Atul Khare

IT service delivery and telecom professional with 20+ years of experience across major incident management, service assurance, contact-center technologies, infrastructure operations, cloud services, and customer support. Experienced in ITIL-based operations, SLA governance, executive communication, stakeholder coordination, escalation management, and technical service delivery. Hands-on knowledge of Avaya, Genesys, ServiceNow, Jira, Microsoft Teams, cloud platforms, IAM, Kubernetes, Docker, Datadog, Splunk, and New Relic.

Track record includes reported improvements in service availability, incident resolution, operational efficiency, deployment speed, and customer experience.

Lead Infrastructure - Cencora - Pune, India

(2024-04 - 2025-10)

• Led infrastructure and service-assurance activities across cloud, telecom, and contact-center environments while coordinating with Engineering, Product, Support, project teams, vendors, and global stakeholders.
• Designed and optimized scalable cloud platforms, contributing to a reported 30% cost reduction through financial governance and capacity planning while supporting 99.99% service availability.
• Automated user provisioning and role-based access processes using IAM capabilities to strengthen access governance, compliance reporting, and team technical capability.
• Established cloud observability practices using Datadog, Splunk, and New Relic to enable proactive monitoring, performance management, and rapid incident detection.
• Supported secure and compliant AI use cases using LLMs and AI agents for log analysis, automated documentation, Terraform code maintenance, and proactive issue remediation.
• Collaborated across technical and support functions to resolve complex customer issues, accelerate recovery, and reduce recurrence.

AVP Support Specialist - Barclays - Pune, India

(2019-06 - 2024-03)

• Resolved complex technical issues using advanced diagnostics and network tools, contributing to a reported 20% reduction in average resolution time.
• Used SQL queries to accelerate issue identification and support a reported 15% improvement in user satisfaction.
• Coordinated software and hardware setup and configuration to streamline onboarding and improve the user experience.
• Implemented and optimized the Verba portal, contributing to a reported 25% improvement in operational efficiency through process automation and user training.
• Monitored access patterns using SQL and diagnostic tools to identify security anomalies and support incident response and access governance.
• Supported access reviews, audit trails, and user-access certification activities aligned with SOX and GDPR requirements.

Subject Matter Expert - Innovatia - Bengaluru, India

(2018-06 - 2019-02)

• Deployed and optimized Avaya Communication Manager for unified communications and contact-center environments, contributing to a reported 30% improvement in system reliability.
• Supported secure SIP and VoIP integrations, including role-based access for contact-center users and encrypted communications across departments.

Telecom Engineer - Primera Medical Technology - Hyderabad, India

(2017-07 - 2018-06)

• Maintained Avaya systems across multiple U.S. states using telecom-monitoring tools, contributing to a reported 15% improvement in reliability and uptime.
• Coordinated with internal IT teams to optimize Avaya performance and support continuous service delivery for Prime Health Services.

Specialist - NICE - Pune, India

(2016-06 - 2017-07)

• Provided global Level 3 support for CSS and FMC products within NICE ASG, using Jira and SQL to troubleshoot complex compliance issues and support 99.9% uptime.
• Engaged directly with customers using Confluence and technical diagnostic tools, contributing to a reported 30% improvement in resolution speed.

Tier-3 Principal Software Specialist - Inspiredge IT Solution - Visakhapatnam, India

(2015-12 - 2016-06)

• Established a knowledge-management system for Seismic, an Avaya partner, within a three-member team, contributing to a reported 35% improvement in issue-resolution efficiency and 50% reduction in issue rediscovery.

Specialist - HP Globalsoft - Pune, India

(2005-03 - 2015-12)

Began the assignment as a Software Engineer supporting Avaya in March 2005 and transitioned to HP Globalsoft payroll in October 2014.

• Provided Tier 3 support for Avaya technologies and advised customers on Avaya and Nortel upgrades using ITIL-aligned implementation practices.
• Supported proactive system-release deployments and quality-assurance activities, contributing to a reported 20% reduction in customer issues.

Bachelor of Engineering - Electronics & Communication - B.I.S.T., Bhopal (2000-07 - 2004-06)