madhvraj sandikar

About

ITSM Governance and Process Leadership professional with 18+ years of enterprise experience building governance frameworks, SOPs, and operational documentation from the ground up — the majority in End User Computing (EUC) management — spanning large-scale team leadership, ITSM governance (Incident, Problem, Change Management), process design, 5+ years of AIOps & intelligent automation delivery, cloud operations (Azure/AKS), and vendor coordination. Across both the AIOps and EUC tenures, identifying recurring issues and designing permanent solutions for them — formal RCA, Known Error documentation, and root-cause elimination rather than repeat workarounds — was a routine, thousands-of-times practice, not an occasional exercise. Background includes Managed Services (MSP) delivery for external enterprise clients. Distinct strength in designing governance methodologies once and productizing them as repeatable playbooks other teams can self-serve against, rather than rebuilding process from scratch per site. Career built on managing people, process, and governance, not just technology. Led 8 Plant Service Delivery Managers and 100+ engineers across 8 manufacturing plants during the EUC tenure. Currently leads a 5-member production support team, managing ~120 incidents/month against a 95% SLA. Delivered a Lean Six Sigma-certified USD 50,000 cost optimization through IT procurement transformation. Recognized with Star, Best Performer, and multiple Client Awards across an 18-year TCS career. Targeting ITSM Governance Manager, Process Excellence Manager, or Service Delivery Manager (process-focused) roles at leading organizations in Pune. Core Management Competencies Governance Methodology Design, Playbook Productization & SOP Ownership ITSM Governance (ITIL v3) — Incident, Problem, Change Management Recurring-Issue Elimination & Permanent Fix Design — RCA, Known Error Governance, Root-Cause Trend Analysis (thousands of instances across AIOps & EUC tenures) Known Error & Workaround Management — Documentation, Maintenance & Audit-Ready Records Problem Review Facilitation — Backlog Ageing, Risk & Dependency Governance Change Advisory Board (CAB) Participation SLA / KPI Governance & Operational Reporting Continual Service Improvement — Reducing Recurring Incident Volume Incident Coordination (P1/P2) — Bridge Calls, RCA, Stakeholder Communication Team Leadership & People Management Service Delivery & IT Operations Management Stakeholder & Client Management Vendor & Procurement Management Lean Six Sigma Process Improvement AIOps & Intelligent Automati

What I'm looking for

I'm looking for a Manager or Senior Manager role in ITSM Governance, Service Delivery, Process Excellence, or IT Operations — focused on process ownership, SLA/KPI governance, incident & problem management, and methodology design rather than hands-on technical delivery. I bring 18+ years leading EUC, ITSM, and production support operations, including a governance methodology adopted across 8 plants and 100+ engineers. Open to remote or Pune-based, day-shift roles, any industry.

Experience

Production Support Lead — AKS & Ignio Platform

Jan 2012 – Present

Core role and career-defining tenure. Led the End User Computing (EUC) sub-tower under a Managed Services (MSP) engagement for a large enterprise manufacturing client — responsible for all EUC operations, people management, ITSM governance, and service delivery across 8 plant locations as Site Lead / EUC Lead. Managed 8 Plant Service Delivery Managers as direct reports, each heading plant-level operations teams — total headcount responsibility of 100+ engineers. Owned recruitment interviews, performance reviews, career development, KT, onboarding, and shift planning. Delivered the landmark USD 50,000 procurement transformation — redesigned IT consumable procurement using data analytics, SAP Kanban integration, and executive budget approval. Earned Lean Six Sigma Green Belt certification. Primary interface for all client stakeholders — Client leadership, Delivery Manager, Project Manager, Architects, Business teams, and Application Owners on a daily basis; VP-level engagement for strategic reviews. Owned Problem Management as a formal, recurring discipline across the 8-plant engagement — identifying recurring issues and designing permanent fixes for them thousands of times across a 1,000+ user base, backed by structured RCA investigations, Known Error database maintenance, workaround documentation, and CAPA tracking to closure — alongside Incident coordination (P1/P2 bridge calls, stakeholder updates), CAB participation, and weekly/monthly service review packs. Oversaw EUC operations including endpoint management, SCCM software deployment, Windows infrastructure, Active Directory, and remote support for a large distributed user base.

IgnioAKSServiceNowAIOpsSCCMActive DirectorySAP

Tata Consultancy Services (TCS)

System Administrator

Jan 2008 – Jan 2012

Delivered infrastructure support under a Managed Services (MSP) engagement for an external enterprise client, administering Windows Server, Active Directory, endpoint operations, and patching. Served as VIP Support Engineer providing dedicated, high-touch incident handling for MD, VP, and HOD-level executives, alongside standard incident triage, service request fulfilment, and ITSM compliance.

Windows ServerActive DirectoryITSM

Wipro Infotech Ltd.

Desktop Engineer

Jan 2007 – Jan 2008

Provided end-user desktop support, hardware/software troubleshooting, and incident resolution within agreed SLA timeframes.

Desktop SupportHardware TroubleshootingIncident Resolution

RT Outsourcing

Computer Trainer

Jan 2004 – Jan 2006

Delivered IT training programmes — built foundational communication, presentation, and people management skills that shaped the management career that followed.

IT TrainingCommunicationPresentation

Unique Computer Institute

Education

Certifications

Skills