Operation & Service Manager - CBSL Group Ltd. - Pune, Maharashtra, India
(2025-12)
Corporate headquarters in Delhi with a 75-year industry legacy and 36 regional branches nationwide.
- Entrusted with managing the Pune Zone under the 'Rest of Maharashtra' region, including all districts (excluding Nagpur) and the entire state of Goa. Directly supervise and coordinate 12 field service engineers.
- Supervise installation, rental contracts, and Asset Management / Annual Maintenance Contracts (AMC) for heavy banking automation assets (ESDM, ACDB, PUM, Kiosk Machines, MFK, AOK, EQMS, DSS, Olivitti & Lipi Printers) across public sector and government banks.
- Map and monitor daily field assignments, scheduling Preventive Maintenance (PM) activities, tracking service tickets from initiation to closure, and reviewing performance metrics.
- Ensure 99%+ uptime commitments by rigorously monitoring open calls, managing escalations, and prioritizing critical operations to minimize banking disruptions.
- Regularly brief Zonal, Administrative, Regional, and Circle Office authorities on service metrics. Drive payment collections, cross-referencing outstanding invoices against AMC and rental contracts.
IT Support & Operation Manager - IBN Technologies Ltd.
(2024-04 - 2025-01)
- End-to-end implementation and troubleshooting of Microsoft Intune and Azure Sentinel. Configured MDM/MAM policies across iOS, Android, and Windows endpoints to enforce organizational security.
- Managed Azure AD infrastructure including RBAC, user provisioning, license configurations, Multi-Factor Authentication (MFA), and Conditional Access policies. Integrated logs with Azure Sentinel for centralized threat monitoring.
- Supervised the complete Office 365 suite (Exchange Online, SharePoint, OneDrive for Business, Teams configurations, and data retention).
- Led the transition and organizational implementation of ISO 9001:2022 and ISO 27001:2022 frameworks. Conducted internal gap analyses, handled security risk assessments, and defined risk mitigation strategies.
- Customized ticketing system workflows, designed automated tasks and service forms, and generated KPI matrices for ongoing process optimizations.
IT Service Delivery & Operation Manager - Openview Technologies Pvt. Ltd.
(2023-10 - 2024-03)
- Handled complex delivery SLAs for critical corporate clients including Tata Ficosa, Tata Seating, Tata Taco, Tata AIR, TTC, Force Motors, Mahindra & Mahindra, Janseva Bank Data Centre, and Elica PB.
- Standardized ITIL processes spanning incident, problem, and change management workflows. Guided a dedicated service delivery team by aligning individual targets with organizational performance milestones.
- Structured and optimized IT infrastructure budgets. Spearheaded vendor evaluations, managed contract terms, and evaluated emerging technology trends.
- Formulated structured incident response frameworks and disaster recovery mechanisms to shield key client environments against unscheduled operational disruptions.
Asst. Manager (IT Operation) - Bharat IT Services Ltd.
(2021-04 - 2023-09)
- Led a distributed PAN-India team of 70+ Field Engineers and 4 Team Leaders following strict ITIL directives. Managed over 10,000 physical and remote IT assets.
- Directed AMC & Facilities Management Services (FMS) for over 10 leading government banks (including SBI, BOI, UBI, UCO, BOM, DCB, Canara, Indian Bank) supporting 100+ branches per bank. Handled technical scopes for passbook printers and CTS scanners via NRC and Capital Business Solutions.
- Spearheaded a major hardware modernization campaign involving desktop-to-laptop migration for over 700 enterprise users. Managed 24x7 Service Desk environments.
- Shaped operational scopes for upcoming deployments and ensured frictionless operational sign-offs, tracking all incidents via ERP tools.
Team Leader (IT Operation) - VDA InfoSolutions Pvt. Ltd.
(2019-06 - 2021-01)
Client: Tata Motors (TCS)
- Supervised an on-site team of 35 IT Support Engineers, mapping incident resolution workflows via professional service management systems (Aditaas, Remedy).
- Administered Active Directory infrastructures (User Management, group permissions, security auditing) and SAP User access.
- Deployed software delivery packages using SCCM/MECM and engineered remote collaboration environments for executive webcasts.
- Upheld operational compliance with ISO 20000 standards, performing weekly inventory audits and hardware diagnostics.
Team Leader - Strike Infotech Pvt. Ltd. - Chakan, Pune
(2016-04 - 2019-05)
Client: Mercedes-Benz production project in Chakan, Pune
- Managed a 25-member technical support unit focusing on manufacturing clients, prominently handling the Mercedes-Benz production project in Chakan, Pune.
- Configured network perimeters including SonicWALL Firewalls, advanced router port forwarding, and managed local LAN/WAN segments.
- Supervised deployments of specialized industrial physical security automation, including DVR/NVR surveillance setups, biometric time attendance configurations, and smart access control platforms.
System Administrator - Sentinel Engineering Services Pvt. Ltd.
(2013-03 - 2016-03)
- Maintained enterprise systems for 150 local and branch users, managing proprietary audit software solutions.
- Administered Active Directory domain structures, built client messaging profiles in Microsoft Outlook, and orchestrated comprehensive automated daily backup regimens.
- Managed corporate network security baselines including central McAfee Antivirus Server patch policies, user access rules, and remote desktop administration tool suites.
System Administrator - Ultima Solution Pvt. Ltd.
(2010-12 - 2013-02)
Client: Rely Services Pvt. Ltd. (USA/CRV Pune)
- Managed a 7-engineer technical support team executing infrastructure installations, including Windows Server environments with Active Directory and DNS configurations.
- Directed structured network cabling architecture designs and resolved multi-tier workspace communication anomalies.
Field Management Executive (FME) Engineer - CMS Computers Limited - Pune
(2008-11 - 2010-11)
Client: Development Credit Bank Limited (DCB Bank), Pune
- Delivered high-availability client-side hardware, network terminal, and printing diagnostics for over 120 internal bank employees.
- Enforced localized network proxy controls, deployed anti-malware security endpoints, and configured dial-up architecture linkages.
