Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic
Saurabh Pande

Saurabh Pande

Pune

Summary

Dynamic Program Manager with a proven track record at Movate, enhancing cybersecurity and operational efficiency through strategic program management and cross-regional collaboration. Expert in database security and adept at stakeholder communication, I led initiatives that surpassed KPIs by 30% and achieved a 98% service availability rate, showcasing a blend of technical acumen and leadership prowess.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Program Manager - Enterprise Product Support

Movate
Hyderabad
11.2021 - 01.2024
  • Led cybersecurity and network security initiatives with a team of 150+ professionals.
  • Directed (PAM) product support program - CyberArk - across India, Costa Rica, Colombia, and China, maintaining a 98% service availability rate through cross-regional collaboration and standardized processes.
  • Operationally managed a team of 25 CyberArk engineers in India, driving a 30% productivity increase, and exceeding all KPIs for five consecutive quarters by implementing SFDC automation and best operational practices.
  • Transitioned the CyberArk business model from FTE-based contracts to transactional contracts, reducing overheads by 20%, and enhancing contract flexibility to improve cost efficiency.
  • Oversaw multiple programs, including Zscaler, Cybereason, and Alteryx product support, while leading CoE (Center of Excellence) hiring efforts, improving talent acquisition efficiency by 15%.
  • Managed program budgets, achieving a 10% cost savings while ensuring a strong cost-to-benefit ratio, and maintaining program effectiveness.
  • Identified and mitigated program risks, addressing gaps, and emerging issues to ensure successful outcomes and seamless program execution.

Manager - IBM Guardium Technical Support

Persistent Systems Limited
Nagpur
07.2019 - 11.2021
  • Manage a team of 44 technical support professionals, including 14 Guardium L2 specialists across India and Mexico, and 30 Identity (ISIM, IGI, TDI, PIM) L2 specialists in India, ensuring optimal performance and swift issue resolution across global operations.
  • Oversee APAC and EMEA operations, coordinating cross-functional teams to ensure service delivery meets performance and quality standards, and improving operational efficiency by 20% through effective management practices.
  • Lead customer and escalation management initiatives, leveraging proven experience to resolve critical issues, and maintain a 95% customer satisfaction rate by delivering timely and effective solutions.
  • Drive quarterly business reviews and monthly operations assessments, leading performance evaluations and goal-setting for the support team, resulting in a 15% improvement in team productivity and achievement of KPIs.
  • Build and manage in-house labs for Guardium and Identity products, providing technical assistance to the L2 support team on complex issues, and ensuring continuous improvement in team expertise and tool proficiency.

Team Leader - IBM Guardium Technical Support

Persistent Systems Limited
Nagpur
07.2016 - 06.2019
  • Provide IBM Guardium technical support for production environments across Asia Pacific, Europe, the Middle East, and the Americas, ensuring seamless operation and rapid issue resolution for global clients.
  • Lead a team of 15 professionals supporting IBM Guardium in India and Mexico, managing all L1 and L2 escalations, and ensuring timely resolution of critical issues, enhancing team efficiency by 25%.
  • Conduct live WebEx sessions with customers to resolve incidents in their production environments, achieving an average resolution time reduction of 30% through proactive troubleshooting and expert guidance.
  • Deliver customer support for a real-time database security system that monitors DBMS infrastructures (including Oracle, Sybase, DB2, MySQL, and MS SQL), ensuring full compliance with SOX, PCI, and SAS 70 regulations, and reducing security risks by 40%.
  • Assist clients and partners in performing vulnerability assessments by scanning their database infrastructures, analyzing historical and real-time security health, and providing actionable recommendations to mitigate risks, and enhance data security posture.

