Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Technical Skills And Certifications
Timeline
Generic

Abhishek Ranjan

Summary

IT Service Operations Manager with over a decade of experience in enterprise-scale service management, vendor coordination, and application support across global operations. Proven expertise in managing E2E third-party vendor relationships, incident and risk management, and service transitions. Strong command of ITIL processes, SLA adherence, and controls with deep familiarity in tools such as AppDynamics and Netcool. Adept at transforming service operations to drive compliance, uptime, and business continuity.

Overview

10
10
years of professional experience

Work History

Team Manager / Operations Manager

Amazon India
08.2021 - Current
  • Led IT service delivery for a business unit of 30-40 staff, ensuring SLA compliance, stability, and continuous improvement.
  • Oversaw incident and escalation handling in coordination with cross-regional technical and command centre teams.
  • Managed E2E vendor interactions and operational governance, ensuring vendor compliance with performance benchmarks.
  • Defined and tracked key risk indicators (KRIs) and control metrics; implemented automation to improve compliance auditing.
  • Directed service transition and onboarding of multiple internal tools and applications with zero disruption.
  • Collaborated with IT, Legal, Finance, and HR functions to manage tool budgets, SLAs, and onboarding policies.

Quality Analyst

Amazon India
12.2018 - 07.2021
  • Owned quality assurance operations across teams; built dashboards and audits for service trend analysis.
  • Conducted root-cause analysis for recurring incidents and drove preventive measures through Lean and Six Sigma techniques.
  • Implemented automated service quality metrics and launched initiatives that led to a 12% CSAT increase.
  • Delivered internal trainings and calibration sessions across support teams, ensuring process compliance and knowledge retention.

Resolution Specialist / Customer Service Associate

Amazon India
08.2015 - 11.2018
  • Supported escalation management and resolved complex customer incidents across platforms (chat, phone, email).
  • Mentored peers in resolving service delivery blockers and trained new hires on internal tools and workflows.
  • Developed process documentation and contributed to knowledge repositories to improve support continuity.

Education

Executive MBA - Operations & Strategy

Symbiosis Institute of Management
Khadki
01.2021

Bachelor of Engineering - Mechanical

Pune University
Pune
05-2015

Skills

  • Unix
  • SQL
  • ITIL v4
  • AppDynamics
  • Netcool
  • ITRS
  • Excel
  • SharePoint
  • Lean Six Sigma
  • Risk & Control Frameworks
  • Monitoring Dashboards
  • Process Automation

Accomplishments

  • Improved operational efficiency by 18% using Lean principles and targeted process automation.
  • Reduced incident escalation volume by 20% through improved frontline knowledge and KEDB usage.
  • Implemented AI-powered bot in UK operations, boosting automation accuracy by 60% and reducing manpower by 12%.
  • Delivered full PIP implementation and turnaround strategy for underperforming CAP unit.

Technical Skills And Certifications

  • Unix
  • SQL
  • ITIL v4
  • AppDynamics
  • Netcool
  • ITRS
  • Excel
  • SharePoint
  • Lean Six Sigma
  • Risk & Control Frameworks
  • Monitoring Dashboards
  • Process Automation

Timeline

Team Manager / Operations Manager

Amazon India
08.2021 - Current

Quality Analyst

Amazon India
12.2018 - 07.2021

Resolution Specialist / Customer Service Associate

Amazon India
08.2015 - 11.2018

Executive MBA - Operations & Strategy

Symbiosis Institute of Management

Bachelor of Engineering - Mechanical

Pune University

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Abhishek Ranjan