Sanjay Kumar Pandey has nearly 20 years of experience in IT infrastructure support and management. He is currently a Service Delivery Manager at Wipro Technologies in Pune, where he manages delivery of operations for over 8 global clients with a team of 150 members. Previously, he held roles as Program Manager at various companies, where he was responsible for infrastructure support, stakeholder management, and ensuring SLAs. He aims to take on a senior management role at an esteemed IT company.

1. SANJAY KUMAR PANDEY
E-Mail: sanjay.pandey1805@gmail.com Mobile: 91-9582210186
I wish to work as a part of the senior management team of an esteemed IT company wherein
I could ensure the streamlined operations taking into consideration the business objectives of
the organization
Summary
 Diversified experience of close to 20 Years in IT Infrastructure support field in various roles
and capacity. A brief synopsis of the complete experience is given below in reverse
chronological order.
Work Experience Oct-2007 –Tilldate
Wipro Technologies , Pune
Profile- Service Delivery Manager ( March 2016 – Till date )
Key Responsibilities
 Managing the delivery of more than 8 Global clients from Pune delivery centre for their
Infrastructure operations with help of close to 150 team members
 Responsible for internal & external stakeholder management
 Responsible for customer expectation management with the help of regular reviews with
all the stakeholders from various customer organization
 Managing customer escalations as I am the SPOC for all the customer escalations
 Managing agreed SLAs of all the clients with the help of various operational processes like
IM , PM , CM & CSI
 Responsible for achieving Process KPIs and also responsible for Yearly Process reviews
and then updating the same as per the changing business requirements within the ITIL
framework and thus ensuring Process maturity
 Responsible for driving quality initiative by identifying areas of improvement and
implementing SIPs
 Responsible for identifying and managing risks for each of the projects
 Responsible for customer satisfaction in various periodic customer satisfaction surveys
 Responsible for people management with stringent KPIs of employee satisfaction
parameters like attrition control and creating growth opportunities within the Pune delivery
centre by driving tenure management
 Responsible for identifying new business opportunities within the IT portfolio of various
customer organizations so that the revenue baseline can be increased

2. Wipro Infotech, Gurgaon
Projects Undertaken:
Aircel Gurgaon: Profile- Program Manager (June 2013 – till March 2016)
Key Responsibilities:
 Managing the Cisco Call centre infrastructure operations which is distributed in 2 data
centres with geographical redundancy with the help of more than 50 team members
 Responsible for internal & external stakeholder management
 Responsible for customer expectation management with the help of regular reviews with
all the stakeholders from the customer organization
 Managing customer escalations as I was the SPOC for all the customer escalations
 Managing more than 20 SLAs with the help of various operational processes like IM , PM
, CM & CSI
 Responsible for achieving Process KPIs and also responsible for Yearly Process reviews
and then updating the same as per the changing business requirements within the ITIL
framework and thus ensuring Process maturity
 Responsible for driving quality initiative by identifying areas of improvement and
implementing SIPs
 Responsible for managing internal & external quality audits within the framework of ISO
20K
 Responsible for Vendor/OEM performance management with the help of regular reviews
with all the partners as per the OLAs
 Responsible for customer satisfaction in various customer satisfaction surveys
 Responsible for people management with stringent KPIs of employee satisfaction
parameters like attrition control and creating growth opportunities within the account by
driving tenure management
 Responsible for maintaining a healthy GM-Gross Margin of the account by managing cost
of delivery in an effective manner
 Responsible for identifying new business opportunities within the IT portfolio of customer
organization so that the revenue baseline can be increased.
.
.

3. Videocon Telecommunications Private Limited : Profile - Program Manager (Jan 2011-June
2013)
Responsibilities:
 Responsible for managing the Avaya Call centre infrastructure operations with the help
of more than 30 team members
 Responsible for internal & external stakeholder management
 Responsible for customer expectation management with the help of regular reviews with
all the stakeholders from the customer organization
 Managing customer escalations as I was the SPOC for all the customer escalations
 Managing more than 30 SLAs with the help of various operational processes like IM , PM
, CM & CSI
 Responsible for achieving Process KPIs and also responsible for Yearly Process reviews
and then updating the same as per the changing business requirements within the ITIL
framework and thus ensuring Process maturity
 Responsible for driving quality initiative by identifying areas of improvement and
implementing SIPs
 Responsible for managing internal & external quality audits within the framework of ISO
20K
 Responsible for Vendor/OEM performance management with the help of regular reviews
with all the partners as per the OLAs
 Responsible for customer satisfaction in various customer satisfaction surveys
 Responsible for people management with stringent KPIs of employee satisfaction
parameters like attrition control and creating growth opportunities within the account by
driving tenure management ,
 Responsible for maintaining a healthy GM-Gross Margin of the account by managing cost
of delivery in an effective manner
 Responsible for identifying new business opportunities within the IT portfolio of customer
organization so that the revenue baseline can be increased.
 Responsible for conducting various Governance reviews as per the customer engagement
calendar
Uninor : Profile - Transition Manager – Voice (Jan 2010-Dec 2010)
Responsibilities:
 Responsible for Knowledge Transfer –KT in a timely and well documented manner to the
Operations team from Project team.
 Managing the Avaya infrastructure based call centre operations during the stabilization
period thus ensuring smooth transition of operations post Go Live phase of different circles
 Responsible for resourcing of suitable resources who were supposed to manage the
operations post Go Live phase

