DHEERAJ D BHABAL
Operation Manager
PROFESSIONAL PROFILE
Strong exposure in ITIL Process design,
implementation, measurement &
improvement in all segments.
Ability to drive and ensure goals of the service
management streams are achieved,
controlled, monitored. Focus on critical
success factors and KPI’s, categorizing and
prioritizing tasks at hand, ensuring end to end
ownership of business-critical activities. Skilled
to identify, monitor, measure and improve
delivery services offered leading to continual
Service Improvements.
CERTIFICATIONS
CORE SKILLS
IT Services Support/Delivery, ITIL Process
design, SLA Compliance, Customer Support,
Strategic planning, Change implementation,
Business Continuity, Continual Service
Improvement, Escalation Management,
Relationship Management, Mentorship &
Leadership
TOOLS
Microsoft Office 365, IT 360 managing tool,
BMC Remedy, G-Call system
PERSONAL DETAILS
DOB: 9th December 1983
Languages: English, Hindi & Marathi
Industry Preference: Data Center, ITeS,
Manufacturing, Logistics
Location Preference: Mumbai, Navi Mumbai
dheerajbhabal@gmail.com
+91 9930019962 / +91 9892189306
KanjurMarg, Mumbai – 400 042
EDUCATION
TYB’Com (2005)
Mumbai University
WORK EXPERIENCE
Quess Corp – Operation Manager
From 29th September 2022 till date
Key Responsibility
• Accountable for end-to-end effectiveness and compliance
• Responsible to control and improve the productivity of teams by achieving
KPI’s and accomplishment of tasks assigned.
• Acknowledge, manage, document and resolve escalations reported by
business and any collaboration issues between suppliers.
• Present Weekly/Monthly reports showcasing KPI’s, Highlights, Lowlights, Issues,
Risks, Challenges, activities planned/completed at forums planned on
operational and strategic levels.
• Act as a business interface for all suppliers under the SIAM Eco-system.
• Implement the defined strategy for deriving maximum value out Service
integration framework
• Drive initiatives to support and contribute to customer satisfaction targets.
• Identify record, mitigate, and report risks, issues, challenges in relevant forums.
• Manage audits by providing process relevant artifacts to auditors and work on
identified gaps
• Accountable for Supplier performance management to ensure continuous
achievements of agreed delivery components.
• Perform process maturity assessments to improve quality and Plan, coordinate,
communicate and lead infrastructure maintenance activities and
implementations during business- critical events
• Responsible for driving service and process improvement tasks forces
• Manage complexity of IT Value chain and Manage supplier collaboration
issues to identify and resolve issues arising out of cross supplier dependency.
• Participate in weekly/monthly operational and strategic forums to represent
service integration as one logical unit.
• Present Service integration framework achievements, risks, areas of
improvement on behalf of client in steering committee and supplier
performance meetings.
• Play the role of a trusted advisor in client engagements
• Participate in Service readiness testing (SRT) for ServiceNow and in-house
developed applications.
• Work in close collaboration with Release, Incident, Problem, Capacity,
Availability management teams.
• Managing multiple projects with a team size of 500+ employees PAN
India
 Trimax IT Infrastructure & Service Ltd. – Data Center Operation Head (IT / NON-IT)
18th March 2018 – 28th September 2022
Key Responsibility
• Perform critical to delivery activities under service operations and transition for various services
• Liaise with project managers when on boarding customers to GCX Cloud to design, develop and implement ITIL aligned framework as
per the global standards.
• Participate in business continuity planning and disaster recovery exercises.
• Collaborate and coordinate with major Incident Management teams during a multi customer outage.
• Consistently manage, achieve and improve Change Management KPI’s and identify opportunities for service improvements.
• Propose, develop and deploy best practices and present benefits
• Design, Implement, Measure and Improve KPI’s based on critical success factors
• Contribute to methodologies and innovative ways of working to deliver value to customers
• Ensure to achieve agreed service availability levels for critical segments of business environment
• Perform supplier / vendor management suppliers in scope
• Understand and influence the customer for adapting optimized solutions
• Accept, Approve / Reject, Validate, Prioritize and categorize releases & Request for Change (RFC) & review compliance with change
policies including emergency, Standard Pre-Approved changes after CAB Review.
• Initiation/participation in Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB)
• Obtaining authorization for submitted change requests from the change Authority
• Controlling and monitoring changes; creating and distributing change management reports
• Collected change assessment results, issues and deviations and post implementation review
• Analyzed change records to determine any trends or apparent problems that occur
• Provide a fully functional change management process resulting in customer satisfaction
• Identify and document changes that by-pass the change management process and address compliance requirement
• Create consolidated change schedule and resolve any scheduling conflicts
• Ensured that changes are communicated in a timely and adequate manner to all key stakeholders
• Identifying, documenting, and prioritizing process improvements
• Ensured adherence and compliance to change management process
• Liaise with customers, platform teams with status of open and closed records
• Publishing weekly/Monthly Reports and Dashboard to senior management

