Hemant Patil

• Spearheaded end-to-end delivery of IT services, ensuring on-time, budget-compliant execution of cloud migrations, data center transitions, and platform upgrades.
• Managed global cross-functional teams to align project governance, scope, and resource allocation with stakeholder expectations.
• Led enterprise-wide disaster recovery programs, developing strategies, conducting assessments, executing drills, and maintaining documentation.
• Implemented resilient infrastructure solutions across hybrid environments by integrating resiliency engineering practices into system designs.
• Monitored KPIs to ensure SLA compliance and service quality, conducting root cause analysis for continuous improvement initiatives.
• Acted as a liaison between technical teams and senior leadership to translate business needs into actionable technical solutions.
• Oversaw daily operations of service delivery teams, enhancing productivity and operational efficiency in desktop and VIP support.
• Facilitated regular meetings and strategic sessions to address challenges, share knowledge, and align on service delivery goals.
• Ensured SLA compliance by monitoring KPIs such as MTTR, resolution rate, and response time; implemented root cause analysis, and continuous improvement strategies.
• Maintained accurate records of service requests, resolutions, and performance metrics for audit and compliance tracking.
• Led enterprise-wide disaster recovery (DR) programs, including strategy development, BIA, RTO/RPO definition, DR drills, and documentation.
• Implemented quality control processes to ensure deliverables met defined standards and compliance requirements.
• Identified risks and developed mitigation strategies to reduce project and operational impact.
• Spearheaded end-to-end delivery of IT infrastructure and application modernization projects, including cloud migrations, data center transitions, and platform upgrades.
• Led cross-functional teams to enhance service delivery efficiency and client satisfaction.
• Developed and implemented strategic service delivery frameworks aligned with organizational goals.
• Oversaw project management processes, ensuring timely completion of deliverables and adherence to quality standards.
• Fostered client relationships, addressing concerns and ensuring alignment with service expectations.
• Supervised operations of a 24-hour customer service desk, staffed by 56 team members.

• 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 disaster recovery plans for critical infrastructure and applications.
• Led end-to-end DR test planning, including tabletop exercises, and full-scale simulations.
• Conducted a 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 and 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 and 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 and Agile Delivery.

• Led cross-functional teams to deliver high-impact technology solutions.
• Implemented agile methodologies to enhance project delivery efficiency.
• 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 and 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.
• Collaborated with product managers to define technical requirements and develop innovative solutions for complex problems.
• Led cross-functional teams to deliver innovative software solutions on time and within budget.
• Designed and implemented scalable architecture for high-traffic applications, improving system performance.
• Drove continuous improvement initiatives, optimizing development processes and enhancing product quality.

• 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, Kabana, 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.
• Led cross-functional teams to implement network optimization strategies, enhancing service quality.

• 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.
• Oversaw entry and exit of up to 5 employees and visitors daily.