Hemant Durafe

Experience

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  Alphabetic Computer Pvt. Ltd.

  Jan 2000 - Aug 2003

  Site In-charge

  Worked as a Site In-Charge for ICICI BankHandled a Team for on-site FMS team

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  CMS Computers Limited (INDIA)

  Aug 2003 - Jun 2006

  Project Lead

  Project Lead - Client handled - Centurion Bank Of Punjab, ABN AMRO, SBI Mutual FundResponsible for end to end IT service DeliveryAchieving the C-Sat to the bestEnsuring meeting of agreed SLA as per the contract

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  Wipro

  Dec 2006 - Nov 2012

  SLA Manager

  HDFC BANK - SLA Manager & West Region Operations Manager Responsible for seamless FM operations across West region which consist of 450 branch locations + 20 Back OfficesResponsible for managing, measurement and reporting of contractual KPI & SLAMulti culture team handling exposure Core, Retainer, Trainee & Franchisee Review of SLA performance reports, Data Reporting and Service RCAs / Missed RCAs for SLA Breaches.Target vs Performance analysis, Calculation of applicable Rewards and Penalties, Trend analysis Show less

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  IBM

  Sept 2012 - Sept 2018

  Project Manager

  Handled multiple IT projects across leading industry (Aegon Religare / FIAT /IDEA) Leading Team of 150 FMS & DC Engineers which supports @15000 Users across Pan India.Responsible for IT Service Desk / Incident Management / On Call Support / MDM Services.Service Delivery which includes various technology platform like. Windows / Office 365 / AIX / Storage / Network Security / Oracle / MS SQL / Batch Operations etc.Nationally handling On-call Support for 200 Locations and Onsite support for 10 major HUB Locations.Supporting DC & DR IT infrastructure. Show less

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  Microland Limited

  Sept 2019 - Dec 2020

  Senior Service Delivery Manager

  Leading BNPP Managed IT services from Microland. Remote and Field Operations Pan India VIP Support along with Asset and Vendor Management.

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  HP

  Dec 2021 - Sept 2024

  Account Delivery Manager

  Heading Remote IT Service Operations PAN INDIA for Reliance Retail. Handling 110000 Calls / Ticket form 20K + Locations This is One of the India's largest Remote Service Desk operations with 180+ team members. Remote Operation including Voice, Infra, Application & Critical Incident Management along with Service Request Management and Escalation Desk.

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  IBM

  Jul 2024 - now

  Program Manager

  Embarking on a new career path in IT as a Program Manager for BFSI (Banking, Financial Services, and Insurance) IT infrastructure, overseeing the entire Data Center Infrastructure, which encompasses a diverse array of technologies.