Rajeev Pitkar
Summary
With over 25 years of experience in IT Service Management and IT Service Delivery, a proactive and performance-driven professional. Possessing a deep understanding of business priorities and revenue-producing activities. A genuine front-runner and team player, excelling in managing operations related to IT Service Delivery and Project Delivery.
Overview
35
35
years of professional experience
Work History
Field Tech Associate Director
NTT Data Information Processing Services Pvt Ltd.
12.2021 - Current
- I moved to Field Tech Associate Director role initially managing only DSS team of around 35 engineers, and soon managing team of around 170 Plus Field Technicians from DSS and Techroom along with 7 people managers
- My role primary role comprises of:
- Ensuring NTT policy compliance within the team
- Managing employee issues including performance review, disciplinary actions, conflict resolution
- Maintaining partner relations
- Mentoring people managers and field technicians
- Working with TA and GRM for fulfilling backfills and new project requirement
- Manage and regulate the process and BAU activities
- Implement Process improvements initiatives, standardization, and simplification
Delivery Specialist Advisor
NTT Data Information Processing Services Pvt Ltd.
12.2014 - 11.2021
- Service Delivery Team Manager my primary responsibility to provide Information Technology Infrastructure related technical and operational support to India Markets unit
- Providing Site Management for India Markets unit
- Supporting user problems / helpdesk escalations
- Provide high uptime on the Technology Infrastructure on a 24 x 7 basis
- Responsible for dealing room setup including IPC setup, Market Data (Reuters / Bloomberg) and Exchange (NSE ) connectivity
- Ensure business continuity in the event of disaster situation
- Ensure compliance with Citigroup IT Policy
- Implement new projects initiated by TI team and provide subsequent operational maintenance
Manager
Wipro technology Services (Citi Technology Services)
05.2006 - 12.2014
- I joined Citi technology Services as Service Delivery Team Manager my primary responsibility to provide Information Technology Infrastructure related technical and operational support to all business functions for Citibank locations across Western region and Treasury dealing room
- Along with this I am handling Software Management functions for the country
- Providing Site Management for western region and Dealing room
- Supporting user problems / helpdesk escalations
- Oversight as part of the TI Operations Team
- Provide high uptime on the Technology Infrastructure on a 24 x 7 basis
- Responsible for dealing room setup including IPC setup, Market Data (Reuters / Bloomberg) and Exchange (NSE / MCX) connectivity
- Ensure business continuity in the event of disaster situation
- Ensure compliance with Citigroup IT Policy
- Manage / co-ordinate for Citigroup internal Service desk application
- Maintain Software License inventory and perform annual reconciliation
- Implement new projects initiated by TI team and provide subsequent operational maintenance
Territory Manager – Customer Support
CMS Computers Limited
10.2000 - 04.2006
- I was promoted to Territory Manager – Customer Support after successfully handling the responsibility of Group Leader for the Citibank Team
- Currently I was handling Facility Management Support and Maintenance of PC / Server for Citigroup
- The scope of my job widened because of this, and it comprises of –
- Focussing on Business Development as a Key Result Area
- Monitoring and implementing various Processes related to Compliance, Information Security, Day to day Support, Escalation
- Development of sub-ordinates by guiding them technically and otherwise
- Arranging training programmes for engineers as per their requirements/capabilities
- Appraising more than 100 engineers/DBAs/DCOs/Helpdesk personnel on half-yearly/annual basis on factors like performance, attitude, technical competence, crisis management, etc
- Conducting interviews for new candidates and placing them according to their capabilities in different capacities
- Liaising with multiple vendors for support issues
- Acting as the one-point contact for any issues in Citigroup across India
Group Leader – Citibank Team
CMS Computers Limited
07.1999 - 09.2000
- Leading the team of 35 odd engineers stationed at different locations spread across Mumbai
- Y2K Co-ordination for Citibank India
- Being the liaison between these engineers and the higher management of CMS for issues/problems ranging from personal to official
- Providing technical support to all the subordinates
- Arranging/conducting in-house training programmes for new engineers inducted in the group
- Liaising with the Technology department in Citibank for their technical and commercial needs
- Interacting with various back-office departments of CMS for spares, logistics and personnel issues of all resident engineers
Customer Support Engineer
CMS Computers Limited
10.1997 - 06.1999
- The set-up was part of global network of CITIBANK consists of more than 500 PCs connected via multiple Switches to backbone LANs
- Connected to Fiber Optic backbone are multiple Windows NT servers, and Novell (3.x/4.x) servers connected using IPX and TCP/IP protocols
- Administration, Installation, Maintenance of the above network
- Network management functions including setting up/deleting user ids, Managing accesses control rights
- Supervisor related activities
- Providing Network Printing support (HP JetDirect Print Server, Lantronics, Nprinter.)
- Providing technical support/troubleshooting for day-to-day operations to users on Corporate LAN and standalones
- Setting up maintaining PCDACS domain Security software for DOS
- Monitoring Network Security and performance using HP OpenView Optivity software and CISCO Works software
- Configure and Monitoring NetWare Server auditing using LT Auditor Software
- Setting up LAN Workplace for DOS / Windows for FTP and Telnet activities and also for other TCP/IP services under DOS and Windows
- Setting up & Monitoring Internet and Intranet connectivity to LAN users through proxy server and through dialup access
- User training on Network related topics
- Co-ordinating with vendors / engineers, for both software and hardware related issues
- Managing Backup operations
- Insuring Audit related guidelines, which involves correct usage of software as per license held, maintaining network security using password policy for supervisory IDs, running of regular Anti -Virus checks, maintenance of backup cartridges at off-site locations and highlighting any discrepancy to the management
- Hardware and Software installation and upgradation
Service Manager
Sanganak Computer Services Pvt. Ltd.
01.1995 - 09.1997
- Sales and Service of Computer Systems and Peripherals
- Undertaking Annual Maintenance Contract
- Set-up of Novell NetWare 2.X, 3.X and 4.X at various places
- Successfully negotiated and executed various contracts for sales as well as service support with, Prestigious organisations like: National Institute of Oceanography, Goa., Sesa Goa Ltd., Goa University, INS Mandovi - Indian Navy, Signals II – Indian Army, Saraswat Co-operative Bank Ltd., Corporation Bank Ltd
Customer Support Engineer
Everest Computer Services
06.1990 - 12.1994
- Assembling and installation of computers
- Hardware and software configuring and testing of IBM compatible PCs
- System installation for inspection by client for final approval
Education
Diploma - Industrial Electronics
Board of Technical Education Maharashtra
Skills
Team collaboration and leadership
Strategic leadership
Decision-making
Organizational development
Relationship building
Crisis management
Operations management
Process improvement
Timeline
Field Tech Associate Director
NTT Data Information Processing Services Pvt Ltd.
12.2021 - Current
Delivery Specialist Advisor
NTT Data Information Processing Services Pvt Ltd.
12.2014 - 11.2021
Manager
Wipro technology Services (Citi Technology Services)
05.2006 - 12.2014
Territory Manager – Customer Support
CMS Computers Limited
10.2000 - 04.2006
Group Leader – Citibank Team
CMS Computers Limited
07.1999 - 09.2000
Customer Support Engineer
CMS Computers Limited
10.1997 - 06.1999
Service Manager
Sanganak Computer Services Pvt. Ltd.
01.1995 - 09.1997
Customer Support Engineer
Everest Computer Services
06.1990 - 12.1994
Diploma - Industrial Electronics
Board of Technical Education Maharashtra
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