Milan Pawar

With over a decade of experience in IT infrastructure and systems management, I possess a comprehensive skill set in network systems, project management, and strategic planning. My career is marked by successful vendor negotiations and infrastructure upgrades that considerably enhanced system stability and performance.

Delivery Manager at Clover Infotech / SUD Life Insurance Company (2026-11 – Present)

• Manage the EUSG Team
• Implemented and enforced security policies including access control, password policies, and user privilege management
• Managed projects related to India's IT operations and reported to the management on its progress and variance
• Designing and executing IT infrastructure roadmaps aligned with business goals
• Maintained office staff by recruiting, selecting, orienting, and training employees
• Maintained office staff job results by coaching, counselling, and disciplining employees; planning, monitoring and appraising job results
• Monitored systems for security threats, vulnerabilities, and unauthorized access
• Ensuring the Software Licensing Compliance
• Coordinate with the vendor for procurement
• Delivering infrastructure upgrades, migrations, and deployments on time and within budget
• Performed regular system updates and patching to ensure compliance and protection
• Identify areas of improvement
• Review daily, weekly, and monthly reports on the help desk team's productivity with the help of the MIS Team
• Security compliance Activity (Monitoring, Troubleshooting, Reports)
• Accountability on task (Ticking tools, Mails, AV, ITSM)
• Troubleshooting OS (Mac, Windows, Ubuntu, etc.)
• Conducted security audits and compliance checks
• Data Loss Prevention (DLP). BIT-Locker drive encryption report
• Implementing ITIL practices, automating workflows, and improving system uptime
• Managed endpoint security using antivirus, firewall, and patch management tools
• Tocket management and share reports monthly basics
• Critical incidents, root cause analysis, & ensuring SLA compliance
• Ensuring data protection, access control, and regulatory compliance
• Bridge call in incident management (MUD and Infra Send to client)
• Vendor follows and uploads the PO to the Company Portal
• Maintained backup and disaster recovery (DR) processes to ensure business continuity
• Ensured data protection and confidentiality across systems and networks
• All compliance is done and the internal Audit

Associate Process Manager at Eclerx Services Ltd. (2021-08 – 2026-11)

• Led a team of 25+ L1/L2 engineers across multiple locations, ensuring SLA and KPI compliance
• Managed End User Services (EUS) operations, delivering high-quality IT support to business users
• Acted as the Incident Manager for P1/P2 incidents, leading bridge calls and coordinating with cross-functional teams
• Monitored ticket queues, backlog, aging tickets, and first-call resolution to improve service performance
• Conducted daily operational reviews and published SLA, KPI, and productivity reports to management
• Managed client escalations and ensured timely resolution while maintaining high customer satisfaction
• Implemented ITIL best practices for Incident, Problem, Change, and Request Management
• Coordinated Windows 10/11 migration, hardware refresh, software deployment, and endpoint lifecycle management
• Managed Office 365 administration, Active Directory user management, VPN, and remote support services
• Oversaw endpoint security compliance including BitLocker, DLP, antivirus, patch management, and vulnerability remediation
• Coordinated with vendors for hardware procurement, warranty support, AMC management, and service delivery
• Performed Root Cause Analysis (RCA) and implemented preventive actions to reduce recurring incidents
• Managed IT asset inventory, software licensing compliance, and audit documentation
• Developed Standard Operating Procedures (SOPs), Knowledge Base articles, and process documentation
• Conducted team training, performance reviews, coaching, and mentoring to improve technical and customer service skills
• Collaborated with business stakeholders to improve service quality and drive continuous process improvements
• Planned resource allocation, engineer rosters, shift management, and workload distribution
• Ensured compliance with internal audits, information security policies, and regulatory requirements
• Supported Disaster Recovery (DR) activities, backup validation, and business continuity planning
• Identified automation opportunities and implemented process improvements to increase operational efficiency

Incident Management Team at Axis Bank Pvt Ltd (2021-12 – 2022-07)

• Prepared and analyzed MIS reports, ensuring accurate data-driven insights for management decision-making
• Generated and reviewed bridge call incident reports to track, escalate, and resolve critical issues within SLA
• Monitored and managed incidents using Demisto ticketing tools, ensuring timely resolution and proper documentation

Project Handling L2 at SUD Life Insurance Company. Ltd / Comnet Solutions Pvt. Ltd. (2021-05 – 2021-11)

• Monitor HP Ticking tools and follow up with pending call
• Monitoring portal and update of Antivirus, Firewall, Storage etc.
• Documentation like IMAC, inventory, roster, MIS report
• Troubleshoot High Severity incidents & Provide RCA

Team Leader at Welspun India Private Limited / Team Computer Pvt Ltd. (2018-04 – 2020-06)

• Perform Incident, Problem & Change Management using assigned Tools
• Troubleshoot High Severity incidents & Provide RCA
• Monitor IDC Ticking tools
• Participate in calls with the client to understand expectations, provide feedback and reports and resolve queries or escalations (Desktop, server, network, application IT Asset)
• Maintained IT asset inventory and updated documentation for hardware and software
• Escalated complex technical issues to L2/L3 teams with proper troubleshooting details

Team Leader at Tala Properties Pvt Ltd. (2017-06 – 2018-04)

• AMC contracts (All technical equipment) – Defining scope of work, Vendor analysis & Performance analysis of current vendor
• Handing VIP call (Office 365, MacBook Air, iPhone, iPad, Mail issue)
• Provided technical guidance, mentoring, and coaching to improve team performance
• Managed IT asset inventory, IMAC activities, and software license compliance
• Planned engineer rosters, leave schedules, and resource allocation across multiple locations

Senior Associate (E2) at STATE STREET SYNTEL SERVICES PVT.LTD (2013-04 – 2017-05)

• Update tickets with details on progress of each issue logged by our end users
• Responsible for handling all issues through resolution in a timely manner
• Quality checking and auditing of work carried out by the Desktop Support team
• Perform routine tasks required for application maintenance
• Prepare new servers for application install including OS installation and updates for the hardware
• Troubleshooting and resolving OS, application and hardware issues
• Worked on Remedy, ISM & HP ticketing system
• Installation of network printer as well as local printer and maintain page count report of network printer
• Installation of McAfee 8.7 patches 3 antiviruses
• Manage and be responsible for the personal and technical development of the Desktop Support Team

T.Y.B COM – Mumbai University (2007)