Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Awards
Timeline
Generic
Ravindra Joshi

Ravindra Joshi

Pune

Summary

Dynamic Program Manager with a proven track record at Morgan Stanley, excelling in ITSM tools and major incident management. Achieved a 40% margin through disciplined execution while enhancing client relationships and driving revenue growth. Skilled in Unix and passionate about fostering team engagement and continuous improvement.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Program Manager

Planet Payments
Pune, Maharashtra
04.2024 - Current
  • Manage and mentor a geographically distributed team, promoting a culture of accountability, transparency, and continuous learning.
  • Serve as the primary liaison for client leadership during critical incident and problem scenarios.
  • Ensure accurate and timely communication with internal and external stakeholders through incident reports, dashboards, and service reviews.
  • Analyse trends and patterns from incidents and problems to identity areas of improvement.
  • Implement automation and self-healing mechanisms to reduce manual intervention and improve service availability.
  • Ensure adherence to ITIL best practices, organizational policies, and audit requirements.
  • Generate and present weekly/monthly dashboards and KPIs on incident/problem metrics, highlighting risks, progress, and action plans.
  • Work closely with application, infrastructure, and product teams to ensure rapid issue resolution and service improvement initiatives.
  • Participate in Change Advisory Board (CAB) meetings and operational readiness reviews.
  • Revived a high-risk, red-flagged program within 6 months through strategic governance and clear accountability.
  • Key Achievements:
  • Reduced incident volume month-over-month by driving RCA, better monitoring, and proactive support.
  • Implemented process and tool enhancements to improve MTTR and overall service quality.
  • Led deployment of automated triaging, smart alerts, and enhanced RCA templates.
  • Strengthened 24x7 global operations to ensure seamless and efficient service delivery.
  • Improved stakeholder engagement through structured reporting and regular governance connects.

Portfolio Manager

Morgan Stanley
Pune, Maharashtra
06.2022 - 03.2024
  • End-to-End Delivery Ownership for Wealth Management and Identity & Access Management portfolios, overseeing development, support, and QA functions. Implemented strong governance, ensured SLA/OLA compliance, and consistently delivered high-quality outcomes.
  • People Engagement & Retention: Drove global employee engagement programs—connects, recognitions, skip-levels—fostering motivation, transparency, and reduced attrition.
  • Client Partnership & Customer Success: Acted as the SPOC for senior leadership. Captured Voice of Customer (VoC) and drove actionable improvements, enhancing satisfaction and trust.
  • P&L Ownership: Managed budgeting, forecasting, and cost optimization; improved margins while maintaining delivery excellence.
  • Business Growth & Expansion: Identified new opportunities, led successful bids, and contributed to major renewals and upsells—driving portfolio and headcount growth.
  • Onboarding & Talent Ramp-Up: Streamlined induction, knowledge transfer, and compliance alignment for new associates—accelerating time-to-productivity.
  • Process Excellence & Compliance: Ensured alignment with internal and client-defined governance models (Agile, DevOps, ITIL); drove continuous improvement and audit readiness.
  • Talent Development & Appraisals: Led performance reviews, mentored high-potential talent, and promoted upskilling and internal mobility.
  • Key Achievements:
  • Secured a $50M+ multi-year renewal & expansion
  • Won a global QA deal (100+ FTEs)
  • Delivered 40% margin through disciplined execution

Service Delivery Manager

Morgan Stanley
London Area
03.2019 - 05.2022
  • Customer Relationship Management:
  • Served as the primary point of contact for client leadership, conducting regular virtual and in-person connects to capture evolving needs, resolve concerns, and build trusted long-term partnerships.
  • End-to-End Infrastructure Delivery:
  • Led 24x7 service delivery across Unix, Windows, Storage, Backup, Database, and Network technologies (L1 to L3) through globally distributed teams. Ensured performance alignment with SLAs and client expectations by bridging communication and cultural gaps.
  • SLA/KPI Governance & Reporting:
  • Accountable for all contractual SLAs and KPIs. Ensured rigorous tracking, reporting, and proactive mitigation planning to maintain service excellence.
  • Productivity & Operational Efficiency:
  • Enabled measurable efficiency gains by implementing digital dashboards, effort tracking models, and continuous improvement initiatives.
  • Automation & Runbook Optimization:
  • Pioneered automation of high-volume, repetitive tasks through runbook automation, significantly reducing manual workload, turnaround times, and error rates.
  • Service Onboarding & Transition Management:
  • Led seamless onboarding of new infrastructure services and tools, covering requirements gathering, transition planning, team readiness, and steady-state handover.
  • Business Expansion & Innovation:
  • Explored new service areas, initiated value-driven discussions, and contributed to portfolio growth through enhanced engagement and solutioning.
  • Stakeholder Communication & Escalation Management:
  • Delivered timely updates on service performance, risks, and improvements
  • Key Achievements:
  • Contributed to $90M+ multi-year deal win within enterprise infrastructure portfolio
  • Achieved 40% effort reduction via runbook automation and proactive problem management
  • Expanded footprint by 40+ headcount in Infrastructure Engineering Services
  • Led successful multi-million dollar RFP responses with cross-functional teams

