Ganesh Rokade
Pune
Summary
Results-driven Global Service Delivery Lead with track record of highly productive and efficient task completion. Possess specialized skills in ITIL Processes (Incident/ Problem/Change/Release/SLA management), IT Operations, Service Desk Management,client relationship building,Operational Excellence, and process optimization. Excel in communication, problem-solving, and leadership to drive team success and achieve client satisfaction.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Global Delivery Lead & Capability Lead
DXC Technology
Pune
09.2019 - Current
- Work as Capability Lead for India and Global DLM(Delivery Line Manager) for MES Proficy Application Service Line
- Responsible for the Global Row Delivery e2e at DXC Technology, supporting the P&G account for the last 4.10 years.
- Oversee daily operations globally for production and non-production environments.
- Ensure effective management of incidents, problems, change/releases, and service requests.
- Utilized expertise as Business Analyst to facilitate definition of business problems for small-scale projects through extensive research and collection of technical and non-technical information.
- Succeeded in handling challenging situations with quick decision-making abilities. Proficient in data analysis and performance metrics.
- Lead the rapid response and resolution of integration issues, minimizing impact on services and ensuring continuity.
- Lead and drive RRT/technical Bridge/EMS calls to ensure the Critical Issues are resolved and service is restored as quickly as possible.
- Participate in BPM calls (Blameless Post-Mortem) post P1 Incidents to obtain Timeline and exact chronology of the issue so as to assist Problem management team to deliver the RCA and CAPs asap.
- Implement best practices for a proactive approach to problem management and incident prevention through in depth analysis /review in the BPM calls and find out opportunities from the Observability perspective(Early Detection of issues).
- Collaboration with GICT(Global Incident Command Team) for the faster engagement of all support groups/vendors/stake holders.
- Participate in the Daily Calls for Problem management especially for BQOS/Priority 1 PRs to ensure Root Causing and CAPs are achieved through extensive review(5 WHYs Model) and the solution/permanent fix is implemented.
- Established and enforced IT policies, standards, and procedures to ensure consistent and efficient operations
- Timely review and revise the PPM versions periodically.
- Lead monthly Operations Review(MSR) with Customer and regional DLMs to review global concerns, action items, highlights, etc
- Facilitated regular client meetings to review key topics, addressing global concerns and ensuring effective communication.
- Managed and resolved escalated customer concerns related to category-wide issues.
- Developed comprehensive action plans and service improvement strategies for the enhancement of Incident, Problem, Release, and Service Transition processes
- Defined and reviewed OLAs/Underpinning agreements to ensure service delivery met expectations within Category
- Managed overall ROTA of Specialists, L3s, CSMs, and Duty Managers across all regions to ensure round-the-clock availability of support staff.
- Engaged in collaborative discussions with Global Product Leads and Level 3 teams to address support-related pain points and implement service improvements.
- Analyzed trends in incidents across countries at a company-wide level.
- Conducted thorough SLA Global reviews and prepared actionable plans for OOSLA Incidents
- Reviewed projects in pipeline through Service Transition process for transition to support.
- Served as a valuable asset in developing FTE assessment proposals for SM support during new project implementations, while collaborating closely with the client on a Global solution.
- Proactively evaluated and resolved issues that had the potential to impact multiple regions.
- Serves as a Subject Matter Expert for the row and advises Supplier Managers on service requirements
- Coordination with third-party vendors for proper handling of Multi-Vendor tickets and ensuring harmonious coordination/resolution for the issues.
- Review OOSLA incidents with SLA Managers and discuss/develop strategies to improve overall SLA scorecard month on month basis.
- Manage and mentor a team of integration specialists and support staff.
- Foster a collaborative team environment that encourages knowledge sharing and professional growth.
- Drive weekly meetings with the Service desk/Help Desk, Support Staff(L1/L2/L3 Resources) and Team Leads to discuss challenges and any help needed.
- Act as a primary liaison between technical teams and clients. Ensure clear communication and manage client expectations around service delivery.
- Continuous Improvement: Drive continuous improvement initiatives in service delivery processes, leveraging feedback and performance data to enhance efficiency and effectiveness.
