participation, and documentation.
- Performed end-to-end Sprint tracking and reporting in collaboration with the Project Manager, supporting retrospective analysis and identifying opportunities for process improvement across teams.
- Maintained and updated risk, issue, and dependency logs, proactively identifying potential risks and supporting communication of mitigation actions to stakeholders and delivery teams.
- Supported adherence to ITIL best practices and Agile/Scrum methodologies, contributing inputs toward the continuous improvement of internal delivery standards and processes.
- Assisted in identifying behavioural and process changes required for successful transformation initiatives, coordinating closely with leadership and delivery teams to support alignment with project objectives.
- Coordinated with external contractors and vendors, supporting engagement activities, tracking deliverables, and ensuring timely communication across project workstreams.
- Prepared, maintained, and distributed project documentation, including weekly status reports, requirement documents, meeting minutes, and user manuals, ensuring accuracy and consistency.
Staff Technical Support Analyst (Team Lead)
BMC Software PVT LTD.
12.2019 - Current
- Roles & Responsibilities:
- Oversee the daily operations of the IT Service Desk, ensuring efficient delivery of technical support and high levels of end-user satisfaction.
- Audit support tickets regularly in our ITSM platform (e.g., ServiceNow, Jira, or BMC Remedy) to maintain accuracy, consistency, and compliance with ITIL standards.
- Monitor SLAs and KPIs, generating detailed reports and dashboards for leadership to track service performance and identify areas for improvement.
- Manage and maintain project documentation, including Standard Operating Procedures (SOPs), Statements of Work (SOWs), Knowledge Base articles, and internal process guides.
- Lead the interviewing and hiring process for Service Desk analysts, collaborating with HR and management to bring in skilled team members aligned with team goals.
- Train and mentor team members, delivering onboarding programs and continuous training to ensure technical proficiency and excellent service delivery.
- Act as the primary escalation point for complex or high-priority incidents, working cross-functionally with infrastructure, applications, and security teams to resolve issues efficiently.
- Facilitate regular team meetings and 1:1 check-ins, offering feedback, setting goals, and fostering a collaborative and accountable team culture.
- Support IT projects and rollouts by coordinating service desk readiness, communication planning, and end-user support resources.
- Ensure all documentation and procedures remain current, compliant, and aligned with internal policies and external audit requirements.
- Conducted root cause analysis to identify recurring problems and proposed effective remedies.
- Established best practices for support protocols, ensuring consistent service delivery across teams.
- Led initiatives to streamline support workflows, reducing response times for customer queries.
- Mentored junior analysts in problem-solving techniques and customer service excellence.
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
- Resolved complex technical issues for clients, enhancing overall system performance.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
Technical Support Engineer
Mind Tickle Interactive Media
03.2019 - 11.2019
- Key Responsibilities
- Serve as the first point of contact for users experiencing issues with the Sales Readiness Platform.
- Log, track, and resolve user-reported incidents and service requests through the ticketing system.
- Perform basic troubleshooting related to user access, content delivery, system navigation, and platform integrations.
- Guide users on platform features, functionality, and best practices.
- Escalate complex technical issues to Level 2 or development teams with detailed documentation.
- Collaborate with cross-functional teams to ensure timely incident resolution and user satisfaction.
- Maintain and update knowledge base articles and user documentation to support self-service efforts.
- Resolved technical issues for clients using troubleshooting tools and systems.
- Provided timely support through various communication channels, ensuring client satisfaction.
- Documented and tracked support tickets to maintain accurate records and follow-ups.
- Collaborated with cross-functional teams to enhance product functionality based on user feedback.
- Assisted in developing training materials for new team members on support processes.
- Implemented process improvements that increased efficiency in handling support requests.
Sr. Systems Engineer -IT Service Desk
Cognizant Technology solutions
04.2017 - 03.2019
- Key Responsibilities
- Support and mentor the L1 Service Desk team by providing technical guidance and troubleshooting assistance on escalated issues.
- Manage and maintain core IT systems, including Active Directory, Office 365, and network services relevant to L1 operations.
- Collaborate with the Service Desk to optimize incident response workflows and improve ticket resolution times.
- Assist with routine system administration tasks, patch management, and user account management to support L1 operations.
- Develop and update knowledge base articles and SOPs to empower L1 agents with better troubleshooting resources.
- Serve as a technical escalation point for L1 incidents, ensuring timely and effective resolution.
- Led cross-functional teams to address complex technical challenges and improve project outcomes.
- Conducted thorough system assessments to identify vulnerabilities and ensure compliance with industry standards.
