Sagar Belkhede

• Expertise in Operations, Service Delivery, Cloud migrations Operational Excellence and Automation initiatives
• Managed support of Core Products and Enterprise applications

Current Role:

Special Project: For the current year Pitney Bowes took a critical decision to move all its infrastructure to AWS cloud to save costs and increase the reliability and resiliency of the infrastructure. It was a complex project considering it was a legacy product with a custom setup for various Global markets (US, EAME, APAC). This project also received “Innovation of the year” organizational award at the hand of CIO of the organization

Responsibilities:

• Coordinate on behalf of Operations team in the design and architecture phase
• Migration of Production environment from on-prem to Cloud
• Design and Implement Cloud based monitoring and dashboards
• Maintain compliance with Security and Cost audits
• Ensure timely pen test and fixing of vulnerabilities for the on-prem as well as cloud based infrastructure
• Develop and Document new process for the cloud environment and ensure compliance
• Apart from the above project, In current role I am responsible for managing the team that supports one of the Crown Jewels applications (Tier3 and DLA
• Operations) for Pitney Bowes
• Following are the high-level areas that I have ownership of:
• Hiring an onboarding of the team
• Transition from vendor team to insourced team
• Managing Deliverables and Service Levels
• Managing Maintenance projects (Bug fixes and Feature enhancements for products)
• Managing Development lifecycle for T3 Online (ancillary product for primary supported products)
• Driving Innovation and Optimization objectives for the team
• Maintaining Team Engagement Levels
• Provide growth and learning opportunities to the team
• Mentoring and guidance to the team
• Advisory for local teams reporting globally (Member of Local IT Council)
• Ordered new equipment and inventory and scheduled repairs for damaged equipment

• Ensuring Employee Engagement scores are maintained for my org
• Ensure Pitney Bowers Core values and culture is incorporated in team
• Guide and build the Innovation culture in the team
• Work with multiple Product Support Managers based out of US to maintain the Product SLAs and uptime
• Dotted line reporting to US based Senior Management on Product
• Availability and Team operations
• Drive Org level projects within the team, viz; Innovation, Ecommerce
• Cloud, Operational Excellence
• Calibrate and Adjust metrics as per change in technology and maturity of the team
• Change and adjust team composition and org structure according to change in technology and operational needs
• Work with multi location Engineering teams to maintain synergies between support and engineering org

• Product Support team transition from vendor (Wipro) to Pitney Bowes
• Building up India team and guide them in transition
• Coordinate for KT between vendor and in-house team and ensure seamless transition
• Initiate and maintain support post sunset of vendor support
• Mentor and Guide the team to maintain strict SLAs of product availability
• Coordinate with the US management and Product owners team for support of Products
• Maintain 24 X 7 operations of the India team
• Ensure ITIL processes are implemented
• Establish, Generate and report Metrics for team performance.

• Work Profile:
• As a part of, ODC, I was responsible for managing the FX trading platform support team
• The trading platform catered to global markets hence availability and performance were of paramount importance
• Any downtime was direct financial loss for the organization
• There were strict SLAs around response and resolution times
• Following are the various roles that I carried out during my tenure in the organization, Managing offshore support deliverables
• Managing the client expectations and satisfaction for FX Trading
• Support team
• Guide and supervise other support teams : Commodities trading, Fixed
• Income Support, Security Master Support, IBIS Support and GSMOS
• Support
• Monthly reviews with client/onsite counterparts to ensure grievances/requirements are responded and fulfilled
• Implementing management directives to ensure all teams are functioning as per directives from higher management
• Updating and maintaining costing data
• Maintaining resourcing/SLA/performance data for the teams
• Coordinating with different organizational entities (resourcing/admin/HR/training/visa) to ensure teams comfort and facilitating their operations
• Maintain team morale and conductive atmosphere for the team to perform
• Contribute to developing customized best practices (SPEED) for organization wide support projects
• Ensure team’s compliance to SPEED
• Received organizational level runner-up award (Synechron Oscar) for best performance in Prod/App support role.

• Managing a team for supporting time critical and highly sensitive FX
• Trading Applications
• Contributing in the resourcing and recruitment process for the team
• Assessing and provisioning for teams training needs
• Ensuring team motivation to maintain high quality work
• Identify and implement best support practices
• Ensure RA and PA for issues are worked upon and implemented
• Performance reporting to client
• Coordination with clients on a day to day basis to ensure client satisfaction
• Ensure adherence to SLAs and support procedures.

• Leading a team for supporting time critical and highly sensitive FX
• Trading Applications
• Participating in the resourcing and recruitment process for the team
• Line up and conduct training for team members
• Managing and scheduling of shifts for the resources
• Guiding the team on implementing best practices in support
• Handling escalations for the team
• Ensure the team is able to handle critical issues
• Ensure the team is working within the SLAs specified by the client
• Helping the management in generating team performance and monitoring reports.

