VINAY PAWAR

The Duty Manager led the team of up to 35 engineers, ensuring efficient execution of activities for over 100 clients on a rotating shift. The role ensures seamless service delivery, major incident management, and process improvements, while maintaining a high level of hospitality for mission-critical systems.

Functional Management

• Managed team during rotating shifts, ensuring effective supervision, resource allocation, and seamless handovers for optimal service delivery.
• Inspire and motivate team members to deliver high performance while maintaining a client-centric mindset.

Major Incident & Critical Issue Management

• Proactively detect, escalate, and remediate Major Incidents (MIs) and critical issues.
• Maintain the Hosting Response Bridge (HRB) throughout shifts to enable collaborative resolution of high-priority tickets.
• Represent Hosting leadership on MI calls, ensuring timely updates to executive stakeholders.
• Guarantee resource availability and active participation during incident resolution.

Client Communication & Escalations

• Communicated clearly and professionally with clients and leadership during incidents and escalations, ensuring transparency and adherence to SLAs.
• Deliver real-time updates and ensure SLA commitments are met.

Collaboration & Continuous Improvement

• Partner with Tower Leaders to identify and implement operational process improvements.
• Review case handling, monitor KPIs (alerts, case metrics, SNOW performance), and Drive accountability for results.
• Provide actionable performance feedback to team members to enhance efficiency and service quality.

Guided teams through critical decision-making processes

• Demonstrate strong leadership in high-pressure environments, ensuring rapid decision-making and effective resource deployment.
• Maintain professionalism and clarity in communication across all levels of the organization.
• Collaborated with teams to proactively identify issues, driving resolution strategies that supported operational stability and client satisfaction.

Designed, built, and maintained Azure Virtual Desktop (AVD) solutions aligned with business use cases, user personas, and application workloads.

• Delivered end-to-end Citrix to AVD migration programs using Nerdio Manager for Enterprise, ensuring smooth transitions with minimal impact on end users.

• Engineered and managed AVD components, including host pools (pooled and personal), session hosts, application groups, workspaces, and FSLogix profile containers.

• Handled the complete AVD operational lifecycle, covering user onboarding and offboarding, image updates, patching cycles, and environment decommissioning.

• Leveraged Nerdio Manager for Enterprise to automate provisioning, scaling, monitoring, remediation, and governance across AVD environments.

• Implemented intelligent autoscaling strategies and cost-control measures to optimize Azure consumption without compromising performance.

• Executed bulk maintenance activities such as patch deployments, VM state management, and pool-profile alignment during scheduled windows.

• Provisioned and optimized Azure Virtual Machines across multiple SKU families, based on workload performance and capacity requirements.

• Designed and deployed greenfield AVD environments, delivering secure Remote Apps and Desktops to more than 5000 users.

• Built, maintained, and fine-tuned AVD golden images; performed Windows 10 to Windows 11 upgrades, including validation and rollout. • Configured and supported FSLogix profiles, resolved profile-related issues, and optimized storage performance for user sessions.

• Facilitated modern application delivery through MSIX App Attach within AVD host pools, enhancing user experience and application accessibility. • Automated infrastructure deployment and configuration using ARM templates and Azure DevOps pipelines.

• Monitored AVD health and performance using Azure Monitor, Log Analytics Workspaces, Application Insights, and Nerdio Insights.

• Investigated and resolved complex issues related to session stability, VM performance, resource utilization, and log diagnostics.

• Applied role-based access control (RBAC) and worked with network teams to implement secure connectivity via VPNs, firewalls, routing, and private endpoints.

• Partnered with InfoSec teams to ensure adherence to enterprise security standards, audits, and compliance requirements.

• Configured Azure identities, including service principals, API permissions, Azure AD Connect, and hybrid identity components.

• Provided L3 engineering support and owned high-priority incidents, managing escalations, root cause analysis, and SLA commitments.

• Collaborated with Microsoft and Nerdio support teams for advanced troubleshooting and design recommendations.

• Coordinated post-migration stabilization, documentation, and knowledge transfer sessions for clients and internal teams, ensuring smooth transitions and operational consistency.

• Delivered weekly client-facing presentations summarising operational updates, migration progress, risks, performance metrics, and upcoming plans, fostering transparency and client engagement.

•Familiar with enterprise network security technologies, including Azure Firewall and Palo Alto Networks Firewalls. Knowledge of firewall policies, security rules, network traffic management, access control, NAT rules, and secure connectivity for Azure and hybrid cloud environments. Experienced working with network and security teams to implement, troubleshoot, and maintain secure infrastructure.

• Hands-on experience with enterprise infrastructure monitoring, alerting, scheduling, backup, and performance management using Azure Monitor, Azure Monitor Insights, Zabbix, Nagios, Icinga, SolarWinds, LogicMonitor, AppDynamics, Informatica, Tidal Enterprise Scheduler, Rubrik Backup & Restore, Veritas NetBackup, and Veeam Backup & Replication. Experienced in monitoring server health, CPU, memory, disk utilization, network availability, application performance, backup operations, infrastructure alert management, troubleshooting, and ensuring high availability across on-premises and Azure cloud environments.

