Pankaj Abbott

Experience

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  VCustomer

  Jun 2010 - Jan 2012

  Technical Engineer

  • Provide technical support for Cisco’s products to customers and partners via remote support, telephone and e-mail.• Responding to Level I, II and III escalated issues.• Using debugging tools and lab simulations to analyse problems and identify solutions.• Keeping up-to-date with new technology products in order to provide support as soon as they are launched in the market.• Create knowledge base and wiki articles with solutions to new and existing customer raised issues.• Acting as an after-hours escalation contact for support engineers. Show less

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  Computing Intelligence

  Apr 2013 - May 2015

  IT Consultant

  •Establish and foster relationships with multiple stakeholders at all levels within the IT function as well as the rest of the Group and get buy-in to Service Management process•Root cause analysis of process break-downs and gaps •Tracking of Incident in jeopardy of SLA breach and driving capabilities for timely resolution •Co-ordinate incidents requiring multi-vendor engagement Manage and escalate to third party vendors •Focus on continuously improving processes and IT services delivered •Analyze process metrics to identify and recommend improvements, improve productivity and increase client satisfaction•Assist the Service Delivery Manager to resolve client escalations and service improvements •Deliver timely, informative, and accurate communications across IT Operations Group•Conduct root cause analysis workshops with multiple teams and external parties for major problems •Triage and resolve technical application and system issues affecting the production environment•Conduct daily system health checks and respond to application / system alerts and resolve•Coordinate, manage, and perform software/code installation in production and certification environments•Manage ticket requests from Client Services to resolve client reported issues•Provide 24X7 on-call support for production issues•Participate on Severity Incident bridges as required to resolve production impacting issues•Escalation to vendor and 3rd party data center resources as needed•Document install defects, fallback, and perform post-mortem analysis to identify root cause•Conduct detailed analysis on impact of production issues and represent on daily quality meeting•Perform trending analysis of problems and application volumes to implement proactive solutions•Complete change requests and represent changes during Change Management meeting•Develop and document operating procedures for monitoring, software installation, and other processes Show less

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  TPG Telecom

  May 2015 - Jul 2016

  IT Engineer

  •Troubleshoot, diagnose and route problems with outages for applications in production, desktop, server, workstation equipment, peripherals.•Responsible for Level 2/3 Escalations pertaining to Networks, End User Devices and Applications.•Ensuring Patch, IOS management for all servers and network team.•Logging and prioritising all RFC with all required information to an appropriate standard and presenting the daily and weekend FSC's.•Prioritize and schedule tickets and issues. Record, track, and document the help desk request problem-solving process (including all successful and unsuccessful actions taken). Ensure final resolution of the issue.•Conducting Root Cause Analysis for SLA failures and process break downs and ensuring the recommendations are implemented in a timely manner. •Research on (a) the relevance of the software, (b) risk and impact analysis of releasing the software into the enterprise network, (c) value proposition of upgrading to the particular software.•Testing new releases of software/firmware to verify the compatibility with the enterprise network and to see if they resolve the issue in question; coordinating with peer teams and internal users to implement them.•Facilitate and monitor the progress of Systems and Application Hardware, Software and Microcode changes to the enterprise environment, through the ITIL Change Management process.•Responsible for IT Operations and Projects from a Service Management prospective.•Presenting Incident/Problem Management processes to employees and managing employee expectations.•Operational & Post Implementation Support ensuring proper implementation of Process solution and adaptation by end users.•Assist the Service Delivery Manager to resolve issues and needs of the end user.•Co-ordinate between support provider groups for incidents requiring multi-vendor engage. Show less

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  Fourier Technologies

  Jul 2016 - Dec 2018

  • Service Delivery Manager

    Aug 2017 - Dec 2018

  • Service Desk Team Lead

    Jul 2016 - Aug 2017
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  Commonwealth Bank

  Jan 2019 - now

  •Responsible for managing Operations and Service Delivery for Critical Applications (Tier0/1) under the Group Fraud and Scams Technology.•Managing end-to-end application lifecycles, optimizing system performance, and ensuring service reliability through Site Reliability Engineering (SRE) principles.•Lead cross-functional, geographically distributed teams of 10 Platform Engineers and 3 Operations Leads to deliver seamless 24x7 platform support.•Design and implement CI/CD playbooks, establish robust monitoring frameworks, and reporting performance metrics aligned with ISO 27001 standards.•Manage high-pressure incidents, enhance customer confidence, and drive continuous improvement across platforms and processes.•Application Performance and Key Metrics reporting to General Manager based upon ISO 27001 Framework. Show less • Drive and deliver to the group’s core productivity values of Huddles, VMB’s, Continuous Improvement and Standard Operating Procedures in the team.• Drive the operational delivery such that the services are provided in a consistent and reliable manner to the Bank and its customers within agreed service levels.• Assess the efficiency and effectiveness of processes/systems to deliver current and future customer needs.• Accountable for managing current supplier delivery of operational outcomes commensurate with the requirements of the service.• Drive the Tech Team to continuously improve their customer satisfaction scores.• Foster a culture of continuous improvement and “one team” partnership across all stakeholders.• Establish, maintain and improve engagement with stakeholders, both intra and inter team to ensure that the delivery of services is meeting their needs.• Track and manage delivery of operational services to agreed Service Levels.• Work with our technology partners to continuously improve and optimize their operational services.• Provide advice and support to Service Managers and IT Partner Managers to ensure SLAs, SLOs and financial targets and results (Service Delivery Components) are achievable and adequate Show less

  • Operations Delivery Manager

    May 2022 - now

  • Operations Delivery Lead

    Jan 2019 - May 2022