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Service Manager

Troy, Michigan, United States
February 02, 2018

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Abhijeet Dixit

Email: Contact: +1-248-***-****

TROY - Michigan

Green Card Holder (Permanent Resident USA)


Over 13 years of experience in Infrastructure Management, IT Services Management (ITSM), Methods, Processes, Strategic Technology & Developing Cost Effective Solutions to meet customer / business requirements. Proficient in planning and supervising technology implementations and upgrades. Well-developed communication skills and ability to work well independently and as part of a team; skilled at developing effective client relations, providing superior client service


Bachelor of Engineering (B.E) in Electronics from Pune University - Higher 2nd Class.

Diploma in Electronics and video Engineering from MS-BTE - 1st Class.

Secondary School Certificate from Mumbai University - 1st Class.


Operating System – Win XP, Win 2003, Win 2010, Window Server 2003, Windows Server 2008, 2008 R2, Windows Server 2012, 2012 R2. UNNIX – Solaris 10, 11 Red hat Linux 5.0, 6.0, 7.0 HP UX

VMware, Vsphere, Vsphere esxi

Storage and Backup Systems – NAS - EMC Isilon, VNX, SAN – VMAX, VMAX3, extremeIO, CISCO MDS, VERITAS Net backup, Networker, Avamar

Middleware Tools – Jenkins, Web logic

Job Scheduling – Tidal, Control-M

Network – LAN, WAN

Monitoring Tools – Splunk, Science Logic, OEM, SCOM, Solar wind

ITSM Tools – Service Now, CA Unicenter

Application Monitoring Tools – App Dynamics, Splunk

Vulnerability, Compliance and Threat Management – Qualysguard, Splunk

Patching Tools – SCCM, Satellite Server, Oracle Enterprise Manager OpsCenter


ITIL 2011 Expert (Lifecycle Modules)


1.Robert C. Ernst

Director - Infrastructure Operations – Global Command Center

Ally Detroit Center, 500 Woodward Avenue Detroit MI 48226

O +1-313-***-**** M +1-440-***-****

2.Kalpana Yendluri

Director – Infrastructure Operations – UNIX, Storage and Backup Operations

Ally Detroit Center, 500 Woodward Avenue Detroit MI 48226

M +1-248-***-****

3.Devadas Shenoy

Senior Manager – Technology

Cognizant Technology Solutions US Corp

M +1-248-***-****


Cognizant Technology Solution US Corp 16th March 2015 to Till Date

Manager – Service Delivery

Detroit, Michigan

Single Point of Contact for IT Infrastructure services for an independent market driven financial services company serving auto dealers and their customers and dedicated to making online banking better with great rates and a simpler, smarter experience

It provides a range of financial services including auto financing, corporate financing, insurance, mortgage services, and online banking to the customer

Own and lead the end to end Infrastructure Operations for Global Command Center, Storage, Backup, Windows, Unix Job Scheduling Technologies, Manage Day to Day Activities and ensure customer satisfaction, service quality

Understand the Pulse of the customer and translate it by Service Improvement scope in delivery areas.

Lead regular service review meetings with business unit executives

Develop strategies to improve service delivery and overall efficiency

Control security configuration and Compliance Metrics ensure all critical 5 and 4 action Items are closed as per agreed SLA

Monitor, Mentor Patching Team to achieve the compliance

Work closely with Enterprise Monitoring, tools Team to ensure right parameters configured, reporting genuine Alerts controlling false positive

SOW Compliance to ensure adherence of the Service Support group to the SOW and MSA

Interact with Key Business Leaders and IT Operations Managers to ensure services are being delivered according to expectations, rollout Satisfaction Survey and define Improvement plans based on the survey results

Control delivery costs and improve profitability. Look for new expansion opportunities to improve profit

Suggest Customer on areas for Technology Refreshment and Replenishment by keeping them abreast of new Technology trends

Build; design a framework to depict true value of services.

Conduct team meetings, feedback session to accomplish results in an innovate manner.

Define training plan for team and nominate for certifications to enhance knowledge on latest technology

Cognizant Technology Solutions India Nov 2012 to 15th March 2015

Associate Operations Manager


Client: Victory Capital Management – April 2014 to 15th March 2015

Norges Bank Investment Management – Nov 2012 to March 2014

End to end Service Delivery for BFSI Customer under Total Outsourcing Deal encompassing Data Center Build, Infrastructure setup and business application migration to steady state support. Transition from incumbent vendor for end to end SLAs with "Transform as you Transition" as the key theme

Chairing Monthly Governance Meeting depicting volumetric/ trends/ SLA achievements, Risk tracking, compliance status, CSAT ratings, Service Desk Performance, etc…

Calculating Service Credit / Penalties against SLAs, and Negotiating with Customer.

SPOC for Continual Service Improvement

In charge to gather, discuss and publish Security Metrics as Per SANS Top 20 guidelines/framework

Providing Customer with “Value for Money” indices month on month

(Value for Money-: Sets out a measurement methodology for the purposes of measuring the Supplier’s and the Supplier Group Entities’ overall delivery of value for money in accordance with the Objectives.)

Running Proactive Remedies Process and triggering Risk levels as defined with the Customer Counterpart

( Proactive Remedies:- creates a regime of remedies available to the Customer in the event that certain events occur which indicate that the Supplier may be failing to, or may fail to, meet any of its obligations under the Agreement.

