Ankit Bajaj
Gurugram
Summary
IT Operations and Retail Technology professional experienced in managing day-to-day IT operations and technology readiness across retail environments. Delivered business-critical technology solutions through effective coordination of internal teams, procurement, and external vendors, contributing to successful New Store Openings. Demonstrated expertise in Active Directory, identity and access management, and automation initiatives, focusing on service improvement and operational efficiency.
Overview
10
10
years of professional experience
Work History
IT Operations Associate
Nykaa E-Retail Limited
Gurugram
09.2025 - 09.2026
- Managed IT operations for retail stores in India, ensuring seamless IT readiness before HOTO.
- Lead end-to-end Store IT Operations and New Store Openings (NSO) across ~340
- Manage IT infrastructure deployment including network, hardware, software
- And assess readiness for new and existing stores.
- Conducted ISP feasibility analysis, coordinated with vendors, and deployed solutions to ensure optimal network performance.
- Ensure network stability and uptime across stores through proactive monitoring
- And issue resolution.
- Oversee POS machines and laptop imaging, configuration, and rollout, ensuring
- Standardised setup across all locations.
- Hands-on experience with firewall and network devices, including FortiWiFi 40F
- And Aruba Access Points installation and configuration.
- Managed Identity and Access Management (IAM) with JumpCloud and Okta, securing user provisioning and access control.
- Okta, ensuring secure user provisioning and access control.
- Handle MDM enrollment and device compliance via Intelligent Hub and Google
- Device Policy.
- Strong working knowledge of Active Directory (AD) for user and computer
- Management, onboarding, and access provisioning.
- Collaborate with Office IT teams for seamless onboarding, AD integration, and
- Enterprise IT alignment.
- Provide BAU support for retail stores, including Performed IT asset repairs for retail stores, servicing, and
- Replacements to minimise downtime.
- Conduct regular IT health checks across stores to ensure readiness during
- Critical sales periods.
- Support in-store sales operations by ensuring IT systems are always functional
- And optimised.
- Partner with Procurement teams for vendor evaluation, SLA definition, and
- Performance tracking.
- Designed and implemented an AI-driven chatbot using n8n to handle daily IT
- Support queries, automate ticket guidance, and provide instant troubleshooting
- Assistance to store teams
- Developed and implemented buyback workflow for End-of-Life (EOL) IT assets, optimising asset lifecycle management.
- Optimising asset lifecycle management across stores.
- Optimising asset lifecycle management across stores.
IT Technical Operations Lead
Swarovski
Gurgaon
03.2025 - 09.2025
- Managed daily IT operations across office and retail environments, ensuring seamless technology integration and support.
- Provided consistent technology support, facilitating uninterrupted operations across all environments.
- Handled office IT infrastructure management, including PCs, laptops, mobile
- Devices, telecommunications, networking, and server administration
- Configured and maintained network devices, including Cisco routers, switches
- And access points for stores and office networks
- Administered Active Directory, VPN configuration, and user lifecycle processes
- For new starters and leavers
- Provided end-to-end Retail IT infrastructure support, including POS (Xstore)
- Systems, client laptop imaging, and hardware/ software setup
- Coordinated with IT specialists, senior IT staff, and stakeholders to implement effective IT solutions for new store openings and transitions.
- Solutions and support new store openings or takeovers
- Oversaw local IT projects, developed SOPs & SSAs for new IT processes, and
- Maintained risk management and vulnerability controls
- Managed IT assets, inventory, and vendor relationships to ensure operational
- Efficiency and compliance
- Managed financial aspects of IT services, including budgeting, CapEx planning
- Cost control, and optimization
- Supported on-premises infrastructure management and cloud migration
- Initiatives
- Developed Power BI reports to track retail store expenses and IT device usage
- Maintained LAN/ IP networking, SCCM/ imaging software, and general IT service
- Desk operations
IT Support Analyst L2
Infogain
Noida
08.2023 - 02.2025
- Delivered on-site, remote, and telephone support, resolving issues promptly
- Provided IT support to office users on hardware and software issues
- Installed and configured software and hardware at client sites, including POS
- Managed installation of systems, laptops, printers, and peripherals
- Supported POS system on Xstore, ensuring functionality of register, pin pad, and scan gun
- Set up networking devices such as Cisco routers, switches, and access points, and
- Resolved connectivity issues
- Conducted printer setup for optimal performance
- Maintained technical knowledge of hardware and software product lines and
- Provided client training
- Used ITSM tools including Classic Desk, Freshdesk, Slack, and LANDesk for
- Remote access and issue tracking
- Managed vendor relationships for IT devices and setups
- Educated store managers and Level 1 users on SOPs and common IT
- Troubleshooting practices
- Troubleshooting practices
IT Support Analyst
NTT DATA Information Processing Services Private Limited
Bangalore
08.2022 - 12.2022
- Provided technical support for client Conifer, focusing on system configuration
- Delivered break/fix support for end-user devices and software, maintaining high user satisfaction
- Provided support to end users for technical issues
- Applied Incident, Request, and Problem Management practices in daily operations
- Performed diagnostics, resolved issues, and implemented corrective actions for
- Monitored and minimised service disruption for users, contributing to consistent operational continuity
- Used remote support tools such as TeamViewer, LogMeIn, and Bomgar for
- Conducted troubleshooting for technical issues using remote tools
- Demonstrated working knowledge of MS Office Suite and Skype for Business
- Managed and updated desktop systems and maintained application
- Configurations remotely
- Escalated recurring issues for root cause analysis, facilitating permanent resolution and improving overall service reliability
- And software troubleshooting
- Client: Conifer Health Solutions
Sr. Analyst - Tech Support
Microland
Bengaluru
08.2021 - 08.2022
- Provided technical support for employees across the UK and EMEA regions at
- Knight Frank, ensuring smooth IT operations and user access management.
