Summary
Overview
Work History
Education
Skills
Timeline
Generic

Pankaj Bhardwaj

Lehi

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

19
19
years of professional experience

Work History

Manager, Critical Response Center

Adobe
08.2020 - Current
  • Managed Adobe's Critical Response Center to facilitate major incident response for Adobe's services and infrastructure.
  • Spearheaded the consolidation of multiple NOC teams into a unified Critical Response Center
  • Facilitated cross functional collaboration for successful rollout of key projects such as unified incident management via ServiceNow, Service Registry and Critical Incident Response
  • Increased team productivity by consolidating and streamlining processes
  • Reduced operational costs through comprehensive process improvement initiatives such as noise reduction
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.

Lead Operations Center Engineer

Adobe
12.2017 - 08.2020
  • Spearheaded the consolidation of IT and Cloud Ops NOC teams
  • Evaluated and streamlined processes, reducing operational overhead while maintaining quality standards
  • Developed comprehensive plans and documentation to facilitate service registry enablement for Adobe's critical services
  • Improved team productivity by providing technical guidance and process improvements
  • Trained and mentored competent and flexible workforce to meet project needs and promote positive work environment.
  • Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.

NOC Engineer

Adobe
08.2015 - 12.2017
  • Spearheaded the transition of NOC teams from Noida (India) and Ottawa (Canada) to Bucharest (Romania) and Lehi (USA)
  • Played an integral role in recruiting and training the new team members
  • Minimized service disruptions by facilitating critical incident response
  • Reduced downtime with proactive identification of potential issues through regular monitoring and reporting.
  • Collaborated with cross-functional teams to optimize efficiency and establish best practices.

NOC Engineer

Adobe
09.2012 - 08.2015
  • Improved incident response times by streamlining the analysis process and implementing efficient workflows.
  • Reduced false positives in incident detection through thorough investigation and refined monitoring techniques.
  • Streamlined communication between departments during high-priority incidents, fostering a more collaborative environment.
  • Managed cross-functional teams in resolving complex technical issues, ensuring swift resolution of critical incidents.
  • Coordinated with stakeholders during high-impact events, maintaining transparency and trust throughout the resolution process.
  • Trained team members on best practices for incident management, enhancing overall team performance and efficiency.
  • Served as an escalation point for high-severity incidents, ensuring timely interventions and resolutions.

IT Analyst

Dell Services
12.2008 - 09.2012
  • Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end users.
  • Collaborated with cross-functional teams to troubleshoot complex technical problems and prevent future occurrences.
  • Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
  • Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
  • Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.

Customer Support Specialist

NIIT Ltd
03.2007 - 12.2008
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Streamlined support processes for increased efficiency and reduced response times.
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.

Technical Support Associate

Igate Global Solutions
11.2005 - 03.2007
  • Enhanced customer satisfaction by efficiently resolving technical issues and providing effective solutions.
  • Streamlined the troubleshooting process for improved resolution times and increased customer satisfaction.
  • Collaborated with team members to develop comprehensive support strategies, enhancing overall service quality.
  • Implemented proactive measures to prevent recurring technical problems, reducing support ticket volume.

Technical Support Engineer

Wipro BPO
08.2004 - 11.2005
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Streamlined support processes for increased efficiency and reduced response times.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.

Education

Bachelor of Science - Information Technology

Sikkim Manipal University
Gangtok (India)
03.2005

Skills

  • Workforce Management
  • Complex Problem-Solving
  • Cross-Functional Teamwork
  • Project Management
  • Operations Management
  • Performance Management
  • Organizational Skills
  • Process Improvement
  • Training and Development
  • Problem Resolution

Timeline

Manager, Critical Response Center

Adobe
08.2020 - Current

Lead Operations Center Engineer

Adobe
12.2017 - 08.2020

NOC Engineer

Adobe
08.2015 - 12.2017

NOC Engineer

Adobe
09.2012 - 08.2015

IT Analyst

Dell Services
12.2008 - 09.2012

Customer Support Specialist

NIIT Ltd
03.2007 - 12.2008

Technical Support Associate

Igate Global Solutions
11.2005 - 03.2007

Technical Support Engineer

Wipro BPO
08.2004 - 11.2005

Bachelor of Science - Information Technology

Sikkim Manipal University

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Pankaj Bhardwaj