Milind Deshpande
Transformative, Collaborative Servant Leader, Information Technology
Bangalore
Summary
IT Professional with over total 19.5 years of global experience in IT Service Management (ITSM) Service Strategy & Design, Service Transition & Transformation Consulting, Service Integration & Management (SIAM) & Technology & Digital Resilience. Experience across multiple domains including BFSI, Retail and Telecommunications. Specialized in SIAM, IT Service Management Consulting & Design, Service Transition, Implementation and Operations. Processes include Incident Management, Problem Management (RCA), Change Management, Release & Deployment Management, Service Level Management & IT Service Continuity Management (Disaster Recovery). Driving smooth Transition of processes & tools to the service provider from the client. Successfully managed end-to-end service transition projects, ensuring seamless integration of new services into the operational environment Proven ability to work in a team environment whilst being resourceful, self-directed and self- motivated. A keen planner, strategist & implementer with demonstrated abilities in Service Transition and management for streamlining business operations. Genuine team player committed to managing operations and projects flawlessly while contributing to revenue producing activities. An effective communicator with exceptional Stakeholder Relationship Management skills with the ability to relate to people at any level of business and management. Proven Versatile, innovative communicator specializing in Multi-client, Multi-vendor communications across geographies.
Overview
21
21
years of professional experience
14
14
Certifications
1
1
Language
Work History
Associate Vice President (AVP), IT Resilience Process Strategy & Design
Standard Chartered Global Business Services Pvt. Ltd (GCC)
05.2021 - Current
- Spearheaded the development and implementation of Resilience processes.
- Redesigned and standardized Availability Management framework enhancing reporting across critical systems.
- Responsible for service management activities and ensure compliance and adherence to the Global TTO Process, Governance Risk & Compliance.
- Ensuring standardization, controls, metrics efficiency and performance of Technology Resilience standards and processes which includes Capacity Management, Service Level Management, Availability Management, Availability Recovery & Testing, IT Service Continuity Management.
- Driving adherence of processes by all stakeholders within the bank.
- Organizing standards and process walkthroughs and reviews to identify and register improvements.
- Manage the Service Governance Forum (SGF) and related regulatory/compliance requirements for the IT Resilience for specific Service Line within the bank.
- Chair the monthly Governance and assurance meeting to ensure technology services are compliant against internal policies and standards.
- Contributor in Risk, Audit and Compliance forums to address the Bank's IT Resilience issues.
- Review of Disaster Recovery plans and Recovery test from process perspective.
- Maintain strong relationships with key stakeholders across the Technology Resilience and CIO domains portfolio.
- Well acquainted with the HKMA, PRA, MAS regulatory. Risks identification and manage mitigation plans with the key stakeholders of CIO domains.
Senior Manager, Service Management – Production Support Services
Standard Chartered Global Business Services Pvt. Ltd
12.2019 - 05.2021
- Offshore Production Support Manager responsible for BAU & Continual Service Improvements of Wealth & Retail Banking statement & advices applications.
- Managing the L2 support banking applications with multiple technologies.
- Identifying possible automation opportunities and track it to closure.
- Participated & led the support team members in bank’s key GDC-East and GDC-West Disaster Recovery process conducted twice a year. This includes emergency response, incident management, business continuity and disaster recovery.
Manager, CSI – IT Service Management
Standard Chartered Global Business Services Pvt. Ltd
10.2018 - 11.2019
- Offshore Service Management Lead responsible for continuous improvement initiatives that improve quality, productivity, customer satisfaction and reduce costs.
- Lead Technology Services continuous improvement initiatives to enhance the SLA and OLA targets and metrics and provide regular reports on SCB application services.
- Designed & transitioned the pilot process of Proactive Problem Management Framework defined the service metrics and developed the KPI, SLA, OLA measures.
- Customized the overall Problem Management Process Leaner, Simpler & more efficient through current state value stream mapping & Lean event which helped in achieving faster progression of Problem records through various phases, reduction in PR rejection rate, reduction in number of aged PRS & improved Incident to Problem linkage.
- Proactively Identifying IT problems and preventing problems before they cause service impacting Incidents as part of Proactive Problem Management.
- Analyze Trend Analysis of Alerts generated by support team monitoring systems.
- Monitor Resolved/Closed Incidents Data Analysis to forecast the future trends/patterns.
- Lead the Thematic Analysis of RCAs performed on Problem tickets in scope for Thematic Analysis of RCAs performed on Problem records in scope for the Proactive Problem Management process.
