Pankaj Gulati

Driving Operations Resiliency involving Resiliency Backup Compliance, Reboot, Patching, Certificate & Endpoint Management Compliance with manageable risks and resource requirements. Leading Pro-active Data Centre Disaster Recovery Network Isolation testing as part of DCDR Planning, execution to post-test Technical washups, Lessons learnt discussions & other Application/Services related process improvements. Maintaining Infrastructure Compliance wrt. Internal corporate policies and external regulations & Managing engagement activities between Compliance & Audit teams. Provide configuration management auditing, oversight and management of Configuration Management Database for diverse businesses. Identify, drive and manage the remediation of Hardware & OS obsolescence and mitigating approaching obsolescence across estate. Offered input on technical and platform related strategic planning initiatives, Making recommendations that may shape operational strategy. Supervised operations staff and kept employees compliant with company policies and procedures, Provided educational expertise and mentored junior team members. Implemented process improvement to optimize procedures for higher efficiency and help Organization evolve and grow. Investigated system issues and implemented resolutions by Coordinating Installation of system updates to address vulnerabilities and reduce security issues to reduce downtime. Evaluated and adopted new technologies to address changing industry needs and Ensure all processes are institutionalized.

Worked as a team lead in Infrastructure Management Services leading Service delivery, IT operations Management, Liaising & coordination, Team Management and optimized efficiency of current systems by conducting training sessions. Ensuring Delivery as per agreed Service Level Agreement (SLA) and work within set policies and guidelines aligned to ISO 20K/ITIL framework. Handling product issues, pre-installation site planning, Installations / implementations and product upgrades. Weekly Cadence with Customer on Backup metrics (Backup Failures, Successes, Availability, Replication, Escalations, Major Incidents reported, Storage forecasting etc). Daily workflow analysis, Resource Planning, Performance Analysis and process improvements of Backup operations team for one of leading US Healthcare Company. Leading team through technical issues and challenges and collaborating with other teams to fix technical problems. Conducted thorough reviews of operations to devise and deploy improvement strategies like Monitoring activities related to Service Delivery & timely Ticket Resolution & Post-incident analysis to drive Continual Service improvement. End to end implementation including performing Gap analysis, process definition, Training, process compliance, internal audits/assessments based on defined processes.

Defined engineering problems, collected data, established facts and drew conclusions to solve project issues. Delivered public presentations to provide plans and updates on projects. Supported process enhancements and designed Backup architecture.

Smooth Project transitions and ensure timely and successful delivery of solutions according to customer needs and objectives, with Customer coordination involving Vendors and other support teams. IT Process lead and Providing reporting on Backup metrics to customer. Led Continual Service improvement initiatives to advance operational efficiencies and increase revenue. Handled Migration projects of Servers from different backup applications. Responsible for strategic planning related to ongoing enhancement of large backup and recovery environment. Trained new and existing employees on customer service best practices to improve overall customer handling skills. Created comprehensive project documentation and standard operating procedure documentation for operations team for smooth operations and helped on operational issues. Developed and implemented Transition to Support Process across department that improved process efficiency as well as customer satisfaction post Go Lives. Working in ITIL Framework Environment on Incidents, Changes, Service requests and handling high severity requests and escalations.

Established troubleshooting processes to improve system support and enhance communication between support team, end-users and other Stakeholders. McAfee Endpoint Encryption Manager (DES) for Laptop users and Managing user accounts, group policies on Active Directory for TCS users. Performed troubleshooting on Lotus Domino Administrator, Zimbra Administrator, Lotus Notes, Outlook, Zimbra Desktop clients, Network, Network elements & Monitoring.