1. VISHAL BHAYYALAL BAHEKAR
Contact: +91-9820775055
Email: VISHAL1580@GMAIL.COM
IT INFRASTRUCTURE SERVICE DELIVERY MANAGER/ PROJECT MANAGER
Looking for senior level assignments in functional area to associate myself with an organization that provides a
challenging job & opportunity to prove innovative, leadership & managerial skill
SERVICE DELIVERY ~ IT / DIGITAL TRANSFORMATION ~ PROJECT MANAGEMENT
Industry preference: IT/ Banking
Location Preference: Mumbai
PROFILE SUMMARY
COMPETENCY MATRIX
Managerial Skills
• Service Delivery
• Project Management
• IT Transformation
• IT Transitions
• Industrialized Delivery
• Client Servicing
• Automation
Functional Skills
• Communication
• Interpersonal
• Proactive
• Analytical
• Strong Work Ethics
• Positive Attitude
• Liaison & Coordination
Learning Skills
• Digital Transformation
• Cloud Technologies
• BIG Data
• Internet of Things
AN OVERVIEW
• Dynamic professional offering 13+ years of rich experience in Industrialized
Service Delivery Management, Project Management & IT Transformation
• Expertise in managing service delivery for data centre operations based on
integrated & industrialized multi-client robust delivery framework
• Largely responsible for providing technical delivery (L1, L2 & L3 services)
covering multiple data centre support technologies like Wintel, Unix, Network,
Backup, Storage, etc based on ITIL framework
• Accountable for financial management (productivity savings, revenue growth,
resource utilization), delivery excellence (operational maturity), new
transitions, talent management (pyramid, learning) & service improvements
• Proficient in project management such as planning, execution, tracking,
reporting & controlling to ensure timelines are met for project deliverables
• Proven skills in IT Transformation to assess service delivery accounts to find
out opportunities for transformation which results in improving financial
savings
• Experienced in implementation of automation tool, patching tool and related
processes within delivery to improve operational efficiency
• Solid exposure to process transformation, Lean methodology, resource
management, PMO activities and quality improvements within delivery
• Focused efforts on learning latest trends in IT that includes Digital
Transformation, BIG Data, social networking, mobile technologies, cloud
technologies, Customer & Employee Engagements, Internet of Things
KNOWLEDGE PURVIEW
• Lean Training – Year 2012
• Project Management Professional (PMP No. 1450247) – Year 2011
• Six Sigma Yellow Belt - Year 2010
• ITIL V3 Foundation – Year 2008
• Cisco Certified Network Professional (CCNP) – Year 2004
• Radware Certified Network Engineer
• Cisco Certified Network Associate (CCNA) – Year 2002
SKILL SET
Delivery Skills
Technical Team Size Managed : 70
Technology Landscape in Delivery : Monitoring, Wintel, Network, Unix, DBA, Backup & Storage
Business Unit : Infrastructure Services
Reporting Level (N+1) : Director
Reporting Level (N+2) : Vice President
Tools Operated : Tivoli, CA SDM, ITSM, HPOO, SCOM

2. Functional Skills / Responsibilities Summary:
• Service Delivery:
o Geography SPOC for Nordics support within industrialized delivery; accountable for end to end delivery to
multi-client; single point of contact for account lead & onshore
o Meeting 95% of minimum SLA compliance for all customers along with high quality of delivery
o Identifying opportunities for service improvements, productivity improvements, automation, innovation
within service delivery
o Driving standardization & transformation initiatives within service delivery to achieve higher level of
operational maturity
o Representing delivery performance during monthly management review meetings to senior management
o Accountable for financial management within delivery which includes productivity savings, revenue growth,
resource utilization/billability
• Projects:
o Providing consultancy on tool transformation and leading industrialization project for tools standardization &
automation on onshore engagement (onsite)
o End to end responsibility for planning, implementation, monitoring & controlling, reporting for
implementation of patching & automation tool within delivery (onsite)
o Assessment of service delivery to find opportunities in people, process & tools for improving contribution
margin to the account (transformation, onsite)
• Others:
