Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Nilesh Sankpal

Nilesh Sankpal

Manager IT Service Delivery and Operations
Pune

Summary

Results-driven IT Service Delivery Manager with over 18 years of expertise in managing end-to-end IT service operations, ensuring high-quality delivery aligned with business objectives and SLAs and OLAs. Leading cross-functional teams, implementing ITIL best practices, and driving continuous service improvement across complex enterprise environments. Proficient at stakeholder and vendor coordination, risk mitigation to ensure seamless service continuity and client satisfaction. Strong background in incident, change, and problem management, with a focus on delivering scalable, cost-effective IT solutions that support digital transformation and operational excellence with AI mindset.

Overview

19
19
years of professional experience
2001
2001
years of post-secondary education
4
4
Certifications

Work History

IT SUPPORT MANAGER

TECHWISE DIGITAL
Pune
12.2024 - 04.2025
  • Directed end-to-end service delivery for cloud-based infrastructure and security, with a focus on incident management using Azure Sentinel and Managed Detection & Response (MDR) for cloud security client, Armor.
  • Managed and mentored a high-performing IT support team, ensuring delivery of scalable, cloud-aligned technical support and operational excellence across client environments.
  • Spearheaded the implementation of AI-driven support platforms including SupportLogic and Atlassian to enhance automation, ticket intelligence, and service desk efficiency in a hybrid cloud environment.
  • Prioritized and resolved cloud service incidents and support tickets within defined SLAs, ensuring uninterrupted delivery of services across Azure-hosted environments.
  • Served as a primary liaison between cloud engineering, cybersecurity, and business units, translating complex technical updates into actionable insights for stakeholders.
  • Oversaw daily cloud operations support, ensuring compliance with ITIL best practices, cloud governance protocols, and security frameworks.
  • Conducted recurring training and certification programs to align the team with evolving cloud technologies, DevSecOps practices, and AI/automation tools.
  • Tracked and improved key support metrics such as MTTR, ticket backlog, resolution quality, and customer satisfaction in multi-tenant cloud environments.
  • Led root cause analysis (RCA) for recurring cloud service disruptions, identifying systemic issues and implementing long-term preventive measures.
  • Maintained detailed documentation for critical incidents, Azure deployments, troubleshooting workflows, and change management logs.
  • Delivered executive-level reports on service desk performance, incident trends, and SLA compliance for continuous service improvement initiatives.
  • Ensured that support teams remained adequately staffed and resourced to meet the dual demands of 24/7 cloud operations.

TECHNICAL LEADER

E-ZEST
Pune
11.2022 - 12.2024
  • Overseeing the deployment, maintenance, and scaling of cloud infrastructure, ensuring that it meets the organization's needs.
  • Continuously monitoring cloud services for performance, availability, and security, and adjusting as necessary.
  • Analyzing and optimizing cloud costs, ensuring efficient use of resources and budget compliance.
  • Implementing and managing security protocols to protect cloud data and applications, ensuring compliance with regulations and best practices.
  • Working closely with development, operations, and other teams to facilitate effective communication and collaboration on cloud initiatives.
  • Leading incidents, Change, Problem response and troubleshooting efforts, ensuring timely resolution of issues that arise in cloud environments.
  • Contributing to the development of cloud strategy and policies, identifying opportunities for improvement and innovation.
  • Providing guidance and training to team members on cloud technologies and best practices.
  • Prepare and present Monthly reports which contain detailed analysis of SLA/KPIs, Cost and current Resource Management details as well as service improvements plans.

SENIOR CONSULTANT

CAPGEMINI
Pune
03.2021 - 10.2022
  • Overseeing the Incident, Change and Problem of IT infrastructure components, including servers, networks, storage, and data centers.
  • Leading and managing a team of IT professionals, providing guidance, mentorship, and support in daily operations and projects.
  • Monitoring the performance and availability of IT systems, ensuring they meet organizational standards and user requirements.
  • Leading efforts to resolve IT incidents, ensuring minimal downtime and disruption. Analyzing problems to identify root causes and implement preventive measures.
  • Assessing current and future infrastructure needs to ensure that resources can accommodate growth and changes in business requirements.
  • Ensuring that IT infrastructure is secure and compliant with relevant regulations and standards, implementing necessary security measures and protocols.
  • Ensure critical issues and priority tasks are discussed in daily standup calls and in client meetings.

