Ajay Patel
Team Lead - Operations
Vadodara
Summary
Results-oriented leader with experience in team leadership, support operations, and incident management across diverse sectors. Drives operational improvements and fosters collaboration to enhance team performance. Navigates complex challenges and implements effective solutions aligned with organizational goals.
Overview
1
1
Language
17
17
years of professional experience
Work History
Team Lead - Program Support Operations
Magnit Global
Vadodara
05.2024 - 12.2025
- Led team in managing incidents, ensuring SLA adherence and identifying process improvements.
- Collaborated with cross-functional teams to implement incident response strategies that improved efficiency.
- Streamlined workflows to improve accuracy and reduce resolution time.
- Maintained up-to-date SOPs to support consistent and effective incident handling.
- Acted as the primary escalation point for contingent workforce issues, ensuring timely resolution.
- Generated accurate incident reports and ensured data integrity in the Vendor Management System.
- Ensured compliance with client and internal SLAs, maintaining high service standards.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
Deputy Team Lead & Incident Management (DAL)
PMC Retail
06.2019 - 04.2024
- Oversaw real-time performance of contracted services, expediting incident resolution to enhance service reliability.
- Manage high-severity incidents and escalations to ensure minimal disruptions and seamless service availability.
- Acted as escalation point, communicated service issues to customers, and provided timely updates to manage expectations.
- Deputize for Service Delivery Managers and maintain accurate customer records in ITSM.
- Support Service Delivery through customer meetings, internal reviews, and SOP development.
- Conduct quality reviews, audits, and training for team members, ensuring adherence to best practices.
- Managed ROTA, resolved leave conflicts, and escalated resource issues.
- Investigated customer escalations, logged process change requests, and conducted performance reviews to ensure continuous improvement.
Senior Operations Analyst (Supervisor)
Stemmons Business Services Pvt. Ltd.
04.2015 - 05.2019
- Liaised with President and Directors, providing timely updates on employee, case, tenant, and property statuses to support strategic decision-making.
- Collected, analyzed, and summarized data to develop comprehensive reports that facilitated informed decision-making.
- Identified data patterns and implemented strategies to mitigate negative trends.
- Provided strategic recommendations, documented action plans, and monitored their effectiveness.
- Evaluated and addressed operational challenges using QUEST forms, ENTITIES, STANDARDS, DEPARTMENTS & FACTS REPORTS, and CAST.
- Conducted property analysis, developed inspection systems, and managed administrative tasks.
- Trained new hires on Boxer Applications, creating a structured onboarding process that enhanced new employee integration.
Senior Process Associate
TATA Consultancy Services Ltd. (TCS)
11.2009 - 04.2015
- Led the transition of Retail Measurement Service for the European FMCG Market, focusing on Romania and Switzerland.
- Analyzed client instructions for European FMCG market to ensure alignment with business needs.
- Maintained client instructions across various modules, ensuring consistency and accuracy.
- Assessing new products, descriptions, weights, and their variants.
- Evaluated incidence related to volume, value, and items to identify trends and inform strategic decisions.
- This role required a keen eye for detail and a deep understanding of market dynamics, ensuring accurate and insightful data analysis for our clients.
Process Associate
Aargee Staffing Services Pvt. Ltd.
10.2008 - 11.2009
- Coordinated transition of Retail Measurement Service for European market research, enhancing data accuracy and relevancy.
- Streamlined client instructions for European FMCG market, ensuring clarity and compliance with research requirements.
- Utilized various modules to evaluate new products, descriptions, weights, and variants.
- Evaluated sales volume, value, and item incidence, delivering actionable market insights for strategic decision-making.
Education
Bachelor of Commerce (B.COM) - Accounts & Auditing
MS University of Baroda
Vadodara05-2004
Skills
Corporate support services
ITIL process management
Experience with Splunk analytics
Zendesk support expertise
Workday proficiency
Information management
Quality assurance
Client-centric approach
Effective conflict resolution
Performance assessment
Key performance indicators
Process optimization
Risk assessment
Accomplishments
- General Recognition Clients
- Letters of Appreciation: Commended by clients for outstanding performance.
- Pet on Back and Star Performer awards TCS
- Awarded for quality and on-time delivery.
- Play of the Quarter award Stemmons Business Services Pvt. Ltd.
- Recognized for saving $39,000 annually.
- Extra Mile awards PMC
- Recognized for proactivity and excellent service delivery.
Timeline
Team Lead - Program Support Operations
Magnit Global
05.2024 - 12.2025
Deputy Team Lead & Incident Management (DAL)
PMC Retail
06.2019 - 04.2024
Senior Operations Analyst (Supervisor)
Stemmons Business Services Pvt. Ltd.
04.2015 - 05.2019
Senior Process Associate
TATA Consultancy Services Ltd. (TCS)
11.2009 - 04.2015
Process Associate
Aargee Staffing Services Pvt. Ltd.
10.2008 - 11.2009
Bachelor of Commerce (B.COM) - Accounts & Auditing
MS University of Baroda