o Written articles on IT Innovations like 3D printing in Jan 2014 and E-commerce in Jan 2015 in a special
edition of daily new paper (Pratyaksha)
o Writing news article on latest technology for Exponent Group of Journals on IT
o Received Capgemini Learning Facilitator Award in year 2014 for conducting PMP training sessions
o Read books on “Jugaad”, “How to Revolutionize Customer & Employee Engagement with BIG DATA &
GAMIFICATION”
WORK EXPERIENCE
Since Jan’08: Capgemini India, as Project Manager
Key Result Areas:
• Experience in consulting services to conduct service delivery assessment for an financial account consisting of 180
resources & provide industrialization proposals for improving contribution margin (onsite assignment at customer
operations centre in Fortaleza, Brazil)
• Lead tools standardization & automation stream for transformation engagement
• Defined standard process & implemented CA ITCM patching tool for multi-client service delivery account (onsite
assignment)
• Implemented HPOO automation tool for automating run book activities (L1 work), server provisioning & user
provisioning activities for multi-client service delivery account (onsite assignment)
• Managed a service delivery for multi-clients environment in an integrated & industrialized framework (cost saving
model)
• Proven talent management skills for a team consisting 70 resources (pyramid, growth plan, skills development &
appraisals)
• Experience in financial management of account which includes resource billing, productivity savings, revenue growth
(new work) & resource utilization
• Designed transition process for intake of new customers within integrated & industrialized multi-client service
delivery model
• Handled delivery excellence initiative at a BU level for 700 resources which include defining & measuring quality
standards, operational maturity and service improvements across multiple engagements
• Driven multiple service improvements in delivery using standard A3 methodology of Lean
• Implementation of infrastructure management operations centre; an integrated & industrialized multi-client service
delivery model
• Managed a PMO team responsible for monthly reporting, audits, disaster recovery planning, business continuity
planning
Jun’05- Sep’11: Patni Computers, as Sr. Systems Engineer
Highlights:

3. • Subject Matter Expert for networking support in NOC datacentre
• Onboarding of networking support for new customer in NOC
• Team lead for data centre SME team consisting of 10 members across various technologies
• Team lead for customer support offshore team consisting of 7 members on networking domain
• Assignment to study network infrastructure for financial customer & provide recommendation to improve application
performance
• Technical support for Mercury Application Mapping Product
PREVIOUS EXPERIENCE
Nov’02- May’05: CMC Ltd., as IT Engineer
Highlights:
• Network operations support for security trading applications in Indian Financial Network (INFINITY) for banking
client Reserve Bank of India
• Implementation of centralized connectivity & security setup across 11 branch offices of RBI
• Training in Institute of Development & Research in Banking Technology for implementation of security setup in
branch offices
EDUCATION
• B.E (Electronics) from D. J. Sanghvi College of Engineering, Vile Parle, Mumbai
• HSC, Science from Sathaye College, Mumbai
PERSONAL DETAILS
Date of Birth: 15th
May, 1980
Languages Known: English, Hindi and Marathi
Address: 504, Gorai Ekta C.H.S., Plot No. 10, RSC-21, Borivali (W), Mumbai-400091
Please refer to the annexure for the project details

4. ANNEXURE
At Capgemini India Private Limited
Title: Gap Assessment (Onsite assignment at Fortaleza, Brazil)
Time Period: May’15
Type: Consulting Services
Client: Banco Do Nordeste
Duration: 1 Month
Role Transformation Consultant
Environment: IT Infra support financial application services like VISA, etc
Responsibility:
• Complete assessment of delivery structure, operational tools, ITIL processes, process workflows, technical maturity,
operational control to find out opportunities for improvements, standardization & automation
• Professional Assessment to be conducted at customer location along with feedback from customer
• Assessment report to include industrialized proposals for improvement in contribution margin
