Sanket Waghchaure
Boston,MA
Summary
Experienced Program Manager skilled in managing functional operations and projects related to deliverable. Advanced understanding of organizational strategies, scope, service management, budget. Expertise in data analysis, operations smoothness and support team, development and standardization. Talented professional considered knowledgeable leader and dedicated problem solver. Brings 12+ years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.
Overview
13
13
years of professional experience
Work History
Program Manager
Atos Syntel, CDPHP
New York
07.2021 - Current
- Manage and Mentor onsite and offshore locations
- (India and Manila)
- Works under the general direction of senior leadership management
- Responsible for managing all the core Enterprise IT Infrastructure with IT Server Ops/ DB Ops/Application/ Service desk and Tidal Operator centralizing support system
- Mentor a team of IT Operations managers in India and Manila and touch base on daily basis
- Oversees implementation of program and project plans, monitors progress, resource usage, and quality
- Also makes needed adjustments with shift schedule and other aspects of delivery
- Coordinates communication with all areas of the enterprise that impacts the scope, risk, and resources of the work effort being managed
- Responsible for conducting risk assessments and developing plans for eliminating or mitigating the risks identified within the current environment, and planning projects
- Communicates with Technology leadership strategy, status, and change
- Responsible for a monthly trend of Incident analytics and reduction of incidents in various areas of IT Infra
- SPOC for core Infra support teams during business hrs for smooth Operations continuity.
- Met with project stakeholders on regular basis to assess progress and make adjustments
- Created and presented data using MS Excel spreadsheets and other MS Office tools
- Interacted with customers and clients to identify business needs and requirements
Infrastructure Operations - Administrator
Pizza Hut
Heidelberg, Baden Wurttemberg
12.2018 - 02.2020
- Assist the team in managing delivery solutions
- Performed Service desk operations
- Formulated strategies to improve service delivery and enhanced efficiency
- Managing 24x7 Incident management team
- Incident and service requests and providing work around follow-up etc
- Served as a Major Incident Management responsible for defining task execution.
Service Delivery Manager
Progressive Infotech Pvt Ltd
Mumbai
05.2015 - 02.2017
- Managing & Leading IT services and Projects across 3 states (Maharashtra, Gujrat, Goa) West region with over 25 projects, and a revenue of $40 Million and more
- AWS/Azure Implementation, with project plans/risk/mitigation/cost TCO and Cloud Economics
- The bridge between customer and Cloud Implementation team for a smooth rollout of Cloud Migration/operations for all hosted app (Middleware, BI & DB)
- IT Infra Services to clients like, FedEx, Zydus pharmaceutical, Avon, Dubai Port (DP World), Havas Media, Ingenero Engineering group, Turner construction, BASF Germany, Nike, Capital IQ, Towers Watson, Novozymes, and Siemens
- End to End Asset management, hardware deployment IMAC process
- Remote desktop/Service desk/End user satisfaction
- Managing Onshore and offshore major incident - P1 P2 P3 ticketing
- Managing 24x7 Incident management team, Laptop/Desktop Imaging, and handle as project for complete task
- Impact analysis and gauge risk and mitigation to avoid incident in future
- Bridge initiative and lead bridge call till solution has been provided
- RCA updating and publishing to stakeholder once the incident is closed
- Implementation of Processes and Procedures, Supervision, maintaining Cost and Efficiency (P&L) along with Customer Satisfaction (CX)
- Creation of Service Level Agreements with the assistance of the Sales team and redefine SOW
- Delivery of quality service as per the agreed SLA which included internal Audit to ensure zero gaps in services and meeting customer expectations, initiate SIP/value add, monitor/audit/data mining ITSM/CMDB – Service now/Remedy or in-house ticketing tools
- Managing IT support for Pharma compliance regulatory (GxP, GLP, GMP) and Audit regulations also guidelines established by the U.S
- Food and Drug Administration US-FDA
- As a Delivery Manager, responsible to provide support services (SPOC) across client Enterprise IT Manage Services/Infrastructure/Datacentre/ Mission-Critical Applications hosted On-Prem & Cloud Infrastructure
- Resource Management including recruitment/hiring, mentoring training, target setting, retention, motivation performance/appraisals assessment
- Support ITIL standard best practices & contribute to continuous improvement for the benefit of the organization, include CAB meeting/Daily Rhythm call/Monthly value add initiative and incubation task
- Transition activities include Takeover New services and Process & Framework, Resources, Metrics and Dashboards, Reviews, Audits, and Performance Management, Induction framework, Training and Skill Development for new skills
- Maintain strong relationships with internal and external stakeholders and adhere to governance standards
IT Operations Manager
Genpact India Ltd, Novartis Pharmaceutical Ltd
Mumbai
09.2014 - 05.2015
- Establishing SLA for processing activities and process developments in Global delivery and tooling services
- To oversee ITIL Process including Asset Management, Service Level Management, Issues/Risk Management/Configuration Management, and In-house data centre activities
