Manjunatha V
IT Operation Specialist
Bengaluru
Summary
Highly skilled IT professional with over 12 years of experience in IT operations, specializing in incident management, IT service management, and team leadership. Proven track record in managing IT infrastructures, ensuring compliance, and driving operational excellence. Seeking a leadership role to leverage technical expertise, strategic abilities, and audit proficiency to enhance organizational performance. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
IT Operation Specialist
Accenture Services Pvt. Ltd.
10.2014 - 10.2024
- Manage and resolve critical incidents, ensuring minimal downtime and high customer satisfaction.
- Collaborated effectively across departments to drive company-wide initiatives focused on enhancing overall performance.
- Good Analytical skills on analyzing and improving day-to-day IT operations.
- Ensured IT operation processes comply with company policy requirements.
- Good process knowledge on ServiceNow, EAM, and Infrastructure monitoring tools.
- Designed training programs for new hires to boost team efficiency.
- Provided technical guidance and mentorship to L1/L2 CS engineers.
- Boosted team performance through clear expectations and regular evaluations.
- Published monthly reports and dashboards for management insights.
- Document customer interactions, including details of inquiries, complaints, and actions taken in ServiceNow
- Managed escalations and critical incidents for timely resolution.
- Delivering swift resolutions to end-user technical issues by coordinating support efforts with internal teams
- Follow up with customers to ensure their issues are resolved and achieve customer satisfaction for the tickets handled by team
- Provide advanced technical support and troubleshooting for hardware, software, and network issues, ensuring timely resolution and minimal downtime.
- Work closely with other IT team members and departments to align IT initiatives with business goals and provide technical expertise and support.
- Improved operational efficiency by streamlining processes and implementing new workflow strategies.
System Engineer
Axon Network Solutions Pvt. Ltd.
11.2013 - 10.2014
- Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
- Provided end-user support for critical issues, ensuring minimal disruption to operations.
- Managed multiple projects, meeting tight deadlines with high-quality deliverables.
- Optimized hardware and software components to enhance system efficiency.
- Implementation and optimization of hardware and software components to improve system efficiency.
- Managed multiple projects simultaneously, meeting tight deadlines while maintaining high-quality deliverables.
- Reduced downtime for critical systems through proactive monitoring and maintenance tasks.
Education
Bachelor of Engineering in Information Technology -
BNM Institute of Technology
Bengaluru 01.2006 - 04.2010
Skills
Windows
ServiceNow
ITIL V4
EAM
Audits
Power BI
SCCM Management
Advanced Technology
IT Service Management
Incident Management
Service-Level Agreements
Mac Laptop Troubleshoot
Escalation Management
Team Management
Vendor Management
Infrastructure Monitoring Tools
Languages
English
Kannada
Telugu
Accomplishments
- Strong interpersonal and client-facing skills.
- Pro-active, highly motivated, and a strong team player
- Strong leadership skills with the ability to motivate and encourage team
Timeline
IT Operation Specialist
Accenture Services Pvt. Ltd.
10.2014 - 10.2024
System Engineer
Axon Network Solutions Pvt. Ltd.
11.2013 - 10.2014
Bachelor of Engineering in Information Technology -
BNM Institute of Technology
01.2006 - 04.2010
Certificationsandawards
- ITIL V3/V4 Certified
- Accenture Celebrates Excellence (ACE) Award
Achiements
- Honored with the Accenture Celebrates Excellence (ACE) Award for exceptional individual performance, reflecting a strong commitment to excellence and high-impact contributions to the organization.
- Consistently praised by management for recruiting top tier candidates who have demonstrated outstanding performance and contributed significantly to team success.
- Demonstrated proficiency in generating detailed reports that provide valuable insights and actionable recommendations to management, aiding in strategic decision-making.
- Leveraged extensive experience with ServiceNow to guide engineers in efficiently managing incidents and service requests, improving response times and service quality.
Certifications and Awards
- ITIL V3/V4 Certified
- Accenture Celebrates Excellence (ACE) Award