• Production support for around 15 applications of foreign exchange and commodities trading environments
• Acting as L1 and L2 support for Bank traders in the US, London and
• Hong Kong
• Working on daily tickets
• Researching issues for root cause and prevention of recurrence
• Carrying out End Of Day procedures for various trading applications
• Carrying out weekly/monthly maintenance activities
• Release and Deployment for the proprietary trading application
• Carry out Knowledge transfer for trainees/new employees.

• Work Profile:
• WNS, one of the topmost BPOs in India, had multiple client networks at their premises
• All clients were provided with a dedicated LAN which utilized centralized service like security and connectivity
• I was hired to port the legacy
• LAN and WAN connectivity from Nortel and other legacy networks to modernized CISCO networks, enhancing the latency, security and reliability of the WNS network for its clients
• Responsibility:
• Provisioning, Maintaining and Monitoring WAN link for WNS Pune
• Provisioning, Maintaining and Monitoring LAN setup at WNS Pune
• Planning and Commissioning of new Processes
• Configure and maintain and migration of Nortel and Cisco switches
• Configure and maintain WAN equipment with a mix of Juniper, Cisco and Linux based routers
• Configure and maintain firewalls with a mix of Netscreen and Cisco, for various processes
• Provision and Maintain VLANs for various processes at WNS Pune
• Maintain network and cable hygiene in all network aggregation and hub rooms
• Maintain documentation for the LAN and WAN setup at WNS Pune

• Profile:
• SIFY came up with a new business model of reaching retail internet customers through the cable operators, utilizing their existing cable networks
• I was assigned to lead this project for Western region starting from Pune
• As the cable operator network was highly unmanaged and unorganized, SIFY had to implement various improvement activities in coordination with the cable operators to give quality service to its end users
• Responsibilities:
• Ensuring effective and timely service for retails broadband customers for Rest of Maharashtra
• Leading a team of 5 TLs and 30 engineers across Maharashtra
• Assigned responsibility for implementing Kaizen for Cable Operator (SIFY Business Associates) networks spread across the city
• Audits and improvements in the Cable Operator Network
• Root Cause Analysis and timely resolution of the same
• Ensuring service levels for all customers and cable operators
• Implementing control rooms for Cable Operators as per SIFY standards and maintenance of the same
• Responsible for maintaining MAN for aggregating Cable Operators network traffic to SIFY NOC.

• Work Profile:
• After working in Pune in wireless network was moved to West head office for managing Wireless Base Station Networks for Western region (Mumbai, Goa,
• Gujarat, )
• Responsibilities:
• Technical lead for Broadband Connectivity and Base station Network/
• Infrastructure for Maharashtra region
• Ensuring uptime of wireless links between the Base stations and corporate customers on wireless networks
• Assigned responsibility of survey and commissioning of new Base station as per the customer requirements
• Monitoring and managing the traffic and bandwidth utilization across
• Base stations and ensuring security policies and standardization across all basestation
• Actively involved in documentation of the Base station network, traffic flow and operations manual
• Independently handled contingency plans & infrastructures for all Base stations
• Timely maintenance of the Base station Network
• Actively involved in Traffic Engineering for Base station networks

• After handling support for retail customers was promoted to NOC engineer, where the primary responsibility was to maintain the uptime of Pune NOC
• Along with was given additional responsibility for iways (Sify cyber cafes) and
• MDUs (Multi Dwelling Units)
• Also led the roll out of Wireless Broadband service for Pune and downstream region
• Responsibilities:
• Headed operations of Wireless broadband team & Multi Dwelling for
• Maharashtra region
• Actively involved in configuring, maintaining and troubleshooting of broadband equipment
• Identification and set up of wireless base-stations for covering the target area
• Ensured maintenance of proper technical hygiene at the base stations
• Primary for managing operations for Iways (SIFY cybercafes) for
• Maharashtra
• Supervised the work of Field Tech support Engineers to ensure smooth functioning of Iways with 100% uptime
• Planning and Setup of MDU (Multi Dwelling Units) for retail users in housing societies and apartments
• Monitored & guided Field Support for maintaining and supporting the
• MDU sites
• Ensured 99% uptime of all Leased Circuits (corporate/internal) and 100% uptime of equipment at SIFY Pune NOC
• Provided technical support for corporate clients of Pune NOC & ensured first level support to downstream NOCs across Maharashtra
• Actively provided support for maintaining Office LAN network
• Ensured activities and procedures were followed with strict compliance to the ISO processes defined
• Owner of RCA and CA process for the NOC

• Work Profile:
• Joined Satyam Infoway as an intern from NIIT as a part of final year industry experience
• Was hired based on performance as an intern
• Primary support for dialup retails customers engaging both in telephonic and field support
• Also provided L1 support for corporate customers
• Responsibilities:
• Independently managed telephonic and field support for Retail
• Customers for PSTN/ ISDN connectivity
• Directly extended support for various customer viz; VPN, FES and
• Lotus Notes Mailing support
• Entrusted with providing of first level support for customer care executives at downstream NOCs across Maharashtra