Mukesh Solanki

Experience

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  Wipro Spectramind

  Dec 2002 - Dec 2003

  Technical Support Analyst

  • Hardware, Operating System and S/W Installation on desktops• Troubleshooting Customer based Application• Responsible for maintaining the AHT and FTR.• Trained new hires in the Team to achieve all the parameters set by the Management.• Conducting Huddles and meetings to inform the Team members about the new Policies and Procedures implemented by the Company.

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  Intelenet Global Services

  Dec 2003 - Sept 2004

  Senior Technical Support Analyst

  Responsible for managing and maintaining Active Directory and Domain controllersUser Creation, administration and profile management.Remote controlling staff desktops using VNC software to resolve problems remotelyResponsible for the training of Technical Support Representatives.Backups & Restore

• 

  Tata Consultancy Services

  Oct 2004 - Jun 2019

  Program Manager responsible for delivering Enterprise IT Operation Services globally (50+ location with a team of 200+ associates) and ensuring SLA commitment are met/exceeded. Transforming business by identifying and driving various services improvement initiatives like Automation, Cloud Migration, Workflow Optimization which are aligned to business goal. Ensuring capacity planning, budget planning and effective resource utilization. Driving Monthly and Quarterly business reviews with customers. • Ensuring service level agreements are met by all the global teams via metrics-based management • Liaised between customer and TCS to ensure escalations were addressed and resolved within agreed service levels.• Conduct Month and Quarterly business reviews with stakeholders to review KPI’s and team performance• Reviewing resource capacity, hiring and releasing of resources to ensure proper resource utilization• Business development, Contract/SOW writing, renewals, finance and budget planning• Generating monthly billing and budget report for services offered• Identify and drive continuous service improvement initiatives in align to business goal which help in optimization, cost reduction without impacting SLA’s• Spearheaded IT Transformation initiatives such as Automation, Cloud Migration, Robotics, DevOps Model Execution, etc. which resulted in o 30K Incident ticket volume reduction/month (40K/month to 10K/month)o $800K operational cost savings/month ($1.2Mn/month to $400K/month)o 170 mins of average outage duration reduction (300 mins/month to 130 mins/month) • Leverage Agile(SCRUM) methodologies to drive transformation initiatives to deliver incremental values after every sprints, participate/drive sprint planning, daily scrums, sprint reviews and sprint retrospective with business stake owners and SCRUM teams • Participated with Business relationship team to respond RFI’s and RFP’s for new business opportunitie Show less Responsible for evaluating and building IT solution (Hybrid, On-Premise, Cloud) which meets needs for SMB customer, transforming their legacy IT infrastructure, and provide BAU support, leading a team of 12 engineers responsible for remote deployment and management of IT infrastructure at SMB customer locations, ensuring service desk SLA compliance • Involved in evaluation of various IT solution ranging from Server, desktops, Laptops, Multi-Function device, Routers, Thin Clients etc. that fit SMB customers’ needs• Worked with CISCO for evaluating and finalizing networking gear for TCS SMB Customers.• Worked with Intel for building multi-function device (Router, Firewall, Server) for TCS SMB Customers.• Responsible for evaluating and implementing Remote Management Tool, Thin Clients Solution and Anti-Virus Solution for SMB Customers• Involved in building IT Infrastructure design and solution (On-Premise, Hybrid) for SMB customer location.• Involved in base lining the configuration of desktops, Laptops, servers, printers, networking gear, network connectivity for TCS SMB Customers.• Involved in building a Tool which creates a complete Bill of Material for IT equipment required for setting up IT Infrastructure at customer location.• Leading a 6-member team responsible for customer premise deployment and management.• Responsible for deployment and management of IT Infrastructure involving LAN, Servers, desktops,• Responsible for remote deployment of TCS SMB Solutions (Wellness, Retail, QSR), Standard Operating Environment, Scripts and OS Hardening Policies on systems located at customer locations.• Responsible for OS and Application Patch management, Anti-Virus Management, Audit and Inventory, SOE Management of assets deployment at customer locations• Involved in creating IT budgets for TCS SMB Data Center. Show less IT Solution Design & Transition ManagerResponsible for IT Infrastructure Solution design for new Project which involved understanding the Project requirement and preparing a cost-effective solution which caters their need.Responsible for IT solution implementation within the required time frame and then handed it over to the BAU Team. Involved in preparing and maintaining Annual IT Costing and Budgeting sheet.System & Backups AdministratorResponsible for administration and maintenance of critical servers, Domain controllers, DNS, DHCP, File Server, Print Server, Anti-Virus servers)Responsible for the Administration, maintenance and management of EMC NAS, StorageTek L40 Tape Library along with Veritas NDMP backup. Implementing and maintaining and troubleshooting of Group Policy.To provide basic daily administration for new user(s) creation, profile management, file/directory rights, and folder structurePerforming scheduling and daily monitoring of Backup Tasks.Provide support for new projects that are going into production. Show less

  • Program Manager

    Sept 2010 - Jun 2019

  • IT Infrastructure Solution Delivery Manager

    Jan 2008 - Aug 2010

  • IT Transitions Lead, Systems & Backup Administrator

    Oct 2004 - Dec 2007
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  ServiceNow

  Jun 2019 - now

  • Responsible for building Product Roadmaps, define milestones & its success criteria’s• Managing technical programs/projects which involve building new & enhancing existing Products/Tools/Automation for managing ServiceNow Cloud• Working closely with internal customers/stakeholders to understand their business problems and convert them into requirements for Engineering/Software Development team • Responsible for Annual/Quarterly business planning (deliverables) setting priorities based on impact and ROI and assist dev managers in capacity planning• Participate in technical discussion with architects & staff dev’s to ensure solution design is align to business requirements• Leveraging Agile based methodologies for software development (Sprint Planning, Daily Stand-up, Reviews, etc.)• Working closely with cross-functional teams like software engineers, quality engineers & engineering teams to ensure high quality & on-time delivery of new product/tools/feature• Responsible to managing product/feature delivery schedules, identifying risk and communicating to internal customers/stakeholders• Responsible for conducting Sprint Review & Quarterly business review with customer/stakeholder Show less

  • Senior Manager of Product Management

    Mar 2024 - now

  • Staff Product Manager

    Feb 2021 - Feb 2024

  • Senior Product Manager

    Mar 2020 - Feb 2021

  • Senior Technical Program Manager

    Jun 2019 - Feb 2020