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Sudip Sarkar
IT Operations Lead
Pune,MH
Work Preference
Summary
Dynamic Senior Enterprise Operations Engineer at Mastercard with a proven track record in IT operations management and service delivery improvement. Expert in automation and incident management, driving efficiency and enhancing user experience. Strong communicator and collaborator, consistently optimizing performance and achieving operational excellence across global teams.
Overview
12
12
years of professional experience
Work History
Senior Enterprise Operations Engineer
Mastercard
Pune
09.2021 - Current
- Spearhead IT operations and ITSM governance across APAC, driving operational discipline, service quality, and scalability
- Led automation initiatives including self-service password reset and onboarding workflows, improving efficiency and reducing support dependency
- Designed and maintained regional operations dashboards, enabling real-time performance tracking and data-driven insights for leadership
- Optimized service performance by consistently maintaining Mean Time to Mitigate (MTTM) through monitoring and operational controls
- Delivered large-scale onboarding initiatives, streamlining employee experience through automation-driven processes
- Collaborated across global teams (US, Europe, APAC) to drive service delivery improvements and operational consistency
- Improved operational efficiency by streamlining workflows, reducing ticket backlogs, and enhancing reporting frameworks
- Advanced self-service adoption and automation-first mindset, aligning with Mastercard’s digital transformation strategy
IT Support Analyst
UBS
Pune
03.2020 - 09.2021
- Delivered end-to-end IT support operations in a global banking environment, ensuring high service availability and user productivity
- Managed incident and request workflows, maintaining service quality across high ticket volumes and strict SLA expectations
- Supported enterprise systems and infrastructure, troubleshooting user issues and ensuring minimal business disruption
- Contributed to process optimization initiatives, improving ticket handling efficiency and user experience
- Collaborated with cross-functional teams to ensure timely resolution of escalations and improved service delivery
- Played a key role in maintaining operational discipline, compliance, and structured service workflows
- Enhanced user experience by providing clear guidance, resolution ownership, and consistent communication
Systems Engineer
Zensar Technologies
Pune
11.2018 - 02.2020
- Managed end-to-end incident and service request lifecycle, from initial user contact to full resolution, ensuring high-quality service delivery
- Maintained strong ownership by proactively communicating with users throughout ticket resolution lifecycle
- Ensured all incidents were tracked, progressed, and resolved within SLA timelines, escalating when required to maintain service quality
- Delivered first-point-of-contact troubleshooting and diagnostics, improving resolution efficiency and reducing escalations
- Logged, categorized, and prioritized incidents to align with ITSM and SLA processes, enhancing service management effectiveness
- Identified and escalated recurring issues and service risks to enhance service stability and drive ongoing improvements
- Collaborated with internal teams and resolution groups to share knowledge, strengthening overall service delivery
- Performed scheduled operational tasks to ensure ongoing system performance and uptime for clients
System Administrator
Wipro Technologies, Wipro Limited
Pune
03.2016 - 11.2018
- Delivered Tier 1 and Tier 2 technical support for enterprise users across hardware, software, and network issues
- Managed incident lifecycle from logging and diagnosis to resolution, ensuring timely closure and user satisfaction
- Performed in-depth troubleshooting and diagnostics to drive first-contact resolution and minimize escalations
Ensured all tickets were logged, categorized, prioritized, and tracked in line with established ITSM processes - Progressed and cleared all faults within SLA, escalating to other internal and external teams for resolution.
- Delivered high-quality support by proactively communicating with users throughout the resolution process
Analysed client issues and provided effective, long-term solutions to improve system stability and user experience - Diagnosing and resolving problems to the customer's satisfaction
- Taking ownership of faults and managing them in a logical and methodical manner
- Performed in-depth troubleshooting and diagnostics to drive first-contact resolution and minimize escalationsEnsured all tickets were logged, categorized, prioritized, and tracked in line with established ITSM processes
- Conducting full and thorough diagnostics with end users to enable first point of contact fault resolution
- Delivered high-quality support by proactively communicating with users throughout the resolution processAnalysed client issues and provided effective, long-term solutions to improve system stability and user experience
- Analyzing clients' problems and providing instant and long-lasting solutions on hardware, software, and network issues
- Escalated recurring issues and service risks to management, supporting service improvement initiatives
- Identify and escalate repetitive issues or service risks into service management teams
Guest Relations Executive
Neotia Getwel Healthcare Centre
Siliguri
06.2015 - 03.2016
- Ensure and provide flawless, upscale, professional and high-class customer service experiences
- Analyze customer feedback and provide strategic direction to continuously improve overall rating of the organization.
- Respond to customer needs and anticipate accordingly
- Responsible for transferring calls to the concerned departments.
- Promptly react to customer enquiries.
- Coordinate and effectively manage communication between customer and staff and follow up to ensure complete customer satisfaction
- Promote all amenities, conveniences and programs offered
Research Associate
Anandam Insights
Siliguri
01.2014 - 08.2014
- Research industry-related topics (combining online sources, interviews and studies)
- Identified customers’ needs and content gaps, recommending new topics to enhance relevance
- Wrote clear marketing copy to effectively promote products/services
- Prepare well-structured drafts using Content Management Systems
- Collaborated with marketing and design teams to enhance article illustrations
- Proofread and edit contents written before publication
- Submit work to editors for input and approval
- Ensure all-around consistency (style, fonts, images and tone)
Education
Bachelor’s in Business Management (B.B.M) -
PRESIDENCY COLLEGE
Bangalore01-2013
12th -
TASHI NAMGYAL SENIOR SECONDARY SCHOOL
Gangtok01-2010
10th -
TASHI NAMGYAL SENIOR SECONDARY SCHOOL
Gangtok01-2008
Skills
- Incident Management
- ServiceNow Administration
- ITIL
- Service Now
- IT operations
- Mobile Device Management
- Email System Management
- Active Directory
- Wireless Network Management
- Windows OS
- macOS
- Performance optimization
- Service improvement
- Process optimization
- Process implementation
- Process validation
- Project coordination
- Critical thinking
- Analytical thinking
- Operations management
- Effective communication
- Team collaboration
- Analytical thinking
Disclaimer
I hereby declare that the above-mentioned details are true and correct to the best of my knowledge and belief. Thanking you.
Projects Completed
A Study on Budgetary Control of Karnataka Soap and Detergents Limited at Bangalore.
Languages
English
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2
Bengali
Upper Intermediate (B2)
B2
Nepali
Intermediate (B1)
B1
Timeline
Senior Enterprise Operations Engineer
Mastercard
09.2021 - Current
IT Support Analyst
UBS
03.2020 - 09.2021
Systems Engineer
Zensar Technologies
11.2018 - 02.2020
System Administrator
Wipro Technologies, Wipro Limited
03.2016 - 11.2018
Guest Relations Executive
Neotia Getwel Healthcare Centre
06.2015 - 03.2016
Research Associate
Anandam Insights
01.2014 - 08.2014
Bachelor’s in Business Management (B.B.M) -
PRESIDENCY COLLEGE
12th -
TASHI NAMGYAL SENIOR SECONDARY SCHOOL
10th -
TASHI NAMGYAL SENIOR SECONDARY SCHOOL