IT OPERATIONS LEADER

TECH MAHINDRA
Pune
09.2012 - 03.2021
  • Worked as IT Operations Manager for Mastercard.
  • Prepared and present reports, updates, and documentation.
  • Developed and implemented a change management strategy that aligns with organizational goals.
  • Attend CAB meetings to present the implementation plan and backout plans.
  • Identify the scope and impact of changes on various stakeholders.
  • Provide resources and support to help employees adapt to new processes or tools.
  • Collaborated with project teams to ensure change initiatives are executed effectively.
  • Conducted post-implementation reviews to assess the success of the change and identify areas for improvement.
  • Help clients to implement ITIL policies in their environment.
  • Lead desktop support team and application support team at Onshore.
  • Continuous monitoring of IT systems, networks, and applications to ensure optimal performance, availability, and reliability.
  • Respond to and resolve technical incidents and outages promptly, performing root cause analysis, and implementing solutions to prevent recurrence.
  • Developed and implemented automation scripts to streamline processes, improve efficiency, and reduce manual intervention.
  • Managed system configurations, ensuring that software and hardware are correctly set up and maintained.
  • Implemented and managed backup and disaster recovery solutions to protect data and ensure business continuity.
  • Worked closely with development, network, and security teams to support deployments, troubleshoot issues, and enhance system performance.
  • Maintained accurate documentation of system configurations, processes, and incident resolutions to facilitate knowledge sharing and compliance.
  • Assist in the implementation of security measures and protocols to protect IT systems from vulnerabilities and threats.
  • Monitoring system usage and performance to forecast future capacity needs and make recommendations for upgrades or enhancements.
  • Provided technical support to users, assisting with issues related to hardware, software, and network access.
  • Worked as a Team Leader role to manage IT Service Operations in Digi Telecom.
  • Ensured that IT services meet agreed-upon service levels and quality standards.
  • Monitor and worked on service delivery processes, including incident management, problem management, and change management.
  • Oversee the resolution of critical incidents and problems to minimize service disruption.
  • Ensured timely communication with stakeholders regarding service status and issues.
  • Served as the primary point of contact for stakeholders regarding service operations.
  • Communicate effectively with other IT teams and departments to ensure seamless collaboration.
  • Identify inefficiencies in existing processes and recommend enhancements.
  • Implemented ITIL best practices or other frameworks to improve service operations.
  • Developed and maintain documentation related to processes, procedures, and service standards.
  • Manage team workload and allocate resources effectively to meet service demands.
  • Ensured that team members have the necessary tools and training to perform their roles effectively.
  • Prepared and present reports on service metrics, team performance, and operational improvements to management.

SENIOR INFRASTRUCTURE ENGINEER

MPHASIS
Pune
11.2008 - 09.2012
  • Create, modify, and delete user accounts, groups, and service accounts within Active Directory.
  • Implement role-based access control (RBAC) and manage permissions using security groups.
  • Configure and maintain user profiles, including group policies and user attributes.
  • Develop, implement, and manage Group Policy Objects (GPOs) to enforce security settings and configurations.
  • Document and maintain GPO policies and changes.
  • Implement security best practices for Active Directory, including account lockout policies and password policies.

SERVICEDESK ENGINEER

WIPRO INFOTECH
Pune
07.2006 - 10.2008
  • Respond to incoming service requests and incidents via phone, email, or ticketing system.
  • Log and categorize incidents accurately in the ticketing system.
  • Prioritize and escalate incidents based on severity and impact on the business.
  • Diagnose and resolve hardware, software, and network issues for end-users.
  • Provide remote support using remote desktop tools to troubleshoot problems.
  • Guide users through step-by-step solutions for common issues.
  • Reset passwords and unlock accounts as requested by users.
  • Install, configure, and maintain hardware (e.g., desktops, laptops, printers).
  • Assist with the installation and troubleshooting of software applications.

Education

Bachelor of Science -

Shivaji University Kolhapur
Satara
10-2001

Skills

  • IT Service Management (ITSM) – Incident, Problem, Change & Request Management (ITIL v3 Certified)

  • Service Level Agreement (SLA) Management – SLA/OLA tracking & improvement

  • Client & Stakeholder Engagement – Create strong customer relationship and build stakeholder communication

  • Team Leadership – Experience in managing cross-functional, onshore as well as offshore support teams

  • Vendor Management – Experience in coordinating with third-party service providers and contracts

  • Cloud & Infrastructure Knowledge – Exposure to Azure, AWS and GCP ( Certified with Azure Administrator Associate)

  • Service Delivery Tools – Proficient in ServiceNow, BMC Remedy, Jira, SolarWinds, Zendesk with AI tools like Supportlogic and Atlassian

  • Performance Monitoring & Reporting – Proficient in KPI dashboards, service reviews, RCA & trend analysis

  • Change & Release Management – Planning and implementing IT changes with minimal impact

  • Continuous Improvement – Drive process optimization and automation initiatives

  • Budget & Cost Management – Resource allocation and cost control in delivery operations

  • Risk & Compliance Management – Ensuring adherence to IT governance and security standards

Certification

PRINCE 2 Foundation & Practitioner

Timeline

IT SUPPORT MANAGER

TECHWISE DIGITAL
12.2024 - 04.2025

TECHNICAL LEADER

E-ZEST
11.2022 - 12.2024

SENIOR CONSULTANT

CAPGEMINI
03.2021 - 10.2022

IT OPERATIONS LEADER

TECH MAHINDRA
09.2012 - 03.2021

SENIOR INFRASTRUCTURE ENGINEER

MPHASIS
11.2008 - 09.2012

SERVICEDESK ENGINEER

WIPRO INFOTECH
07.2006 - 10.2008

Bachelor of Science -

Shivaji University Kolhapur

Similar Profiles

CREATE PROFILE
Nilesh SankpalManager IT Service Delivery and Operations