INDRAJEET A PISAL
Pune
Summary
Dynamic IT professional with extensive experience at Cognizant Technology Solutions, excelling in team management and performance optimization. ITIL V2 Certified and skilled in Microsoft technologies, I drive automation initiatives and enhance employee engagement, consistently achieving KPIs and SLAs while fostering a collaborative work environment.
Overview
21
21
years of professional experience
Work History
Manager
NICE Interactive Solutions
Pune
09.2019 - Current
Associate Ops Manager
COGNIZANT TECHNOLOGY SOLUTIONS
08.2014 - 09.2019
- Managing L1 and L2 support Teams for NOC and Mainframe & Batch Support
- Meeting hiring and training needs for the project. Creating SO per project requirements, working with sourcing Team to hire right candidates per client requirement.
- Manage performance reviews and appraisal for the Team members. Nominate eligible Team members for promotion on a quarterly and yearly basis.
- Help Delivery Lead manage project CP with optimum cost utlilization.
- Drive Employee engagement and career orientation for the Team members.
- Ensure the Team meets required KPI and SLA per the SOW on a weekly, monthly and quarterly basis.
- Identify and implement automation scope areas in the project.
- Prepare and present various client reports at weekly, monthly and quarterly forums for internal and external clients.
- Participate in Critical incident bridge and drive calls from NOC perspective.
- Preapre RCA document for critical incidents in project scope.
Lead – Service Desk
COGNIZANT TECHNOLOGY SOLUTIONS
Boston
09.2012 - 07.2013
- Managing a Team of Service Desk associates for L1 & L2 SD support
- Provide end user support for the Business and IT users through Voice, Emails & Tickets
- Log incidents & Requests based on user query and appropriately prioritize tickets
- Provide VIP user support
- Update & Maintain Knowledge Database for Service Desk
- Ensure adherence to voice & ticket based SLAs
- Follow defined processes & workflows for end user support
- Work on End user feedback and corrective action plan
- Prepare daily, weekly & monthly performance reports
- Create individual performance coaching plan for team members
Assistant Manager
WIPRO LTD
08.2005 - 09.2012
- Worked with Wipro Ltd since August 2005 with an expertise in Energy & Utilities and Airline domains
- Managing L1 Service Desk support for NZ based E&U customer
- Logging tickets for user reported issues with appropriate priority
- Reassigning tickets to appropriate resolvers groups
- Assisting users with password lock & unlock issues
- Configuring network printers for IT users
- Troubleshooting Citrix issues for the users
- Working with client team to resolve L2 level SD queries
- Running weekly patches for the user workstations
- Weekly & monthly performance reports
- Team management activities
Customer Service Representative Data Services
TATA BPO LTD
01.2004 - 09.2004
- To assist customers with first line internet troubleshooting for their wireless internet connection.
- Resolving all the customer queries with regards to Data services
- Router configuration for the users
- Setting up Data card for VIP users
Education
Bachelor of Commerce -
University of Pune
Pune01.2006
Grade XII -
N.M.V Highschool And Jr. College
01.2001
X -
K.V.I.A.T
01.1999
Skills
- ITIL V2 Certified
- Certified MCSE
- Microsoft Certified System Engineer
- Exchange Server 2003
- Microsoft Office tools
- Microsoft Office tools
Accomplishments
- Successfully transitioned Integrated L1 utility model for a Invest banking client for Application & Infrastructure support.
- Was awarded with the Wipro Service Excellence Award for Outstanding Employee for the QTR 3 2009-2010 across all Wipro locations while working with ATCO I-Tek process in Philippines.
- Was selected for E&U project deputation in Philippines basis the performance in the E&U vertical.
- Part of the operations team for one of the pioneer Energy & Utility accounts based out of Philippines. Successfully transitioned the assigned LOB in both Cebu and Manila locations.
- Successfully lead the assigned Distribution CAC LOB as a Unit Manager for 2 years consistently meeting the CPMs month on month for a queue size of 45 FTEs.
- Conducted 2 Pre-process trainings while on Philippines deputation with a 100% throughput and 100% attendance for both the training batches.
- Met the Annual SQM CSAT for the Distribution LOB for 2010, winning the client confidence and setting up the benchmark for the years to follow.
- Part of 2 lean projects to reduce the error percentage in a BO process and CSAT achievement in a voice queue.
Languages
- English
- Hindi
- Marathi
- German (Basic language course)
Personal Information
- Date of Birth: 06/14/84
- Gender: Male
- Nationality: Indian
- Marital Status: Married
- Visa Status: B1 (business) USA
Timeline
Manager
NICE Interactive Solutions
09.2019 - Current
Associate Ops Manager
COGNIZANT TECHNOLOGY SOLUTIONS
08.2014 - 09.2019
Lead – Service Desk
COGNIZANT TECHNOLOGY SOLUTIONS
09.2012 - 07.2013
Assistant Manager
WIPRO LTD
08.2005 - 09.2012
Customer Service Representative Data Services
TATA BPO LTD
01.2004 - 09.2004
Bachelor of Commerce -
University of Pune
Grade XII -
N.M.V Highschool And Jr. College
X -
K.V.I.A.T
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