Susheel Shanbhag

Experience

• 

  Biznet Infotech

  Jan 2001 - Jan 2003

  IT Consultant

  • Troubleshooting PC hardware/software issues.• Configuring and managing networks for clients.• Assembling and servicing PCs for clients.• Conducted technical training for corporate clients.• Supervised and managed a team of 10 technicians providing field support for clients.

• 

  NCR Corporation

  Oct 2003 - Feb 2007

  Remote Field Support - L2

  • Provide level 2 onsite as well as remote support for PC related issues. • Worked as a KMS administrator to update Technical as well as Operational Knowledge Base on a daily basis.• Provided SME support for the team and was responsible for supporting complex technical issues at the desk.• Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows XP, Windows 2000 Professional, Windows 98, MS Office, e-mail, Internet connections, Windows based applications and hardware/peripherals. • Troubleshoot issue related to IVPN connectivity, AT@T dialer, MCI, Linksys router, cable modems and DSL connections.• Set up workstations and laptops for new employees; configured systems, ensured network connectivity, and installed and tested hardware and software.• Write and review technical knowledge base articles periodically.• Conduct training, guidance to the team as when new updates or processes are developed.• Prepare reports for Remote Support team including Performance report, Daily Metrics, etc. Show less

• 

  HP Enterprise Services

  Mar 2007 - Mar 2013

  • Responsible SPOC for entire Service Delivery, Contract Management and Services delivery.• Responsible for managing and support for IT infrastructure with team size of 100 personals. Supporting IT infrastructure as per SOW defined in contract agreement.• Coordinating with onsite team and back end technical towers to ensure technical assistance/ support to onsite team and service delivery as per committed SOW and standard. Ensuring to achieving the Service Level as per the contract agreement.• Carrying out complete ITIL process including Incident Management, Change Management, Escalation Management and providing round the clock support operation.• Responsible for conducting internal audits, facing external and customer audits.• Responsible to drive Service excellence through continual improvement plans.• Was involved in Quality audits including QMS ISO 20K certification for the program.• Leading and guiding the team and set out performance parameters/ deadlines; holding review meetings and monitor the progress of the project as per schedule, and ensured timely completion and delivery of the project.• Extensive involvement and interaction with clients at senior level of relationship management. Regularly interacting with clients on process related issues, SLAs and trying to achieve client satisfaction by enhancing performance and ascertain areas of potential dissatisfaction.• Responsible and accountable for cost management, margins, P&L account. Maintained customer relation at GM levels in customer organization.• Responsible for up sell existing services, introduction of new portfolios, contract renewals.• Closely worked with Client Manager and internal teams on finalizing technical SOW, commercial and contract renewal.• Involved in Vendor Management.• Involved in contract discussions, finalizing SOW and SLAs. Show less • Supporting Bank of Baroda’s infrastructure using ITIL framework in terms of Networking, applications, storage, servers, ATM’s etc to address operational issues.• Managing all critical changes for successful implementation.• Leading a team of 100+ resources in managing 24 x 7 IT operations to provide support on Core Banking Solution and remote desktop solution to branch users.• Extensive intra unit coordination with Unix, Database, Application, Wintel and Network teams• Risk Analysis and identifying design gaps to raise concerns to PMO for mitigation of risks.• Capacity planning - Rack space management, UPS requirement, Precision AC. Link Management etc• Planning the DC – DR Cutover for domestic and International territories for all application with minimum downtime. (CBS, Ebanking, AML, ATM, Treasury, EMS, ATM’s etc)• Member of the CAB to plan and help in execution in all major changes and also managing all critical changes for successful implementation• Working closely with the tools team to integrate HP Openview products with systems• Service Credit calculation and MIS Reporting • Resource Management• Regular review of performance measures and Service performance reporting to clients• Implemented Incident, Change, Service, Problem and configuration Management as per ITIL Framework.• Measuring the overall performance for the IT Service Desk of Bank of Baroda to meet the SLA and KPI.• Conducting Service Review meetings and incorporating improvement.• Effective Escalation Management to mitigate risks and increase customer satisfaction. Show less

  • Service Delivery Manager

    Mar 2011 - Mar 2013

  • IT Manager- Global Service Desk

    Mar 2007 - Jul 2011
• 

  Microland Limited

  Mar 2013 - Dec 2017

  • Responsible for India Operations for Project Services & Service Delivery in the IT Infrastructure space.• Responsible for onboarding new logos which includes Account Acquisition, Service transition and Service Delivery.• Accountable to lead the team for coordinated management of multiple related projects directed toward strategic business and other organizational objectives.• Managing existing accounts assigned to Service Delivery Managers and responsible for meeting client expectations, manage cost, deliverables and BAU.• Responsible to build credibility, establish rapport and maintain communication with stakeholders at multiple levels, including those external to the organization.• Aligning program scope with strategic business objectives and make recommendations to modify the program to enhance effectiveness toward the business result or strategic intent.• Coordinating all implementation tasks involving third party vendors as well as provide consultation to clients on system implementation.• Involved in transition of client from Solutions Implementation to Service Support, ensuring compliance to SLA.• Providing periodic Dashboard reports on the current program, future opportunities and client issues.Spearheading customer loyalty by ensuring that our customers fully utilize the value of our solutions and services.• Responsible to identify new opportunities and work towards augmenting the service scope of the existing accounts. Show less • Spearheading efforts for handling entire gamut of activities pertaining to entire IT Service Delivery, Contract Management and up-sales in services • Responsible for managing and support for IT infrastructure with team size of 240 personals. Supporting IT infrastructure as per SOW defined in contract agreement. • Planning and implementing revenue management strategies to register growth in revenue. Maximum profitability through formulation of winning Operational Strategies ensuring business case developed are in alignment with the strategic objective of the organization.• Developing a program- level implementation plan that will achieve the business case, establishing the critical business success criteria and closely managing the business plan within the critical success criteria during project life cycle.• Managing overall delivery commitments to the customer as the single point of end to end Service Delivery• Accountability within each account for meeting delivery targets, service excellence and operating within the factored cost or financial model.• Coordinating with onsite and backend teams to ensure technical assistance/ support to onsite team and service delivery as per committed SOW and standard. Ensuring to achieving the Service Level as per contract agreement.• Implementing new process automation with industry standard tool set to manage and support IT infrastructure.• Responsible for conducting internal audits, facing external and customer audits.• Leading and guiding the team and set out performance parameters/ deadlines; holding review meetings and monitor the progress of the project as per schedule, and ensured timely completion and delivery of the project.• Responsible for managing delivery in budgeted cost and account P&L, cost optimization through process and tool. Show less

  • Associate Director- Operations

    Jun 2016 - Dec 2017

  • Senior Service Delivery Manager

    Mar 2013 - Jun 2016
• 

  HDFC Bank

  Dec 2017 - now

  • Senior Vice President

    Jun 2023 - now

  • Vice President

    Jun 2020 - May 2023

  • Deputy Vice President

    Dec 2017 - May 2020
• 

  HDFC Bank

  -

  Senior Vice President