Results oriented IT Operations professional

Pradeep Nene

+91-983-***-**** / ad7wv7@r.postjobfree.com

Skype: pradeep.nene

linkedin.com/in/pradeep-nene

Profile Summary

Over 20 years of progressive experience in IT Operations, Service Delivery, IT End User Support Management, Incident Management, and IT Assets Lifecycle management across IT, Pharma, Healthcare, & Fashion Retail industries.

Successfully set up IT Operations to provide round the clock business support, identified areas of service improvement & implement SIPs, achieved cost optimization, inspired and led team members.

Good understandings of contractual obligations, experienced in managing IT vendors, maintain & test BCP plans.

Relationship builder & flexible, excellent inter-personal, communication and organizational skills with proven abilities in training and stakeholder management with exposure to working in a matrix organization & with teams spread across geographies.

Certified AWS Solutions Architect Associate, Okta Certified Professional, IT Asset Management, Six Sigma Green Belt and ITIL Intermediate certified.

Professional Experience

Aug 2022 – Till date at Layr Holdings Inc, Pune, India as Director, IT Operations & Compliance

This is a hands on techno-functional role, working with partners within the Organization to enable employees make best use of technology so that they can ensure excellent customer experience.

Enhanced Customer Experience - Worked with the Customer Success team to understand their pain points and implemented tools which helped them with dynamic dashboards sharing with partners and customized branding for documents sent out to customers via the CRM tool.

Resource & Cost Optimization - Transitioned IT operations and support services from outsourced partner to internal team, saving ~$50K annually. Achieved cost optimization by implementing IT hardware procurement policy changes, saving more than 40% in IT hardware expenditure for the company. Streamlined collaboration tools by migrating to Microsoft O365, effectively consolidating platforms and phasing out redundant applications such as Google Workspace, Zoom, and Slack, resulting in improved efficiency and more than 50% in cost savings.

Compliance Management - Successfully achieved the SOC 2 Type 2 compliance certification for Layr. Maintained the SOC2 compliance via Vanta (Compliance as a Service platform) by collaborating with cross-functional teams to get non-compliance remediated within SLA, periodic reviewing & updating policy documents, ensuring security policies are being followed by employees, and keeping the risk register updated with identified risks & mitigation plans.

Continuous Process Improvement - Streamlined the Okta account activation process for better user on-boarding experience with enhanced documentation. Implemented Jira Service Management (Atlassian Assist) with Slack integration for conversational ticketing, simplifying issue logging & end user support with improved response to tickets. Implemented Rippling-Okta integration enabling seamless user on-boarding, applications provisioning & de- provisioning and off-boarding via Rippling.

Rolled out Rippling MDM solution and got all devices enrolled. This enabled remote management of all Laptop & MacBook devices including software deployment, OS updates, etc.

Working with multiple teams within the organization such as Engineering, Customer Success, Sales, Finance, and HR, including interaction with stakeholders at all levels, internal and external.

This is a remote working role on the payroll of Remunance Services Pvt. Ltd., a PEO of Layr Holdings Inc., in India. Sep 2020 – Feb 2022 at HotelKey India Pvt. Ltd., Pune, India as Senior Business Analyst

Started as Business Analyst, working with a client which is an International group of hotels. Responsibilities included understanding client business needs & requirement gathering, analyze functional specifications, API testing using Postman, functional testing for HotelKey PMS Web & mobile applications, identifying bugs & gaps. Successfully setup the pilot property configuration as per the agreed specifications and provided post Go Live support. Created documents on setting up of local interfaces like Door Locks, PBX, etc. in HotelKey PMS for the implementation team.

Transitioned to Client Services Manager role in February 2021, managing the Global Contact Centre for HotelKey’s SaaS applications like PMS, CRS, RMS and POS, supporting more than 2500 properties across the US, Canada

& India.

Supervised a team of 70, comprising of BU Leads, Team Leads, L2 and L1 support agents, providing 24x7 support via Voice & Non-voice processes (E-mail & Chat). This Support team handled about 5000 inbound and outbound calls per week, other than chat & email interactions.

Actively monitored the calls for quality purpose and ensured corrective actions like coaching to L1 agents, updating SOPs, as and when required.

Achieved the SLA targets even while working remote due to Covid-19 restrictions, through continuous monitoring of the call queue, controlling AHT, and the resource allocation.

Responsible for staffing & performance review of the Support team. Setup the quarterly Rewards & Recognition policy for the Support team.

Partnered with Product & Account teams for implementing & supporting application upgrades, new client on- boarding & other initiatives.

Successfully implemented the Zendesk-Slack integration, eliminating the manual posting of ZD tickets on Slack channels for review, thereby saving approximately 3 man hours per day.

Authored report queries in ticketing/reporting tool Zendesk Explore to replicate all reports from the legacy system.

Provided weekly reports to the Management including Support data like Ticket count, SLA, and FCR statistics. Chaired weekly support meetings with Enterprise clients. Produced UML flow diagrams/process maps for the management as required.

Worked with internal teams spread across geographies namely US, Macedonia, Kosovo, Pakistan & India Aug 2016 –Aug 2018 at Evolent Health International Pvt. Ltd., Pune, India as Enterprise Operations Manager

Setup NOC Operations for Evolent Health to provide support for Claims processing teams based in India & the US.