ITIL Change and Release/Service Transition Manager
Tata Consultancy Services
Pune
07.2016 - 08.2019
- Governing ITIL processes for client P&G
- Ensuring every change follows the entire change management life cycle
- Responsible for doing the R&I assessment, Content Quality check of all the changes
- Ensuring all the necessary approvals are obtained and recorded in the respective change records
- Ensuring all the required documents like BAT, Testing results, Implementation plan, Post Implementation plan, Roll Back plan, R&I assessment approval email etc are attached to the change record
- Responsible for conducting and driving the OCAB (Operational CAB) each week and review all the planned changes presented by various Vendors, Deployment Teams & Infra Teams
- Providing or holding approvals post CAB reviews
- Responsible for involving multiple stakeholders as and when needed in the CABs
- Follow up for the Director level approvals where changes need approval from Top level as R&I is medium or high
- Monthly reporting and audit of respective processes
- Established the complete ITIL Change and Release Management processes across the P&G projects
- Defining, designing and implementing processes aligned to ITIL framework
- Ensure all process documents are as per DXC – P&G standards with approved templates
- Ensuring that all the processes are institutionalized
- Conducting periodic Compliance audits / assessments against defined processes and various quality models
- SPOC for Change Management, Release Management and Service Transition processes related audits at program level
- Drive action owners to fill in the gaps identified in internal and external process audit
- Provide suggestions and solutions related to process improvements
- Conducting trainings on Change and Release Management processes
- Guide team on implementing solutions aligned with ITIL
- Perform periodic review of processes documents in various projects and make necessary update/ modifications, if required
- Reporting, ensuring and facilitating closure of all non-compliances by driving/initiating corrective actions
- Performing Metrics/KPI data collection related to the processes deployed, drive analysis and improvements based on them
- Escalate Process and Delivery compliance issues to the team, senior managers on periodic basis
- Periodic review with Senior Management
- Configure Change Management tool (SNOW) for all DXC supported P&G applications
- Conduct periodic training on Change module of SNOW
- Implemented the Change Management module in OIS project, which is governed, by HP and P&G for all P&G vendors
- Perform Gate Keeper role for all new applications, changes taking under helpdesk support
- Monitoring the upcoming Releases and its contents, validating and ensuring the Releases are flawlessly tested and successfully obtained the UAT and BATs in the training/Lab environment
- Ensuring all the pre-work for starting the Service Transition is completed
- Ensuring all the necessary checkpoints are completed before starting the Hypercare
- Monitoring the pre-Hypercare readiness and activities very closely to safeguard the Support teams so that post transitioning the new service, Support team provides the support smoothly.
System Administrator
SII Technologies Pvt Ltd
Pune
09.2010 - 06.2016
- Ensuring High availability and effective utilization of Almost 110 Lotus Domino Servers (Mail Servers & Application servers) across the globe
- Providing 24X7 (Round the Clock) support (L2) to achieve high end customer satisfaction by meeting ticket SLA
- Lotus Domino infrastructure is encompassed of Messaging, Application and Utility servers
- Server monitoring via third party tool (GSX monitor 9.3.7)
- Cluster server management and administration
- Archiving and database management
- Symantec Cloud Service Management – Check email logs(email tracking), release emails if requested, Whitelist or Blacklist email addresses or Domains
- Use of Service Now for ticketing system and SLA management
- DAOS implementation and administration
- User account management
- Creation or deletion of the mail boxes
- Certifying IDs and management of ID files
- Compacting mailboxes
- Monitoring Mailboxes for its thresh hold size
- Replication management and monitor the logs
- Local Database management
- Responsible for archiving mails and monitoring archive policy
- Monitoring disk space of mail servers
- Mail queue, mail size, databases replication and address book management
- Backup and restoration of databases as per customer policy using Symantec backup Exec
- Configuration and trouble shooting of notes client
- Database placement & removal, Mail Delivery issues, Critical tickets related to server
- Monitoring all the servers for disk space, hardware failure etc
- DDM monitoring.
