Murtuza Lokhandwala — Project Manager

I am an accomplished IT Service Delivery & Infrastructure Leader with 14+ years of experience driving enterprise IT operations, managing critical incidents, and ensuring high availability across complex business environments. My core expertise lies in: ✔ IT Service Delivery & ITIL Framework ✔ Major Incident & Problem Management (RCA, FMEA) ✔ IT Infrastructure & End User Computing (EUC) ✔ Cybersecurity Coordination & IT Governance ✔ SLA/KPI Management & Operational Excellence ✔ Cross-functional Team Leadership Throughout my career, I have: 🔹 Led enterprise IT operations supporting 6000+ users across critical environments 🔹 Acted as Major Incident Manager, driving war rooms and reducing downtime 🔹 Improved service reliability through Problem Management & RCA frameworks 🔹 Strengthened SLA governance with data-driven reporting and trend analysis 🔹 Managed cross-functional teams including Helpdesk, EUC, Infrastructure & Compliance I bring a strong combination of technical expertise, leadership capability, and process-driven execution, enabling organizations to achieve operational stability and business continuity. 💡 Currently exploring leadership roles: IT Manager | AVP IT | Service Delivery Manager | Program Manager 💡 Skills IT Service Delivery | IT Operations | Major Incident Management | Problem Management (RCA) | IT Infrastructure | ITIL | SLA & KPI Management | ServiceNow | ITSM | Cybersecurity |Endpoint Security |EUC Management |Helpdesk Operations | Vendor Management | Stakeholder Management | Team Leadership | FMEA | IT Governance | Audit & Compliance | Active Directory | O365 | Zscaler | Sophos | Asset Management 📩 Open to connecting with professionals and organizations driving IT transformation and operational excellence.

Stackforce AI infers this person is a seasoned IT Service Delivery Leader with expertise in infrastructure management and operational excellence.

Location: Mumbai, Maharashtra, India

Experience: 14 yrs 1 mo

Skills

It Service Delivery
Major Incident Management
It Operations
Cybersecurity
It Infrastructure Operations
Service Desk Management
Help Desk Support
Technical Support

Career Highlights

14+ years in IT Service Delivery and Infrastructure Management
Expert in Major Incident and Problem Management
Proven track record in SLA governance and operational excellence

Work Experience

Team Computers

IT Project Manager - EUC (2 yrs 3 mos)

QuantM Ltd.

System Administrator (5 yrs 2 mos)

Manpower

Desk Support Engineer (2 yrs 2 mos)

Growel Softech Ltd

Consultant-Desktop Lead (6 mos)

Wipro BPS

Technical Consultant (1 yr 5 mos)

Lester Infoservices

L2 Tech Support (1 yr 7 mos)

Magna Infotech

System Engineer (1 yr)

Education

bachelor of Commerece at Mumbai University Mumbai

Murtuza Lokhandwala

Project Manager

Mumbai, Maharashtra, India14 yrs 1 mo experience

Highly Stable

Key Highlights

14+ years in IT Service Delivery and Infrastructure Management
Expert in Major Incident and Problem Management
Proven track record in SLA governance and operational excellence

Stackforce AI infers this person is a seasoned IT Service Delivery Leader with expertise in infrastructure management and operational excellence.

Contact

Skills

Core Skills

It Service DeliveryMajor Incident ManagementIt OperationsCybersecurityIt Infrastructure OperationsService Desk ManagementHelp Desk SupportTechnical Support

Other Skills

Risk ManagementTechnology ManagementIT Security OperationsService Delivery ManagementService ImprovementResolving IssuesIT Service ManagementInfrastructureCyber Risk ManagementInformation SecurityIT ComplianceStakeholder ManagementCustomer EngagementIT ManagementTechnology Leadership

About

Experience

14 yrs 1 mo

Total Experience

2 yrs

Average Tenure

Current Experience

Team computers

IT Project Manager - EUC

Nov 2023 – Feb 2026 · 2 yrs 3 mos · Navi Mumbai · On-site

Led end-to-end IT Service Delivery operations, ensuring SLA compliance and high service availability.
Acted as Major Incident Manager, coordinating war rooms and reducing downtime.
Managed Helpdesk, EUC, Asset & Compliance teams across enterprise environment.
Implemented Problem Management & RCA, reducing recurring incidents.
Conducted FMEA analysis to proactively identify risks in critical IT services.
Improved SLA reporting, backlog management, and incident trend analysis.
Collaborated with Security, Network, and Infrastructure teams to optimize resolution time.
Led team hiring, training, and performance management.
Supported internal and external IT audits.

