DIPTI TIRAKAPADI
Bengaluru
Summary
Dynamic team leader with extensive experience at Infosys and Tech Mahindra, driving application performance improvements and elevating customer satisfaction through innovative problem-solving and ITIL methodologies. Recognized for achieving substantial process automation, demonstrating strong teamwork, communication, and organizational skills. Proven ability to enhance operational excellence and consistently exceed SLA targets while developing reliable and efficient solutions.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Technology Lead
Infosys
Bangalore
12.2016 - Current
- Facilitated seamless communication with users, application owners, and senior stakeholders.
- Ensured stability, quality, and reliability of applications to maintain optimal performance.
- Worked alongside Application Owners to identify recurring issues, diminish repetitive alerts, and implement permanent or automated fixes.
- Managed calls, sought updates on incident resolutions, and conveyed communications.
- Performed root cause analysis of complex technical problems in order to develop solutions that prevent recurrence of similar incidents.
- Guided team members through structured training programs to achieve specified SLAs and SLOs.
- Generated detailed client-requested reports covering alert statistics, incident hygiene, and automation scope.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Worked with cross-functional teams to achieve goals.
Team Lead – Sr. Application Support Analyst
Tech Mahindra Ltd.
Bangalore
06.2010 - 12.2016
- Managed network element deployment, flash cut migration, and decommissioning in production environment.
- Utilized CVS for maintaining source control and overseeing revisions.
- Ensured timely resolution of all critical production problems.
- Documented all maintenance releases for applications.
- Maintained accuracy in complying with all specified standards.
- Handled tasks involving application open ticketing systems for trouble and change management using BMC Remedy.
- Oversaw comprehensive system maintenance for DEV/TRAIN/PROD setups involving crucial server components.
- Monitored application performance throughout maintenance processes.
- Coordinated certificate renewals ensuring server security compliance.
- Enhanced operational processes through the automation of Health Check procedures and query management.
- Developed shell script to automate connection checks for approximately 400 network elements.
- Lead team efforts towards meeting organizational goals.
- Compiled detailed analyses for client deliverables covering metrics such as SLA performance and alert trends.
- Contributed to quarterly major release activities.
Application Support Analyst
Tech Mahindra Ltd.
Pune
08.2010 - 06.2012
- Resolved customer queries via phone, email, chat, or remote desktop tools.
- Escalated technical issues to development or technical operations team following prescribed support guidelines.
- Delivered support aimed at maintaining the designated server pool specified by AT&T management.
- Supported incident management through proactive involvement in MMLs and high-priority outage discussions.
- Executed timely updates for online applications aligned with defined schedules.
- Developed and revised technical documentation for accuracy.
- Guided team members in resolving high-priority challenges.
- Facilitated effective communication between technical shifts and offshore personnel.
Trainee Engineer
InfoTech Enterprises Ltd.
Hyderabad
08.2008 - 05.2009
- Designed GIS-based front-end portal.
- Contributed to engineering tasks involving ArcGIS projects.
- Developed tools using Micro Station Development Language (MDL) to optimize workflows.
- Manipulated data structures via Oracle 10g.
- Performed SQL-based operations to maintain the accuracy and efficiency of the GIS database (ArcFM).
Education
BE - Electronics
KIT’s College of Engineering
Kolhapur01.2008
Skills
- Teamwork and collaboration
- Driving customer satisfaction
- Problem-solving skills
- Organizational skills
- Excellent time management abilities
- Strong communication skills
- ITIL expertise
Career Achievements
- Successfully managing a team of 10 associates.
- Received Cookies Award for consistent performance FY10-11-Q4 and FY 2013-14 Q1.
- Received 'Pat On Back' award for Excellent performance in FY 13-14 Q4.
Certification
- https://www.coursera.org/account/accomplishments/certificate/28MQ64TJTZU8
- https://www.coursera.org/account/accomplishments/verify/5ISVTECZL7Y0
Personal Information
- Passport Number: J2791438
- Date of Birth: 11/01/86
- Marital Status: Married
Languages
Marathi
First Language
English
Advanced (C1)
C1
Hindi
Proficient (C2)
C2
References
References available upon request.
Disclaimer
I hereby declare that the above information is true to the very best of my knowledge.
Timeline
Technology Lead
Infosys
12.2016 - Current
Application Support Analyst
Tech Mahindra Ltd.
08.2010 - 06.2012
Team Lead – Sr. Application Support Analyst
Tech Mahindra Ltd.
06.2010 - 12.2016
Trainee Engineer
InfoTech Enterprises Ltd.
08.2008 - 05.2009
BE - Electronics
KIT’s College of Engineering