NILESH KADU
Service Management
Pune
Summary
With more than 20 years of expertise in IT operations, with a focus on service management, aims to utilize extensive knowledge in ITIL practices and cloud technologies to spearhead transformation and operational excellence in leadership roles. The objective is to provide strategic insight, technical skill, and a results-oriented mindset to enhance IT infrastructure, lower expenses, and improve service delivery, thus aiding in achieving the business goals of organizations.
As a seasoned IT professional with an extensive background in IT service management and AWS architecture, a well-established history of leading and implementing complex IT solutions. Skilled in fostering operational excellence through the integration of AWS technologies and ITIL practices, excels in process optimization and service enhancement. The strategic approach to service management, coupled with an in-depth knowledge of cloud technologies, makes me good resource for organizations seeking to utilize AWS for business expansion and operational improvement. Holding certifications in AWS Solutions Architecture and ITIL, the ambition is to contribute to transformative initiatives that utilize cloud solutions to fulfill business aims. An organized Executive Manager with varied experience in customer service, business management, and project coordination. Proficient in effective communication and building relationships. Demonstrates a proven track record of engaging successfully with clients and business stakeholders. Technologically knowledgeable with a enthusiasm for innovation and creative business solutions.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Lead, Service Management Team for BTN – Philips
ATOS Global IT Solutions and Services Private Limited
12.2016 - Current
- Spearheaded Service Management Center team, enhancing employee performance and customer satisfaction by achieving 95% positive feedback score from both internal team assessments and customer surveys.
- Streamlined processes to boost efficiency, managed SLAs to achieve 99% compliance rate, and led change initiatives that resulted in 30% reduction in process turnaround times.
- Strengthened client relationships and administered quality assurance protocols, leading to 90% increase in client retention rates.
- Implemented risk management strategies that reduced critical incidents by 40% and provided performance insights that contributed to 15% overall improvement in team productivity to senior management.
- Advocated team development through skill enhancement programs, resulting in 50% increase in team certifications and 35% improvement in project delivery timelines.
- Orchestrated comprehensive Patch Management protocol, successfully maintaining 100% compliance with security standards, thereby reducing system vulnerabilities across all servers and endpoints.
- Led Change Management initiatives that ensured 98% of changes were implemented without incident, resulting in 40% decrease in unplanned downtime and 30% increase in operational efficiency.
- Directed Configuration Management processes, establishing centralized configuration database that improved asset visibility by 70% and supported 25% faster incident resolution rate.
- Conducted performance evaluations, providing constructive feedback and identifying opportunities for growth.
- Established clear expectations and accountability measures for team members, resulting in increased performance levels.
- Optimized resource allocation by monitoring project progress against key milestones and reallocating resources as needed to meet deadlines.
- Spearheaded recruitment and hiring process and compiled training materials for new and existing team members.
- Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones, and optimized all necessary processes.
Process Consultant
IBM India Pvt. Ltd, Pune
07.2008 - 12.2016
- Optimized operational processes for improved efficiency and quality
- Clarified ITIL and contract terms, enhancing process understanding
- Led quality audits, ensuring service excellence
- Collaborated with clients to develop seamless operational procedures
- Headed the deployment of ITIL guidelines organization wide
- Set up and monitored KPIs and metrics for process performance evaluation
- Revalidated and improved processes regularly for effectiveness
- Conducted training on process methodologies for team and stakeholders
- Managed process improvement requests, focusing on efficiency and cost-effectiveness
- Ensured process compliance and incorporated IBM’s global best practices.
Site In-charge, Pune
Wipro InfoTech
12.2003 - 06.2008
- As the Incident Management Lead, I excelled in driving customer satisfaction through effective incident resolution, leading a team to ensure technical service excellence
- I headed the implementation of ISO/ITIL practices to streamline processes, significantly improving incident handling and response times
- My role was pivotal in maintaining SLAs through careful data analysis and service improvement strategies, fostering a culture of continuous learning and operational excellence within the team.
Network Engineer
N-Logue Communications Pvt. Ltd.
12.2002 - 12.2003
- As a Network Engineer, spearheaded the deployment of 20 Linux-based ISP servers, resulting in a significant enhancement of network reliability and performance. Oversaw the configuration of routers and adeptly handled troubleshooting of last-mile connectivity issues, securing uninterrupted network services.
Customer Support Engineer
CMS Computers Ltd.
04.2002 - 12.2002
- Managed Lotus Notes mail server, maintained WAN/LAN networks, executed server backups, and specialized in troubleshooting hardware issues, particularly with Laser-Jet and Desk-Jet printers.
Customer Support Engineer
Infoton Systems and Services Pvt. Ltd.
12.2000 - 03.2002
- Managed MS Exchange server operations and designed the network infrastructure for ICICI Ltd to ensure robust and efficient communication networks
- Also handled client setups with a focus on system reliability and operational efficiency.
Customer Support Engineer
PC Care Pvt Ltd.
12.1997 - 12.1999
- Managed the installation and configuration of HP network printers, administered Windows NT servers, and implemented Local Area Networks (LANs), ensuring efficient network operation and connectivity.
Education
Bachelor of Business Administration (BBA) -
Sikkim Manipal University
Diploma in Electronics and Radio Engineering - undefined
Cusrow Wadia Institute of Technology
Skills
Corporate Communications
undefinedExternal Certifications
- AWS Certified Solutions Architect - Associate (SAA-C03)
- AWS Certified Cloud Practitioner exam (CLF-C01)
- ITIL V4 Foundation
- PMP certified (PMI member ID # 1941590) (Expired)
- ITIL v3 Expert certified – Highest level of qualification in ITIL
- COBIT 5.0 Foundation
- ISO 20000 Practitioner
- CCNA 2.0
- MSCE NT 4.0
Certification
AWS Certified Solutions Architect - Associate (SAA-C03)
Timeline
AWS Certified Solutions Architect - Associate (SAA-C03)
01-2024
Lead, Service Management Team for BTN – Philips
ATOS Global IT Solutions and Services Private Limited
12.2016 - Current
Process Consultant
IBM India Pvt. Ltd, Pune
07.2008 - 12.2016
Site In-charge, Pune
Wipro InfoTech
12.2003 - 06.2008
Network Engineer
N-Logue Communications Pvt. Ltd.
12.2002 - 12.2003
Customer Support Engineer
CMS Computers Ltd.
04.2002 - 12.2002
Customer Support Engineer
Infoton Systems and Services Pvt. Ltd.
12.2000 - 03.2002
Customer Support Engineer
PC Care Pvt Ltd.
12.1997 - 12.1999
Bachelor of Business Administration (BBA) -
Sikkim Manipal University
Diploma in Electronics and Radio Engineering - undefined
Cusrow Wadia Institute of Technology
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