• Provided 24x7 infrastructure support through email, chat, and ticketing systems while ensuring SLA compliance.
• Managed VMware virtual infrastructure, overseeing virtual machine provisioning, deployment, resource allocation, and lifecycle management to support business operations.
• Created VM templates, deployed virtual machines from templates, and allocated CPU, memory, and storage resources based on business requirements.
• Performed VM snapshot management, hardware upgrades, VM Tools installation/upgrades, and virtual hardware version upgrades.
• Monitored VMware ESXi hosts and virtual machines for CPU, memory, disk utilization, availability, and network connectivity using enterprise monitoring tools.
• Generated and analyzed VM performance reports to identify capacity, utilization, and performance trends.
• Installed, configured, administered, and maintained Windows Server 2008, 2012, and 2016 environments.
• Executed operating system installation, software deployment, patching, upgrades, maintenance, and security hardening to ensure system integrity and compliance.
• Managed Windows patching using BMC BladeLogic and BatchPatch, including patch catalog creation, server grouping, deployment scheduling, and compliance verification.
• Administered Active Directory by creating and managing users, groups, computer accounts, Organizational Units (OUs), and Group Policies (GPOs).
• Managed user access by resetting passwords, provisioning accounts, assigning folder permissions, and implementing access control based on business requirements.
• Administered DNS, DHCP, IP addressing, and basic network infrastructure configuration and troubleshooting.
• Managed File Servers and Print Servers, including shared folder permissions, printer installation, and print queue administration.
• Configured and maintained infrastructure monitoring alerts using Nagios based on operational requirements.
• Investigated and resolved Windows Server performance and availability issues using Event Viewer, Process Monitor (ProcMon), system logs, and memory dump analysis.
• Diagnosed and resolved hardware, operating system, network, and application-related incidents, coordinating with third-party vendors when required.
• Worked as Shift SPOC, coordinating incident management, tracking critical issues, leading bridge calls, and ensuring timely resolution within SLA.
• Handled Severity 1 and Severity 2 incidents, providing technical leadership, troubleshooting complex issues, and escalating to L3 teams when necessary.
• Conducted root cause analysis (RCA) for recurring incidents, contributing to Problem Management activities to prevent future occurrences.
• Installed, configured, and troubleshot enterprise tools including BMC BladeLogic, Dell Avamar, Dell NetWorker, and Soft Token authentication.
• Installed, upgraded, and troubleshot McAfee Endpoint Security, performed firmware upgrades, health checks, and disk consolidation activities.
• Validated and resolved infrastructure alerts, including host down, router down, print server, CPU, memory, disk utilization, and network connectivity alerts.
• Executed emergency server reboots and recovery activities following approved change management procedures.
• Scheduled planned server maintenance and reboots, coordinating with application owners and business stakeholders to minimize downtime.
• Performed routine infrastructure administration tasks, including disk usage reporting, host file updates, IP and uptime verification, and overall server health checks.
• Maintained comprehensive documentation for operational procedures, change records, incident resolution, and infrastructure configurations.

• Provided 24x7 infrastructure support through email, chat, and ticketing systems, ensuring SLA compliance while handling production incidents and service requests.
• Administered VMware infrastructure by provisioning virtual machines, creating templates, allocating resources, managing snapshots, upgrading VM hardware, and installing/upgrading VMware Tools.
• Monitored VMware ESXi hosts and virtual machines for CPU, memory, disk utilization, network connectivity, and system availability using enterprise monitoring tools, while generating performance and capacity reports.
• Installed, configured, administered, and maintained Windows Server 2003, 2008, 2012, and 2016, including operating system installation, software deployment, upgrades, patching, and preventive maintenance.
• Managed Windows Server patching using BMC BladeLogic, ensuring compliance and successful post-patch validation to maintain system integrity.
• Administered Active Directory by creating and managing users, groups, passwords, access permissions, shared folders, and Group Policies while supporting file and print server administration.
• Configured and supported core infrastructure services, including DNS, DHCP, IP addressing, and basic network troubleshooting.
• Installed, configured, upgraded, and troubleshot enterprise tools such as McAfee, VMware vShield, Dell NetWorker, Dell Avamar, and Soft Token authentication solutions.
• Performed backup and restore operations using Dell NetWorker and supported firmware upgrades, health checks, and disk consolidation activities.
• Investigated and resolved Windows Server, virtualization, hardware, and network-related issues using Event Viewer, Process Monitor (ProcMon), system logs, and memory dump analysis, while coordinating with third-party vendors when required.
• Managed Severity 1 and Severity 2 incidents as Shift SPOC, leading bridge calls and coordinating with vendors.
• Configured and maintained infrastructure monitoring and alerts using Nagios, proactively resolving host, server, CPU, memory, disk, print server, router, and network connectivity alerts.
• Executed planned and emergency server maintenance activities, including scheduled reboots, provisioning changes, and change implementation in accordance with ITIL change management processes.
• Conducted root cause analysis (RCA) and problem management, maintaining operational documentation for incidents and changes to support infrastructure reliability.
• Collaborated with cross-functional teams and business stakeholders to enhance high availability and drive continuous improvement in enterprise infrastructure services.