Headline

Tech Lead, Delivery | Service and Operations Manager

About

Abhishek Shimpi | Service Operations Expert. I am curious and easily fascinated by passionate or skilled people. I am obsessed with perfection, I am tolerant and feel we all have the same rights to live, no matter what we look like, where we come from and who we love. I love being outside. I love nature and its wonders, I am stubborn and impatient. I can be really annoying. I like to make people laugh, I like chocolate and the smell of fresh bread. My favourite colour is black. I believe in change, and progress and that every little bit makes a difference. I am an optimist and I believe people are good.

Location

Mumbai

Work experience

Technical Lead at Tech Mahindra, Jan 2026 - Present · 6 mos

Service Project Manager at Tech Mahindra, Jan 2026 - Apr 2026 · 4 mos, Managed end-to-end service delivery across 7 technology towers supporting enterprise IT operations. Led cross-functional teams of 35+ resources across Infrastructure, Cloud, Applications, Database and End User Services, network operations, and Information security. Governed SLA, OLA and KPI performance, achieving consistent compliance against contractual targets of 95%. Conducted weekly, fortnightly, and monthly governance reviews, service review meetings, and executive stakeholder presentations. Managed major incidents, escalations and service restoration activities ensuring minimum business impact. Led Root Cause Analysis (RCA) reviews for Major Incidents and recurring service disruptions, driving corrective and preventive actions to improve service stability. Established Change Advisory Board (CAB) governance from the ground up, defining policies, approval workflows, risk assessment criteria, and stakeholder engagement processes to strengthen enterprise Change Management practices. Published operational dashboards covering MTTR, SLA compliance, incident trends, and service availability. Coordinated vendors, ISPs and third-party service providers to ensure uninterrupted service delivery. Drove Continual Service Improvement (CSI) initiatives reducing recurring incidents and improving operational efficiency.

Manager - IT Business Applications at Ashish Life Science, Oct 2023 - Jul 2025 · 1 yr 10 mos, Mumbai

Information Technology Supervisor at Ashish Life Science, Oct 2023 - May 2025 · 1 yr 8 mos, Led IT operations team supporting manufacturing plants, corporate offices, and remote users across multiple business functions. Managed IT infrastructure, applications, network services, cloud platforms, and enterprise systems ensuring high availability. Implemented ITSM processes including Incident, Change, Problem and Asset Management using Broadcom CA and ServiceNow with 98% of SLA. Directed IT project portfolio and PMO governance ensuring successful delivery of strategic business initiatives. Managed vendor relationships, and procurement activities supporting business growth. Reduced service disruption through proactive monitoring, governance controls and process optimisation. Provided executive oversight for audit, compliance, and service assurance activities, ensuring operational controls remained effective across all technology towers. Led integration initiatives between Quantum ERP (PHP & Oracle Database), Tally ERP and Salesforce CRM to streamline order processing, customer management, and financial operations.

ITSM Manager at Microland Limited, Mar 2023 - Oct 2023 · 8 mos, Bengaluru, Karnataka, India

Lead, Service Ops Expert at Microland Limited, Apr 2022 - Oct 2023 · 1 yr 7 mos, Bengaluru, Karnataka, India

Operations Expert at Microland Limited, Apr 2022 - Oct 2023 · 1 yr 7 mos, Implemented ServiceNow ITSM with integrations across critical systems, improving ticket routing precision and limiting manual handoffs between teams. Leveraged ITIL methodologies to incident response, shortening average resolution time and streamlining repeat incident occurrences during service delivery. Managed global IT operations queues across NOC, SOC, Wintel, Messaging and End User Services environments supporting enterprise clients. Led IT operations and technical support team, maintaining 99% system uptime while supporting more than 1000 end-users throughout global locations. Supervised change management approvals and scheduling, minimizing emergency change frequency and aligning release activities with organizational business calendars. Track record of improving SLA/KPI compliance, service stability, and operational efficiency. Strong people management experience leading L0/L1/L2 support and cross-functional teams.

System Administrator at Infinity IT Solutions, Jan 2018 - Apr 2022 · 4 yrs 4 mos, Administered Windows servers and Active Directory, configured DNS, DHCP, Group Policies, and security tools, achieving 99.7% uptime and reducing configuration errors. Conducted performance tuning and applied system upgrades on servers, minimizing downtime by 18% during planned maintenance periods and improving responsiveness. Tracked system logs and alerts, resolved incidents, maintained network reliability, and supported quarterly disaster recovery tests, minimized data loss risk and ensured business continuity. Collaborated with network and security teams, resolving critical incidents annually, guaranteeing compliance with organizational IT policies, and reducing system vulnerabilities.

Senior System Engineer at Infinity Solutions, Sep 2017 - Apr 2022 · 4 yrs 8 mos, nashik

Education

Bachelor of Computer Application, Information Technology, Glocal University

High School Diploma, Information Technology, Mumbai Educational Trust, MET League of Colleges