On boarded a 30-member team comprising of multiple functions - Applications Support, IT Infrastructure Monitoring, and Data Operations.

Led IT operations transition from outsourced partner to in-house team - enhancing the support coverage hours by providing 24x7 support and ensuring Incident Management process is adhered to.

Identified daily batch jobs which could be optimized for performance and got them automated. This eliminated human error and saved 8 man-hours per day for the Data Operations team.

Chaired the daily IT Operations stand-up meeting between on-shore & off-shore teams for review & action on critical tickets. This accomplished the focus on tickets requiring immediate action and provided the Management with valuable updates and reports.

Prepared & supervised the monthly shift roster to ensure there was no lapse in shift coverage by recruiting 1 contingency resource as substitute for coverage gaps during unexpected situations.

Ensured compliance by maintaining licensed software in use and implementing IT security policies.

Arranged for regular trainings & interactive sessions for India Data Ops team to understand the changes in Client processes and data processing techniques.

Aug 2015 - Jul 2016 at House of Anita Dongre Ltd., Mumbai, India as IT Operations Manager

Led IT end-user support operations for the leading Fashion House in India with 170+ retail Stores, 3 Regional offices, 2 Ware houses and the Corporate Office covering a user base of about 1000 employees.

Supervised an in-house IT Service Desk team of 7 analysts and 3 regional field support leads, providing daily Workplace support including provision of devices for users, support for streaming Audio/Video devices & tools and any new deployments by Infrastructure team. Managed periodic performance reviews & appraisals for all team members. Attended IT support calls for C-suite and VIP users.

Managing and forecasting for annual IT operations budget.

Implemented Sapphire ticketing tool for efficient logging, management, resolution & reporting of incidents.

Implemented standardization of hardware used across the organization resulting in improved end user support.

Slashed the IT maintenance costs by approximately 26% by consolidating the IT & IT FMS providers to just 2 service providers for pan India locations.

Secured the POS systems data by ensuring that the stores data is backed-up to a central server instead of local back-ups. Maintained compliance by ensuring no unlicensed software is in use and IT security policies are implemented & monitored.

Planned and supervised the setup of IT infrastructure for new retail stores including provisioning & support for Point of Sale (POS) machines, laptops/desktops, CCTV & DVR system and UPS systems. Sep 2011 – July 2015 at GlaxoSmithKline Pharmaceuticals Ltd., Mumbai, India as Assistant IT Manager

Supervised an outsourced technical desk-side support team, providing pan India onsite as well as remote 2nd line End User Support for 1200+ users having computers and 3000+ device-less users, working in coordination with Global teams and outsourced service providers to ensure Incident Management & Problem Management processes are followed. Implemented the managed print services for Worli site, India; consolidating the number of devices with an estimated cost savings of 40%.

Managing local Data Centre at GSK Worli office. Monitoring daily backups, health check on server & network devices. Ensure daily back up tapes are shipped to off-site location.

Stakeholder management within various internal levels of the organization including CXOs, Department Heads & management level users across all functions.

Ensured compliance by maintaining licensed software in use and implementing IT security policies.

Successfully carried out deployment of Windows 7 across South Asia cluster for 2400 devices and achieved set target.

Analysed the BMC Remedy data for SA cluster and presented the same during the monthly South Asia Cluster Service Review meetings; suggesting and implementing SIPs for improving end user satisfaction.

Managed the inventory of IT assets by keeping track of all AMCs & IT hardware lifecycle management.

Negotiated with local 3rd party IT vendors. Raised purchase requisitions for IT equipment through JDE ERP system, liaising with external parties such as HP, Dell, RICOH, OBS, and other local service providers for delivery of equipment and services.

Interfaced with the global teams for successful rollout and implementation of Global Initiatives in South Asia cluster. Previous Experience

Jun 2010 – Aug 2011 at Polaris Software Lab Ltd., Mumbai, India as Team Leader Dec 2007 – Jun 2010 at Unisys India Pvt. Ltd., Mumbai, India as Customer Engineer - 4 Nov 2006 – Dec2007 at Pentech Business Management Pvt. Ltd., Navi Mumbai, India as IT Executive Jun 2000 – Nov 2006 at Celestine Solutions (India), Mumbai, India as Senior Engineer Sep 1999 – Apr 2000 at Zenith Computers Limited, Mumbai, India as Customer Support Engineer Volunteer Experience

Dec 2019 – Present at Robin Hood Army as Volunteer

A volunteer based zero funds organization that works to get surplus food from local restaurants & eateries to the less fortunate sections of society in cities across India and 12 other countries. I am actively involved in the food collection & distribution activities in my neighbourhood and nearby areas. Certifications

AWS Solutions Architect Associate

Okta Certified Professional

Certified Scrum Master

IT Asset Management Foundation

Lean Six Sigma Green Belt

ITIL Intermediate Service Transition

ITIL Intermediate Service Operations

Academic Details

BE Electronics (Honours) from University of Mumbai

Diploma (Industrial Electronics) from B.T.E, Maharashtra State Visa Status

US B1/B2 visa valid until August 2026

Contact this candidate