Jitendra Pathak's Email

Experience of 20 + years on IT Infrastructure Management with understanding of Managing IT Outsourcing & Customer Engagement, Technology Solutions, Program and Project Management, Remote Delivery , Tools & Automation, Service Transitioning , Process improvements & Quality initiatives, P & L for Remote Delivery. PMP & ITIL Certifciation Specialties: Remote Delivery - Automation & Tools , Process & Standardization , Complex Program Management

Associate Vice President @ Responsible for management lT Global Infrastructure including Global Service Desk & Security Operations comprising of highly complex technology across Servers, Databases ,Storage , Backup & Restoration, Scheduling , Enterprise Management Tools, Security Incident & Event Management including Security Operations and multiple countries interdependent processes including Team development , Budget and Continual improvement initiatives. From July 2014 to Present (1 year 6 months) General Manager - International IT Infrastructure @ Responsible for management lT Global Infrastructure comprising of highly complex technology across Servers, Databases ,Storage , Backup & Restoration, Scheduling , Enterprise Management Tools, and multiple countries interdependent processes including Team development , Budget and Continual improvement initiatives. From January 2012 to July 2014 (2 years 7 months) Head Delivery - Remote Services @ Responsible for all Remote Infrastructure Management Delivery Centers and Location Head for Mysore Delivery Center , Number of Customers – 117 , Responsible for P & L (Ensure Gross Margins and Operating Margins in line with Plan) Lead Team of 1300 + team members with Attrition Target as Agreed Ensure compliance in line with IMS (ISO 20K , ISO 27K , ISO 9K) Act as Locations Head and cater to all functional , operational and other needs Drive & implement Non linear initiatives , Best Practices Develop & improvise Tools framework for Remote Infrastructure Management From April 2010 to January 2012 (1 year 10 months) Mysuru Area, IndiaHead Service Delivery - PMO @ Service Transition of Newly Acquired Customer including Organization Change Management worth Rs. 1400 Mn Implement Business Transformation initiatives for Customers worth Rs. 600 Mn Establish PMO brand & recognition by field & Customers Define & Roll out Governance Framework and Structure for top Customers Implement ISO 20K based process and attain certification for division Drive Cost Take out Initiatives & , Partner Engagement . Achieved – Rs. 50 Mn Automate Governance and MIS function for Manage IT Services Business – Rolled out PM SPACE – (Account Governance Portal) Roll out Best Practices and Learnings at all locations – Rolled in 50+ accounts Responsible for Service Delivery for identified Strategic Accounts of Manage IT Services Business of WIPRO Infotech Interaction with Senior Management from Customer Side and participate in Reviews Participate in Strategic Road map and Steering committee discussion with Customers Roll out and drive Mission Quality initiatives driven by Corporate MQ team – Drive Integrated certification for ISO 20K, 27K and 9K Governance of all Transition Management Projects for New Customers. Completed 47 Projects From August 2006 to March 2010 (3 years 8 months) National Program Manager @ Responsible for Service Delivery with deliverables as Network Management, Server Management, Database Management, Data center Infrastructure Management, Mail Management, Application Support, Citrix Support & Administration, Desktop, Vendor & Service Desk Management, Asset Management, Managed Security Services, POS Monitoring, New Branch Roll Outs Responsible for Revenue worth Rs. 150 Mn Led team of more than 700 Team members which includes 10 Senior Managers with 7 to 10 Years Experience & 30 Tech Leads / Specialists with 5+ years of experience in various domains Responsible for maintaining the desired C-SAT level Single point of contact for all Services for Customer Executive Summary discussions with Senior Management at HDFC Bank Managing Customer visits & Customer References Participate in Technology Roadmap discussions with Customer Drive key Projects – Ex. 200 Branch Roll out in 3 Months , Core Banking Migration Roll out , DC Rvamp From September 2004 to July 2006 (1 year 11 months) Manager - Process & Quality @ Identified Gaps & redefined the IT processes in line with ITIL Framework Led Project team for Automation of the Processes on CA- Unicenter Service Desk. Successfully Mapped and implemented Incident Management, Problem Management, Change Management & Configuration Management process on Service Desk with respect to FM Operations for very large Customer Conducted Compliance & Gap Audits Responsible for Root cause analysis using Minitab and MIS for Top Management Presentation of Executive Summary and Quarterly Reviews Green Belt for Six Sigma project on FM Engineer Productivity Enhancing operational efficiency through Automation & Quality initiatives From September 2002 to August 2004 (2 years) Mumbai Area, IndiaSite Incharge @ Responsible for Regional Service delivery for all Managed Services customer in Gujarat Region Responsible for Payment Collection & payout Management for Channel Partners Handling issues with respect to Services at various accounts. Managed Site Specific Resourcing Customer Review and Action Tracking Team Management Responsible for handling day-to-day Helpdesk Operations for all Gujarat Branches of Large Private Sector Bank. Handled Team of Onsite / Remote Engineers. Maintained Site specific documents in line with ISO requirements, Involved into Vendor Management and reporting to Customer Responsible for MIS reporting From September 2001 to September 2002 (1 year 1 month) Manager & Working Partner @ Led the Sales & Customer Support operations for Computer & Peripherals, Cables & Mobile Phones in Gujarat. Participated in technical & commercial Bids for Government of Gujarat, Defence, GNFC etc. Actively involved in feasibility study & Project plan of Cables Manufacturing. Facilitated the organization in acquiring BIS Certification From January 1997 to December 2000 (4 years) Customer Support Engineer @ Installation, Troubleshooting, Configuration of Intel based Mini & Micro Machines & Printers.Worked on Unix, Windows, DOS and Novel Netware etc Responsible for direct customer support to customer in on Intel, Enterprise products & UNIX / Novel Servers. Responsible for Services revenue collection & Customer Satisfaction From July 1994 to December 1996 (2 years 6 months)

PGDBA, Business Operations @ Sardar Patel University From 1997 to 1999 B.E., Electronics @ Nagpur University From 1990 to 1994 Jitendra Pathak is skilled in: Program Management, ITIL, Service Delivery, PMP, Process Improvement, Quality Management, Outsourcing, IT Service Management, Vendor Management, Team Management, Project Management, Telecommunications, CRM, Managed Services, Management