Trimax IT Infrastructure & Service Ltd – Service Delivery Manager

From 17th December 2010 to 17th March 2018
Key Responsibility
• Accountable for end-to-end effectiveness and compliance
• Responsible to control and improve the productivity of teams by achieving KPI’s and accomplishment of tasks assigned.
• Acknowledge, manage, document and resolve escalations reported by business and any collaboration issues between suppliers.
• Present Weekly/Monthly reports showcasing KPI’s, Highlights, Lowlights, Issues, Risks, Challenges, activities planned/completed at
forums planned on operational and strategic levels.
• Act as a business interface for all suppliers under the SIAM Eco-system.
• Implement the defined strategy for deriving maximum value out Service integration framework
• Drive initiatives to support and contribute to customer satisfaction targets.
• Identify record, mitigate, and report risks, issues, challenges in relevant forums.
• Manage audits by providing process relevant artifacts to auditors and work on identified gaps
• Accountable for Supplier performance management to ensure continuous achievements of agreed delivery components.
• Perform process maturity assessments to improve quality and Plan, coordinate, communicate and lead infrastructure maintenance
activities and implementations during business- critical events
• Responsible for driving service and process improvement tasks forces
• Manage complexity of IT Value chain and Manage supplier collaboration issues to identify and resolve issues arising out of cross
supplier dependency.
• Participate in weekly/monthly operational and strategic forums to represent service integration as one logical unit.
• Present Service integration framework achievements, risks, areas of improvement on behalf of client in steering committee and
supplier performance meetings.
• Play the role of a trusted advisor in client engagements
• Participate in Service readiness testing (SRT) for ServiceNow and in-house developed applications.
• Work in close collaboration with Release, Incident, Problem, Capacity, Availability management teams.
• Managing multiple projects with a team size of 500+ employees PAN India

ACE Computers – Service Desk Team Lead

From December 2008 to December 2010
Key Responsibility
• Ensuring client SLA is maintained throughout project cycle
• Introducing remote support for all IT related issues
• Presenting various service reports to the client at defined time
• Tracking daily reports from Service Desk engineers and Field Engineers
• Periodic meeting with zonal heads and resolving their quires
• Providing technical / professional guidance as an when required
• Ensuring buffer-stock for AMC support clients
• Ensuring all SOP and SOW documents are maintained for Audit and knowledge sharing
• Ensuring audit points are maintained or amended as per industry standards
• Assisting client to maintain their asset inventory
• Resource management PAN India
• Ensuring Billing and Payment Collections is done timely
• Assisting client with their various IT projects like implementation of patch management, Campus Wi-Fi, Anti-Virus patch updating,
Domain policy etc.…
Ultima Solution Pvt. Ltd. - Service Desk Engineer
From September 2007 to December 2008
Key Responsibility
• Resolving all IT related queries raised by the end users
• Provide Remote support to understand and resolve end user queries
• Presenting various service reports to stakeholders at defined time
• Presenting daily, weekly, and fortnightly reports to team lead
• Periodic meeting with stakeholders and responding to their quires
• Preparing all SOP and SOW documents are maintained for Audit and knowledge sharing
• Resolving to audit points are maintained
• Assisting client to maintain their asset inventory