ANKIT PRAKASH
Bangalore,Karnataka
Summary
Experienced project management professional certified in PMP and Agile, with a strong track record in leading cross-functional teams and delivering projects with precision. Skilled in project planning, execution, and stakeholder management, ensuring alignment with PMP principles and Agile methodologies. Proactively manages risks, controls scope, and drives continuous improvement. Recognized for analytical prowess and effective communication, fostering collaboration to achieve organizational goals. Ready to leverage PMP and Agile expertise to enhance project outcomes and support strategic objectives at Company.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Operations Manager, Network Securities
iOPEX Technologies Pvt Ltd
08.2023 - Current
- Led a team of 20 engineers delivering high-quality services in North America
- Implemented and optimized the Cost per Ticket (CPT) model to drive financial efficiencies and cost savings within the business
- Expert in escalation management, ensuring timely issue resolution and client satisfaction
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
- Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
- Spearheaded process improvements to reduce errors and increase overall quality in operations management.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
- Managed complex projects from concept to completion, ensuring on-time delivery within budget constraints.
- Provided leadership for continual management and employee training initiatives.
- Reduced operational risks while organizing data to forecast performance trends.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Operations Manager, Network Securities
Capgemini Engineering
03.2022 - 08.2023
- Managed a team of 14 CISCO certified professionals across APAC and EMEA, ensuring exceptional support for enterprise customers
- Achieved 100% Customer Satisfaction (C-SAT) and maintained SLA compliance for severity cases
- Collaborated with CISCO leadership on capacity and revenue planning initiatives
- Addressed employee queries on HR, Finance, and support functions as a first-level contact
- Spearheaded hiring and development initiatives to foster a high-performing team.
- Developed and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics to senior management.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Increased profit by streamlining operations.
- Implemented quality control systems that boosted overall product consistency and reliability.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Assisted in recruiting, hiring and training of team members.
Operations Manager, Pricing
Amazon Development Centre
12.2020 - 03.2022
- Led a team of 47 resources, focusing on KPIs and KRAs
- Managed end-to-end pricing for retail categories at Amazon in Canada and Mexico
- Oversaw delivery operations, people management, and stakeholder relations
- Conducted capacity planning and revenue forecasting
- Developed business strategy roadmap in collaboration with leadership
- Certified Agile professional, championing Agile methodologies for efficient SLA adherence
- Collaborated with automation team to enhance processes and tools
- Ensured achievement of operational and business goals
- Led data-driven analysis and process improvement initiatives
- Managed stakeholder communications across Canadian and Mexican retail markets
- Elevated standards in employee recruitment and hiring processes
- Fostered team engagement through coaching and development.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Analyzed and reported on key performance metrics to senior management.
Team Leader- Planning and Designing
British Telecom- Openreach
01.2016 - 12.2020
- Led a team of 26 engineers, focusing on their KPIs and KRAs
- Certified Agile professional, implementing Agile techniques to enhance efficiency within SLAs
- Managed workflow analysis and served as the single point of contact (SPOC) for all escalations
- Handled multiple stakeholders to manage expectations throughout operations
- Conducted weekly business reviews with stakeholders to drive actionable outcomes
- Managed team motivation and minimized attrition
- Developed SharePoint for in-house data management
- Contributed significantly to BT Big Bold Plan in the UK
- Owned operations end-to-end, ensuring SLA compliance and team performance
- Conducted root cause analysis and implemented process improvements, achieving significant efficiencies
- Collaborated closely with stakeholders to understand operational needs and drive efficient outcomes
- Worked closely with operations excellence, training, and support functions
- Mentored team members to enhance skills and reduce attrition
- Acted as a SPOC for key suppliers to address operational issues effectively.
Network Engineer
Sopra Steria Ltd
06.2014 - 12.2015
- Managed smooth operations across infrastructure in India and the UK
- Ensured First Time Fix (FTF) within Average Handling Time (AHT) for server and network issues
- Monitored India and UK servers and networks using tools like SolarWinds and Silver Peak
- Generated and tracked high-priority incident tickets to resolution
- Acted as a liaison between users and software providers
- Coached new joiners on handling inbound calls
- Implemented ITIL framework practices
- Collaborated with vendors to resolve network outages and performance issues
Network Engineer
Ericsson Global India Ltd
09.2013 - 06.2014
- Managed network performance and operations for Bharti Airtel across 2 major states in India as part of NOC team
- Utilized BMC Remedy for ticketing and resolution of network outages
- Collaborated closely with BSS, OSS, and NSS teams to optimize network operations
- Coordinated with Zonal Technical Managers (ZTMs) to maintain network uptime and functionality
- Developed expertise in 2G, 3G, and 4G network technologies.
Education
B-tech - Computer Science and Engineering
UPTU
Lucknow01.2013
Skills
- Operations Management
- Effective leader
- Decision-Making
- Customer Service
- Strategic Planning
- Operational Excellence
- Business Planning
- Forecasting
- Employee Coaching
- Stakeholder Management
- Hiring and Onboarding
- Process Improvements
Accomplishments
- Achieved Lean certification post-project completion, significantly reducing task AHT and enhancing cost-effectiveness.
- Designed and implemented SharePoint as a centralized hub for support functions to upload and update operational reports.
- Successfully implemented automation processes through effective collaboration with cross-functional teams.
Languages
Hindi
English
Personal Information
- Father's Name: Mr Aditya Prakash
- Date of Birth: 08/07/90
- Nationality: Indian
Cityofbirth
Lucknow
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Certification
- Certified Scrum Product Owner
- PMP
- ITIL v3
Timeline
Senior Operations Manager, Network Securities
iOPEX Technologies Pvt Ltd
08.2023 - Current
Operations Manager, Network Securities
Capgemini Engineering
03.2022 - 08.2023
Operations Manager, Pricing
Amazon Development Centre
12.2020 - 03.2022
Team Leader- Planning and Designing
British Telecom- Openreach
01.2016 - 12.2020
Network Engineer
Sopra Steria Ltd
06.2014 - 12.2015
Network Engineer
Ericsson Global India Ltd
09.2013 - 06.2014
B-tech - Computer Science and Engineering
UPTU
- Certified Scrum Product Owner
- PMP
- ITIL v3
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