MILIND KHUNTE

13 Years of Experience in Service Delivery Management / Production Support for Application and Infrastructure / PMO
Enterprising Leader with skills
m_khunte@hotmail.com
of managing IT Service
Delivery and
Program/Project
Management, processing
services, ongoing delivery &
implementation with focus on
profitability and expertise in
planning strategies and
resource administration
Academic Details
Post Graduate Diploma in
Computer Science from
Bombay University in 1989
Post Graduate Diploma in
Operations Research from
Bombay University in 1989
Bachelor’s Degree in
science from Bombay
University in 1986
Personal Details
Date of Birth: 27th June 1964
Languages Known: English,
Hindi and Marathi
Address: Kothrud, Pune
Total experience of 30 years in IT.
Profile Summary
Extensive experience in managing cross-functional delivery in +91-9960486565
a multi-site global
environment across Healthcare and Telecom sectors of career success in developing
& executing operational strategies
Demonstrated expertise in Program Management and Service Delivery Management
(using ITIL framework) with hands-on experience in Oracle, Oracle DBA, UNIX, and
Shell Scripting, Java centric Technology
Subject Matter Expert (SME) in customizing a plan in preparing & implementing
SOPs for transitioning the process; facilitating smooth transition of processes from
various client locations, successfully transitioned 106 applications L2 support activities
from 8 different vendors in Managed Services Program during Jun’11 – Dec’11
Keen Analyst with success in IT Service Delivery; capability to work as a Key
Facilitator in enabling stakeholders to achieve strategic objectives by designing &
implementing business solutions with management processes
Completed Managed Testing Services Transition and rolled out for Canadian Telco
Certifications
Project Management Professional Certified, PMP
Oracle 9i DBA certified, OCP
Sun Solaris System Admin Certified
IT Skills
Case Tools: Designer 2000 Rel.1.3.2
Databases: Oracle 10g, Access
GUI(S): Developer 2000 Rel. 2.1 (FORMS 5.0, Oracle*REPORT 3.0)
Languages: C, SQL Plus, JavaScript, Shell Script
4 GL: PL/SQL 2.3.4

Career Timeline
Datamatics Ltd., Tech Mahindra Tech Mahindra
Mumbai as Ltd. as Senior Ltd. as Delivery
Project Manager Project Manager Manager

Apr’98- Jan’00 Feb’00 Oct’05 Dec’05 Jul’10 July’10 May’11 Jun’11 Jun’19 Nov’19 – Till date

Aquent LLC (USA) Atos Origin as Consultant

as Oracle Dec’05 – Jul’10
Senior Project Jun’11-Jun’19
Consultant Manager
 WORK HISTORY

Duration Organization Designation

July 2019 – Till Date TOLL Group Consultant
Jan 2015 – Jun 2019 Tech Mahindra Ltd, Pune Delivery Manager
Jun 2011 – Dec 2014 Tech Mahindra Ltd, Pune Sr. Project Manager
July 2010 – May 2011 Atos Origin Sr. Project Manager
December 2005 – July 2010 Tech Mahindra Ltd, Pune Sr. Project Manager
January 2000 – October 2005 Aquent LLC (USA) Consultant
April 1998 – January 2000 Datamatics Ltd. Mumbai Project Manager
July 1995 – April 1998 NOCIL (Polymer Division) Sr. Programmer Analyst
May 1992 – June 1995 National Peroxide Ltd., Systems Officer
Notable Accomplishments Across the Career
Led automation initiative for Production Support Operations (L1 and L2) for US Telco using AI, RPA and ML, resulting in
highest EBIDTA (40%)
Transitioned Managed Services Operations from 3rd party to Tech Mahindra in Sep’16 using Onsite/Offshore Split Team
Model; successfully set up Service Management Function (Incident, Problem & Change Management and Service Desk) and
L2 operations for Telco Customer at offshore by executing transition from 8 different vendors to offshore and onsite
teams.

Key Result Areas:

Demonstrated capabilities in leading team of L1 and L2 support with Service Management function using ITIL framework.
Designed SLA/KPI real time dashboard for Managed Testing project using HPALM tool and in-house API Ensuring that the
client responsibilities are adequately discharged to ensure smooth transition.
Translating the MSA KPIs into operational parameters and set up the overall engagement governance.
Recommending & implementing service improvements using Information Technology Infrastructure Library (ITIL) to
create improved efficiency and effectiveness.
Defining the roles and responsibilities of various participating groups internally within the organization setting up the
governance mechanism
Administering the entire gamut of IT operations & delivery excellence and customer satisfaction
Exploring & developing new streams for revenue growth and maintaining relationships at CXO levels for gaining a deep
insight of their business environment and identifying opportunities

Projects
TOLL Holdings Ltd., Pune (Nov 2019 – Till Date)
Project/Client Name: Global Network Transformation
Duration: 34 months
Role: Consultant / Delivery Manager

Tech Mahindra Pvt. Ltd., Pune (Jun-2014 to June 2019)

