Sarang Dabholkar
San Marcos,TX
Summary
An experienced IT Program Management Professional skilled in managing diverse IT Infrastructure Projects for retail, supply chain, and healthcare clients in the USA. Extensive background in IT Project Management and IT Service Management, collaborating with professionals worldwide to enhance project outcomes. Passionate about exploring global cuisines and dedicated to writing, reading, and cooking. Aspiring Sommelier with a growing interest in wine.
Overview
11
11
years of professional experience
Work History
Service Delivery Manager
Tata Consultancy Services
San Antonio, TX
12.2019 - Current
- Managed end-to-end delivery of operations for Network Data, Network Voice, Network Command Center, Identity and Access Management, and IT Service Management teams
- Identified opportunities for growth, negotiated with the customer, and acquired multiple large and small projects for
- Acted as a liaison between TCS and Customer and drove the teams toward a common goal of seamless IT Operations
- Worked with various Vendors and Service Providers for on-time delivery of key projects like Store Refresh, Store Migration, Technology Refresh, etc
- Coordinated with multiple support groups and leadership teams to define and drive strategies to improve the quality of services and thus the end-user experience
- Devised and published metrics to measure the organization’s success in delivering world-class customer service
- Managed the annual Disaster Recovery exercise and improved the RPO and RTO to ensure minimal loss of Data and quicker return to service
- Served as the primary interface for onboarding new personnel, providing educational resources on service delivery policies, and establishing scheduling calendars.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Attended staff and client meetings and served as liaison to manage operations for an account.
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training, and ongoing support.
- Managed third-party contracts to drive delivery of required services.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
Escalation Manager
Tata Consultancy Services
Eden Prairie, MN
08.2017 - 11.2019
- Chaired the Major Incident Management command center
- Upon analyzing the Impact and Risk, handled the Major Incidents from cradle to corpse
- Efforts involved, managing conference calls, driving teams towards faster resolution, ensuring timely escalation and stakeholder involvement, communicating the Major Incident via email and chat, driving the Post Incident Review meetings, etc
- Continuous proactive monitoring of the SLAs, OLAs and other KPIs via customized dashboards in the ITSM tool
- Analyzed data sets and devised improvement plans to significantly improve the MTTR, Response Times, Troubleshooting approach, etc
- Drove down the Incident volume by actively working with the Problem Management team on the Root Cause Analysis and permanent fixes
- Authored, Reviewed and Updated the Knowledge Base on a continuous basis to ensure quicker triage and faster recovery times
- Audited the team’s performance against the agreed-upon levels and worked towards minimizing the deviations
- Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements.
- Provided immediate emergency response and incident management.
- Developed and coordinated response processes.
- Conducted post-resolution reviews with team members.
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
- Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
- Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose.
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
Change Manager
Tata Consultancy Services
Charlotte, NC
03.2015 - 07.2017
- Chaired the Change Advisory/Approval Board meeting covering all medium and high-risk production changes across the organization
- Independently assessed various small- and large-scale projects within the organization and resolved conflicts and removed redundancies
- Penned the Change Management training material and various Change Management documents for better understanding and execution by individuals
- Evaluated documentation on various ITIL Processes and edited the same as needed
- Developed and customized various dashboards, calendars etc
- In the ITSM tool to provide an in-depth view of the Change Management pipeline
- Supported and facilitated all Regulatory Compliance audits, Internal audits and developed the understanding for SOX Compliance
- Partnered with business teams to understand needs and mitigate potential problems.
- Designed processes and systems supporting business needs before, during and after transitions.
- Oversaw change management efforts to support implementation of critical initiatives driving technology, and process changes
IT Service Operations Analyst
Tata Consultancy Services
Pune
03.2012 - 02.2015
- Implemented Problem Management techniques like ‘5 Why’s?’, ‘Pareto Analysis’ and ‘Fish Bone Analysis’ to reduce the reoccurring incidents by 20%
- Data Analysis using Microsoft Excel
- Acted as a liaison between Problem and Incident Management teams to ensure root causes are identified, documents, and permanently fixed
- Chaired the problem review board meetings and collaborated with the support groups to identify and resolve conflicts
- Prepared maintenance and compliance reports for executive summaries and presentations.
- Designed plans to improve operations and suggested changes to systems for the overall organization.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Compiled, cleaned and manipulated data for proper handling.
Education
Bachelor of Engineering - Electronics and Communication
Rajiv Gandhi Technical University
Bhopal, MP, India07.2011
Skills
- ServiceNow Administration and Reporting
- Mentoring
- Operational Quality Management
- Service Level Management
- MS Office
- Process Improvement
- Audit and Reporting
- Business Continuity Planning
- Vendor Management
- Problem Solving
- Onboarding and Training
- Verbal and Written Communication
- Relationship Building
- Process Monitoring
- Complex Problem Solving
- Emergency analysis
Timeline
Service Delivery Manager
Tata Consultancy Services
12.2019 - Current
Escalation Manager
Tata Consultancy Services
08.2017 - 11.2019
Change Manager
Tata Consultancy Services
03.2015 - 07.2017
IT Service Operations Analyst
Tata Consultancy Services
03.2012 - 02.2015
Bachelor of Engineering - Electronics and Communication
Rajiv Gandhi Technical University
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