GANESH NIGADE

• Directs Operations Across Functions
• Guides Application Support, DevOps, and Cloud Ops teams to ensure seamless collaboration and goal alignment.
• Drives Deployments & Releases
• Oversees UAT and Production deployments, enforces CAB compliance, and ensures timely delivery for key applications.
• Ensures Process & SLA Adherence
• Implements incident/change management processes, monitors SLA compliance, and pushes for process maturity.
• Leads Automation & CI/CD Initiatives
• Orchestrates pipeline optimization, cleanup, and automation projects (e.g., SonarCloud integration) through DevOps engineers.
• Manages Azure Cloud Operations
• Supervises Azure infrastructure health, patching, maintenance, disaster recovery readiness, and security alert response.
• Optimizes Resource Utilization
• Allocates manpower, ensures backup coverage, and promotes cross-training for operational resilience.
• Reporting & Communication
• Consolidates operational updates, automation progress, and deployment status for stakeholders.

IT Service Manager Role

• Virtual Directory Service Application portfolio manager (Platform upgrade, Vulnerability management, DR tests, Platform Backup, Security Patching, Major incidents engagement, Vendor service review, VDS change\incidents\problem reviews & approvals, Business Impact Assessment KB renewals).
• Middleware support team Service manager (Critical Patching, Vendor Service Review, Middleware change\incidents\problem reviews, Major incidents engagement).
• Technology Infrastructure vulnerability management (This forum is run to address all the platform (Unix\Windows server\Client OS\Citrix\Storage\Cisco) vulnerabilities, we manage the forum ensuring all the vulnerabilities are addressed by the respective portfolio managers and report is shared with TI management team).
• An effective communicator with strong relationship building, presentation & decision-making skills with proficiency in grasping new technical concepts quickly and utilizing the same in a productive manner.
• Demand Management: Lead the demand function for Remediation/Upgradation of EOL/EOS Infra Portfolios.
• Technology Infrastructure operations dashboard\ITBPR (Responsible for collating Weekly\Monthly statistics for all the Technology Infrastructure teams and a quarterly deck for holistic view of Technology Infrastructure of overall performance to Optus Leadership).
• Technology Infrastructure change review (Technology Infrastructure Change Review (TICR) is a forum that has been assembled to review changes involving TI Teams. Scope of changes include TI supported infrastructure and apps. India team manages this forum End to End.
• INBUILT Asset Compliance Project - Operational Acceptance\Onboarding INBUILT vulnerable assets. Decommission of assets not in use. Acceptance testing completion of INBUILT project managed assets.
• Overall TI Service and process improvement.
• Technology Infrastructure Patching\Cyber risk report review\preparation (India team is solely responsible to review\prepare Patching\Cyber risk reports every month which are further shared with Infosec team to be presented to Optus Management team, these reports give holistic view on Monthly Patching and overall updated configuration management and details around the critical attributes of CIs).
• Technology Infrastructure Platform Migration to Cloud (Involvement in migration (Cloud solution Azure) projects starting Q4 2023).
• Experience in managing Windows\Unix Server, Middleware(Weblogic), Directory Services, ETL Batch Ops, Major Incident Engagement, Change management, Problem Management, Infra Cyber Security Posture Improvement.
• Collaborated with the Delivery Leads, Infrastructure Engineers and SMEs, IT Engineers and Architects for execution of IT Infra projects.
• Assist in the planning, design, testing, troubleshooting, and deployment of physical and virtual server environments and workstations.
• Assisted with implementation of Windows Update Services server which greatly reduced administrator overhead for routine patching and security analysis duties.
• Envisioned and implemented the technical roadmap, led all aspects of technology - design, development, integration and deployment of products and implement them across Web, API and Mobile platforms.
• Ensured Service Level Agreement (SLA) adherence, established a 24X7 handover mechanism, mandatory escalation metric and delivery support based on Information Technology Infrastructure Library (ITIL) & Capability Maturity Model Integration (CMMI) methodologies.
• Database/Server Compute (Windows Server/Unix Server) Portfolio Manager: Service delivery of DB and Server Compute via managing Vendor support.

• Managing IT Operations teams responsible for supporting Global Batch Operations\Development Tools as an L1 function. Managing 45 engineers spread out in these teams in a 24/7 operations model.
• Spearheading IT Operations team (NOC) responsible for supporting Batch Operations as an L1 function. Managing the 24/7 team of 14 engineers. Additionally, also managing the NOC Engineering team.
• Leading multiple internal and vendor teams effectively, managed deliverables and outcomes through multiple managed service providers.
• Contributing to formulation of strategies for IT project leadership and other functional areas.
• Establishing strong partnerships with those vendors to set clear expectations.
• Cooperating with third party service provider an IT infrastructure that is suitable for the group to access and using their business applications
• Developing the reporting for vendor performance in areas that include quality, capacity, systems and responsiveness
• Ensuring the infrastructure team is mitigating, monitoring and managing infrastructure related risks
• Working cross-functionally with Operations, Finance, and IT to define project requirements and timelines to implement various network-related projects, such as new site infrastructure deployments and technology integrations
• Automating processes for provisioning and setup of infrastructure
• Supporting and monitoring the existing infrastructure, supervising preventative maintenance and backup as well as performing other regular support activities to ensure effectiveness.

• Tech Support Analyst
• Previous Experience
• Aug'11-Nov'22 at Barclays Global Service Centre Pvt Ltd.
• Jun'09-Aug'11 at Symantec Software India Pvt. Ltd. Tech Support Analyst
• May'08-May'09 at Convergys India Services Pvt. Ltd. as Technical Support Officer
• May'07-Apr'08 at Wipro BPO as Technical Support Engineer

• Technical Support Officer

• Technical Support Engineer