Project/Client Name: Delivery Management (AT&T, USA and Rogers Canadian Telco)
Duration: 60 months
Team Size: 150
Role: Delivery Manager
Responsibilities:
Spearheading L1 & L2 Production Support Operations as per ITIL Framework (Incident, Problem,
Change and Release) for supporting 80 mission critical applications and underneath Infrastructure in
areas pertaining of Digital / Online
Managing evaluation & implementation of tools like Service Now, RPA and BMC Remedy to improve
customer experience and productivity
Planning & tracking of service delivery as per SLA / KPI and ensuring high level of customer
satisfaction.
Leading end-to-end 24X7 Help Desk / Service Desk
Guide PM and leads to analyze and investigate ticket volume and identify remediation to improve the
 customer support experience and minimize ticket volume
Emphasize more on Problem Management function to analyze issue and derive permanent fix ASAP to
reduce incident and outages
Review SOP after every release to make sure those are aligned and being followed as per guidelines
Enhancing EBIDTA (P&L) using Onsite & Offshore Operating Model, taking initiative like Automation
and Consolidation of Roles as per ITIL Framework (Incident, Problem, Change and Release)
Planning on Training and Certification for all levels of resources to enhance their skills and improve
deliveries
Organizing knowledge repository for technical & domain related issues & learnings,
Attaining new business in Digital / Online space
Effective communication with stakeholder and client relationship management
Review Risk Management at program level with project managers and team leads

Tech Mahindra Pvt. Ltd., Pune (June 2011 to May 2014)

Project/Client Name: Managed Services for Vodafone (Vodafone (VHA), Australia)
Duration: 35 months
Team Size: 100
Role: Sr. Project Manager / Offshore Lead
Responsibilities:
Established Service Management Framework including Service Desk, Incident Management,
Problem Management and Change Management for 300 applications
Set-up 24*7 Service Desk for VHA end-customer by defining processes, using appropriate tool and
tracking mechanism for SLA
Worked on ITSM Implementation for critical ITIL Processes (Incident, Change and Problem) along with
implementation of BMC Suite for ITIL process to automate report generation.
Managed transition of 300 application from 8 vendors using Onsite & Offshore Team Model and worked
on account level P&L and cost optimization of program by moving operations to offshore.
Built Knowledge Academy for Manage Services Operations, acted as Escalation SPOC for SLA / KPI for
support project of 106 applications and monitored quality processes.

Atos Origin India Pvt. Ltd., Pune (July 2010 to May 2011)
Project/Client Name: Application Development & Support for SaFIR Application (SFR Telecom,
France)
Duration: 8 months
Team Size: 80
Environment: Oracle 10g, Clarify 6.0, Java/J2EE, Web Logic, HPQC, PVCS
Role: Sr. Project Manager
Tech Mahindra Pvt. Ltd., Pune (Dec 2005 to July 2010)
Project/Client Name: Telephonica O2 Out-tasking (Delivery/Application Support - Telephonica O2,
Germany)
Duration: 21 months
Team Size: 50
Environment: Oracle 9i, Sun Solaris, Java/J2EE, Web Logic Server, JBOSS, Tibco, ClearQuest,
ClearCase
Role: Senior Project Manager
Project/Client Name: BTGS Syntegra (Application Development/Production Support - British
Telecom, UK)
Duration: 22 months
Team Size: 30
Environment: Oracle 9i, Web Logic Server 6.1, Java, SunOS 5.8, Bridge
Role: Senior Project Manager
Project/Client Name: Fastlink Prepaid / Postpaid Rating (Fastlink, Jordan)
Duration: 12 months
Team Size: 15
Environment: Oracle 9i, SunOS 5.8, Java, PriceMaker 6.0, JSP, Tomcat 4.1
Role: Project Manager
Aquent LLC (USA) (Feb 2000 to Oct 2005)
Project/Client Name: Data Conversion (Richmond, USA)
Duration: 13 months
Team Size: 70
Environment: Oracle 10g, PL/SQL Web Tool Kit, Sun Solaris, Test Director (Mercury)
Role: Tech Lead

Project/Client Name: Trauma Registration System (Richmond, USA)

Duration: 9 months
Team Size: 4
Environment: Oracle 9i, RAC, Web Tool Kit, Sun Solaris, Test Director (Mercury)
Role: Tech Lead

Project/Client Name: Corporate Store Management System (Richmond, USA)

Duration: 12 months
Team Size: 6
Environment: Oracle 8i, PL/SQL Web Tool Kit, Sun Solaris, Test Director (Mercury)
Role: Senior Developer

Project/Client Name: Web Vision (Richmond, USA)

Duration: 24 months
Team Size: 10
Role: Senior Developer

Project/Client Name: SCORE (ISDN-BRI Automation) (Orlando, USA)

Duration: 10 months
Team Size: 10
Environment: Oracle 8i PL/SQL, HP UNIX Awk and Sed
Role: Analyst/Developer

Datamatics Ltd., Mumbai (Apr 1998 to Jan 2000)

Project/Client Name: E-Manual (Canon UK)
Duration: 7 months
Team Size: 8
Environment: ASP, IIS and MS Access
Role: Project Manager

Project/Client Name: Nuclear Material Accountancy eXpert (United Nations)

Duration: 13 months
Team Size: 8
Role: Tech Lead