- Managed user accounts and access through Active Directory, Azure, and Office
- 365 (ECP)
- Handled software installation, licensing, and application support (e.g., Adobe
- Argus Developer, Microsoft Office)
- Troubleshot issues with Outlook, Teams, Skype, network, and printers, resolving technical problems to minimise downtime
- Configured MFA and Citrix access for secure remote connectivity
- Supported email security and services via Mimecast and Outlook
- Administered call groups, printer setups (Equitrac), and Anywhere Portal
- Provided mobile support, including iPhone setup and application installation
- Managed onboarding and offboarding processes for new starters and leavers
- Key Responsibilities
Remote Deployment Engineer
Hewlett Packard Enterprise
Bengaluru
02.2019 - 03.2021
- Managed and supported enterprise storage on HPE 3PAR StoreOnce, StoreVirtual, StoreEasy systems.
- Installed, configured, upgraded hardware and operating systems across 3PAR 7K, 8K, 9K, 20K series.
- Performed StoreOnce hardware upgrades and routine system maintenance to protect uptime.
- Monitored storage performance, capacity, health, and alerts to spot issues early.
- Troubleshot incidents, escalated to engineering, and met SLA and service targets.
- Planned maintenance upgrades and installations to minimise downtime and business impact.
- Completed root-cause analysis for storage incidents and recurring performance issues.
- Coordinated with engineering teams and stakeholders for change delivery and incident response.
- Maintained storage environment processes and documentation for upgrades and maintenance activities.
- Optimised storage operations through proactive monitoring, capacity management, and planned maintenance.
Associate Implementation Engineer
Indus Valley Partners
Noida
03.2017 - 12.2018
- Implemented Security Master & Reference Master solutions for global capital-markets clients, including Caxton, Soroban, Soros, and Viking.
- Managed complex financial data using SQL Server, ensuring accuracy, compliance, and accessibility.
- Collaborated with cross-functional teams to deliver customised solutions and improve client outcomes.
- Utilised C#, .NET, Tableau, and Jira for development, reporting, visualisation, and project tracking.
Education
Bachelor's in Technology - Computer Science Engineering
Guru Gobind Singh Indraprastha University
New Delhi, India05-2017
Skills
- Retail IT Operations
- IT Operations Management
- Retail IT Support
- IT Service Delivery
- Multi-Site IT Support
- Retail POS Infrastructure
- IT Infrastructure Operations
- Access management
- Active Directory Administration
- Microsoft 365 and Azure Support
- Endpoint and MDM Management
- Network coordination
- Store openings IT readiness
- IT Asset Lifecycle Management
- Vendor and SLA Coordination
- IT Procurement Coordination
- Incident management
- Technical Support
- Desktop Support
- End User Computing
- IT Workflow Optimisation
- AI Support Integration
- Business Continuity Support
- Project management
- Stakeholder and Escalation Management
- Performance Reporting
- IT governance development
Accomplishments
Game Changer Award – Recognized by the CTO for driving AI enablement initiatives and delivering exceptional IT support during critical sales and business hours, ensuring high system availability, rapid issue resolution, and uninterrupted business operations.
Timeline
IT Operations Associate
Nykaa E-Retail Limited
09.2025 - 09.2026
IT Technical Operations Lead
Swarovski
03.2025 - 09.2025
IT Support Analyst L2
Infogain
08.2023 - 02.2025
IT Support Analyst
NTT DATA Information Processing Services Private Limited
08.2022 - 12.2022
Sr. Analyst - Tech Support
Microland
08.2021 - 08.2022
Remote Deployment Engineer
Hewlett Packard Enterprise
02.2019 - 03.2021
Associate Implementation Engineer
Indus Valley Partners
03.2017 - 12.2018
Bachelor's in Technology - Computer Science Engineering
Guru Gobind Singh Indraprastha University