Summary
Overview
Work History
Education
Skills
Personal Information
Awards
Additional Qualifications
Timeline
Generic

SANDEEP TARWE

PUNE

Summary

Accomplished 14 + years of extensive experience at different roles for multiple projects with key exposure to Change Management, Lead, Application Monitoring, Incident Management, Customer Support, and Project management. Excellent interpersonal skills and leadership abilities, ability to manage distributed multi-cultural and multi-ethnic project teams.

Multi-tasking Team Leader well-known for executing successful, Creates dynamic and positive workplace culture to align with organizational mission and values. Trains new hires and mentors struggling workers to achieve overall team success.

Overview

15
15
years of professional experience

Work History

Team Lead Primary Application Management

TCS
07.2015 - Current
  • Working as Tower Lead Queue Management, Work is to manage team, Managing Queue through ServiceNow, Change Management, Application Monitoring, Incident Management assignments of incident to correct Tower, handling client escalations, analysis of multiple bounced incidents, working as bridge between clients and tech towers, analyzing aged Incident preparation of daily weekly and monthly reports for team.
  • Also responsible for the MSR activities. Working as L&D spoc for entire account.
  • Also look after the JML activities, Managing VDI creation request, and Access management of application.
  • Also managing responsibilities as PMO for Pune location.
  • Looking after resource management, Timesheet Management for billable and non-Billable resources, Onboarding of new resources Seat allocations, Role tagging for the associates, collaborating with PMO of all sites.
  • Work closely with Service Managers for MSR. Also handle many different activities for project within account level and represent project.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Coached team members in techniques necessary to complete job tasks.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Conducted regular reviews of operations and identified areas for improvement.

Command Center Monitoring and Application Management

JetBlue
01.2019 - 04.2023
  • Working for Command center Monitoring and Application management, work is to look after kiosks and monitor servers, Nodes, and switches.
  • Need to do sanity testing for Web App and browser to look after booking, Check-in, payment, and add-on. Also reboot the kiosks if required.
  • Managing all strategic development delivery during change by reducing the impact in production environment.
  • We need to escalate all the issues within the SLA. Also initiate the bridge if required and gather the resolver groups and concerned teams.
  • Be with them till the services are in operational state by sharing our continuous observation about the issue.
  • Managing Stakeholders expectation by issuing regular communication and share the detailed communication after the services are restored and operational, also be with the resolver group to create the RCA report.
  • Work using ITIL framework to manage the incidents.
  • Also ensure all teams KPI and SLA are met.
  • Also join the bridge initiate by the other teams to share the impact at our owned application.
  • We monitor Application like Kiosk Manager, Appdynamics, Alertsite, Solarwinds, vRops, and escalate the alerts through Servicenow.
  • We rigorously keep track of check-in, Booking, payment Mobile App (IOS & Android), Business transaction and kiosk checkin through Appdynamics. Also keep track of all the servers, Routers, Nodes, and switches for all the airports.

Case Manager

Telstra
07.2015 - 12.2018
  • Was handling business customers and looking at end to end connection for migrating them from copper to optical fiber.
  • Also, I started the self-installation, where I call the customer and assist them to connect and configure the modem, due to which Telstra and customer used to save $ 149 and tracked more than 150 customer who self-installed the modem and where not paying the bill.
  • Started there back dated billing.
  • Trained approx. 10 associates for the same. And handled team of 18 associates for 3 months.

Senior Associate (SME)

Convergys
03.2014 - 06.2015
  • Worked for UK Telecom (Orange, T-Mobile, and EE). Was handling customers query regarding Billing, Broadband and Sales for additional connections.
  • Was handling a team if 15 as a team support.
  • Used to take escalations call, Attend Manager calls with clients.
  • Take coaching sessions for bottom performers.

Senior Marketing In-charge

Priya Sales
01.2012 - 03.2014
  • Looking after the requirements of dealers and distributors for Parle and Parle Agro products.
  • Also keep track of the stocks and place order for required materials.

Senior Associate

Wipro
11.2010 - 12.2011
  • Was working For US Banking project. Dealing with Auto finance queries of the customer.
  • Taking payments, Loan extension, changing of due date, and worked on secured messages.

Education

B.B.A - Bachelors

MATS University
Raipur
06.2019

Diploma In Hospitality and Cabin crew -

Avalon Aviation Academy
Nagpur
06.2010

HSC -

Maharashtra Board
Nagpur
06.2007

SSC -

Maharashtra Board
Nagpur
06.2005

Skills

  • Performance monitoring
  • Trend tracking
  • Stakeholder management
  • Workflow management
  • Employee engagement
  • Resource allocation
  • Client communication
  • Change management
  • Work assignment delegation

Personal Information

  • Date of Birth: 04/25/89
  • Gender: Male
  • Nationality: Indian
  • Marital Status: Married

Awards

  • Star Team Award
  • Best Team Award
  • Applause Award
  • Learning and Achievement Award (3)
  • Service & Commitment Award
  • Xcelerate Warrior Certificate

Additional Qualifications

  • Project Management Foundation Certificate
  • Leadership Talent Management
  • TCS internal Service Delivery Operations Program
  • ITIL Foundation Certification
  • Servicenow Micro certification – Application Portfolio Management
  • ServiceNow Micro certification – Enterprise Onboarding and Transitions.
  • Software Security Assurance
  • Certificate in Market Research domain
  • Completed TCS Internal cross culture certifications.
  • Completed TCS Internal Certification Related to banking, fraud, Market research, Airlines.
  • Completed SQL Essential Training, Windows 10 Networking, Troubleshooting Common PC issues, Windows Installation & Configuration on Lynda.Com

Timeline

Command Center Monitoring and Application Management

JetBlue
01.2019 - 04.2023

Team Lead Primary Application Management

TCS
07.2015 - Current

Case Manager

Telstra
07.2015 - 12.2018

Senior Associate (SME)

Convergys
03.2014 - 06.2015

Senior Marketing In-charge

Priya Sales
01.2012 - 03.2014

Senior Associate

Wipro
11.2010 - 12.2011

B.B.A - Bachelors

MATS University

Diploma In Hospitality and Cabin crew -

Avalon Aviation Academy

HSC -

Maharashtra Board

SSC -

Maharashtra Board

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SANDEEP TARWE