Anshuman Pandey
Gdansk
Summary
Over 15 plus years of Work experience in the areas of Service Delivery Operations, Project Management, ITIL Service Strategy, Client Delivery Operations, Transition Management, Incident/Change Management and Patch Management. Driven Project Manager with strong leadership and problem-solving skills. Proven track record in successfully delivering complex projects on time and within budget. Skilled in stakeholder management, risk assessment, and resource allocation, ensuring seamless project execution and client satisfaction. Brings creativity and strategic thinking to optimize project outcomes and drive organizational growth.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Project Manager
Wipro Technologies
Gdansk, Poland
08.2023 - Current
- Project- ALDI
- Role- Project Manager
- Ticketing Tools-Service Now
- Monitoring Tool- CheckMk
- Managing and coaches actively a team of 35 employees, with technical and disciplinary responsibility
- Daily BAU Operations- Incidents, Service Requests, Change Requests, Project Requests
- Responsible for adhering to ITIL best practices, standards, and framework for projects
- Managing Team of different Technologies- Linux, Windows, Azure, SAP, SQL DB, Oracle DB
- Responsible for Weekly and Monthly Windows and Linux Patching as Patching Manager
- Responsible for Successfully completion of Project Transition with Smooth movement to BAU
- Responsible for T&M (Time & Material) Billing, Invoicing and Timesheet
- Responsible for FPP (Fixed Pricing Project) Monthly Billing and Invoicing
- Biweekly Service Review Connect with Customer for NON SAP & SAP BAU
- Monthly Service Review with Customer for BAU NON SAP & SAP BAU
- Responsible for Meeting Agreed Response and Resolution SLA’s for Incidents & Service Requests
- Responsible for Ad hoc request from customer for T&M or Small projects
- Biweekly & Monthly Service Review with ALDI stakeholders for Ongoing projects
- MOD (Manager on Duty) for Any MI or P1 for BAU or Projects
- Responsible for Sharing Major incident report for P1
- Responsible for Sharing Detailed RCA for P1 or MI and get signed off by Respective Service owners
- Monthly Connect with All towers Service Owners for open topics and support required
- Overall Governance of ITSM for Smooth Delivery
- Timesheet & Overtime review & Approval for planned activities
- Annual Appraisal Comments & Ratings for all the team members
Project Manager
Wipro Technologies
Denmark (Esbjerg) & Poland (Gdansk)
08.2020 - 08.2023
- Project- E.ON
- Role- Project Manager
- Ticketing Tools-Service Now
- Monitoring Tool- Splunk
- Managing and coaches actively a team of 50 Nearshore (Poland, Czech Republic & Romania) employees, with technical and disciplinary responsibility
- Nearshore Manager, Operation Command Center Tower Lead, FCR Co-Coordinator and Service Requests Escalation point of contact.
- Daily BAU Operations- Incidents, Service Requests, Change Requests, Project Requests
- Solely responsible for creation of Firewall Change request and follow up with relevant stakeholders for implementation
- Innogy Service Now Tool Cutover and Merger in E. ON - Part of Cutover project from BAU to Implement workflow change of all Innogy SR into E. ON ServiceNow with the help of SNOW Automation team
- Responsible to drive continuous service improvements and other Transformation initiatives in accounts through Quality initiatives like Six Sigma, Lean etc
- Partner with InfoSec and Security team to deliver on key information security and IT risk related initiatives
- Assess the current deployment process to identify bottlenecks and implement solutions towards a continuous deployment and continuous integration (CI/CD)
- Weekly Connect with BIT wise stake holders for open issues/Escalation
- SLA Waiver every month internal discussion for any Breached Incidents or SR
- Daily Connect with Technical teams- Linux, Windows, Cloud, Database, SAP, Storage, Network, Firewall.
- Responsible for adhering to ITIL best practices, standards, and framework for projects
- Responsible for adhering to PMO best practices, standards, and framework for projects
- Defines metrics to monitor a team’s progress towards the project goals. Establishing clear, specific key performance indicators (KPIs) to measure a team’s efficiency throughout project
- To collaborate with senior managers or clients to determine a project’s budget, to estimate costs and expenses to ensure the project stays within the budget. While developing a project budget, also to you may consider various factors, such as: Engineer cost, Working hours, Salary, Cost of Software, Applications, Hardware, and miscellaneous cost
- To allocate resources to ensure team members can complete their work effectively. Resources can vary depending on the project you are managing, but they often include equipment, technology, time, people, and relevant information
- Managing risks and challenges to keep the project progressing which includes scope creep, changes to project requirements or technical challenges, such as network outages. Managing risks effectively by identifying potential challenges and creating plan to mitigate them
- To monitors costs and expenses to keep the project within its budget. Tracking costs comparison with actual expenses with the estimated budget that was allocated initially while planning the project. Sometime use Budgeting or project Management software to create budget documents and monitor expenses to determine areas where to adjust spending to ensure the project stays within budget
- Motivates team members to complete their tasks at a high level to meet project goals. Clear communication to team to describe project tasks, make team members understand the importance of their work
- Communicates with interested parties, such as Senior Management or clients. Provide updates about the team’s progress, answer questions and present deliverables, such as prototypes. To allow interested parties to review the team’s work and provide their input
- Evaluate the team’s performance to ensure they are completing quality work. Monitoring KPIs to measure the team’s efficiency throughout the project also perform quality assurance (QA) testing to evaluate the quality of project deliverables. To identify areas where the team can improve by setting up expectations to team members to continue working towards project goals
- Finalizes documentation and presents the finished deliverables to interested parties, such as clients or investors. The interested parties and the IT project manager discuss whether the team has met the project goals and requirements
Team Lead
Wipro Technologies
Denmark (Copenhagen)
11.2017 - 08.2020
- Project- Maersk Oil & Gas/ Total EP
- Role- Team Lead: Work Place & End User computing and Field Services
- Ticketing Tools-Service Now
- Monitoring Tool- Splunk
- Windows 7/10 Imaging, Software Distribution
- Data Center Activities SCCM Reports, Local IT Support
- Service Now Administration
- CMDB Creation for IT Devices
- Importing IT Devices into CMDB
- Queue Management- Assigning & routing tickets to relevant team
- Create Reports in SNOW and share it with relevant Stakeholders
- CI Creation/Modification
- Knowledge Article Creation and Cleanup
- SMTD (System Maintenance Technical Document) update
- Create & Modify SOW (Scope of Work)
- VMR Account Creation
- AD Account Creation & Disable Account
- UMS Account Creation & Disable Account
- Job Function Assignment in UMS
- Restricted Folder Access
- Security Group Addition
- Shared Mailbox Access
- Citrix access
- Pin Safe Access/Reset & Unlock (Citrix)
- Distribution List Access
- SLA Adherence & Customer Satisfaction
- Follow ITIL Process during ticket documentations and on bridge calls
- Worked with Problem, Change and Incident Management team whenever needed.