IT OperationsRisk ManagementTechnology ManagementCyber-securityIT Security OperationsService Delivery Management+27

Quantm ltd.

System Administrator

Aug 2018 – Oct 2023 · 5 yrs 2 mos · Mumbai · On-site

Managed enterprise IT infrastructure & security operations.
Implemented endpoint security and monitoring solutions.
Supported infrastructure upgrades and technology deployments.
Ensured system stability and compliance with security policies.

IT OperationsRisk ManagementRoot Cause AnalysisWritten CommunicationComputer LiteracyEmail Systems+45

Manpower

Desk Support Engineer

May 2016 – Jul 2018 · 2 yrs 2 mos · Mumbai Area, India

 Managed IT operations for a 300-employee site, including network infrastructure, hardware & software.
 Coordinated with other teams to ensure the smooth integration of new technologies, software, and hardware.
 Monitored network performance, identified issues, and implemented solutions to ensure maximum uptime and availability.
 Management and escalation to ISP and other services with adherence to SLA.
 Maintained an inventory of IT assets and ensured their proper allocation and disposal, tracking these activities in
ServiceNow.
 Provide timely and effective technical support to end-users, utilizing ServiceNow to create, manage, and resolve incident
and service request tickets.
 Document support interactions, maintain an organized knowledge base, and train end-users on IT best practices with
detailed entries in ServiceNow.
 Contributed to various IT projects, including new office setup, technology upgrades and e-waste disposal.

Root Cause AnalysisWritten CommunicationComputer LiteracyInformation TechnologyInformation SystemsEnglish+26

Growel softech ltd

Consultant-Desktop Lead

Nov 2015 – May 2016 · 6 mos · Mumbai Metropolitan Region

 Provided technical support to end-users, troubleshooting and resolving hardware, software, and network issues.
 Managed the installation and configuration of software, hardware, and peripherals.
 Conducted regular maintenance and updates of IT infrastructure to ensure optimal performance.
 Implemented and enforced IT policies and procedures to ensure compliance with industry standards.

Root Cause AnalysisInformation TechnologyInformation SystemsWindowsHelp Desk SupportCritical Thinking+19

Wipro bps

Technical Consultant

Dec 2013 – May 2015 · 1 yr 5 mos · Mumbai Area, India

 Installing and Activating Microsoft office 2013 on windows computers, Microsoft surface pro and Android phones
 Installing and Activating Microsoft office 2011 on Mac computers, iPad and iPhone
 Performing quick repair and online repair
 Installing Microsoft office 2013 on remote desktop server using shared computer activation
 Troubleshooting issues related to unlicensed product error.

Root Cause AnalysisWritten CommunicationComputer LiteracyInformation TechnologyBusiness Process Outsourcing (BPO)Global Delivery+24

Lester infoservices

L2 Tech Support

Apr 2012 – Nov 2013 · 1 yr 7 mos · Mumbai

 Worked for all kinds of Desktops & Laptops Application/Software and Hardware System related support.
 Worked on Operating Systems like Windows10, Windows8, Windows7, MACOS, Linux8 & 9, and Windows 2003, 2008, 2012,
2016.
 Worked on Remote Applications like LogMeIn Rescue, Dame Ware, VNC, GoToAssist, Ammy, Zoom, TeamViewer and
Windows NetMeeting.
 Handled US, UK, UAE clients over the Remote, Phone and Chat.

Root Cause AnalysisWritten CommunicationComputer LiteracyInformation TechnologyBusiness Process Outsourcing (BPO)Global Delivery+24

Magna infotech

System Engineer

Nov 2010 – Nov 2011 · 1 yr · Mumbai Area, India

 Providing Technical remote support to client all Siemens users.
 Installation, Configuration & support for SQL Server/Client, Visual Studio, Oracle Server/Client, SAP, AutoCAD, Citrix
XenDesktop, XenApp, Visio, MS-Project, Service Pack & patches, PKI Card, URA, AutoCAD, etc. all standard approved
software’s.
 Worked on Dameware remote tool and Remedy Ticketing tool.
 Following Escalation Matrix.

Root Cause AnalysisWritten CommunicationComputer LiteracyInformation TechnologyBusiness Process Outsourcing (BPO)Global Delivery+21