Suhas Madhukar Gangatirkar

• Managing the Ricoh Printer Refresh and Control Suite Migration.
• Handling over 90 countries across the globe.
• Coordinating with Ricoh vendor, country lead, and OSS lead to implement the refresh.
• Raise the NSSR and Smart Hand tickets whenever required.
• Reporting to the Chief Technology Officer.
• Identify the risk and mitigate the risk.
• Schedule Variance (SV): Measures the deviation of the actual deployment progress from the planned schedule.
• Deployment Rate (Units per Day/Week): Tracks how many printers are replaced, configured, and installed within a specific timeframe, compared to the plan.
• Milestone Completion Percentage: Percentage of scheduled milestones (e.g. Recommendation, pre-implementation, go/no-go, and implementation, old device removal, new device installation, and user training completed on time.
• Percentage of Project Complete: Overall progress against the total project timeline.
• New Device Uptime: Percentage of time new printing equipment is operational and available for production immediately following installation.
• Defective on Arrival (DOA) Rate: Percentage of new printers that fail upon installation, requiring immediate replacement.
• Risk Mitigation Efficiency: Number of risks identified and successfully mitigated before they impacted the schedule or budget.

KPI Targets

• Schedule: 100% of devices replaced in a site/country
• 5%. Budget: Variance of ± plus or minus.
• Uptime: 98% during the first 30 days of operation.
• Satisfaction: >90% positive feedback on the new printer functionality.

• Oversaw a team of more than 200 resources, manages people and services delivered from IT Service Desk and IT Support team for all accounts/ engagements
• Ensuring the services are provided to an appropriate quality to meet contractual obligations and that targets are met.
• End to end IT project management for in-scope customer accounts and deliverables
• Drive and support standardized processes, procedures, IT Audits and tools
• Meeting End User Support service quality of in-scope deliverables (SLA, CSAT, Open Positions, Attrition, End Point Security Compliance, Windows Patching, Zero Human Errors, Continuous Service Improvement)
• People Management including KPIʼs like: Productivity, KPI dimensions, training, retention.
• Managing teams of individuals both within the company and without, to maximize performance and minimize potential problems.
• Efficiency targets like Innovation through automation and other productivity savings like pyramid optimization etc.
• Review and governance of the service operations through Daily, Weekly and monthly meetings. Provide tactical information/callouts on achievements and trends
• Reviewing completed installations to improve the implementation of future projects
• Implement IT Governance system and monitor on regular basis to meeting the IT governance compliance, Ensure adherence to Governance Schedule
• Submit agreed periodic reports as mentioned in scope of each domain
• Invoke Service Improvement Initiatives
• Improve Service Levels
• Control on Ongoing activities throughout the SoW Term
• Timely Circulation of Minutes of Meeting
• Timely Closure of Actionable discussed and Agreed in the meeting.
• Maintain Risk Register and Domain Specific Handbook, Process Manuals
• Ensure adherence to Policy, Process and Procedures

• Managing a team of around 30+ resources at the site and operations for project
• Drive Continual Service Improvement process across all IT Service Components.
• Handling IT Infrastructure of more than 15000+ IT Assets (Desktop, Laptop, Mobile Workstations, Advance Mobile Workstations).
• Leading and managing technical projects and operations
• Ensuring all the agreed SLA are delivered and no deviation recorded
• Interaction with client for different projects roadmap and operations update.
• Managing quality through frequent SOC and Inventory audit reports at the site
• Creating processes and documentation for quality service desk setup
• Ensuring Patch, IOS management for all end user computing devices
• Daily Review of Operations with client across continent
• Ensuring Service Desk Team documents and performs all the agreed ITIL processes.
• Ensuring cost model MIS and other process implementation.
• (Payroll Organization: Genex/Fidelis)

• Shift Management - Overseeing business operations, delegating tasks to team members, and resolving problems that occur on their shift.
• Preparing and publishing shift rosters for all team members for weekdays, weekend, holiday and night shift.
• Document and submit the shift handover.
• Incident Management - Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Ensuring effective end-user support for all IT application issues, and act as escalation point.
• Ensuring that the correct priorities are understood by all support groups and required solutions expedited in line with business expectations.
• Undertake major incident management with other stake holders as needed and also work to reduce major incident occurrences through root cause analysis and proactive measures with support teams
• Perform periodic service delivery reviews with business groups, and with the and other third-party vendors, and follow up agreed improvement plans.
• Coordinate with internal and external team, vendors and to understand how IT service is received in plant and capture business concerns, communicate and promote Line IT policies and strategic initiatives.
• Technical DR Considerations for End User Computing (BCP) - Plan, implement and test disaster recovery options to ensure business continuity in the event of a failure on IT related services or infrastructure
• Team Productivity - Monitored Team Performance, Productivity, Efficiency of each team member. Monitoring individual KPI (Key Performance Indicators), Generate and publish individual score card as per their performance. Ensure each team member is performing as per assigned target. Design and implement PIP (Personal Improvement Program) and monitoring each improvement area as per given target.