- Mentored junior engineers, providing guidance on best practices and fostering professional development.
- Collaborated with stakeholders to define project requirements and align technology strategies with business goals.
- Evaluated emerging technologies to recommend innovative solutions that drive operational efficiency.
- Spearheaded initiatives focused on optimizing resource allocation and enhancing overall system reliability.
- Collaborated with cross-functional teams to deliver innovative solutions for business needs.
- Led successful system upgrades by creating detailed implementation plans and coordinating resources effectively.
Technical Support Executive
Cybage Software Pvt. Ltd.
01.2013 - 03.2017
- Key Responsibilities:
- Provided Tier 1 and Tier 2 technical support for end-users, resolving hardware, software, and network issues across Windows and macOS environments.
- Responded to support tickets via [ServiceNow/Zendesk/Jira/etc.], maintaining high levels of customer satisfaction through efficient troubleshooting and resolution.
- Installed, configured, and maintained desktops, laptops, printers, mobile devices, and peripheral equipment.
- Assisted with user account administration in Active Directory, including password resets, access permissions, and group policy updates.
- Guided users through troubleshooting steps and documented solutions in the internal knowledge base to improve issue resolution time.
- Collaborated with infrastructure and application teams to escalate and resolve complex technical issues.
- Ensured compliance with IT security policies and participated in audits and inventory checks of IT assets.
- Conducted onboarding for new employees, including setup of workstations, email accounts, and system access.
- Trained end-users on tools and systems such as Microsoft Office, VPNs, and collaboration software (Skype).
- Contributed to continuous improvement initiatives by identifying recurring issues and proposing preventive solutions.
- Resolved customer inquiries through troubleshooting software and hardware issues.
- Provided timely support for application-related queries, enhancing user satisfaction.
- Documented technical processes and solutions in knowledge base for future reference.
- Collaborated with cross-functional teams to address product-related challenges effectively.
- Trained new team members on support protocols and best practices for customer interaction.
- Led initiatives to streamline ticket resolution process, reducing average response time significantly.
- Analyzed recurring issues to recommend improvements in product functionality and support processes.
Project Manager
BMC Helix ITOM Implementation
01.2026 - Current
- Responsibilities:
- Coordinated end-to-end project activities, ensuring timely delivery of BMC Helix ITOM implementation milestones.
- Managed project schedules, tracked risks, dependencies, and action items to support successful execution.
- Facilitated communication between stakeholders, technical teams, and leadership to align project objectives.
- Organized project meetings, documented key decisions, and monitored progress against deliverables.
- Supported resource planning, status reporting, and project governance activities.
- Assisted in requirement gathering, change management, and implementation planning.
- Maintained project documentation and ensured adherence to project management best practices.
- Contributed to issue resolution and escalation management, minimizing delivery risks and delays.
- Key Achievement:
- Successfully coordinated the implementation of BMC Helix ITOM, enabling improved IT operations visibility, monitoring, and service management capabilities.
Education
Masters In Computer Science - Computer Science
Pune University
Pune10-2015
Bachelors in Computer Science - Computer Science
Pune University
Pune10-2012
Higher Secondary Certificate (HSC) -
Maharashtra Board
Pune02-2009
Secondary School Certificate (SSC) -
Maharashtra Board
Pune03-2007
Skills
- Project Management
- Demand Management
- Stakeholder Engagement & Communication
- Agile & Waterfall Methodologies
- Budgeting & Forecasting
- Risk Mitigation & Issue Management
- esource Planning & Allocation
- Project Planning & Delivery Management
- Cross-Functional Collaboration
- Team Leadership & Staff Management
- Project planning
Certification
- ITIL V4 certified
- Certified project management professional
- Certified scrum master
Disclaimer
Date: 2025-12-17 Place: Pune
Timeline
Project Manager
BMC Helix ITOM Implementation
01.2026 - Current
Project Manager
Hadron GBS
01.2026 - Current
Staff Technical Support Analyst (Team Lead)
BMC Software PVT LTD.
12.2019 - Current
Technical Support Engineer
Mind Tickle Interactive Media
03.2019 - 11.2019
Sr. Systems Engineer -IT Service Desk
Cognizant Technology solutions
04.2017 - 03.2019
Technical Support Executive
Cybage Software Pvt. Ltd.
01.2013 - 03.2017
Masters In Computer Science - Computer Science
Pune University
Bachelors in Computer Science - Computer Science
Pune University
Higher Secondary Certificate (HSC) -
Maharashtra Board
Secondary School Certificate (SSC) -
Maharashtra Board