Hemant Patil

• Spearheaded end-to-end delivery of IT services, achieving on-time, budget-compliant cloud migrations and platform upgrades.
• Managed global cross-functional teams to align project governance with stakeholder expectations.
• Led enterprise-wide disaster recovery programs, developing strategies and executing drills for compliance.
• Implemented resilient infrastructure solutions by integrating resiliency engineering practices into system designs.
• Monitored KPIs for SLA compliance and service quality, driving root cause analysis for improvements.
• Facilitated regular strategic meetings to address challenges and align service delivery objectives.
• Oversaw daily operations of service delivery teams, enhancing productivity in desktop and VIP support.
• Maintained accurate records of service requests and performance metrics for compliance tracking.

Service Delivery & Operations Management

• Delivered 24×7 support for business-critical applications on Linux and Oracle platforms, ensuring high availability and performance across environments.
• Led ITIL-based Incident, Problem, Change, and Release Management processes, improving MTTA, MTTR, and MTRS metrics.
• Coordinated with internal and external stakeholders for issue resolution, service improvements, and escalations.
• Conducted internal audits and ensured compliance with security policies and regulatory standards.
• Managed vendor relationships and ensured alignment with SLAs and service expectations.

Disaster Recovery (DR) Program Management

• Developed and executed comprehensive DR plans for critical infrastructure and applications.
• Led end-to-end DR test planning, including tabletop exercises and full-scale simulations.
• Conducted Business Impact Analysis (BIA) to define RTO/RPO and prioritize recovery objectives.
• Maintained DR documentation, recovery runbook, and escalation procedures.
• Set up and maintained DR sites to ensure business continuity across hybrid environments.

Project Planning & Execution

• Created detailed project plans with timelines, milestones, and deliverables.
• Broke down complex initiatives into manageable tasks and tracked progress against goals.
• Prioritized features and fixes based on business needs and user feedback.
• Monitored project health, identified risks, and implemented corrective actions.

Team Leadership & Resource Management

• Facilitated collaboration among cross-functional teams including developers, testers, and designers.
• Mentored junior staff and fostered a high-performance, accountable team culture.
• Allocated resources effectively across project phases and optimized team capacity.
• Directed resource management across onshore/offshore teams (FTEs and subcontractors).

Stakeholder Communication & Agile Delivery

• Provided regular project updates to clients and senior leadership, managing expectations and risks.
• Incorporated stakeholder feedback into planning and delivery cycles.
• Acted as Scrum Master, facilitating Agile ceremonies and ensuring adherence to best practices.
• Delivered incremental value through iterative development and continuous improvement.

Financial & Operational Oversight

• Managed project budgeting, pricing, and financial forecasting.
• Conducted internal and external quality audits and tracked delivery metrics.
• Handled invoicing, revenue tracking, EBITA analysis, and cost optimization.

• Delivered 24×7 support for business-critical applications across Linux, Windows, and cloud environments.
  Ensured high availability and reliability of production systems through proactive monitoring and incident response.
  Conducted root cause analysis (RCA) and implemented permanent fixes for recurring issues.
  Managed incident lifecycle following ITIL practices, reducing MTTR and enhancing service restoration times.
  Collaborated with development, QA, and infrastructure teams to resolve high-priority incidents swiftly.
  Configured monitoring tools like Nagios and CloudWatch for real-time system health checks.
  Created dashboards and alerts to proactively detect anomalies while tuning thresholds to minimize false positives.
  Trained junior engineers, fostering a culture of knowledge sharing within the team.

Provided 24/7 support to field engineers for BSC and BTS issues.

Managed fault detection and troubleshooting for all BSC and BTS network elements.

Assisted field teams in remote fault resolution and repair processes.

Conducted health checkups on BSC computer units, diagnosing faults and offering remote assistance.

Performed scheduled BSC backups on FDU and fallback on WDU.

Resolved GPRS-related issues associated with sleeping cells.

Monitored Block-TRX performance, coordinating with RF engineers to restore service.

Collaborated with NOKIA CARE team on emergencies, raising care cases as needed.

• Managed incident lifecycle utilizing ITIL practices, reducing MTTR and enhancing service restoration times.
• Collaborated with development, QA, and infrastructure teams to swiftly resolve high-priority incidents.
• Maintained incident logs while escalating critical issues and ensuring timely stakeholder communications.
• Configured monitoring tools such as Nagios, Prometheus, Kibana, and CloudWatch for real-time health checks.
• Created dashboards and alerts to proactively identify anomalies and performance degradation.
• Tuned thresholds and automated alert responses to decrease false positives and enhance response efficiency.

• Monitored alarm systems for security breaches and operational alerts.
• Responded promptly to alarm signals and initiated appropriate safety protocols.
• Maintained accurate logs of alarm activities and incidents for reporting purposes.
• Collaborated with emergency services to coordinate response efforts during alarms.