L2 Engineer - IBM Guardium Technical Support

Persistent Systems Limited
Nagpur
02.2015 - 07.2016
  • Administered the deployment and configuration of IBM Guardium in client environments, enhancing data security measures, and reducing incident rates by 25% across global regions.
  • Implemented comprehensive monitoring and troubleshooting processes for client database management systems, reducing average incident resolution time by 30%, and ensuring compliance with SOX, PCI, and SAS 70 regulations.
  • Orchestrated a series of technical workshops and training sessions for client IT teams on IBM Guardium functionalities, leading to a 50% increase in end-user proficiency, and a 20% reduction in support ticket volumes.
  • Resolved complex technical issues for over 50 client environments using IBM Guardium, achieving a first-call resolution rate of 85%, and significantly boosting client satisfaction levels.
  • Developed advanced scripts and automated troubleshooting for IBM Guardium, reducing manual intervention by 40%, and improving system efficiency across client deployments.

Unix/Linux System Administrator

HSBC Global Technology India
Pune
01.2013 - 01.2015
  • Operating System Administrator specializing in Unix/Linux system management as part of a BAU (Business As Usual) team, overseeing change-related activities across a vast Unix estate.
  • Administered and optimized major Unix platforms, including AIX (5.3, 6.1), Solaris (10, 11), and Linux (SUSE 10.x, 11.x, RedHat 5.6, 6.x), along with Veritas Volume Manager (VXVM), Veritas Cluster Servers (VCS), Concurrent Volume Manager (for Oracle RAC, SFORAC), Sun Volume Manager, and SAN management.
  • Designed and implemented automation scripts using Shell and Python, reducing manual workload by 50%, streamlining system maintenance, and significantly improving operational uptime across 500+ Unix/Linux servers.

Unix System Administrator

Mphasis
Chennai
09.2010 - 01.2013
  • Managed release processes and OS patching for Solaris, Linux, and AIX environments, ensuring seamless updates and system integrity.
  • Leveraged HP Server Automation to troubleshoot and optimize OS-level performance, resolving critical issues with efficiency.
  • Provided 24/7 production support for a year before transitioning to release management, overseeing system upgrades, and deployments.
  • Administered over 100 server environments, achieving over 99.9% uptime through automated monitoring and fault recovery mechanisms.
  • Streamlined OS patching and upgrade workflows, reducing security vulnerabilities by 25% within six months, while maintaining uninterrupted service delivery.

Education

Bachelor of Engineering - Electronics and Telecommunication

Nagpur University
Nagpur, Maharashtra, IN
05-2010

Skills

  • Program Management
  • Enterprise Product Support
  • Cybersecurity
  • Operations Management
  • Stakeholder communication
  • Customer management
  • Performance management
  • Team mentoring
  • Unix/Linux
  • IBM Guardium
  • CyberArk
  • Zscaler
  • Cybereason
  • Alteryx
  • Salesforce Lightning Console
  • Salesforce Einstein
  • Patch and Release Management
  • SQL

Certification

  • Certified Great People Manager (Great Manager Institute, 2023)
  • Level 1: Trustee Exam (CyberArk, 2021)
  • IBM Certified Associate Administrator - Security Guardium Data Protection V10.1.2 (IBM, 2017)
  • IBM Certified Administrator - Security Guardium v10 (IBM, 2016)
  • IBM Certified Specialist - Infosphere Guardium (IBM, 2015)
  • Oracle Solaris 10 System Administrator Certified Professional, Part I (Oracle, 2011)
  • Oracle Solaris 10 System Administrator Certified Professional Exam, Part II (Oracle, 2011)

Accomplishments

  • Most Valuable Player (Movate, 2023)
  • Most Valuable Player (Movate, 2022)
  • ACE (Persistent, 2020)
  • BRAVO (Persistent, 2017)
  • STAR Performer (Persistent, 2016)
  • You made a difference (Persistent, 2015)

Timeline

Program Manager - Enterprise Product Support

Movate
11.2021 - 01.2024

Manager - IBM Guardium Technical Support

Persistent Systems Limited
07.2019 - 11.2021

Team Leader - IBM Guardium Technical Support

Persistent Systems Limited
07.2016 - 06.2019

L2 Engineer - IBM Guardium Technical Support

Persistent Systems Limited
02.2015 - 07.2016

Unix/Linux System Administrator

HSBC Global Technology India
01.2013 - 01.2015

Unix System Administrator

Mphasis
09.2010 - 01.2013

Bachelor of Engineering - Electronics and Telecommunication

Nagpur University

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Saurabh Pande