System Engineer

Syntel
Pune, Maharashtra
02.2010 - 04.2011
  • Served as a Level 3 Production Engineer supporting a critical gift card platform for a leading payments company. Responsible for ensuring platform stability, handling complex user-reported issues, and providing end-to-and support across production environments. Key responsibilities included:
  • Proactively monitored the health and performance of production systems to ensure seamless transaction processing and platform availability.
  • Investigated and resolved escalated issues related to online transactions, funding, settlements, and reporting from L2 teams.
  • Executed production deployments and release management activities, ensuring minimal downtime and adherence to compliance standards.
  • Provided dedicated peak season support during high-traffic periods such as Thanksgiving, ensuring business continuity and performance.
  • Participated in a 24X7 support model including night shifts, to maintain operational coverage and timely incident resolution.

Production Support Analyst

Nelito Systems Pvt. Ltd.
Pune, Maharashtra
06.2007 - 01.2010
  • Worked as a frontline support executive for the Bank of Maharashtra, delivering Level 1 production support for their core banking application. Acted as the first point of contact for branch-level users, ensuring timely resolution of technical issues and seamless day-to-day operations. Key responsibilities included:
  • Provided prompt support for core bank & application issues laced by branch users across various locations.
  • Handled high volumes at phone calls from bank, branches, offering real-time assistance and technical guidance.
  • Responded to user queries related to system navigation, transaction failures, and access issues, ensuring minimal disruption to banking services.
  • Logged and tracked issues for escalation to Level 2 or application teams when required, ensuring proper follow-through and resolution.
  • Maintained a high level of customer satisfaction by effectively communicating with users and ensuring clarity and confidence in issue resolution.

Education

Master's degree - Computer/Information Technology Administration and Management

Savitribai Phule Pune University
04.2007

Bachelor of Commerce - BCom, Accounting

Savitribai Phule Pune University
04.2004

Skills

  • Strong expertise in ITSM tools – ServiceNow, JIRA, Confluence – with hands-on experience in knowledge management, runbook automation, and both proactive and reactive problem management strategies
  • Proven capability in major incident management, ensuring minimal downtime and rapid service recovery
  • Skilled in transition management – driving seamless knowledge transfer, team ramp-up, and support setup across geographies
  • Technical proficiency in Unix, SQL, and enterprise monitoring tools such as Netcool, OpsGenie, Sockeye, and WatchTower
  • Experience with IPSoft IPcenter for intelligent automation and process optimization
  • Adept at identifying revenue growth opportunities, enhancing client relationships, and supporting deeper market penetration through value-driven delivery

Certification

  • ITIL V3 Foundation
  • Oracle PL/SQL Developer Certified Associate
  • SnowPro Core Certification

Accomplishments

  • Led an initiative that reduced a 220+ member L1 support team by driving automation, standardization, and proactive problem management, achieving significant cost savings
  • Managed the enterprise infrastructure portfolio and transitioned database support to a factory model, improving efficiency and service consistency
  • Recognized for operational excellence and problem management, enhancing system reliability and long-term value delivery
  • Developed best practices for project governance, including onboarding frameworks, training plans, and support documentation, boosting process maturity
  • Identified and implemented automation opportunities that improved platform stability and drove higher productivity
  • Contributed to large-scale program and proposal management, including estimations and cross-functional planning, aligned with client goals
  • Gained global exposure through on-site assignments in the UK, strengthening international delivery, and cross-cultural collaboration

Awards

Best Project Manager Award, QAPM CIO Consultant Award, Start of the Quarter

Timeline

Program Manager

Planet Payments
04.2024 - Current

Portfolio Manager

Morgan Stanley
06.2022 - 03.2024

Service Delivery Manager

Morgan Stanley
03.2019 - 05.2022

System Engineer

Syntel
02.2010 - 04.2011

Production Support Analyst

Nelito Systems Pvt. Ltd.
06.2007 - 01.2010

Master's degree - Computer/Information Technology Administration and Management

Savitribai Phule Pune University

Bachelor of Commerce - BCom, Accounting

Savitribai Phule Pune University

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Ravindra Joshi