Title: IMOC Industrialization (Onsite assignment at Sao Paulo, Brazil)
Period: Sep’14- June’15
Type: Project Management / Transformation
Client: CPM Braxis (Capgemini Brazil)
Duration: 9 Months
Role: Tools Standardization & Automation Lead
Responsibilities:
• Assess requirements for tools standardization & propose tools for delivery (CA ITCM for patching, HPOO for
automation, OMM for IPC monitoring)
• Prepare requirements, costing, deliverables & planning for implementation of tools
• Align with process standardization & automation for changes in ITSM tool
• Track project activities, prepare weekly progress report & present it in steering committee meeting
Title: IMOC
Period: Jan’ 10 – Sep’ 14
Type: Service Delivery
Platform: Monitoring, Wintel, Unix, Database, Network & Security
Team Size: 70
Client: Multi-Client (Netherland & Nordics)
Role: GEO SPOC (Delivery Manager)
Responsibilities:
• Meeting monthly operational KPI targets on incidents, changes & problem tickets, mainly SLA compliance
• Yearly 8% productivity savings on delivery support
• Driving continuous service improvements in service delivery using Lean A3s methodology
• Proactive Problem Management to reduce overall incidents & improve service quality
• Maintaining high productivity & utilization for the support teams
• Identifying & managing issues and risks within delivery support
• Resource Management – Appraisal, Attrition control, skills development, rewards & recognition, job rotation
• Achieving high level customer satisfaction
Title: Transition & PMO Lead
Time Period: Jan’11 – Dec’11
Type: Project Management
Platform: All Infra technologies
Team Size: 5
Client: Multi-client (Netherland)
Role: Team Lead
Responsibilities:
• Define process & procedure for intake of new customer (acceptance criteria) & existing customers on IMOC
framework
• Project Walkthrough Sessions for new customer visits
• Coordinate with infrastructure solutioning team on resource estimation
• Coordinate with technical tower teams on resource planning, knowledge transfer, logins, etc
• Coordinate with onshore on approvals
• Prepare monthly reports on work done for invoicing to customer

5. • Prepare service quality plan, audit documents, BCP documents for project
• Prepare & maintain management review, operational dashboard for delivery performance
Title: Network SME
Time Period: Jan’08 – Dec’09
Type: Technical Support
Platform: Cisco Networking & Security
Team Size: 20
Client: Multi-client (Netherland)
Role: Team Coordinator
Responsibilities:
• Network SME SPOC for educational domain customers
• Operations support as well as project support for customers
• SME for datacentre internet service
• Planning & execution of network changes
• Monthly network capacity reports to customer
At Patni Computer Systems Limited, India
Title: Global Visibility Centre (GVC/NOC)
Time Period: Apr’07 – Jan’08
Type: Production Support
Platform: Cisco Networking / Security
Hardware: Cisco 4507, Cisco VPN Concentrator 3030, Cisco PIX 515 & 501, Cisco L2 switches, Cisco Routers
Client: Patni Datacentre
Role: Team Leader / Subject Matter Expert (Networking)
Responsibilities:
• Network configuration for onboarding of new customers in GVC
• Trouble shoot day to day network issues within datacentre
• Coordinate with other SMEs on data centre activities
• Manage escalations & submit root cause analysis
• Prepare network traffic utilization reports
Title: Remote Managed Support
Time Period: Jan’06- Mar’07
Type: Production Support
Platform: Cisco Networking
Hardware: Cisco 4507 L3 Switches, Cisco L2 switches, Cisco Routers
Client: Harmon Becker (US)
Role: Team Leader
Responsibilities:
• Remote monitoring of the clients network devices including Cisco Switches and Routers
• Providing network solutions for various network related problems & rising TAC cases for escalated issues
• Implementing new configuration changes in scheduled maintenance window
• Meeting SLAs for incidents
• Providing internal and external audit support
Title: Stress Test NAOS Brazil
Time Period: Nov’05- Jan’06
Type: Technical Assignment
Platform: Cisco Networking & Windows OS
Hardware: HP Proliant DL380 G3 and DL580 Servers, Cisco PIX 525, Cisco Switch 2950, Cisco Switch 3750,
MPLS Concentrator
Client: GE Consumer Finance, Brazil
Role: Network SME
Responsibilities:
• Complete study of network, operating system, hardware, application flow, server load balancer setup, firewall to
