PANKAJ AZAD
Senior IT Service Delivery Specialist
Mumbai
Summary
Dynamic IT Service Delivery Specialist with over 15 years of experience in managing service delivery and executing complex projects within the Insurance, Telecom, and BFSI sectors. Expertise in leading cross-functional teams and managing stakeholder relationships, consistently publishing service reviews, and overseeing incident and change management processes. Proven ability to enhance application and platform support through automation and process improvements, resulting in significant reductions in incidents and optimized operations. Committed to delivering high-quality solutions that meet the needs of clients across the US, UK, and domestic markets.
Overview
19
19
years of professional experience
7
7
Certifications
Work History
Principal Support Analyst
LNRS via Ascendion
08.2024 - Current
- Joined as manager in ascendion, Aug 2024 – Absorbed by LNRS as Principal Support Analyst, Jan 2025
- Transitioned from ascension to LNRS payroll within the same project, supporting insurance domain application platforms.
- Incident & change management, including ticket handling, log analysis, RCA, and BAU.
- Led automation initiatives to streamline repetitive BAU tasks and improve efficiency.
- Reduced P1/P2 incidents through proactive monitoring of Grafana & Azure dashboards.
- Developed delivery-compliant documentation & worked on weekly status reports.
- Coordinated CAB meetings and service reviews, driving transparency and CSI.
- (Joined as manager in ascension, Aug 2024 – Absorbed by LNRS as Principal Support Analyst, Jan 2025)
Associate Principal Engineer
Nagarro
09.2022 - 03.2023
- Led end-to-end Salesforce Managed Services with 99.9% uptime and stable BAU operations.
- Led incident, change, and problem management, performing log analysis & RCA.
- Utilized SQL for data analysis, troubleshooting, and operational reporting.
- Worked with cross-functional teams for requirements, capacity & resource planning.
- Streamlined client onboarding for business-critical systems and transitions.
- Delivered weekly service reviews, KPIs, and stakeholder updates in Agile/Scrum env.
- Created and maintained SOPs, SOWs, CRs, and knowledge base articles to support operations.
- Managed and mentored teams, optimizing rosters and improving productivity.
Lead
Marsh McLennan Global Services
02.2020 - 08.2022
- Managed service delivery for critical insurance broking applications, ensuring high availability.
- Reduced P1 incidents through daily health checks, proactive monitoring, and RCA.
- Led incident, change, and problem management, improving SLA-compliant resolutions.
- Performed SQL-based analysis and reporting to support data-driven decisions.
- Coordinated cross-functional BAU operations, actively participating in CAB meetings and CR.
- Supported client onboarding, feature rollouts, and vendor-to-inhouse transitions.
- Implemented risk & compliance controls, maintaining regulatory adherence.
- Delivered weekly/monthly service reviews, project updates, and CMMI Level 5 audits.
- Partnered with onsite TAMs on requirements, resource planning, and license renewals.
Manager Sustenance Engineering
Zycus
09.2018 - 07.2019
- Led application support team for Zycus e-procurement platform, ensuring seamless operations.
- Resolved incidents, change requests, and problem tickets followed by RCA.
- Troubleshot P1/P2 production issues, ensuring SLA adherence and timely RCA submission.
- Directed deployments on Unix/Linux environments, reducing downtime risk.
- Executed SQL-based reports to deliver accurate business insights and performance metrics.
- Collaborated with AWS cloud teams to execute support tasks on EC2 and related instances.
- Built real-time dashboards, enabling stakeholders to track KPIs and decision-making metrics.
- Participated in CAB meetings and facilitated daily scrum calls to track CRs and feature rollouts.
- Published weekly/monthly service reports, delivering actionable updates on progress.
- Resolved team conflicts, coached team members in 1:1 sessions, and optimized team roster.
Manager
Reliance Industries Ltd (Jio)
08.2017 - 07.2018
- Provided application support & maintenance for Telecom JioChat on Linux platforms.
- Monitored system health proactively using custom check scripts, minimizing downtime.
- Resolved incidents, service requests, and deployed CRs across UAT and Production environments.
- Created and executed change requests in HPSM, ensuring approvals and smooth deployments.
- Automated reporting processes with shell scripts, boosting operational efficiency.
- Provided L1/L2 support for Apache-Tomcat services and deployed application WAR files.
- Led capacity planning, expansion, and upgrades during high-demand JioChat promotions.
Senior Software Engineer
Vistaar Systems Pvt Ltd
10.2013 - 05.2017
- Provided application support & maintenance for vistaar applications hosted on Linux & Windows.
- Monitored system health with automated scripts, significantly reducing downtime.
- Resolved incidents, service requests, and deployed change requests across UAT & Production.
- Performed SIT testing post-deployment and coordinated UAT sign-offs with business teams.
- Collaborated with AWS cloud teams to execute support tasks on EC2 instances.
- Participated in CAB meetings and client call to capture and address end-user requirements.
- Troubleshot package installation issues for US clients via remote support sessions.
- Deployed application WAR files on Linux & Windows platforms in Tomcat containers.
- Generated weekly/monthly usage reports and delivered to stakeholders.
- Rectified data load issues through technical analysis and retriggered failed jobs.
- Prepared deployment/support documentation and mentored junior team members.
- Coordinated with cross-functional teams to execute test cases and ensure application stability.
Senior Software Engineer
L&T Infotech
02.2011 - 09.2013
- Supported critical BFSI applications for investment banking clients on Linux & Windows.
- Monitored application health using AutoSys jobs and health check scripts, reducing downtime.
- Resolved incidents, service requests, and deployed CRs on Linux platforms.
- Collaborated with Product SMEs to execute SIT & UAT, ensuring post-deployment stability.
- Automated BAU tasks by developing and scheduling shell scripts via cron jobs.
- Performed technical & functional analysis & project documentations.
- Participated in CAB meetings and client call to track CRs and address requirements.
- Deployed AutoSys JILs on UAT instances and debugged errors to maintain system stability.
- Analyzed platforms, dependencies, executed SQL queries & debug shell scripts for data analyses.
Manager
CIBIL
07.2010 - 10.2010
- Provided application support, vendor management, and compliance audits for financial applications.
Assistant Manager
Tata Teleservices Ltd
04.2008 - 06.2010
- Supported PAN India VAS platform applications, led system upgrades and Apache Tomcat to JBoss migration (improving reliability by 20%), and recognized for contributions to Tata Docomo project.
Application Support Engineer
3i Infotech
10.2006 - 11.2007
- Maintained ICICI Securities trading/back-office applications, automated BAU tasks via Shell scripts, and executed SIT/UAT ensuring smooth post-deployment operations.
Education
B.E. - Electronics
Nagpur University
01-2006
Skills
ITIL-based service delivery, Agile methodologies
Certification
Certificate of Appreciation | Tata Docomo Project
Timeline
Principal Support Analyst
LNRS via Ascendion
08.2024 - Current
Associate Principal Engineer
Nagarro
09.2022 - 03.2023
Lead
Marsh McLennan Global Services
02.2020 - 08.2022
Manager Sustenance Engineering
Zycus
09.2018 - 07.2019
Manager
Reliance Industries Ltd (Jio)
08.2017 - 07.2018
Senior Software Engineer
Vistaar Systems Pvt Ltd
10.2013 - 05.2017
Senior Software Engineer
L&T Infotech
02.2011 - 09.2013
Manager
CIBIL
07.2010 - 10.2010
Assistant Manager
Tata Teleservices Ltd
04.2008 - 06.2010
Application Support Engineer
3i Infotech
10.2006 - 11.2007
B.E. - Electronics
Nagpur University