Desktop Support Engineer and Site In-charge
CMS Info systems Pvt Ltd
Pune
08.2006 - 09.2010
- As a desktop engineer support for desktop/laptop/LAN connection etc
- Provide end to end L1 support to the users like password reset, support to applications
- Installation of Laptop/Desktops along with the required applications
- Installation of Windows XP/Windows 2000 & troubleshooting
- Follow-up with the vendors to ensure the high availability of the IT assets @ all the time
- Attending the calls pertaining to Lotus Notes client including installation & configuration
- Responsible Support, Administration, ensuring High availability and effective utilization of all the IT infrastructure which included 10 Servers, 125 Desktops/laptops, two leased lines & other IT assets/applications
- Provide end to end L1 support for all the issues with reference to mailing architecture & manage & ensure service availability of all servers & Systems as per the agreed SLA
- Giving support to Notes users @ client side & L1 support on Server side like creation of location/Connections documents, Creation of the users, Certifying Id files, Replication monitoring, Managing Acls etc
- Mailbox movement & mails routing issues, Mail forwarding, mailbox access
- Troubleshooting Windows related issues
- Installation of laptops/desktops etc
- Follow-up with the vendors to ensure the high availability of the IT assets @ all the time
- Check & backup of event viewer & backup reports of critical server
- Schedule backup of critical server through ntbackup & Symantec Backup exec
- Ensure regular backup of all servers with respect to Data, OS & any other configuration files
- Creating ID files and User account management
- Creation or deletion of the mail boxes
- Certifying IDs and management of ID files
- Compacting mailboxes
- Monitoring Mailboxes for its thresh hold size
- Replication management and monitor the logs
- Local Database management
- Responsible for archiving mails
- Monitoring disk space of mail server
- Mail queue, mail size, databases replication and address book management
- Backup and restoration of databases as per customer policy using Veritas backup software
- Configuration and trouble shooting of notes client.
Education
eMBA - IT Infra Management and IT Operations
NIBM
Chennai, TN01.2015
Bachelor of Arts - Arts
DR B A M University
Aurangabad, MH01.2003
HSC - Science
Acharya Garud College
Shendurni, MH01.2000
SSC - Science
ZPHS School
Soegaon, Aurangabad, MH01.1997
Skills
- Project Management Methodologies (Waterfall and Agile)
- ITIL Incident Management
- ITIL Problem Management
- ITIL Change Management
- ITIL Release and Service Transition Management
- ITIL SLA Management
- ITIL Event Management
- Basic knowledge on MES- GE Proficy Plant Apps, Historian, Workflow, IGS/iFix
- Basic knowledge on PMP
- Business Analyst Methodology
- Basics of SNOW Development
- Understanding of SDLC
- Data Analysis using MS Power BI
- IT Operations Management
Certification
- Certified in ITIL V4 Foundation
- Certified in ITIL 4 Specialist Create Deliver and Support
- Certified in ITIL V3 Foundation
- Certified in ITIL Operational Support and Analysis(ITILOSA)
- Certified in ITIL Release, Control and Validation(ITILRCV)
- Certified in ITIL IT Service Offerings and Agreements (ITILSOA)
- Certified in PRINCE2 Agile - Foundation Certificate in Agile Project Management
- Microsoft Certified Professional (MCP)
Accomplishments
- Received Quarterly CHAMP Award for excellence in Service Delivery
- Implemented various CSIs as part of Process Improvement(Change, release and Incident management areas) that significantly reduced manual efforts and saved cost for the Client partner. Received Appreciation from the Customer
- Implemented Shift Lead Model for all the Regions that led to remarkable outcomes which was highly recognized and appreciated by client as it created Value.
- Established Learning DNA model for step by step onboarding and up-skilling of the new joiners.
- Established Knowledge Management process as a single source of Truth for the teams across global. That enables and encourages the sharing of ideas, collaboration, and access to the latest information.
Hobbies and Interests
- Singing
- Reading
- Listening to Music
Languages
Marathi
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
Global Delivery Lead & Capability Lead
DXC Technology
09.2019 - Current
ITIL Change and Release/Service Transition Manager
Tata Consultancy Services
07.2016 - 08.2019
System Administrator
SII Technologies Pvt Ltd
09.2010 - 06.2016
Desktop Support Engineer and Site In-charge
CMS Info systems Pvt Ltd
08.2006 - 09.2010
eMBA - IT Infra Management and IT Operations
NIBM
Bachelor of Arts - Arts
DR B A M University
HSC - Science
Acharya Garud College
SSC - Science
ZPHS School
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