Pankaj Badarayani
Pune
Summary
Accomplished Service Delivery Manager with over 14 years of experience currently working in FinTech organization leading engineering staff of 10 Team Members, specializing in leading cloud engineering teams and managing comprehensive IT infrastructure. Proven track record in implementing cost-effective cloud solutions, aligning operations with ITIL standards, and making swift, informed decisions that drive business success. Renowned for strategic leadership, fostering cross-functional collaboration, and translating complex technical concepts into actionable business outcomes. Committed to delivering exceptional customer service through hands-on execution and empowering teams to achieve excellence.
Overview
15
15
years of professional experience
15
15
Certifications
1
1
Language
Work History
Service Delivery Manager
FIS Solutions India Pvt. Ltd
01.2020 - Current
- Administer efficient working of IT Operations team and achieved all objectives for Cloud and SaaS Based client platform.
- Monitor all change management functions and ensure compliance to business requirements.
- Analyze design feasibility of all IT infrastructure process and operations.
- Streamlined process, reduced Severity issues and escalations by separating support tasks, creating new leadership positions, and implementing best practices.
- Manage all staff recruitment process and appraisals.
- Oversee all systems administration, server monitoring with Nagios, storage, backup / recovery and data migration with goal of 100% uptime for business continuity in cloud infrastructure.
- Manage development and implementation of multiple Automation to overcome the repetitive work and made sure the accuracy and consistency in delivery of service.
- Develop, document, make recommendation, plan and implement onboarding of new clients on public cloud platform, including analysis of cost reduction opportunities.
- Drive continuous improvement of project processes – methodology, templates, best practices, etc. based on lessons learned Manage all staff recruitment process and appraisals.
- Recruit, train and mentor all IT staff members, developing teams and leaders to ensure that business value is maximized, and IT goals are achieved.
- Recognizing and rewarding team for their achievements.
- Managing Snow ticket dashboard and KB Dashboard.
- Providing RCA drafting.
- TOIL Reduction
- Build monitoring alerts and incident response processes
- Improve operational processes and team practices
- Notable Contribution: Managed to streamline the IT Operations team for which received Above and Beyond award.
Senior Engineer
HSBC India Ltd
03.2018 - 12.2019
- Managing Technical Staff to provide solutions for End user computing of all business units within HSBC.
- Introduced several technology innovations in the company such as Citrix Xenapp,iVanti Appsense
- Primarily managing service delivery for VDI Virtual Platform and XenApp Hosted Shared Desktop & Application Delivery to a user base of 50k users
- Provided technical support to all levels in the organization including technical upgrade planning, and operational administration.
- End to End planning to make sure smooth implementation of infra upgrade from Xenapp 6.5 to 7.15 upgrade.
- Patch management, package deployment through SCCM.
- Policy configuration and managing XenApp restricted access with Appsense ( Ivanti ).
- Worked on CU3 installation across Xenapp 7.15 environment.
- Train new staff to develop their product knowledge/technical skills.
- Performed HR functions of on-boarding, recruiting, interviewing candidates.
- Ensure team adherence to company and IT policies and procedures
- Responsible for managing the Shift schedule as well as managing the resources for weekend activities.
Technical Lead
Cognizant Technology Solutions India Private Ltd
12.2014 - 02.2018
- Worked as Transition lead and I was responsible for gathering client Citrix infrastructure details.
- Reviewed the Customer Environment and documented the enhancement/Improvements required.
- Prepared Transition document and gave Cross KT to Operation Team.
- Managing Citrix infrastructure of the client.
- Leading and managing Citrix, Monitoring Team as Technical Lead.
Senior System Support Engineer
Tech Mahindra Limited
03.2014 - 12.2014
- Worked as Senior Engineer of infrastructure Citrix and windows team.
- Exposure of Transition of Project from one vendor to Tech M.
- Responsible for managing Citrix Farms of 4.5 and 6.5.
- Preparation of weekly, Monthly documents/Dashboard reports as well as service documents like System Appreciation Document and Standard Operating Procedures (SOPs).
- Preparing RCA and case studies for P1 and P2 issues
Systems Engineer
SunGard Solutions Software (India) Pvt.Ltd.
11.2011 - 03.2014
- Worked as System Engineer and providing L2/L3 level support to end users.
- Incident handling as per Service operation guidelines
- Proactively managing service availability using service management tools
- Scheduled Installation, Maintenance and patching on Windows servers
- Managing Citrix infrastructure at L2 and L3 Level including connectivity problems, server issues, Granting access to Citrix published applications, Publishing Applications on Farms and application errors.
- Providing support to priority issues of applications and servers on windows servers.
- Creating KB Articles
- Managing and provide training to monitoring team.
Technical Support Representative
Cybage Software Pvt Ltd, Pune
12.2010 - 11.2011
- Worked as technical support Executive to provide L1/ L2 level support.
- Managing and maintaining the Windows servers 2003/2008 servers including Active Directory.
- Part of Monitoring team.
- Working on alerts and incidents assignment and troubleshooting.
Education
Bachelor of Engineering (B.E.) - Computer
PVG’s COET, Pune University
Skills
Cloud Computing
undefinedCertification
Citrix Certification:
Personal Dossier
- Date of Birth : 18th September 1987
- Address : Pune, Maharashtra, India
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Timeline
Service Delivery Manager
FIS Solutions India Pvt. Ltd
01.2020 - Current
Senior Engineer
HSBC India Ltd
03.2018 - 12.2019
Technical Lead
Cognizant Technology Solutions India Private Ltd
12.2014 - 02.2018
Senior System Support Engineer
Tech Mahindra Limited
03.2014 - 12.2014
Systems Engineer
SunGard Solutions Software (India) Pvt.Ltd.
11.2011 - 03.2014
Technical Support Representative
Cybage Software Pvt Ltd, Pune
12.2010 - 11.2011
Bachelor of Engineering (B.E.) - Computer
PVG’s COET, Pune University