Open To Work
Hi, I’m
RAHUL DILIPRAO CHAMBHARE
Manager || - Tech Support, CoE Engineering & Customer Support
Pune,MH
Work Preference
Summary
Accomplished IT Service Desk Operations Manager with 13+ years of experience in IT Enabled Services (ITES), specializing in global 24x7 support environments. Demonstrated expertise in managing large-scale IT operations, leading teams of 50+ support agents and multiple team leads across Incident, Problem, Change, and Service Request Management aligned with ITIL best practices.
Highly skilled in ITSM frameworks, project management, and cross-functional stakeholder collaboration, including coordination with NOC and SOC teams. Proficient in managing multi-channel support (phone, chat, portal), driving operational excellence, and delivering transformational initiatives. Seeking opportunities to leverage best practices in IT operations to align technology solutions with strategic business goals.
Overview
13
years of professional experience
3
Certification
Work History
Johnson Controls
Sr. IT Technical Operations and Delivery Manager
03.2020 - Current
Job overview
- Global IT Remote Support Leadership: Directed worldwide L1, L2, and partial L3 support for customers, achieving resolution of over 90% of logged cases.
24/7 Service Desk Management: Oversaw a global IT Service Desk with 50 support agents and 5 team leads, ensuring optimal staffing, process compliance, and continuous business process improvement.
Performance & Compliance: Monitored daily operations for SLA and KPI adherence; delivered analytical reports to senior leadership.
IT Systems & Change Management: Configured IT systems and executed changes in line with SOPs and change/release management policies.
Escalation Handling & RCA: Managed escalations and conducted root cause analysis for low CSAT scores, implementing service quality enhancements.
ITSM Process Deployment: Led implementation and support of ITSM processes including Incident, Change, Problem, Service Request, and Knowledge Management.
Metrics & Reporting: Developed KPIs and metrics to measure ITSM effectiveness (service availability, MTTR, ticket trend analysis).
Policy & Standards: Established governance frameworks to ensure consistent, high-quality service delivery.
Project Leadership: Directed cross-functional teams to deliver strategic, high-priority projects, improving delivery efficiency.
Budget & Vendor Management: Managed projects with budgets up to $2M, including financial planning, vendor coordination, risk mitigation, and cost-benefit analysis.
Documentation & Frameworks: Authored and maintained SOWs, SLAs, MSAs, and service management frameworks.
Customer Satisfaction: Enhanced CSAT and NPS through proactive service delivery and engagement strategies.
End-to-End Project Lifecycle: Managed resource planning, scheduling, estimation, and stakeholder reporting.
ITIL Practices & Tools: Implemented ITIL practices using Jira and ServiceNow; led Jira-to-ServiceNow migration and portal workflow design.
Training & Development: Conducted targeted training programs to upskill teams and promote performance excellence.
Vendor Coordination: Ensured precision in execution and successful project closures through effective vendor collaboration.
Operational Innovation: Designed a Shared Service Model for Professional Services at JCI, leveraging Lean Six Sigma for efficiency.
Financial Oversight: Managed revenue generation, invoicing, resource allocation, and infrastructure cost analysis.
Process Optimization: Streamlined incident and request management to reduce downtime and improve reliability.
Cross-Functional Collaboration: Worked with multiple teams to ensure SLA compliance and drive customer satisfaction improvements.
Zensar Technologies
Team Leader - IT Service Desk
08.2018 - 03.2020
Job overview
- As a Team Lead at Zensar, I played a pivotal role in enhancing client services, operational resilience, and team performance through strategic process implementation and data-driven decision-making.
- Implemented the RACI framework to define clear roles and responsibilities across client services.
- Designed and executed the Business Continuity Process (BCP) and established KPI benchmarks to strengthen operational resilience.
- Conducted detailed reviews of the incident management process to improve workflow efficiency and resolution times.
- Supervised the creation of periodic Service Delivery reports, offering actionable insights to IT management.
- Provided executive-level visibility into operational performance, incidents, outages, resource allocation, and service levels.
- Managed FTE billing to ensure accurate and timely invoicing, enhancing financial transparency.
- Achieved a 30% expansion in project business through strategic acquisition of additional services and FTEs.
- Utilized the Cherwell ticketing system to track incidents and ensure SLA compliance.
- Leveraged Excel and Power BI for statistical analysis and performance tracking.
- Defined and communicated objectives, providing regular coaching and feedback.
- Generated team and performance reports to drive continuous improvement.
- Managed and documented processes to support operational excellence and knowledge sharing.
- Implemented a best-in-class IT support operating model, integrating internal teams and outsourced providers.
- Championed continuous process improvement through documentation validation and procedural standardization.
Amdocs
Technical & Business Operation Analyst
01.2015 - 08.2018
Job overview
- As a Technical & Business Operation Analyst at Amdocs, I played a key role in delivering high-quality technical support and ensuring operational excellence across global teams.