- Collaboratively engage with internal SCB TS & Non-TS domains namely ET - Core Infra Services (CIS), Platform Services, Security Technology Services (STS), CCIB - Financial Markets (FM), CPBB - Retail Banking, Global Functions to identify remedial or mitigating actions and track them through appropriate medium.
Solution Manager – Biz Dev., - Cross Functional Services
Cognizant Technology Solutions India Pvt. Ltd
08.2016 - 10.2018
- Primarily responsible for e2e Solution Design & Service Transition of Service Management process and tools for RFI/RFPs for Bangalore location.
- Designed the e2e ITSM & Service Integration & Management (SIAM) solution in a Multi Supplier Integration Environment (MSI)
- Participated in SIAM Pre-Assessment phase, Stakeholders Interviews and Post-Assessment phases in SIAM Lifecycle solution design.
- Designed SIAM Target Operating Model (TOM) and Implementation Plan with efforts estimation/sizing resources (FTEs)
- Designed the e2e SIAM implementation & BAU solution for a French multinational pharmaceutical company including the Target Operation Model & effort estimates.
- Presented the Target Operating Model, Bid Defense (Orals), Due Diligence and BAFO solution for SIAM design & implementation approach with project timelines and effort estimates including BAU support.
- Lead e2e Service Transition post project deal won. Coordinated with cross-functional teams, including development, operations, and support, to ensure a collaborative and efficient transition process.
- Led the documentation efforts, creating comprehensive guides and manuals for operational teams to facilitate a smooth transition and ongoing service management.
- Utilized ServiceNow and other service management tools to automate and streamline transition activities, improving overall efficiency.
- Conducted thorough risk assessments, proactively addressing potential issues and ensuring minimal impact on operational stability.
- Conducted post-implementation reviews, identifying areas for improvement and implementing lessons learned to enhance future transition processes.
- Provided training sessions for operational teams, promoting knowledge transfer and enabling efficient management of newly transitioned services.
- Contributed in developing Cognizant’s SIAM model & framework. Driving e2e solution design of Service Assurance Monitoring and Application Performance Monitoring tools.
- Solution Design (RFPs/RFIs) for Cross Functional Services (CFS) covering ITSM Process, Service Assurance, Service Intelligence & Analytics & E2E Service Integration & Management (SIAM) Lifecycle.
- IT Service Management (ITSM) Process Solution Design & Service Transition in Solution Design Group
- Provide Cross Skill Training within the Practice & Develop Practice Capability Initiatives and Developments.
- Cross Functional Services (CFS) Practice building - Creation of market facing collateral, reusable artifacts for solution design & transition, capability decks and other collaterals for various CFS service pillars.
Team Lead – Software Engineering
Accenture Services India Pvt. Ltd
03.2014 - 08.2016
- IT Service Management Transition Specialist in IT Service Management Release 2.0 Commissioning support for Service Request Management, Incident Management, Problem Management (RCA), Change Management & Knowledge Management modules in implementation of of Service Management processes for a major SAAS based ITSM tool.
- As a role of a Test Project Lead in end-to-end Functional Testing of major SAAS based ITSM tool coordinating Unit Test, Integration Test, User Acceptance Test, Service Rehearsal Test and Regression Test in implementation of Service Management processes for a major SAAS based ITSM tool called ServiceNow. This was purely a Project Implementation in Testing Services in one of the largest mining clients of APAC geography. Managed five reportees as part of People Management & Project Deliverables. Conducted Appraisal/Performance review meetings (Midyear and Annual)
- As a Change Manager in Change Management under Service Transition for Service Management Infrastructure rollout in one of the largest Bank of Switzerland. Participated in Change Advisory Board (CAB) and reviewed the changes for Go, No-Go.
Senior Associate Consultant - ITSM Consulting
Infosys Ltd
10.2010 - 03.2014
- Responding to IT Service Management process RFI/RFP’s for esteemed client projects in Banking, Financial Services & Insurance vertical (BFSI), Retail & Healthcare of Infrastructure Management Services (IMS) practice.
- Delivered Lean Six Sigma projects across BFS BU.
- Worked for a leading U.S Life Insurance client in IT Service Management Life Cycle Project in Continuous Service Improvement module on the ITSM process end which is focused at identifying and implementing improvements to services.
- Worked on ITSM process consulting, dashboard creation and MAP (Measurement Approach Plan). Provided a standard process for identifying, submitting and evaluating improvement opportunities within Service Management for major release.
- Worked for a leading U.S Retail client in Process Consulting domain in delivering high level ITSM strategy, Critical Incident Management & Governance Model. Worked on Critical Incident Management AS-IS, Gap Analysis & TO-BE process guides, workflows and communication templates.
