Samadhan Temkar

• Manage IT Service Operations & ensure that we meet targets on basis of agreement with the clients and work towards the Service improvement plan
• Handling Mahindra & Mahindra LTD Pan India sites includes 30 Area Offices, 20 Manufacturing & production plants and corporate offices
• Current Team strength 225 includes 6 Site In-charge, 16 Team Leaders, MIS Team, End User Support, Remote Team, Asset & Vendor Team, VIP Support and Request Management Team who all are directly reporting to me
• Daily Pending Calls Review with the customer and leaders to review and analyses the long aging tickets
• Monthly Review meeting with Sr Managements to present our SLAs, Call closure count and achievements
• Working closely with the customer to handle daily operations transactions like Escalations, Project Handling, OEM Meetings
• Managing and provisioning infrastructure resources for internal users such as DevOps teams and external users including customers and partners
• Working with external partners, auditors and consultants on risk management and regulatory compliance Projects
• Implementing ITIL process, identify problematic areas and implement strategic solutions in time
• Design all company strategies for all businesses and resolve all compliance issues and perform research for all product competition
• Develop a strong understanding of business and system processes
• The ability to use, understand and interpret the best practice, policies, and procedures to ensure adherence
• Weekly review with M&M CIO and Senior Management to discuss new changes and implementation in the project
• Work on the Automation in the ITAM and ITSM platform to improve the service quality
• Developed and tested Business Continuity Plans (BCP) and Disaster Recovery (DR) drills.

Project Accountability:

Managed IT Service Operations and ensured achievement of targets based on client agreements while actively working towards the service improvement plan.

Service Operation:

Assigned and communicated new processes to engineers, facilitating coordination with technology and related domains for seamless deployment of new requests.

Reports and Documentation:

Published daily, weekly, and monthly reports across various divisions of PAN India to assess site performance.

Incident Management:

Analyzed critical issues and implemented prompt solutions for efficient service restoration.

Collaborated with resolvers to analyze issue root causes and effectively documented them, offering in-depth overviews of their impact as well as suggestions for corrective and preventive measures to the Client.

Change Management:

Created comprehensive documentation to gain client and operational approvals, ensuring smooth implementation of changes.

People Management:

Implemented strategies for team development by conducting regular performance reviews.

IT Internal and External Audit:

Continuously improved IT processes upon implementing audit recommendations.

BCP and DR drill:

Developed and tested Business Continuity Plans (BCP) and Disaster Recovery (DR) drills, contributing to effective handling of unforeseen disruptions.

IT Helpdesk:

Managed IT Helpdesk operations, optimized ticket resolution processes and improved response times.

Server/Network and Security Operation:

Orchestrated IT infrastructure to ensure the seamless operation of servers, networks, and security systems.

IT Service Delivery:

Oversaw IT service delivery to ensure adherence to SLAs and maximize customer satisfaction.

Incident Management:

Successfully minimized downtime and ensured prompt service restoration through leadership in resolving critical incidents.

Change Management:

Led Change Management process, ensuring successful implementation of changes with minimal disruption.

BCP and DR Drill:

Developed and tested robust Business Continuity Plans (BCP), ensuring effective response to potential disasters through thorough Disaster Recovery (DR) drills.

People Management:

Built high-performance IT team through effective recruitment, training, and mentorship

Incident Management:

Spearheaded the resolution of critical incidents, minimizing downtime and ensuring quick restoration of services.

Change Management:

Led the Change Management process, ensuring the successful implementation of changes with minimal disruption.

IT Service Delivery:

Oversaw the delivery of IT services, ensuring SLA compliance and high levels of customer satisfaction.

BCP and DR Drill:

Developed and tested Business Continuity Plans (BCP) and Disaster Recovery (DR) drills.

People Management:

Built and led a high-performance IT team through effective recruitment, training, and mentorship.

Create and manage user accounts.

Assign and revoke permissions based on user roles.

Implement security policies for user access.

Monitor and manage network performance.

Set up and manage servers, workstations, and networking equipment.

Regularly update and patch software to address vulnerabilities.

Conduct security audits and risk assessments.

Provide support for hardware-related issues, including diagnosing and replacing faulty components.

Install, upgrade, and maintain software applications.

Troubleshoot and resolve OS-related issues.

Troubleshoot network connectivity issues for desktops and laptops.

Implement and manage desktop backup solutions.