1. IT Operations Manager
Amrendra Kumar Sandilya
Mobile. +91-9205194676
Email Id- amar3198@gmail.com
Professional Synopsis
A dynamic, team spirited and performance driven professional, having 8+ years of rich experience in IT
Field. An ITIL 2011 Certified Professional. Currently associated with WIPRO Ltd as an IT Operations
Manager (Managed IT Services), deputed at IndiGo site, Gurgaon responsible for Level-2 Escalations,
SLA and managing the IT Infrastructure, Ability to drive and implement IT Projects to their timely closure.
Objective
Seeking a better & responsible position in an organization that provides me an opportunity to enhance my
personal and professional skills in conjunction with goals and objectives of an organization.
Primary Skills
 IT Operations / IT Service Management.
 Project Management
 Vendor Evaluation
 Strategy & Execution
 Resource & Capacity Management
 Innovative IT Initiatives
 Troubleshooting/Resolution
 Key Account Management
 Client Relations
 Server Management Group
 Network Management Group
 End-user Support
Professional Qualifications
 ITIL 2011 Foundation Certified.
 (MCP) Microsoft Certified Professional.
 (CCNA) Cisco Certified Network Associates.
Trainings Attended
 Leadership Program
 Service Excellence Program.

2.  Business Communication Skills.
 Presentation Skills.
 Customer Centricity.
 ITIL-V3
 Windows Server 2012
 Virtualization (Hyper V and VMware)
Work Experience
 Since 1 August 2015-Till Date, Gurgaon Site Worked- (IndiGo Aviation) as IT Operations manager
 Prior Profile –
 1st
May 2014 – 31st
July 2015, Gurgaon Site Worked- (CAIRN India LTD) as WMG & VIP lead
 10th
May 2008 – 30th
April 2014, Gurgaon Site Worked- (Genpact India Pvt LTD) as Remote
support north lead.
Work Experience
Organization: IndiGo Aviation Ltd Gurgaon
Position Held: Operations Manager
Key Responsibilities
 Deputed as IT Operations Manager and taking care of IT Operations.
 Responsible for Level-2 Escalations pertaining to Server, Network, SharePoint, EUC team
 Managing Team Size of 80+ engineers
 Managing 24*7 Service Desk as a part of Service Desk Management.
 Ensuring that service delivery takes place based on the Service level agreements.
 Keeping track of critical or major incidents and sharing RCA with customers.
 Ensuring Prompt communication to all users in case of any Major failure or breakdown.
 To execute & implement IT Projects at Airports and ensure its timely closure.
 Handling Weekly Ops Review meeting with client.
 To ensure that service norms committed to the customer are met.
 Ensure all the customer complaints/issues are identified, to prepare Action plan for all Complaints
received and drive till closure along with PM.
 Review performance with the customer periodically during on-going phase. Ensuring smooth
operations for all systems across the IT teams.

3.  Conduct weekly review meeting with Vendor on Breakdown Calls, ensuring prompt closure of
pending issues at sites.
 To ensure implementation of processes for all services covered in the SOW, ensure 100% SOW
compliance & timely escalate non-compliance to Program management.
 Ensuring all IT transactions and process must be in line with ISO 20K Standards.
 Conduct weekly review meeting with team and identify gaps to take corrective action.
 Maintain SLA doc for all the activities performed by the team, collect performance data, analyse
and publish.
 To implement the CAPA for improved CSAT score, Implementation of CVI action plan as per
agreed time lines.
 Ensure SIPs aligned to the CVI Plan are executed as per agreed timelines to enhance the C-SAT
for the project.
Client: CAIRN India LTD
Position Held: WMG & VIP Team Lead
Key Responsibilities
 Provide the team with a vision of the project objectives
 Assure that the team addresses all relevant issues within the specifications and various standards
 Preparing the SLA report monthly basis and share with internal team & customer
 Coordinate with internal and external customers/ vendors as necessary
 Daily/Weekly discussion with customer about pending/ escalated calls
 Preparing the RCA and share with customer/ Wipro management
 Preparing Daily, weekly & monthly Team productivity dashboard
 Making Shift & weekend roster plan
 Making training & policy awareness program
 Doing analysis for team improvement & making plan to achieve them
 Ensure discussions and decisions lead towards closure
 Making plan for team members growth path
 Recognizing team member for accomplishments and exceptional performance
 Responsible for providing daily HARDWARE, LAN & SOFTWARE support to variety of desktop
computers & laptops like DELL, Lenovo etc.
 Maintaining VIRUS FREE environment by managing centralized anti-virus server (Macfee) and
updates all clients daily.
 Installing & configuring devices for all Critical Users.
 Handling of Escalated & Critical calls of all the Senior Users.

4. Client: Genpact India Pvt LTD
Position Held: Remote Support North Lead
Key Responsibilities
 Provide the team with a vision of the project objectives
 Assure that the team addresses all relevant issues within the specifications and various standards
 Daily/Weekly discussion with customer about pending/ escalated calls
 Preparing the RCA and share with customer/ Wipro management
 Preparing Daily, weekly & monthly Team productivity dashboard
 Making Shift & weekend roster plan
 Making training & policy awareness program
 Doing analysis for team improvement & making plan to achieve them
 Making plan for team members growth path
 Recognizing team member for accomplishments and exceptional performance
 Responsible for providing daily SOFTWARE support
 Handling Service Request single and multiple.
 Providing access on various Shared Drives, Folders & Printers, Creating users and their mailboxes,
Creation of Roaming profiles,
 Administrative access on workstation, C drive access on workstation and proxy access on job sites
 Providing Support remotely by using SCCM, Web Tools.
 Resolving S/W related issue, VPN Configuration
 Resolving Outlook/ms office/citrix /XP/WIN 7 etc issues
Academic Qualifications
 Bachelor in Information Technology (B.Sc. – IT, SMU)
Personal Details
Date of birth: 08/12/1982
Languages Known: English, Hindi
Address: Flat no 201, IInd floor, WZ79A/12, Gali no 1, Raj Nagar II, Palam, N.D. -77