Sonika Yashwant Bhilare
Pune
Summary
Senior Business Operations and Infrastructure Platform Specialist with 10+ years of experience in enterprise IT operations, discovery platforms, and infrastructure visibility solutions. Experienced in leading operational delivery, coordinating cross-functional teams, and driving resolution of high-visibility enterprise issues. Proven ability to mentor engineers, manage stakeholder communication, and ensure reliability of large-scale platform environments. Skilled in enterprise Discovery platform, CMDB integrations, and operational governance across complex infrastructure landscapes.
Leadership impact
- Leading coordination and task delegation across 6–7 engineers supporting enterprise discovery platform operations.
- Driving resolution of high-visibility operational incidents and escalations impacting enterprise infrastructure services.
- Conducting technical interviews and participating in candidate evaluation for engineering roles.
- Mentoring team members and supporting troubleshooting efforts for complex operational issues.
- Collaborating with cross-functional teams to ensure timely delivery of critical operational initiatives.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Business Operations Engineer
Mastercard
Pune
11.2023 - Current
- Provide day-to-day leadership and task delegation across team members supporting enterprise discovery platform operations.
- Coordinate workload distribution and ensure timely completion of operational deliverables.
- Mentor engineers and guide troubleshooting for complex discovery platform issues.
- Drive resolution of high-visibility operational incidents and escalations, coordinating across engineering and infrastructure teams.
- Track progress of critical operational initiatives and ensure delivery commitments are met.
- Act as a coordination point for discovery platform issues impacting enterprise services.
- Conduct technical interviews and participate in candidate evaluation during hiring processes.
- Contribute to performance feedback discussions and team development initiatives.
- Identify opportunities to improve operational processes and knowledge sharing across the team.
- Contribute to documentation and troubleshooting guides supporting platform operations.
- Technology Landscape: Enterprise Discovery Platforms, Infrastructure Visibility, CMDB Ecosystem, Cloud & Hybrid Infrastructure
BMC Discovery Consultant
Cognizant Technology Solutions
Pune
11.2022 - 11.2023
- Implemented and customized BMC Discovery and CMDB integrations for enterprise clients.
- Participated in system design and architecture discussions to meet customer requirements.
- Customized discovery patterns (TPL) and resolved customization issues.
- Conducted UAT demonstrations and client walkthroughs for developed solutions.
- Developed project documentation including design, migration, and architecture documents.
Technical Support Analyst
BMC Software
Pune
09.2016 - 11.2022
- Resolved 2500+ technical support cases related to enterprise discovery platforms and infrastructure environments.
- Maintained 94%+ customer satisfaction rating through effective troubleshooting and client engagement.
- Reduced Mean Time to Resolve (MTTR) by 35% by initiating collaborative troubleshooting sessions.
- Created 200+ knowledge articles, troubleshooting guides, and demo resources.
- Collaborated with engineering and R&D teams to resolve complex product issues.
Operations Delivery Associate
ZS Associates
Pune
10.2015 - 09.2016
- Supported operational processes and deliverables for healthcare client Eli Lilly.
- Performed data processing, validation, and quality checks to ensure accurate reporting.
- Improved efficiency by automating repetitive ETL processes and operational workflows.
Freelance Software Developer
Alps corporation
Pune
10.2014 - 03.2015
- Developed and enhanced web applications and home automation software solutions for client projects.
- Implemented front-end features using HTML and CSS.
- Resolved software defects and improved product functionality.
- Conducted manual testing to ensure stable product behavior.
Intern – Platinum Engineering Program
BMC Software
India
08.2013 - 07.2014
- Contributed to development and enhancement of BMC Discovery (ADDM) product components.
- Developed discovery patterns (TPL) for software instance identification.
- Assisted in troubleshooting escalations using reverse engineering and Python scripting.
- Contributed ideas recognized among the Top 10 IDEAs in the BMC community.
- Created technical documentation supporting product development.
Education
MCA - Computer Applications
Abasaheb Garware College
PuneBCA - Computer Applications
Suryadatta Group of Institutes
PuneSkills
- Process improvement
- Stakeholder management
- Cross-functional collaboration
- Operational governance
- Task delegation
- Hiring and candidate evaluation
- Leadership mentoring
- Enterprise Discovery Platforms
- CMDB
- Infrastructure Monitoring
- Splunk
- Linux
- Windows
- SQL
- Networking
- Cloud & Hybrid Infrastructure
Certification
- BMC Certified Professional – BMC Discovery
- BMC Certified Associate – Discovery 20.x Application Modeling
- ITIL Foundation Certification
- AWS Foundation Course
Timeline
Senior Business Operations Engineer
Mastercard
11.2023 - Current
BMC Discovery Consultant
Cognizant Technology Solutions
11.2022 - 11.2023
Technical Support Analyst
BMC Software
09.2016 - 11.2022
Operations Delivery Associate
ZS Associates
10.2015 - 09.2016
Freelance Software Developer
Alps corporation
10.2014 - 03.2015
Intern – Platinum Engineering Program
BMC Software
08.2013 - 07.2014
MCA - Computer Applications
Abasaheb Garware College
BCA - Computer Applications
Suryadatta Group of Institutes