Abhishek Patnaik
Business Application Platform & Support Manager
Bangalore,KA
Summary
Seasoned IT leader with over 13 years of experience in IT service delivery, business application support, infrastructure management, and cybersecurity across global enterprises. Proven track record of leading large-scale IT transformations, cloud migrations, data center transitions, and driving operational excellence with minimal disruption.
Currently leading Business Application Platforms & Support at RWS Group, with deep expertise in IT Governance, Risk Management, Cybersecurity, and multi-vendor stakeholder collaboration. Known for aligning IT strategies with business goals, improving service efficiencies, and mitigating risks to ensure business continuity and growth.
Overview
14
14
years of professional experience
2
2
Certifications
Work History
Business Application Platform & Support Manager
RWS Group
02.2025 - 08.2025
- Managed specialist team to provide technical assistance and customer service for the internal and external stakeholders with respect to a SaaS application with a revenue of 300 million USD
- Collaborated with technical teams to identify and resolve customer issues quickly and professionally through records maintained in Jira/ confluence.
- Managed the end-to-end lifecycle of business-critical applications, ensuring smooth deployment, maintenance, and upgrades.
- Collaborated with internal and external stakeholders to meet SLAs and improve user satisfaction.
- Drove process improvements via ServiceNow to optimize application performance.
- Ensured adherence to compliance and cybersecurity standards.
- Created comprehensive support documentation and troubleshooting protocols.
- Managed specialist team to provide technical assistance and customer service.
- Coached employees through day-to-day work and complex problems.
IT Assistant Manager
Veoneer Safety Systems India Pvt Ltd
12.2023 - 02.2025
- Developed IT strategies that improved operational efficiency by 20% and reduced costs.
- Implemented a new software system leading to 30% reduction in system downtime and 25% increase in user satisfaction.
- Strengthened cybersecurity measures, reducing breaches by 40%.
- Led a Data Center Migration supporting 300 users and 20 applications, ensuring seamless transition with proactive risk management.
- Mentored junior IT staff members, empowering them to grow professionally while contributing meaningfully to the team''s success.
- Managed multiple projects simultaneously while ensuring timely completion of each within allocated resources.
- Coordinated with vendors to procure hardware, software, and services at competitive rates.
IT Manager
Aviva Global Services India Pvt Ltd
06.2017 - 11.2023
- Ensured effective IT governance across offshore suppliers like WNS, TCS, Wipro, DXC, and Capgemini.
- Managed vendor and stakeholder relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Collaborated with CISO on enforcing IT security standards across suppliers.
- Coordinated IT operations activities to deliver smooth flow of daily business needs and improve offshore operations .
- Conducted security assessments and validated IT/security reports from suppliers.
- Led multiple IT transformation projects like IP Telephony Migration, Verint Upgrade, Citrix & O365 Upgrade, and Data Center Migration.
Client Technical Support Associate
Dell Technologies
06.2015 - 05.2017
- Delivered technical support to clients using Dell hardware and software.
- Provided insights to Dell R&D for product improvements.
- Utilized Delta ticketing tool for effective issue tracking and resolution.
- Enhanced customer satisfaction by promptly addressing and resolving technical issues to maintain CSAT.
- Streamlined support processes for improved efficiency and faster response times.
- Assisted sales team in product demonstrations, providing expert guidance on features and benefits tailored to client needs.
Senior System Administrator
WNS Global Services (Comnet Solutions)
07.2013 - 05.2015
- Collaborated with cross-functional teams to design and deploy customized IT solutions, meeting specific organizational needs.
- Completed reports detailing network and systems performance and downtime issues.
- Reduced downtime with proactive system monitoring and timely issue resolution.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Supported VPN connectivity, network printers, and scanners for remote users.
- Configured Cisco IP phones, managed Wireshark & Ping Plotter for network analysis.
- Led OS migration from Windows XP to Windows 7 for 1000 users within 1 month.
- Conducted antivirus checks, malware detection, and patch updates for 1000 systems.
Operation Maintenance Engineer
IRE (IndFab)
08.2011 - 12.2012
- Reduced downtime with timely troubleshooting, diagnosis, and repair of operational issues.
- Managed spare parts inventory, ensuring optimal levels were maintained to minimize delays in repairs and replacements.
- Managed telecom projects including PBX installations and telecom infrastructure.
- Provided TDM and IP telephony solutions, replacing outdated telephony systems.
- Ensured proper hardware communication via testing tools like multi-meters.
Education
Bachelor of Technology - Electronics And Communications Engineering
Samanta Chandrasekhar Institute of Technology And Management
Semiliguda 04.2001 -
12th Board - Biochemistry
Basudevaa Setty Science College
Brahmapur 04.2001 -
10th Board - English
ST. Vincent’s Convent School
Brahmapur 04.2001 -
Skills
IT Service Delivery & Operations
Accomplishments
- Spot Award for on time project completion without impact to business at Veoneer Safety Systems
- Spot Award for care and commitment at Aviva Global Services
- PPS Agent of the Segment for Q3, FY17 at Dell Technologies
- Spot Award for best system administrator at WNS Global Services
Certification
ITIL Foundation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Business Application Platform & Support Manager
RWS Group
02.2025 - 08.2025
IT Assistant Manager
Veoneer Safety Systems India Pvt Ltd
12.2023 - 02.2025
Advanced Certificate Program in Cyber Security
03-2023
ITIL Foundation
12-2018
IT Manager
Aviva Global Services India Pvt Ltd
06.2017 - 11.2023
Client Technical Support Associate
Dell Technologies
06.2015 - 05.2017
Senior System Administrator
WNS Global Services (Comnet Solutions)
07.2013 - 05.2015
Operation Maintenance Engineer
IRE (IndFab)
08.2011 - 12.2012
Bachelor of Technology - Electronics And Communications Engineering
Samanta Chandrasekhar Institute of Technology And Management
04.2001 -
12th Board - Biochemistry
Basudevaa Setty Science College
04.2001 -
10th Board - English
ST. Vincent’s Convent School
04.2001 -
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