Satish Purohit
Service Delivery Manager
Mumbai,Maharashtra
Summary
Tireless Service Delivery Manager is talented in assessing client needs and developing solutions to promote business opportunities. Established decision-maker with a background in mentoring others to accomplish project milestones. Offering exemplary client relationship-building prowess.
Overview
17
17
years of professional experience
10
10
Certifications
2
2
Languages
Work History
Service Delivery Manager -IT Service Delivery
Atos Global IT Solutions and Services Pvt Ltd.
Mumbai, Maharashtra
01.2022 - Current
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
• Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
• Monitored team performance, adhered to service level agreements (SLAs), and provided detailed job training.
• Advised clients on methods, technologies, process improvements, and training that would increase overall business potential.
• Maintained proper staffing levels to guarantee timely and accurate deliveries.
• Met with business leaders to better understand IT issues that negatively impacted businesses.
• Contributed to internal and external account reviews.
• Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training, and ongoing support.
• Implemented strategies to increase customer service satisfaction ratings.
• Attended staff and client meetings and served as liaison to manage operations for accounts.
• Coordinated and led internal and external site team meetings.
• Communicated clearly with employees, suppliers, and stakeholders to keep everyone on same page and working toward established business goals
Cloud Operation Manager -IT Service Delivery
InvestisDigital India Pvt ltd.
Baroda, Gujarat
10.2012 - 01.2022
- Managing AWS Cloud Infrastructure, Hosting 2k+ Corporate Websites
• Uptime of 99.99% for websites that are hosted on SiteCore, Drupal
• Responsible for overall Infrastructure Delivery which includes Windows and Linux Servers, Albs, Storage, and Backups
• Defined formal process of Incident, Change Management
• Guided team in reducing AWS Billing by 10% by performing various capacity management on AWS Resources
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Cross-trained existing employees to maximize team agility and performance.
• Developed and maintained relationships with customers and suppliers through account development.
• Controlled costs to keep business operating within budget and increase profits.
• Engaging with multiple vendors to implement new products which will enable IT and Security
• Working with Business/Management to ensure all KPIs are aligned.
• Involved in Annual Forecasting and Budgeting for IT Services with Finance
Senior Service Manager
Atos Global IT Solutions and Services Pvt. Ltd.
Mumbai, Maharashtra
11.2009 - 12.2022
- Monitored team performance, adhered to service level agreements (SLAs), and provided detailed job training.
• Resolved customer complaints in a professional and timely manner.
• Monitored team performance, adhered to service level agreements (SLAs), and provided detailed job training.
• Met with customers to discuss service needs and offer available solutions.
• Managing Wintel delivery for Premium Financial Customers in North America
• Monitored service staff performance and provided feedback for improvement.
• LEAN' implemented on project which showed 'Pep Gain' of 2 FTE
• Implementation of ARAGO and BSA Automation which saved cost of utilization of 4 FTEs at approx
• Cost of 655K per month
• Tracked problematic system errors by implementing various user support tracking metrics.
• Participate in departmental leadership activities, this includes hiring, training, staff development, performance management, and annual performance reviews for Systems Team
• Manages vendors and contracts, ensuring company receives maximum benefit and value.
• Gather, track, and produce regular reports that focus on core key performance indicators (KPI) for IT Systems Team.
SYSTEM ADMINISTRATOR
First Advantage
Mumbai
04.2007 - 07.2008
- Creation & Management of OU's, User accounts & groups on Windows Servers
- Planning and Implementing security and group policies
- Configuration and management of windows 2000/2003 Exchange Servers
- Administration & Support for Microsoft Exchange 2003 Servers
- Managing Symantec Corporate Antivirus 10.0
- Patching Clients through SCCM 2007
- Rendering technical support for Lotus Notes, & Antivirus Support
- Handling Ghost-Imaging software and configuration of network printers.
Education
BACHELOR OF COMMERCE (B.Com.) -
University of Mumbai
DIPLOMA IN APPLIED COMPUTER SYSTEM ENGINEERING - undefined
UNITEC Institute of Technology
Skills
Migration of Legacy System to Cloud Environment with help of AWSBrief Knowledge on EC2, S3, Lambda, Fargate, JenkinsProject Management: Service Now, MS Project, Visio, MS OfficeSecurity: IPS, IDS, DDOS, Origin Rule, AkamaiCloudTechnical SupportAcquisition, Merger, Shifting of Accounts / Systems etcProfit & Loss (P&L) ManagementIncident Management, Change Management
Project creation
Client relationship management
Internal loss prevention
Cost control and tracking
Budget control
Budget planning
Cost reduction
Certification
AWS Cloud Practitioner Foundation Certified
Personal Information
- Date of Birth: 08/13
- Nationality: Indian
- Marital Status: Married
Timeline
Service Delivery Manager -IT Service Delivery
Atos Global IT Solutions and Services Pvt Ltd.
01.2022 - Current
Cloud Operation Manager -IT Service Delivery
InvestisDigital India Pvt ltd.
10.2012 - 01.2022
Senior Service Manager
Atos Global IT Solutions and Services Pvt. Ltd.
11.2009 - 12.2022
SYSTEM ADMINISTRATOR
First Advantage
04.2007 - 07.2008
BACHELOR OF COMMERCE (B.Com.) -
University of Mumbai
DIPLOMA IN APPLIED COMPUTER SYSTEM ENGINEERING - undefined
UNITEC Institute of Technology