4.  Responsible for formalizing various contractual agreements with different Vendors/OEMs
so that those OLAs are aligned to the end SLAs with customer
 Responsible for providing a framework for reporting and measuring the SLAs
 Responsible for ensuring that all the security controls were implemented in the CCT
infrastructure as per the Security control defined in the Information security document of
the customer Organization
 Responsible for ensuring regular meetings between on site operations team and the
implementation team so that proper hand holding is there between both the teams
 Responsible for arranging trainings to the operations team during the transition phase
Google India , Hyderabad: Profile - Program Manager (Oct 2007-Oct 2009)
Roles and responsibilities
 Responsible for project management related to installation of Avaya PBX & Call centre
infrastructure across all the offices of Google across Asia Pacific geography
 Management & operational support of these voice infrastructure post installation
 Was leading a team of 14 people across different locations
 Maintaining high level of client relationship and mainly with my counterparts in USA
 Responsible for ensuring regular meetings between central team @Hyderabad & onsite
team @ various other geographies so that the proper hand holding was there between both
the teams
Tacker Technologies Pvt. Ltd , New Delhi : Senior Manager-Services ( Dec-2005-Sep-2007 )
Roles and Responsibilities
 Tacker Technologies Pvt. Ltd. was a platinum channel partner of Avaya Global Connect
Limited and major deals happened through these partners and they recruited me to
strengthen their services and technical portfolio of Avaya based voice infrastructure
equipments. I was leading a team of 20+ professionals in providing installation &
maintenance support for those clients whose sales deal materialized through Tacker
Technologies Pvt. Ltd.
 Responsible for entire project management for the new project starting from project
planning to inventory control to project execution.
 Some of the major projects handled :
 Migration of G3SI to S8700 media server at CSC, Noida.
 Migration from G3si to S8710 media servers at CSC, Hyderabad and
received high degree of appreciation from the customers as well as within the
organization.
 Up gradation of the Communication Manager 2.2 to Communication
Manager 3.1.2 at CSC, Noida which was a fully operational System.
 Installation of:
o Avaya S8500B at CSC, A-91, Noida & S8500C at CSC, cyber
gateway single handedly.

5. o A S8300 Server and G700 media gateways in LSP mode with the
main controller at U.K. for Monsoon Accessorize, India operations,
Gurgaon. Also LAN switches from extreme networks for the same
customer.
Tata Telecom Ltd, New Delhi: Role – Senior Engineer ( Sep 1995-Mar 2004)
One of the leading Telecom Company in JV with Avaya providing Voice, Data, Messaging,
Conferencing, Call center, CTI, CRM solutions
Key Deliverables :
 Customizing & installation of Avaya voice solutions for call centers and office PBXs.
 Involving in pre installation discussions with customers for product solution customization.
 Project planning, installation, programming, commissioning & testing of Avaya
ACD/PABX and its integration with adjuncts like reporting and recording peripherals.
 Imparting post installation user training and presentation to satisfy the customer needs.
 Providing:
 Day to Day support to the customers.
 Regional level technical support for all products.
 Responsible for Add-on sales, payment follow ups, AMC generation & collection.
 Handling faults reports system and escalate problems to installation & maintenance
department.
 Forming part of technical support team to assist sales account heads in designing system
solutions for the corporate customers.
 Conducting training on all products and keep on updating the team on new technical
developments.
 Extending online support to customers through remote maintenance.
Projects Handled:
 Spectramind Delhi: This is a 5000 port S8700 Media Server with 14 EPNs catering to all
the needs of this international call centre. The project involved integration of the switch
with DAVOX dialer and NICErecorders on TSAPI platform. This site also has CMS (SUN
server) as the reporting tool from AVAYA, and CVCT CTI Package for interface with
GEOTEL for pre routing of calls.
 Bharti Telesonic: This is a 400 port Definity G3si Avaya switch which have a DS1 interface
with the TAX exchange of Siemens for the closed number connectivity of 4 switches
located in different cities.

6.  Western Air Command: Successfully installed and commissioned 500 port Avaya’s switch
at Air Head Quarters which is a closed network of 25 locations all over India involving
traditional signaling standards like E&M and 2 mbps channels.
 Idea Cellular: This is a 500-port Definity G3si Avaya switch integrated with GSM switch
of Nokia and caters to the need of the domestic customer care. The project also involved
integration with NICE logger and CMS sun server for reporting.
Certifications
ITIL V3
Avaya Certified Associate (ACA)
PMCP Certification completed
EducationalQualifications
 B. Tech. (Electronics & Telecommunication) from Madan Mohan Malviya Engineering
College, Gorakhpur, 1992
Trainings Attended
 PM Finishing School ( PMFS )
 Project Managers Certification Program ( PMCP )
ManagementSkills
 Project Management
 Leadership
 Excellent Interpersonal communication
 People Management
 Team building
 Presentation skills
Technicalskills
 Cisco Voice
 Avaya Voice
PERSONAL DETAILS:
Father's Name Sh. G.D. Pandey
Date of Birth 03.01.1971
Marital Status Married
Language Proficiency English & Hindi
Address: B-1101, Mont Vert Tropez, Survey No. 239,
Wakad, Pune-411075