improve application performance 3000 hits in 24 hours (as-is) to 6000 hits in 24 hours (target)
• Provide recommendation at network & hardware level to improve application performance
• Awarded Letter of Appreciation (LOA) for successfully completing responsibilities within project

6. Title: Mercury Application Mapping
Time Period: May’05- Nov’05
Type: Product Support
Platform: Mercury Application
Client: NIIT
Role: Product Technical SME
Responsibilities:
• Resolve technical queries on product raised by client documentation team
• Provide all information required to client team for preparing technical documentation
• Answer technical queries, provide technical demo for providing understanding to client
• Review & certify technical content prepared by client
• Provide recommendation at network & hardware level to improve application performance
Projects at CMC Limited, India
Title: Indian Financial Network (INFINITY)
Time Period: Mar’02- May’05
Type: Data Centre Support
Platform: Cisco Networking & Security, Radware Load Balancer
Client: Reserve Bank of India
Role: Network SME
Responsibilities:
• Provide crucial networking support to extremely complex network for security trading market (all banks in India
participate in trading market)
• Installation of security solution using Cisco PIX Firewall 520/535 , Network IDS, Host IDS, Fireproof load balancer,
Linkproof, and VPN Monitoring Server (VMS) at 11 branch offices in Mumbai
• Daily Reports of Intrusion Detection System events using IDS Event Viewer (IEV) or VMS
• Troubleshooting firewall problems, TCP port connection problems, access problems for different applications like
NDS, RTGS, income tax, etc
• Internet setup installation, configuration and monitoring to provide secured setup with redundancy, using leased lines
from two ISP’s
• Configuration of leased lines, VOIP, ISDN interfaces on CISCO 7507 series router
• Configuration on HTU2 and HTU E1 modems for 2Mbps leased line network, configuration on ASMi-31 modems for
64kbps leased line network, installation of leased line through Optical Fiber Cabling (OFC) set-up
• Installation and maintenance of Domain Controller, Microsoft Exchange Server 2000
• Migration of server to various DMZs as per bank’s policy to provide increased security and also regulate access using
access policy

7. Title: Mercury Application Mapping
Time Period: May’05- Nov’05
Type: Product Support
Platform: Mercury Application
Client: NIIT
Role: Product Technical SME
Responsibilities:
• Resolve technical queries on product raised by client documentation team
• Provide all information required to client team for preparing technical documentation
• Answer technical queries, provide technical demo for providing understanding to client
• Review & certify technical content prepared by client
• Provide recommendation at network & hardware level to improve application performance
Projects at CMC Limited, India
Title: Indian Financial Network (INFINITY)
Time Period: Mar’02- May’05
Type: Data Centre Support
Platform: Cisco Networking & Security, Radware Load Balancer
Client: Reserve Bank of India
Role: Network SME
Responsibilities:
• Provide crucial networking support to extremely complex network for security trading market (all banks in India
participate in trading market)
• Installation of security solution using Cisco PIX Firewall 520/535 , Network IDS, Host IDS, Fireproof load balancer,
Linkproof, and VPN Monitoring Server (VMS) at 11 branch offices in Mumbai
• Daily Reports of Intrusion Detection System events using IDS Event Viewer (IEV) or VMS
• Troubleshooting firewall problems, TCP port connection problems, access problems for different applications like
NDS, RTGS, income tax, etc
• Internet setup installation, configuration and monitoring to provide secured setup with redundancy, using leased lines
from two ISP’s
• Configuration of leased lines, VOIP, ISDN interfaces on CISCO 7507 series router
• Configuration on HTU2 and HTU E1 modems for 2Mbps leased line network, configuration on ASMi-31 modems for
64kbps leased line network, installation of leased line through Optical Fiber Cabling (OFC) set-up
• Installation and maintenance of Domain Controller, Microsoft Exchange Server 2000
• Migration of server to various DMZs as per bank’s policy to provide increased security and also regulate access using
access policy