MAYURESH SHIRGAONKAR
Mumbai
Summary
Seasoned Service Delivery Manager with a proven track record at Clover Infotech, enhancing service delivery and optimizing processes. Expert in ITIL 4, incident management, and leading high-performance teams. Achieved significant improvements in application support and stakeholder satisfaction, leveraging skills in trade finance and team leadership.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Clover Infotech
Jio Payments Bank Mumbai
02.2024 - Current
- Lead a team of application support analysts and engineers to provide first-line and second-line support for mobile, payments applications like UPI, JFS, and AEPS/ DMT
- Allocate tasks, set priorities, and monitor team performance.
- Provide coaching and professional development opportunities for team members.
- Act as the primary escalation point for critical application issues, ensuring that problems are prioritized and resolved in accordance with service level agreements (SLAs)
- Manage and resolve incidents, ensuring that users receive timely updates and solutions
- Collaborate with development teams to diagnose and resolve complex application problems
- Oversee the monitoring of application performance to proactively identify and resolve potential issues before they impact users
- Ensure regular updates, patches, and upgrades to applications are applied to maintain security and functionality
- Implement and enforce application performance standards and guidelines
- Continuously assess support processes and propose improvements to enhance team efficiency and user satisfaction
- Work with cross-functional teams to develop and document support workflows, knowledge bases and troubleshooting guides
- Serve as the liaison between business units and IT teams, ensuring that business requirements are understood and translated into application functionality
- Participate in user acceptance testing (UAT) and provide feedback to development teams on functionality and performance issues
- Communicate effectively with stakeholders, keeping them informed about application issues, changes and resolutions
- Prepare and present regular reports on application performance, issue resolution, and team activities
- Ensure that all issues, resolutions, and changes are properly documented in the organisation's ticketing system and knowledge base
- Maintain comprehensive documentation for supported applications, including technical specs and troubleshooting guides
- Ensure that applications adhere to security policies and industry regulations
- Monitor and enforce compliance standards in the support process, including user access controls data privacy and audit trails
- Prepared and presented detailed reports on service performance, challenges, and achievements to senior management.
Senior Manager
Yes Bank
09.2021 - 01.2024
- Developed standardized work processes, tools and methodologies to improve quality and profitability
- Reviewed existing programs to refine, reduce operating time and improve techniques
- Analyzed and developed technical solutions to meet business requirements
- Drove continual improvement in systems operations by building tools and automation
- Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs and enhancements
- Providing leadership & guidance to the team members and motivating them to achieve project goals
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives
- Consolidated vendors and renegotiated contracts to optimize costs
- Executed appropriate staffing and budgetary plans to align with business forecasts
L2 Technical Support Engineer
Clover Infotech
Yes Bank Mumbai
10.2019 - 09.2021
- Providing 2nd level Support for Applications catering to business operations in Corporate Banking like Gold Bullion, Trade On Net, Notiva, Digital Supply Chain, CLOS across 1150+ branches all over India without breaching any SLA's
- Troubleshooting and resolving application issues escalated from end users
- Complete root cause analysis of issues
- Reviewing and escalating bugs and enhancement to respective development team and get it fixed from developer end depends on priority and severity of bug
- Preparation of application release process note for clean rollout
- To make sure tickets raised for incidents and requests are getting closed in HPESM tool without breaching SLA and to follow complete ITIL process for change management
- Attending weekly meetings with Business as well as Vendor regarding open issues also Broadcasting same with Business and senior Management
- Performed unit and comprehensive testing to drive functional and technical deliverables
- Reviewed existing programs to refine, reduce operating time and improve techniques
L2 Application Engineer
HTC Global Services
Yes Bank Mumbai
12.2017 - 10.2019
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions
- Coordinating with vendor resolution
- Liaise with vendor to neutralize the visible system impacts due to the change
- Discussions with vendors to close audit points and Follow up for the same
- Analyze application data to assess performance and uncover problems
- Error Tracking and Follow up with vendor for timely resolution of the errors
- Monitoring HPESM call status reports
- Running SQL queries for reporting and research purposes, data requests
- Deployment for new changes to fix the issue on production
- Support for BAU related work for Corporate banking application
- UAT test case finalization, data preparation & execution / Business Sign-offs
- Preparing SOP's for implementation of change Requests
Application Engineer
Wipro Infotech
Yes Bank Mumbai
01.2016 - 12.2017
- As an L2 Application Support Engineer, I support Corporate Banking applications such as Flexcube Corporate 11.6 and 3.4, ensuring smooth business operations
- I provide on-call support for FCC EOD issues, perform EOD on UAT setups, and conduct comprehensive testing on UAT environments
- I coordinate with OFSS to expedite issue resolution and track issues using Jira
- Additionally, I apply Production releases on UAT servers and serve as the primary contact for support on owned solutions and products
- I also develop user manuals and documentation, and analyze issues to identify effective troubleshooting methods for quick remediation
Application Test Engineer
Lauren Infotech
Yes Bank Mumbai
01.2015 - 01.2016
- Complete testing on UAT
- Understanding of overall business process of Depository System
- Involved in developing test plans and test cases based on FRS
- Designed the Test Strategy and formulated the Test plan having analyzed the business mode and the Software Requirements
- Documented whole testing procedure including Test Scenarios, Test Cases, Results and Test Analysis
- Executed test cases through integration environment Applying Production Releases on UAT-Servers
Application Support Engineer
Wipro Infotech Limited
08.2013 - 01.2015
- Working as a Application support engineer
- Provide on call, remote or telephonic support for business applications for internal Birla Users
- Responsible for complete testing of the application before release of new versions
System Executive
Singrodia Goyal & Co
11.2012 - 08.2013
- Working as a system Executive and handling day to day system issues including hardware and software
Education
MBA -
Welingkars
05-2025
BCA - Computers
SMUDE
01.2017
High School Diploma -
B L Patil Polytechnic
06-2011
10th -
Maharashtra, India01.2008
Skills
- Application support
- Service delivery
- ITIL 4 Foundation
- Trade Finance
- Supply Chain Management
- JIRA
- Core Banking Solution
- Payments
- Team Leadership
- Incident And Problem Management
- Application Support Management
- Process Optimization
- Stakeholder Management
Certification
1.ITIL 4 Foundation: An Introduction To ITIL 4
2.Windows Server 2008 Active Directory, Configuration.
Languages
- Marathi
- English
- Hindi
Timeline
Service Delivery Manager
Clover Infotech
02.2024 - Current
Senior Manager
Yes Bank
09.2021 - 01.2024
L2 Technical Support Engineer
Clover Infotech
10.2019 - 09.2021
L2 Application Engineer
HTC Global Services
12.2017 - 10.2019
Application Engineer
Wipro Infotech
01.2016 - 12.2017
Application Test Engineer
Lauren Infotech
01.2015 - 01.2016
Application Support Engineer
Wipro Infotech Limited
08.2013 - 01.2015
System Executive
Singrodia Goyal & Co
11.2012 - 08.2013
MBA -
Welingkars
BCA - Computers
SMUDE
High School Diploma -
B L Patil Polytechnic
10th -
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