SHIRISH ARVIND GHEWARE
Manager Information Technology
Summary
Experienced professional with 14+ years in IT Service Delivery, Asset Management, Project Management, and Client Relationship Management. Specializing in IT Service Management, Service Delivery, and Support. Expertise in ISMS Management (ISO 27K), SLA Adherence, Vendor Management, and Surveillance System Administration. Proven track record of setting quality standards, improving customer experience, and optimizing IT infrastructure for cost efficiency.
Overview
3
3
Languages
3
3
Certifications
25
25
years of professional experience
Work History
Manager IT
Audix Techno Solutions Consulting Pvt. Ltd.
07.2023 - Current
- To manage the performance of services to clients as agreed in the contract and ensure that the Service Levels are achieved.
- Accountable for delivering consistent end to end Service, in accordance with the Business requirements.
- Implement security controls in coordination with the Information Security function.
- Manages and coordinates urgent and complicated support issues.
- L3 escalation point for all requests and incidents.
- IT/IM Policy - Understanding of, IT Policies, ITIL processes, ISO27001 etc. Able to quickly learn IM Policy of the company and then implement the same and ensure 100% compliance of the same.
- Analytical Ability and problem solving ability.
- Execute information security assessment, business continuity assessment, risk assessments pertaining to clients IT environment.
- Document policies & procedures meeting the regulatory compliance and risk management requirements.
- Good knowledge on Application & Infrastructure operations including ITSM.
- Good knowledge of Risk Management and Control Auditing principles.
Manager IT
Goldi Solar Pvt. Ltd.
01.2020 - 07.2023
- Managing over all IT infrastructure, Service Delivery, IT operations for PAN India. Vendor management, SLA adherence with the team of 6 direct reporting team members. Managing day to day business escalations. • Planning and reviewing entire IT operations along with establishing short / long term plans and budgets for the preparation of IT blueprint of the organization
• Providing end-to-end management of multiple projects from conceptualization & visualization to technology mapping and final execution of the same
• Interfacing with various teams for business requirement gathering, conducting analysis and finalizing techno-functional specifications
• Analyzing project requirements, recommending cost-effective methods & technical upgrades and implementing service initiatives to ensure smooth operations
• Deft in IT Service Management – Service Desk, Incident, Problem & Change Management.
• Supplier/Vendor Management – SOW, SLA Documentation, negotiation & Support
Manager IT Service Delivery
Suzlon Energy Ltd.
02.2016 - 12.2019
- As a Manager of IT Operations - Provide direct leadership to 80+ staff members located in PAN India, performing IT Operations 24/7. (Office 365 L3 Administration, Desktop, Laptop, wifi, network, printer, endpoint security – such as AV, DLP & hardening the OS).
- Manages and coordinates urgent and complicated support issues.
- L3 escalation point for all requests and incidents.
- Determines the root cause of incidents and implement corrective and preventive action and communicates appropriately to internal customers.
- Recommend and Implementation of new technology which improves productivity of both IT staff and end users.
- Analyze business requirements and drive collaboration with other IT Leaders to drive technical solutions for those requirements.
- Customer focused ensuring and maintaining highest CSAT ratings.
- Manage vendor relationships to establish high levels of service delivery across all IT Operations.
- Establish and define appropriate hardware asset tracking systems, tools, and processes.
- Implement and manage all IT security recommendation provided by InfoSec team.
- Management of IT Documentation and records against compliance and audit.
- MIS Preparation and providing data for IT Budget. (Capex / Opex).
Asst. Manager IT
Sai Infosystem (I) Ltd.
01.2012 - 01.2016
- Seven years' experience in being a IT SPOC & the first point of escalation to Business for IT Operations/Services.
- Managing and providing strategic direction to a large IT Operations team in the areas of End user computing, Server, Network, User Access Management and Service Management.
- Implement security controls in coordination with the Information Security function.
- Ensure logging of all calls, timely response and resolution of all calls as per SLA.
- Regular online proactive monitoring of all open service requests and monitoring allocation of the calls.
- Manage vendors and suppliers for effective delivery of services as per business commitments / SLA's.
- Ensure complete and updated inventory of all IT Assets.
- Conduct regular operating review meetings with internal customers and present the performance of the team, highlight issues, take customer feedback and present the same to management for enhancing services and implement the same.
- Take steps to ensure system compliance Ensure compliance with all prescribed policies.
- Complete ownership of Customer Satisfaction for all IT staff within the perimeter.
- Manage contracted services and SLA's to maintain uptime & ensuring high availability of complete IT Infrastructure.
- Enhancing and optimizing key functional areas such as Network/ Server Infrastructure, Data Communications, and Telecommunications Systems.
- Looking after the IT Processes including Backup, Patch, Antivirus etc.
Site In charge
Wipro Infotech Ltd.
11.2010 - 10.2011
- To manage the performance of services to clients as agreed in the contract and ensure that the Service Levels are achieved.
- Accountable for delivering consistent end to end Service, in accordance with the Business requirements.
- Ensures that cross functional incidents and problems are identified, diagnosed and resolved.
- The role is to maintain and improve on existing Service levels in line with needs of the business and that of the customer.
- Responsible for ensuring Service Availability, Reliability and Quality.
- Working as a SPOC for all technical teams for all High severity issues, to ensure that the outages get resolved as soon as possible to minimize the impact to customers.
- Track SLA for vendors and take corrective measures.
- Conduct regular meetings with vendors, review their SLAs.
- Lead a vertical and a large team to provide single point ownership for the service delivery in the area of Remote Infrastructure Delivery Management Services for areas such as given below but not limited to: a) I/T Security Management, b) Console Operations / Computer Operations c) Network services like LAN, WAN and Link related services d) Desk side support activities e) Remote location support f) Partner service management.
Sr. Support Engineer
Sai Infosystem (I) Pvt Ltd.
09.2004 - 05.2007
Sr. Support Engineer
Infoworld Systems Pvt. Ltd.
04.2001 - 08.2004
Education
BSc -
Dr. B. A. M. University
AurangabadAdvance Diploma In Software Management - undefined
Aptech
AurangabadDiploma in Hardware & Networking - undefined
MCED
AurangabadSkills
Strategic oversight of IT operations
Developing strategic plans and budgets
Comprehensive project oversight
Conceptualization and visualization
Technology integration
Business needs identification
Conducting analysis
Finalizing techno-functional specifications
Analyzing project requirements
Team leadership
Operations management
Decision-making
Certification
CCNA
Personal Information
Date of Birth: 12/25/75
Job Objectives
Seeking Managerial level Assignments in IT Service Management, Service Delivery, and Service Support with a growth oriented organization of repute
Timeline
Manager IT
Audix Techno Solutions Consulting Pvt. Ltd.
07.2023 - Current
Manager IT
Goldi Solar Pvt. Ltd.
01.2020 - 07.2023
Manager IT Service Delivery
Suzlon Energy Ltd.
02.2016 - 12.2019
Asst. Manager IT
Sai Infosystem (I) Ltd.
01.2012 - 01.2016
Site In charge
Wipro Infotech Ltd.
11.2010 - 10.2011
Sr. Support Engineer
Sai Infosystem (I) Pvt Ltd.
09.2004 - 05.2007
Sr. Support Engineer
Infoworld Systems Pvt. Ltd.
04.2001 - 08.2004
Diploma in Hardware & Networking - undefined
MCED
Advance Diploma In Software Management - undefined
Aptech
BSc -
Dr. B. A. M. University