Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Pankaj Bhardwaj

Saratoga Springs,United States

Summary

Dynamic IT leader with proven expertise in IT Service Management and a knack for fostering cross-functional teamwork. At Adobe, I spearheaded the unification of service management teams, significantly reducing MTTD by 40% and eliminating workflow inefficiencies. Skilled in ITIL practices and adept at driving continuous process optimization, my approach enhances operational efficiency and service reliability.

Overview

21
21
years of professional experience

Work History

Manager, IT Service Management

Adobe
Lehi, United States
09.2012 - Current
  • Oversaw IT Service Management function for critical incident response, problem, event and change management.
  • Led unification of service management teams into a single centralized unit.
  • Refined and implemented standard service management protocols throughout the enterprise.
  • Led development of AI tools to streamline incident response processes.
  • Directed reduction of MTTD and MTTOI by 40% through implementation of agile ITIL practices.
  • Streamlined workflows to eliminate 90% of toil and noise.
  • Directed adoption of SLO/SLI-centric observability framework to boost issue identification.
  • Orchestrated cross-departmental efforts to design and deploy service management tools including BMC Remedy, PagerDuty, and ServiceNow.
  • Acted as main liaison for executive stakeholders to report critical incident status, impacts, and mitigation steps.
  • Implemented business continuity frameworks to proactively handle critical disruptions.
  • Fostered partnerships with various stakeholders, enhancing the efficiency of service management processes.
  • Established and tracked KPIs to assess operational efficiency, incident response times and service reliability.
  • Applied insights from data to drive continuous enhancements.
  • Fostered growth and excellence by aligning team efforts with core organizational values.

IT Analyst (NOC & Service Desk)

Dell Services
Noida, India
12.2008 - 09.2012
  • Oversaw IT Service Desk and NOC operations, guaranteeing uninterrupted support for healthcare client.
  • Handled critical issues with expertise as escalation specialist.
  • Coordinated efforts between IT service desk and Network Operations Center to resolve high-visibility problems.
  • Set up comprehensive solutions for system alerts.
  • Coordinated efforts across functions to diagnose and prevent recurring tech issues.
  • Enhanced process documentation utilizing IT Service Management best practices.
  • Streamlined ticket management processes to minimize response delays.
  • Provided structured onboarding programs to ensure compliance with organizational protocols.

E-Learning Administrator

NIIT Limited
Gurugram, India
03.2007 - 12.2008
  • Oversaw administration of client Learning Management System.
  • Delivered technical assistance to faculty, staff, and students on online learning systems.
  • Tracked student engagement by maintaining records of course participation.
  • Devised alerting mechanisms to track platform uptime and performance.
  • Acted as point of contact for urgent issue escalations.
  • Enhanced process framework to minimize resolution time.
  • Partnered with diverse departments to enhance service delivery and address feedback effectively.

Senior Technical Support Associate

iGate Global Solutions
Noida, India
11.2005 - 03.2007
  • Delivered technical support for customers of a telecom company.
  • Enhanced troubleshooting workflows, reducing average handling time by 10%.
  • Partnered with colleagues to create effective support plans.
  • Designed proactive solutions to address technical issues, decreasing support ticket submissions.
  • Assisted in the development of training materials for new team members.

Technical Support Engineer

Wipro BPO
Delhi, India
08.2004 - 11.2005
  • Delivered technical assistance to customers of computer manufacturer.
  • Increased customer contentment through rapid and effective troubleshooting of hardware/software challenges.
  • Enhanced efficiency of customer service by organizing detailed case records.
  • Created and updated thorough documentation for system troubleshooting.

Education

Bachelor of Science - Information Technology

Sikkim Manipal University
Gangtok, India
05-2005

Skills

  • ITIL Expert
  • IT Service Management
  • Incident Management
  • Event Management
  • Problem Management
  • Change Management
  • IT Operations
  • Service delivery
  • Program Management
  • Operations Management
  • Performance management
  • Process Optimization
  • Communications
  • Cross-functional teamwork
  • Complex Problem-solving

Accomplishments

  • Consolidated multiple incident management teams and respective processes into a unified team and a standard framework of processes across the organization.
  • Automated 50% of incident facilitation via development and implementation of AI-powered tools.
  • Instrumental in reducing MTTD/MTTDOI by 40% through agile ITIL process improvements.
  • Directed multiple seamless transitions of tools to enable a unified service management system across the organization.

Timeline

Manager, IT Service Management

Adobe
09.2012 - Current

IT Analyst (NOC & Service Desk)

Dell Services
12.2008 - 09.2012

E-Learning Administrator

NIIT Limited
03.2007 - 12.2008

Senior 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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