Team Lead
Wipro Technologies
Pune
03.2015 - 10.2017
- Project- Levis Strass & Co.
- Role- Team Lead: EUC (End user Computing)
- Ticketing Tools- Service Now
- Monitoring Tool- Solarwinds
- Managing team of 20 Engineers in 24 by 7 Support Environment
- Took Transition of Project from CompuCom
- Provide status reporting of team activities against the program plan or schedule
- Serve as focal point to communicate and resolve interface and integration issue with other teams
- Keep the project manager and product committee (Client) informed of task accomplishment, issues and Status
- Escalate the issue that cannot be resolve by the team to next level team
- Provide guidance to the team based on management direction
- Establish meeting times, places and agenda
- Coordinate the review, presentation and release of design layouts, drawings, analysis and other Documents
- Created KB Articles for better Support
- Follow ITIL Process during ticket documentations and on bridge calls
- Worked with Problem, Change and Incident Management team whenever needed
L2 Administrator
Wipro Technologies
Pune
03.2013 - 01.2015
- Project- Hospira
- Role- L2 Administrator: EUC (End User Computing)
- Ticketing Tools- Remedy
- Diagnose and resolve technical issues in a timely manner submitted via the operations helpdesk. Troubleshooting of hardware and software problems.
- Part of Windows 7 Migration/ Deployment Team (Client Location)
- Worked in Asset Procurement team
- Worked as Incident Manager for few months
- Providing Application Support for applications for applications like VPN, Active Directory, Microsoft Office and Blackberry. Responsible for other duties as assigned.
- Monitoring ticket queues and resolving technical operation issues.
- Deployment, configuration, and optimization of Virtual Machines using VMWare.
- Providing network and system support to local and remote users.
- Configuring Local and Network Printers for users.
- Provide training sessions to the team members. Provide floor support.
- Worked in Infra Procurement team simultaneously for Hardware & Software Request
Administrator
Wipro Technologies
Pune
08.2011 - 12.2012
- Project- Fosters
- Role- Administrator: EUC (End User Computing)
- Ticketing Tools- Remedy
- Diagnose and resolve technical issues in a timely manner submitted via the operations helpdesk. Troubleshooting of hardware and software problems.
- Providing Application Support for applications for applications like VPN, Active Directory, Microsoft Office and Blackberry. Responsible for other duties as assigned.
- Monitoring ticket queues and resolving technical operation issues.
- Providing network and system support to local and remote users.
- Configuring Local and Network Printers for users.
- Provide training sessions to the team members. Provide floor support.
Support Engineer
Vcustomer
Pune
07.2010 - 08.2011
- Project- Cisco
- Role- Support Engineer
- Ticketing Tools- CRM
- Providing Technical assistance to end users from North America, who is using CISCO devices.
- Technical assistance involves installation, troubleshooting, fault finding and replacing the device if required.
- Technical assistance over the phone or by using remote connection software
- Selling support offerings for devices which have crossed their warranty period or involve in direct up selling of new/refurbished devices as per the customer’s needs
Education
MBA -
Pune University
01.2008
BSC - undefined
Pune University
01.2006
Skills
- Project management
- Project planning
- Project planning and development
- Project scheduling
- Incident Management
- Change Management
- Program Management
Certification
Certifications- PMP, Prince 2 Foundation, ITIL Foundation, Program Management & ITIL Service Operations
LNGG
English, Hindi & Marathi
Timeline
Project Manager
Wipro Technologies
08.2023 - Current
Project Manager
Wipro Technologies
08.2020 - 08.2023
Team Lead
Wipro Technologies
11.2017 - 08.2020
Team Lead
Wipro Technologies
03.2015 - 10.2017
L2 Administrator
Wipro Technologies
03.2013 - 01.2015
Administrator
Wipro Technologies
08.2011 - 12.2012
Support Engineer
Vcustomer
07.2010 - 08.2011
BSC - undefined
Pune University
MBA -
Pune University