Sandeep Gandheer
Sr Techincal Lead
New Delhi
Summary
Senior Technical Leader with 13+ years of experience overseeing complex support operations, technical teams, and enterprise infrastructure across global environments. Recognized for building high-performing support systems, driving service excellence through ITIL practices, and minimizing downtime in high-pressure scenarios. Proven track record of managing international deployments, optimizing performance through analytics, and fostering team growth in cross-functional environments.
Overview
16
16
years of professional experience
8
8
Certifications
Work History
Senior Technical Lead
Fareportal India Pvt. Ltd.
01.2022 - Current
- Lead a team of 10 support engineers, managing 24x7 technical operations for mission-critical IT systems.
- Enhanced incident response efficiency by 95%, with measurable improvements in user satisfaction and uptime.
- Implemented SLA-driven monitoring practices using SCOM, SolarWinds, Azure, and SaaS tools like Rigor.
- Directed major infrastructure upgrades and introduced best-practice service workflows aligned with ITIL.
- Established vendor coordination protocols and streamlined third-party management for hardware/software assets.
- Reduced downtime in 2024 through predictive diagnostics and targeted problem management initiatives.
- Awards: Fareportal Best Employee (2023 & 2024)
Manager – Monitoring & Infrastructure
SAXO Group India Pvt. Ltd.
08.2012 - 01.2021
- Managed global monitoring frameworks using Dynatrace, Kibana, ElasticSearch, and SCOM for 24x7 environments.
- Acted as primary escalation authority for service outages, coordinating with onshore/offshore leadership.
- Orchestrated deployment and patching cycles across 200+ servers, maintaining compliance and performance standards.
- Led weekend maintenance regimes and championed checklist compliance for critical systems.
- Onsite tenure at Saxo Bank HQ (Copenhagen, Denmark) across multiple project engagements (2012–2015).
Network Administrator
AT Kearney India Pvt. Ltd.
06.2011 - 04.2012
- Delivered advanced support for Exchange, Active Directory, and Citrix environments.
- Managed account provisioning, mailbox creation, and administered POSTINI filtering systems.
Sr. Engineer – Helpdesk & Support
CMS Info Systems
09.2010 - 04.2011
- Led desktop and application support team; conducted regular audits and checkups.
Helpdesk Supervisor
Encore Capital Group
03.2009 - 02.2010
- Supervised helpdesk personnel and ensured SLA compliance; maintained internal ticketing systems.
Education
Bachelor of Commerce (B. Com) -
Delhi University
01.2007
Skills
IT Service Management: Incident Response, Change Control, Problem Analysis, SLA Management
Infrastructure Operations: Data Center Monitoring, Network/Server Maintenance, Deployment Oversight
Leadership & Strategy: Team Leadership, Vendor Coordination, Cross-Functional Collaboration
Tools & Technologies: SCOM, Dynatrace, Kibana, Azure, SolarWinds, Rigor, ServiceNow, Connect IT
Process Excellence: ITIL Framework, Risk Mitigation, Corrective Actions, Documentation & Audits
Certification
ITIL 2011 Foundation - AXELOS
Accomplishments
- Led international technical initiatives at Saxo Bank HQ (Denmark) from 2012 to 2015, contributing to major releases and infrastructure maintenance.
- Twice awarded Best Employee at Fareportal for superior incident and infrastructure leadership.
- Achieved significant reduction in downtime (2024) via strategic problem management and proactive system audits.
Timeline
Senior Technical Lead
Fareportal India Pvt. Ltd.
01.2022 - Current
Manager – Monitoring & Infrastructure
SAXO Group India Pvt. Ltd.
08.2012 - 01.2021
Network Administrator
AT Kearney India Pvt. Ltd.
06.2011 - 04.2012
Sr. Engineer – Helpdesk & Support
CMS Info Systems
09.2010 - 04.2011
Helpdesk Supervisor
Encore Capital Group
03.2009 - 02.2010
Bachelor of Commerce (B. Com) -
Delhi University