Chairing Internal Management Reviews ( PMR )

Develop and deliver SLR improvement plans

Provide report and monitoring dashboard that is available 24/7 on line and ensure report data is continuously updated.

Received Associate of the quarter Q2 Award in Year 2013

Firstsource Solutions Ltd. Dec 2010 to Oct 2012

Asst. Manager – Technology Service Delivery


Service Delivery Manager Handling two Business partners, one is leading Telecom and ISP provider in Australia and second is Credit Card Company in US. Single Point of contact between Operations and Clients for all Technology updates and BAU Activities

Ensures service level agreements are achieved and client expectations are met or exceeded.

Closely monitor and manage against Service Level targets and Agreements, and contractual performance of external vendors.

Develop and present reporting on Service Levels and status of initiatives to senior management.

Identify improvement areas in incident response and problem management process and implement the improvements as needed

Builds services relationships with clients, providing regular communication and status/performance updates.

Instigating Major Incident Reports (MIR) in order to establish root cause and lessons learnt to improve future service delivery to the Operations and clients.

Identifying service improvement initiatives and Initiating service improvement plans (SIP),

IT Service continuity owner, ensure Continuity plans are available and invoke / revoke during the major incidents.

Developed and maintained IT capacity plan.

Build the appropriate relationships inside and outside of IT to enable smooth service delivery.

CMS Info systems Pvt Ltd Oct’2007 to Dec’2010

Program Manager


Client: HSBC Ltd.

Reporting to IT Vice President, responsibilities included managing PAN India HSBC Branches and main offices with over 60 + locations. Built a strong customer base by providing support for End to End solution on Desktop, Laptop, printers and level 1 support on Server and Network equipment’s Managed & driven a team of engineers towards total customer satisfaction.

Meeting business requirement and implementing support activity without having an Escalation. (SLM).

Accountable for ensuring SLA compliance through continuous monitoring of service levels and proactive correction of processes in case of non-compliance. The KRAs covers managing client communication, risk, issue management, assisting business development (including proposal creation, estimation).

Managing the tech team and ensure availability of resource. (Availability Management)

Performance review meeting with client using MIS. (Service Desk)

Monitoring Engineers productivity and Handling Hierarchical escalation. (Incident Management).

Auditing Assets availability as specified in CMDB.

Engineers Skills enhancement. Timely appraisals and confirmation of the subordinates. Customer Retention.

Received Best Performance Award in Year 2009-10

Microland Ltd. Aug’2006 to Sep’2007

Team Leader – IT Infrastructure

Client: Firstsource.

As a part of Reputed Client, Firstsource Solution Formerly ICICI Once Source, My core responsibilities were handling a Call Center setup of 800 plus users set up as a Shift Manager. Setup consisting of Windows 2003 Server, Windows 2000 Server, Compaq, IBM & Neoware Thin Clients, Dell & HP Compaq Desktop.LAN & Wan connectivity consisting of Cisco Routers, Nokia Firewalls, Nortel, Avaya Telecom Devices.

As a Team Leader leading a L1 and L2 Team of 15 FM Engineers.

Preparing Roaster, Monthly reports, Weekly Reports, Backup Reports, Escalation Matrix,

Implementation Plans, SOPs, Knowledge Error Database.

Meeting SLA and reviewing the same with the client periodically.

Scheduling Activities and Tasks and ensuring the completion of the same.

Following ITSM rules.

Processing Change Management System and Release Management System.

Incident Management, Vendor Management, Asset Management and Problem Management, Crises Management, Version Management.

Participated in ISO 27000 Certification for First source Solution.

Ensuring completion of L1 and L2 calls for Desktops, Telecom, Networks and Servers

Implemented EPO server for antivirus patch deployment on desktops.

Implemented Print & File server.

Nexpro Solutions PVT Ltd May’2005 to Jul’2006

Sr. FMS Engineer

Client: Firstsource

Vendor Management, Asset Management.

Administering Windows 2000 & Windows 2003 Servers.

Installed, configured and maintaining Windows XP & Windows 2000 on 850 Desktops.

Handling Systems & Networking Problems.

Implemented additional site in existing domain with 2 domain controllers for 850 win 2000 computers.

Migrated approximately 800 users accounts with profiles, data etc from one site to another.

Administration and management of user’s database and Ids.

Preparing and maintaining reports for the different processes and resolutions.

To keep track on ongoing virus activities and protection methods.

Responsible for updating of critical patches and fixes provided by Microsoft and Antivirus Companies.

Providing second level support to the users for Microsoft Products & other user-Specific Software.

Maintaining data Backup using NT backup

Business Handled with First source

Onetel Call center.



Marks and Spancer Credit Card

Ambe Consultancy Services Feb’2004 to Apr’2005

System Administrator


Ambe consultancy service is a company which provides a man power recruitment in overseas. Company having four branches in India and one office is at Dubai. Head office is at Bandra. There are around 50 computers connected in LAN with windows 2000 server on server side and windows 2000 professional on client side.

Configuring the server with Active Directory, DNS, WINS, MICROSOFT EXCHANGE SERVER.

Solving the problems of end users, client computers.

Assemble and troubleshooting of computers.

Installing operating systems, antivirus systems on server, client side.

Configuring the OUTLOOK, creating Accounts, rules for users.

Daily backup of tally, user’s data, SQL data base backup.

Crimping, troubleshooting of network cables connectivity and LAN related problems.

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