- Ensured accurate logging of support calls in ServiceNow (SNOW), adhering to SOPs and maintaining quality checklists for progress tracking.
- Comprehensive support provided for a wide range of technologies including: Microsoft Office 2010/2013 (Outlook, Word, Excel, Access, Lync), Windows OS (7, 8, 10), Internet Explorer, desktops, laptops, printers, scanners.
- Supported mobile device email configuration across Android, iPhone, iPad, and BlackBerry platforms.
- Created desk phone profiles using PuTTY Tool, enhancing internal communication systems.
- Acted as the primary escalation point for UTS (Unified Ticketing System) and VPN-related L3 tasks.
- Delivered server-side support including: User account creation and Active Directory management, Mailbox setup via Exchange Server Panel, Lync ID creation and Outlook permission configuration.
- Resolved technical issues and performed remote software installations using: Remote Desktop Connection, Windows Remote Assistance, SMS Remote Tool, and Bomgar Remote Tool.
UNOCOM
Technical Supporter
09.2014 - 12.2014
Job overview
- Troubleshoot the problems regarding system slowness, Antivirus/Virus related issue, Internet explorer related issue.
- Support the following technologies: Microsoft Office 2010/2013 products - Outlook, Word, Excel, Access, Internet Explorer, Windows 7, 8 desktops, laptops, and Antivirus StopZilla.
Wipro
Technical Consultant
05.2014 - 08.2014
Job overview
- Troubleshoot the problems of customers, SharePoint Online, SharePoint permission issue and web part development, Office 365.
- Support the following technologies: Creating User Account, Active Directory, creating mailbox on exchange server panel, creating Lync ID, Outlook permissions, Account lock out, Domain Issue, Account permission, DL Permission and Group manager. Microsoft Office 2010/2013 products - Outlook, Word, Excel, Access, Lync communicator, Internet Explorer.
AAKG Group
Technical Support Engineer
08.2012 - 02.2014
Job overview
- Responsibilities of maintaining the Server, Training batches for ethical hacking, maintaining dialer server (Go-Auto Dial), installing soft phones and Hard phones, Maintain the overall LAN and WAN and repairing printers in A.A.K.G Group.
- Installed LAN and WAN network more than 150 PCs.
- Support the following technologies: Microsoft Office 2007/2010 products - Outlook, Word, Excel, Access, Internet Explorer, Windows 7, 8 desktops, laptops, printers, Scanner, basic, LAN/WAN connectivity.
Education
RTMNU University
Bachelor Of Engineering from Electronics and TelecommunicaƟon
01.2012
University Overview
MSBTE University
Diploma from Electronics and TelecommunicaƟon
01.2009
University Overview
State Board of Maharashtra
SSC from General
01.2006
University Overview
Skills
- Service Delivery Management
- Operations Management
- Program Delivery
- Technical Leadership
- AWS
- DevOps
- Customer Experience Management
- IT Operations
- Project Delivery
- SQL
- Data Science
- ServiceNow
- Cherwell
- Customer Support
- Service Level Agreement
- Team Management
- Incident Management
- Business Development
- Customer Engagement
- PMO
- Customer Satisfaction
- Negotiation
- Revenue Management
- Excel
- PowerPoint
- PowerBI
- Jira
- Six Sigma Lean
- PMP
Certification
- Six Sigma Green Belt
- ITIL Foundation
- PRINCE2 Agile Project Management Certifications
- Critical Thinking for Better Judgment and Decision-Making
- DevOps Fundamental learning
Accomplishments
Accomplishments
- Implemented strategic IT cost-saving initiatives that reduced annual expenditure by 10%.
- Received numerous accolades and positive feedback on Brivo and LinkedIn portals.
- Increased project business by 30% through strategic service acquisition.
- Achieved 100% compliance with Business Continuity Process KPI goals.
Attributes
Attributes
English, Hindi, Marathi, cricket, fitness, table tennis, biking, cooking, continuous growth, personal development, professional developmentPersonal Information
Personal Information
- Title: Manager II - Tech Support - CoE Engineering & Customer Support
- Nationality: Indian
Timeline
Sr. IT Technical Operations and Delivery Manager
Johnson Controls
03.2020 - Current
Team Leader - IT Service Desk
Zensar Technologies
08.2018 - 03.2020
Technical & Business Operation Analyst
Amdocs
01.2015 - 08.2018
Technical Supporter
UNOCOM
09.2014 - 12.2014
Technical Consultant
Wipro
05.2014 - 08.2014
Technical Support Engineer
AAKG Group
08.2012 - 02.2014
RTMNU University
Bachelor Of Engineering from Electronics and TelecommunicaƟon
MSBTE University
Diploma from Electronics and TelecommunicaƟon
State Board of Maharashtra
SSC from General