Sunny Pandita
Application Support Lead
Gurugram
Summary
Application Support Lead with 15 years of experience in Financial Services & Information Technology Industries. Proven track record in implementing ITL & Agile best practices. Expertise in end user support (SharePoint Online, M365, Azure) Process Improvement, Scrum, IT Infrastructure Management & rationalization. Recognized strengths in analysis, problem solving, Learning & Development, decision making and managing people and processes. Proactive, decisive, and capable of leading a team through high-pressure situations, all while striving for continuous improvement in the production support processes.
Overview
16
16
years of professional experience
7
7
years of post-secondary education
7
7
Certifications
1
1
Language
Work History
Application Support Lead
NatWest Group
09.2014 - Current
- Leading EOL Infrastructure rationalization program for APAC region by facilitating decommission/upgrade as the infra is no longer fit for purpose due to the business and technology changes
- Maintained an interface and alignment with the Stakeholder business objectives by advising them of opportunities for Business continuity, improvements, and risks and developed work plans
- Providing regular reports on the performance of the production environment, including incident trends, resolution times, and overall system health
- This data helps drive decision-making and provides insights into areas for improvement
- Pivotal in maintaining the stability and reliability of the organization's collaboration tools
- Liaising with stakeholders while keeping them informed of progress and issues to manage expectations on all project requirements and deliverables
- Proficient in formulating & adopting service level agreements, KPIs & framework (ITIL, Agile) for the entire portfolio of services offered to ensure adherence by means of performance monitoring & tracking
- Transitioning of services from on shore locations to global delivery centre in Gurugram and Experience delivering product/system road map and strategy in line with Business
- Managing a team, providing guidance, coaching, and mentorship to ensure that they are equipped to handle the demands of production support and contributing to organizational goals Responsible for hiring, training, and evaluating team members to maintain a high-performing support team
- Expertise in overall end to end application migration to cloud (Stakeholder management, transition, project timelines, Cost effectiveness
- Streamlined support processes by creating detailed documentation and training materials for the team
Lead Consultant Application Support
DXC Technologies (CSC)
04.2013 - 08.2014
- Worked as a technical Consultant providing SharePoint consultation for Royal Mail Group with complex and largest SharePoint implementation
- Provided L2, L3 Support being part of the Production Support Team
- Documentation, Release Management, change management in line with the ITIL process, Capacity planning, Server monitoring, Customization using SPD
- Expert Panel member with Learning and development expert team and was critical in providing the trainings on SharePoint.
Technical Specialist Application Support
HCL Technologies Ltd
02.2010 - 04.2013
- Provided L1, L2 support to AMD across the globe for SharePoint 2007 and 2010
- Proactive Monitoring fine tuning SharePoint server health, Database analysis and best practices, Documentation, Change, Incident, Problem management following ITIL practice
- 3rd party webpart integration and management.
Technical Analyst
IBM India
11.2008 - 02.2010
- Provided solutions for SharePoint 2007 and 2010 environments to Microsoft clients/customers across globe with server related issues
- Support domain involved – Documentation, Installation, Configuration, Collaboration, Search, Integration with other Microsoft Products, Content Deployment, Upgrade and Data Migration, Backup and Restore, Disaster Recovery
Technical Support Analyst
HCL Technologies Ltd
11.2007 - 11.2008
- Provided Technical support to British Telecom for UK region which included desktop, email, internet support and Identity and access management.
Education
PGDBM - Operations Management
IMT Ghaziabad
Ghaziabad 01.2020 - 07.2022
Bachelor of Computer Science -
University of Jammu
Jammu 04.2003 - 07.2007
Skills
Cloud Migration
Certification
ITIL V3 Foundation Certified
Personal Information
Date of Birth: 12/19/86
Timeline
PGDBM - Operations Management
IMT Ghaziabad
01.2020 - 07.2022
Application Support Lead
NatWest Group
09.2014 - Current
Lead Consultant Application Support
DXC Technologies (CSC)
04.2013 - 08.2014
Technical Specialist Application Support
HCL Technologies Ltd
02.2010 - 04.2013
Technical Analyst
IBM India
11.2008 - 02.2010
Technical Support Analyst
HCL Technologies Ltd
11.2007 - 11.2008
Bachelor of Computer Science -
University of Jammu
04.2003 - 07.2007
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