• Led 45 resources technical and sales team
• Planned, organized, and managed infrastructure staff and/or consultants to ensure the stable and secure operation of the IT sales and services.
• Developed, maintained, supported, and optimized key functional areas, particularly End User Computing services and IT sales.
• Dedicatedly worked in ISO Certification audit and documentation.
• Provided customers with product information and availability, estimated time of arrival of goods, and product recommendations.
• Delivered prompt, professional solutions for customer inquiries. Worked to meet immediate goals of customer interaction.
• Managed work order system, including invoice logging, and generate service invoices.
• Increased Sales across all channels through effective hiring, training, and management approaches.
• Trained the sales and service staff using best practices in upselling, CSAT, and brand promotion.
• Responsible for creating and overseeing a bid, a detailed, cost, persuasive proposal on behalf of one organization to gain a business contract or offer of work from another.

• IT Operation Management - Supervised 30 resource's technical team, 30000+ End Users, 15 Business Units, and 2 business towers.
• Managed Three functions of ITSM (Service Desk, End User Support, and IT Asset Management)
• Service Desk Management - Head of Service Desk, Technical Support and IT Operation Functional areas worked with Cognizant Technology Solutions (I) Pvt. Ltd. for providing 24
• 7
• 365 service window support with ensuring adherence to Service Level Management and Operation Level Management including Incident KPIs, such as Customer Satisfaction Index, First Response Time, Response SLA, Resolution SLA, Operations KRAs such as Engineers Productivity and Efficiency, Request & Incident Performance Matrix, Team Performance and Service Assurance, Security Compliance, Asset Management compliance and so on.

• Planning and managing the full relationship between a business and its most important customers.
• Expanding the relationships with existing customers by continuously proposing solutions that meet their objectives.
• Acquiring a thorough understanding of key customer needs and requirements.
• Contribute in sustaining and growing our business to achieve long-term success.
• Operation Management - Led service engineer team of 40 resources (Key Areas such as Asset Management, Remote and on-desk support, Service Desk, and In-House Technical Support- End user computing) to include Incident, Problem, Request fulfillment, service desk operations, End user computers security and Compliance, interacted with executive leadership to represent goals, objectives, and accomplishments of service management

• Led Internal IT Department, Manages 4 production plants IT engineering & end-user support operations, IT systems, devices, and applications.
• Identified and prioritized business goals for IT Asset Management (ITAM) for the corporate home office.
• Proved vital in moving ITAM and a CMDB toward a Service Asset Configuration Management (SACM) structure.
• Partnered with technical teams to assemble standards and procedures to govern how IT Asset Management services work with the Asset Management system.
• Managed Software Assets & Licenses, and ensured Compliance.
• Worked to establish and maintain working relationships between all business units involved with ITAM-related processes and the HP AssetCenter/Asset Manager system.

• Deputed as Subject Matter Expert, Provided support 23 PAN India locations, Centralize ITS Service Operations Management.
• Monitoring & providing required support to the incident management process.
• Root Cause Analysis & Technical Document designed for Incident Management.
• Collected & stored the data for Knowledge Management Database.
• Test & Implement New Technology & changes which are coming in bucket.
• Provided Level 3 supports for Secure Jet Application, Safe boot, Symantec Enterprise Vault, and Device lock, Virtual Desktop Infrastructure & application Support.

• Responsible for the maintenance, configuration, and reliable operation of computer systems, network servers, and virtualization.
• Install and upgrade computer components and software, manage virtual servers, and integrate automation processes.
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues.

• Responsible for three retail stores IT Operations of Big Bazaar Sangli, Ichalkaranji Big Bazaar.
• Delivering application and technical support to end users of various departments and Point Of Sale Systems.
• Provide Support to stock take activities
• Responsible for resolving support requests and service tickets. Identify, diagnose and rectify any issues with computer hardware, software, services, and applications.