Mayuresh Shirgaonkar
MUMBAI
Summary
Intelligent Service Delivery Manager with 13 years of experience in BFSI Service Delivery. Strong leader known for driving efficiency and cost savings through continuous process improvements. Polished individual with drive to proactively initiate positive change. Established decision-maker with background in mentoring others to accomplish project milestones. Offering exemplary client relationship building prowess.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Clover Infotech, JIO
2024.02 - Current
- Managing support for Critical Application domains like Core Banking, Payment, UPI under Managed Services
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Supervised operations of 24-hour customer service desk staffed by 48 team members.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Presenting Weekly and Monthly Service review to stakeholders
- Responsible for delivering the application support services according to hosted client SLA’s
- Prepare and communicate status report for upper management
- Perform scope management: set deadlines, identify, obtain and track resources commitments and dependencies, drive issues and actions in order to deliver the task in time.
Senior Manager
Yes Bank, Mumbai
2021.09 - 2024.01
- Developed standardized work processes, tools and methodologies to improve quality and profitability
- Reviewed existing programs to refine, reduce operating time and improve techniques
- Analyzed and developed technical solutions to meet business requirements
- Drove continual improvement in systems operations by building tools and automation
- Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs and enhancements
- Providing leadership & guidance to the team members and motivating them to achieve project goals.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Consolidated vendors and renegotiated contracts to optimize costs.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
Senior Application Consultant
Clover Infotech, Yes Bank
2019.10 - 2021.09
- Providing 2nd level Support for Applications catering to business operations in Corporate Banking like Gold Bullion, Trade On Net, Notiva, Digital Supply Chain, CLOS across 1150+ branches all over India without breaching any SLA's
- Troubleshooting and resolving application issues escalated from end users
- Complete root cause analysis of issues
- Reviewing and escalating bugs and enhancement to respective development team and get it fixed from developer end depends on priority and severity of bug
- Preparation of application release process note for clean rollout
- To make sure tickets raised for incidents and requests are getting closed in HPESM tool without breaching SLA and to follow complete ITIL process for change management
- Attending weekly meetings with Business as well as Vendor regarding open issues also Broadcasting same with Business and senior Management
- Performed unit and comprehensive testing to drive functional and technical deliverables.
- Reviewed existing programs to refine, reduce operating time and improve techniques.
Senior Application support analyst
HTC Global Services, Yes Bank
2017.12 - 2019.09
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions
- Coordinating with vendor resolution
- Liaise with vendor to neutralize the visible system impacts due to the change
- Discussions with vendors to close audit points and Follow up for the same
- Analyze application data to assess performance and uncover problems
- Error Tracking and Follow up with vendor for timely resolution of the errors
- Monitoring HPESM call status reports
- Running SQL queries for reporting and research purposes, data requests
- Deployment for new changes to fix the issue on production
- Support for BAU related work for Corporate banking application
- UAT test case finalization, data preparation & execution / Business Sign-offs
- Preparing SOP's for implementation of change
- Requests.
L2 Application Engineer
Wipro Infotech Pvt Ltd, Yes Bank
2016.01 - 2017.12
- Working as L2 Application Support Engineer handling Applications catering to business operations in Corporate Banking like Flex cube Corporate 11.6 and 3.4
- Provide on call support for FCC EOD issues
- Performing EOD on UAT setup as well as complete testing on UAT
- Coordinating with OFSS to resolve the issue on fast track
- Issue tracking using Jira
- Developed user manuals and documentation
- Applying Production Releases on UAT-Servers
- Served as primary point of contact for support relating to owned solutions and products
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
Application Engineer
Lauren Infotech Pvt Ltd, Yes Bank, mumbai
2015.01 - 2016.01
- Complete testing on UAT
- Understanding of overall business process of Depository System
- Involved in developing test plans and test cases based on FRS
- Designed the Test Strategy and formulated the Test plan having analyzed the business mode and the Software Requirements
- Documented whole testing procedure including Test Scenarios, Test Cases, Results and Test Analysis
- Executed test cases through integration environment
- Applying Production Releases on UAT-Servers.
Application Support Engineer
Impact Infotech Pvt Ltd, Birla Sunlife Life Insurance
2013.08 - 2015.01
- Working as a Application support engineer
- Provide on call, remote or telephonic support for business applications for internal Birla Users
- Responsible for complete testing of the application before release of new versions.
System Executive
Singrodia Goyal & Co, mumbai
2012.11 - 2013.05
- Working as a system Executive and handling day to day system issues including hardware and software.
Education
Bachelor: Computer Application -
Sikkim Manipal University - Mumbai
08.2017
Diploma: Engineering in Computer Technology - undefined
B.L. Patil Polytechnic - Mumbai
03.2011
S.S.C -
Adarsh Vidya Mandir - Mumbai
03.2008
Skills
- Operations Support
- Project creation
- Solutions Development
- Customer Engagement
Skills - Technicalskillset
MS Access, SQL, Oracle Developer, Toad, PL SQL, Windows XP, 7, 8, 8.1, Microsoft office, Notepad++, Microsoft Web Expression, Corporate Banking (Trade Finance)
Certification
- Microsoft Certified Technology Specialist: Windows Server 2008 Active Directory, Configuration
- Professional Software Testing Specialist course from SQUAD Infotech
- ITIL V4 Foundation Certificate in IT Service Management
- Lean Six Sigma Certification
- PMI - Agile Certified Practitioner
Timeline
Service Delivery Manager
Clover Infotech, JIO
2024.02 - Current
Senior Manager
Yes Bank, Mumbai
2021.09 - 2024.01
Senior Application Consultant
Clover Infotech, Yes Bank
2019.10 - 2021.09
Senior Application support analyst
HTC Global Services, Yes Bank
2017.12 - 2019.09
L2 Application Engineer
Wipro Infotech Pvt Ltd, Yes Bank
2016.01 - 2017.12
Application Engineer
Lauren Infotech Pvt Ltd, Yes Bank, mumbai
2015.01 - 2016.01
Application Support Engineer
Impact Infotech Pvt Ltd, Birla Sunlife Life Insurance
2013.08 - 2015.01
System Executive
Singrodia Goyal & Co, mumbai
2012.11 - 2013.05
Bachelor: Computer Application -
Sikkim Manipal University - Mumbai
Diploma: Engineering in Computer Technology - undefined
B.L. Patil Polytechnic - Mumbai
S.S.C -
Adarsh Vidya Mandir - Mumbai
- Microsoft Certified Technology Specialist: Windows Server 2008 Active Directory, Configuration
- Professional Software Testing Specialist course from SQUAD Infotech
- ITIL V4 Foundation Certificate in IT Service Management
- Lean Six Sigma Certification
- PMI - Agile Certified Practitioner
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