Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Nilesh Kshirsagar

Pune

Summary

Strategic and results-oriented IT Operations Lead with over 12 years of experience spanning enterprise training operations, production support, and IT service management. Currently leading a high-impact team at HealthEdge, driving operational excellence, system optimization, and cross-functional collaboration. Adept at managing large-scale training programs, SOWs, invoicing, vendor relationships, and technical support. Proven ability to lead teams, streamline processes, and deliver measurable improvements in service delivery and learner experience. Seeking a Managerial role to scale operational impact and lead strategic initiatives.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Operations Lead

HealthEdge
06.2022 - Current
  • Lead a team of 6 specialists, overseeing daily operations, performance reviews, and professional development.
  • Designed and implemented KPIs and KRIs to measure team efficiency, identify gaps, and drive continuous improvement.
  • Foster a collaborative and high-performing team culture aligned with organizational goals.
  • Own and manage the full lifecycle of training operations, including LMS configuration, virtual training environments, and learner support for internal teams, partners, and clients.
  • Administer user roles, access rights, and course structures, ensuring a secure and seamless learning experience.
  • Draft and manage detailed Statements of Work (SOWs) for training engagements, aligning deliverables with client expectations and contractual obligations.
  • Streamlined invoicing workflows using SmartSheet, improving billing accuracy and reducing turnaround time.
  • Manage vendor relationships, ensuring compliance with SLAs and maintaining high standards of service delivery.
  • Lead cross-functional training projects from planning to execution, managing risks, timelines, and stakeholder expectations.
  • Collaborate with Product, R&D, Marketing, and Implementation teams to align training initiatives with business needs and product updates.
  • Provide semi-technical support for LMS and training systems, resolving JIRA tickets and coordinating with R&D for escalations.
  • Develop and maintain dashboards and reports to track training consumption, learner feedback, and operational metrics.
  • Use data insights to inform strategic decisions, improve training effectiveness, and optimize resource allocation.

Sr. Associate - Technology (Production Support)

Synechron Technologies
02.2020 - 06.2022
  • Delivered L2 application and production support using Autosys, Splunk, SNOW, CMD, and Task Scheduler.
  • Conducted root cause analysis for data processing issues and coordinated deployments and maintenance.
  • Mentored junior team members, reviewed ticket resolutions, and supported their technical growth.
  • Ensured SLA compliance, managed shift handovers, and escalated high-priority incidents as needed.
  • Authored knowledge articles and contributed to permanent fixes through problem management.

Operations Analyst - IT Service Management

Accenture Solutions Pvt. Ltd.
09.2017 - 01.2020
  • Supported ITSM processes including Major Incident Management (MIM), Change Management, and Service Requests.
  • Coordinated with global teams to ensure timely resolution of incidents and adherence to change protocols.
  • Facilitated communication between technical teams and business stakeholders during critical incidents.

Consultant - Service Management

CloudMoyo Solutions
11.2014 - 09.2017
  • Managed service delivery operations, ensuring SLA compliance and client satisfaction.
  • Supported ITIL-based processes and contributed to service improvement initiatives.

Claims Associate - Back Office Support

Vsynergize Outsourcing
05.2013 - 10.2014
  • Processed healthcare claims and maintained data accuracy in back-office operations.
  • Ensured compliance with client guidelines and turnaround time expectations.

Education

Bachelor's Degree - B.Sc. (Computer Science)

Solapur University
01.2014

Skills

    People Development
    IT Operations Management
    Vendor & Stakeholder Management
    Technical Support & Ticket Handling
    KPI/SLA Monitoring & Reporting
    Project & Change Management
    Operational Efficiency
    Workforce Management
    SmartSheet
    LMS Platforms
    JIRA
    ServiceNow (SNOW)
    Microsoft Office Suite
    Zoom/WebEx
    Tableau
    Salesforce

Certification

  • Lean Six Sigma Green Belt
  • Microsoft Certified AZ-900 Microsoft Azure Fundamentals.
  • PAHM – Professional, Academy for Healthcare Management (AHIP)

Timeline

Operations Lead

HealthEdge
06.2022 - Current

Sr. Associate - Technology (Production Support)

Synechron Technologies
02.2020 - 06.2022

Operations Analyst - IT Service Management

Accenture Solutions Pvt. Ltd.
09.2017 - 01.2020

Consultant - Service Management

CloudMoyo Solutions
11.2014 - 09.2017

Claims Associate - Back Office Support

Vsynergize Outsourcing
05.2013 - 10.2014

Bachelor's Degree - B.Sc. (Computer Science)

Solapur University

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Nilesh Kshirsagar