- Provided consultancy for implementing ITSM program in line with ITIL 2011 and established Service Management Office (SMO) for a large Germany based telecom client.
- Worked for a leading Switzerland Reinsurance client at offshore and at the client onsite location as a Project Lead and Functional Consultant in Zurich, Switzerland for SAAS based ITSM tool called ServiceNow in Self Service Portal enhancement implementation and worked on the modules namely Service Request Management, Incident Management, Problem Management, Change Management and Knowledge Management. Managed the team of total 4 reportees which includes Business Analysts, Software Developers and Testers for the module’s implementation in ServiceNow.
- Liaised with Business Process Owners and key stakeholders to identify process requirements for Self Service Portal enhancement implementation.
Service Operations Engineer
Nokia India Pvt. Ltd
10.2009 - 10.2010
- Supporting as L2 Support Engineer for many Nokia Internal Applications like SSO, OVI, Maps, Music, Ovi Store, Chats, Contacts, Games, hosted on LINUX platform of Telecom domain.
- Handling Incidents w.r.t ITIL guidelines & ITSM processes.
- Responsible for Major Incident Management (MIM) resolution and Escalation Management till issue closure and handling escalations.
Ops Support Analyst - Service Operations
Hewlett Packard Globalsoft Pvt Ltd
07.2006 - 10.2009
- Supporting as L2 Support Engineer in Release & Deployment Management in HP OC (Operations Control) project in ECO IT where in responsible for Move-To-Production & release activities.
- Document the troubleshooting steps and process changes in the knowledgebase. Ensure application Availability, Job Recoveries, communicate Downtimes/Data Delay (if any) to the business on a daily basis.
- Incident Management – Troubleshoot and diagnose unexpected errors and output, bugs and anomalies and perform analytical investigation to determine source of failures. Follow up on these issues with a view of having a permanent fix Provide immediate resolution to production issues were in capabilities. Perform escalation to respective GSD teams on these issues with investigations and findings.
- Change Management – Involved in Change Management process through MTP (Move to Production) and deployments through Weblogic and also responsible in attending the CAB meetings and plan the Change activities during the Change window period.
- To adhere to the ITSM guidelines for the Service Request, Incident, Problem (RCA), Change & Escalation Management.
- Actively participated in Release & Deployment activities in HP-OC (Operations Control) project in ECO IT where in responsible for Move to Production & release activities.
Technical Support
MPHASIS (MSource India Pvt. Ltd)
04.2005 - 06.2006
- Provide L2 Support to agents if they are unable to resolve the issues.
- Train the team on the subject and improve their Knowledge to reduce the Incidents.
- Subject Matter Expert and handle escalations till issue closure.
- Supported for US Inbound Technical Internet Service Provider (ISP) Process called Earthlink which deals with Dial-Up and DSL (High Speed internet) Connection and is one among the top-rated ISP provider in US.
Education
BE - Industrial & Production
B.V.B College of Engg. & Technology
Hubli, KARNATAKA, INDIA08.2003
Skills
IT Service Management (ITSM/ITIL) Framework and Architecture
Certification
PRINCE2 Foundation
Disclaimer
I hereby declare that all the given above are true to the best of my knowledge and belief. DATE: 2024-11-25 PLACE: BANGALORE – INDIA
Timeline
Associate Vice President (AVP), IT Resilience Process Strategy & Design
Standard Chartered Global Business Services Pvt. Ltd (GCC)
05.2021 - Current
Senior Manager, Service Management – Production Support Services
Standard Chartered Global Business Services Pvt. Ltd
12.2019 - 05.2021
Manager, CSI – IT Service Management
Standard Chartered Global Business Services Pvt. Ltd
10.2018 - 11.2019
Solution Manager – Biz Dev., - Cross Functional Services
Cognizant Technology Solutions India Pvt. Ltd
08.2016 - 10.2018
Team Lead – Software Engineering
Accenture Services India Pvt. Ltd
03.2014 - 08.2016
Senior Associate Consultant - ITSM Consulting
Infosys Ltd
10.2010 - 03.2014
Service Operations Engineer
Nokia India Pvt. Ltd
10.2009 - 10.2010
Ops Support Analyst - Service Operations
Hewlett Packard Globalsoft Pvt Ltd
07.2006 - 10.2009
Technical Support
MPHASIS (MSource India Pvt. Ltd)
04.2005 - 06.2006
BE - Industrial & Production
B.V.B College of Engg. & Technology