Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

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

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

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Sandeep GandheerSr Techincal Lead