Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
Generic

Mayur Elbhar

Pune

Summary

IT professional with over 13 years of experience in roles such as Project Management, Operations Management, and Service Delivery Management. Skilled in IT Infrastructure Support, Service Desk Management, and vendor management.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Senior Manager - Cloud & Infra Services

LTIMindtree
Pune
12.2023 - Current
  • Managed end-to-end delivery of IT infrastructure services for banking and insurance clients, ensuring compliance with SLAs and KPIs.
  • Coordinated cross-functional teams to optimize service delivery and improve customer satisfaction.
  • Oversaw incident, change, and problem management processes, minimizing service disruptions and enhancing operational efficiency.
  • Developed and maintained strong client relationships, serving as the primary point of contact for service escalations and contract management.
  • Acted as the single point of contact for client IT teams and business leadership, developing strong relationships and aligning services with account needs. Managed end-to-end delivery of IT infrastructure services, ensuring alignment with SLAs and KPIs, and providing periodic performance updates to stakeholders.
  • Implemented process improvements and automation initiatives to drive cost savings and streamline service delivery.
  • Monitored and reported on service performance metrics, providing regular updates to senior management and stakeholders.

Project Manager

Saksoft Limited
Pune
05.2021 - Current
  • Led Infrastructure & Application support delivery while applying Agile methodologies for Finance, Logistics, and Supply Chain domains
  • Orchestrated the end-to-end execution of technical projects, employing Agile principles from project initiation to successful delivery
  • Fostered close collaboration with internal teams, vendors, and customer stakeholders to drive projects from inception to seamless integration, prioritizing iterative development
  • Proactively identified and evaluated customer needs, crafted customer-centric use cases, and assumed the role of the company's expert in customer interactions
  • Managed project resources defined Agile project roles, and skilfully communicated project progress through regular reports to ensure transparency and alignment with Agile values

Project Lead

LTIMindtree
Pune
08.2019 - 05.2021
  • Been responsible for managing the End User Services and ITSM Tower
  • Responsible for people management, customer service management
  • Managing projects and enhancements and maintaining positive customer relationships
  • Additionally, managed internal vendors and evaluated external vendors through meetings, and service delivery evaluations
  • Conducted monthly/quarterly service review calls with customers and senior leadership to ensure the successful execution of service plans

Global Service Desk Lead

Wipro Technologies
Pune
01.2015 - 06.2019
  • Managed regional Service Desk teams in India, China, Mexico, and Romania, ensuring compliance with global SLAs and KPIs
  • Led customer satisfaction improvement initiatives and managed global resource hiring and back fill management
  • Responsible for sharing reports to clients, management, and IT departments on a weekly and monthly basis
  • Led the governance calls with customer leadership teams
  • Managed vendor relationships attended client meetings to present progress updates and built strategies to improve SLA performance

Technical Support Executive

BOGolf Limited
Navi Mumbai
09.2012 - 01.2015
  • Assisting clients to resolve technical queries install & setup new simulators
  • Providing email support to clients across the globe
  • Vising client locations (within India) for pre-sale and after sale technical support
  • Generating weekly customer feedback reports and presenting to the management
  • Technical writing for product manuals and DIY documents for clients
  • Manual testing of new products before releases and generating bug reports and interacting with development team for betterment of the product

IT Executive

Sunstar Confections Pvt. Ltd.
Mumbai
06.2011 - 08.2012
  • Maintenance of computer systems
  • Configuring new machines
  • Diagnosing hardware and software related issues
  • Keeping track of IT related assets in the company
  • System upgrades as per co-workers' requirements

Education

Bachelor of Computer Application -

Yashwantrao Chavan Maharashtra Open University
Pune
01.2022

Diploma In Computer Engineering -

Tilak Maharashtra Vidyapeeth
01.2011

Skills

  • Agile Project Management
  • Delivery Management
  • Process analysis and improvisation
  • Scrum Master
  • ITIL
  • Stakeholder management
  • People management
  • Data Analysis and Visualization

Websites

Certification

  • Project Management Foundations
  • Introduction to Data Studio
  • Excel Essential Training (Office 365/ Microsoft 365)
  • Excel: Advanced Formulas and Functions
  • Excel: Advanced Formatting Techniques

Languages

  • English, Fluent
  • Marathi, Native
  • Hindi, Fluent

Timeline

Senior Manager - Cloud & Infra Services

LTIMindtree
12.2023 - Current

Project Manager

Saksoft Limited
05.2021 - Current

Project Lead

LTIMindtree
08.2019 - 05.2021

Global Service Desk Lead

Wipro Technologies
01.2015 - 06.2019

Technical Support Executive

BOGolf Limited
09.2012 - 01.2015

IT Executive

Sunstar Confections Pvt. Ltd.
06.2011 - 08.2012

Bachelor of Computer Application -

Yashwantrao Chavan Maharashtra Open University

Diploma In Computer Engineering -

Tilak Maharashtra Vidyapeeth

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Mayur Elbhar