- Handled IT Service Desk, End-user Management, Operations Management, Datacentre Operations, Vendor Management, Asset Management, Patching, DR Drills, Firewall changes, service requests, Log management, Planned and unplanned incident Management
- Ensuring Reviews and publishing reports weekly/Monthly, Along with active participation in audit internal and external examiners
- Understanding the needs of existing customers (BFSI, IT) and establish a relationship with potential customers
- CSAT & Net Promoter Score (NPS) as performance parameters
IT Operations Manager
HP Enterprise Services, INS Enterprise Sol. Pvt Ltd
Mumbai, Australia
05.2013 - 08.2014
- Managing IT Infra of Tech Mahindra Business solution Pvt
- Ltd with 8000 assets
- Handing project assessment, gap analysis, and improvement opportunities for the ITIL processes
- Managing BPO and Call centre operations with hands on experience on Avaya/Cisco Telephony
- Development of Service Management roadmap for customers and implementation of the initiatives
- Managing Onshore and Local incidents, engaging respective teams, and providing business updates
- Co-ordination with teams for efficient incidence resolution, Global IT Support, and tracking tickets
- Handled 10 Service desk supervisors and around 90 engineers’ team to attain smoother service delivery
- Involved in ticket quality audit, ticket hygiene, and initiatives taken to meet client expectations through SIP
- ITSM Process definition and deployment support
- Creation of process documentation for the customer as well as internal requirements
Group Leader
CMS Info
Mumbai
08.2011 - 05.2013
- Managing entire IT Infra with 35+ customers and 180+ engineers
- Responsible for meeting the SLA and smooth service delivery
- Accountable for CSAT, Product sale, Services, Renewals, and collections
- Understanding business requirements and mapping them to system requirements specifications
- Conducting various training for projects along with site-specific training for Engineers
- Applying BI to meet the Gross Margin and EBITDA to achieve profitability and cost reduction
Reliance Communications, DAKC Navi
Mumbai
11.2007 - 02.2011
- Solaris system administrator and Shift lead
- Administrating over 300 Solaris Production servers, 200 Development boxes, 70 Solaris servers of vanco and 48 Project servers
- Installation and configuration Virtual servers viz
- Ldoms and Zones on Solaris servers
- Network configuration, server precheck, VxVM, and KJP upgrade activities
- Managing system process, OS-level issues, and their troubleshooting
- Manage IDC Internationa Datacenter and server installation from pre-health check to production phase
Team Leader & Account Manager
India Pvt. Ltd
Mumbai
04.2006 - 11.2007
- Managing FMS+AMC sites together with Managing 40 Customers + 75 Eng
- Including remote locations
- Performing server Activity/Audit, downtime, and meeting the customer expectation
- Site documentation, generation of monthly reports, and meeting the SLA
- Resource management under talent acquisition programs and to identify the resource for Wipro
- Built strong relationships with customers through positive attitude and attentive response
Site in charge, system administrator
ICICI InfoTech, Sitecos Consultancy
02.2004 - 05.2005
- Processing database of banks credit cards using telnet and work on vision plus
- Installation & troubleshooting of Customized Banking Software like Finacle, Kondor+ Citrix, FCRM,
- Vision Plus, and Avaya, etc
- Monitoring the NT Server, Windows 2K Advanced server
- Taking back up daily, managed network and datacenter on-prem
- Providing all network support and solving Network related problems
Education
Project Management - PMI Project Management
University of Umass Amherst
Massachusetts 02.2022
MBA - Information Technology
United Business Institutes
Belgium09.2011
Bachelor of Arts - Sociology
University of Mumbai
2002
Diploma - Computer Hardware & Networking
Maharashtra Board of Vocational Exam
2001
Diploma - Electronics Engineering
Dyaneshwar Vidyapeeth
2000
Course in Computer Programming - undefined
Maharashtra Board of Vocational Exam
1999
Skills
- Team leadership and direction
- Policy and procedure improvements
- Performance monitoring
- Program leadership
- Onsite customer support
- Budgeting and Resource Management
- Strategic planning
- Project Management
- Operations management
- Lean / Six Sigma
- Data analysis
Timeline
Program Manager
Atos Syntel, CDPHP
07.2021 - Current
Infrastructure Operations - Administrator
Pizza Hut
12.2018 - 02.2020
Service Delivery Manager
Progressive Infotech Pvt Ltd
05.2015 - 02.2017
IT Operations Manager
Genpact India Ltd, Novartis Pharmaceutical Ltd
09.2014 - 05.2015
IT Operations Manager
HP Enterprise Services, INS Enterprise Sol. Pvt Ltd
05.2013 - 08.2014
Group Leader
CMS Info
08.2011 - 05.2013
Reliance Communications, DAKC Navi
11.2007 - 02.2011
Team Leader & Account Manager
India Pvt. Ltd
04.2006 - 11.2007
Site in charge, system administrator
ICICI InfoTech, Sitecos Consultancy
02.2004 - 05.2005
Project Management - PMI Project Management
University of Umass Amherst
MBA - Information Technology
United Business Institutes
Bachelor of Arts - Sociology
University of Mumbai
Diploma - Computer Hardware & Networking
Maharashtra Board of Vocational Exam
Diploma - Electronics Engineering
Dyaneshwar Vidyapeeth
Course in Computer Programming - undefined
Maharashtra Board of Vocational Exam
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