Nishant Kumar
Pune
Summary
Results-driven Operations and People Leader with over 10 years of experience leading cross-functional teams, driving operational excellence, and enabling business growth within global organizations. Proven expertise in stakeholder management, people leadership, governance, strategic planning, and process optimization, with a strong track record of aligning operational initiatives to business objectives. Adept at building high-performing teams, fostering employee engagement, and delivering organizational improvements through collaboration, data-driven decision-making, and continuous improvement. PMP-certified professional with strong business acumen, recognized for leading with accountability, influencing stakeholders at all levels, and creating scalable operational frameworks that enhance efficiency and organizational performance.
Overview
2
2
Languages
7
7
Certificates
1
1
year of post-secondary education
11
11
years of professional experience
Work History
Associate General Manager
Addnode India
06.2026 - Current
- Lead cross-functional teams across multiple locations, fostering a culture of accountability, collaboration, and continuous improvement while aligning operational execution with organizational objectives.
- Partner with senior leadership and key stakeholders to drive strategic initiatives, translate business priorities into actionable plans, and ensure seamless execution across functions.
- Champion employee engagement and organizational culture by designing and leading initiatives that strengthen collaboration, team connectivity, and workplace experience.
- Establish and standardize governance frameworks, operational processes, and documentation practices to improve consistency, transparency, and organizational efficiency.
- Drive operational excellence through data-driven decision-making, process optimization, and continuous improvement initiatives that enhance business performance.
- Build, mentor, and develop high-performing teams through coaching, performance management, succession planning, and leadership development, enabling long-term organizational success.
- Lead the planning and execution of organization-wide initiatives, coordinating with diverse stakeholders to deliver projects within scope, timelines, and business expectations.
Technical Project Lead/Manager
Persistent Systems
01.2024 - 06.2026
- Handled Transition of IT Services
- Weekly and monthly reporting on the progress and changes
- Daily stand ups for any challenges and continuous
- Managed ITIL-based Change Management processes to ensure smooth and risk-free implementations.
- Reviewed, assessed, and authorized change requests to maintain system stability.
- Collaborated with stakeholders to drive efficient and controlled change execution.
- Ensured adherence to ITSM best practices while minimizing business disruptions.
- Data Migration Leadership: Led the successful migration of client data from the parent company's domain to an independent domain, ensuring seamless transition and minimal downtime.
- Client Independence Enablement: Supported the client in establishing their IT infrastructure and processes from scratch, post separation from the parent company.
- Process Development: Played a pivotal role in designing and implementing IT workflows, despite the client having zero prior knowledge of their processes.
- Strategic Guidance: Provided expert consultation and hands-on assistance to enable the client's smooth transition to operational independence.
- License Management: Effectively manage software products, including Adobe, Smartsheet, Lucidchart, and Microsoft 365 licenses, ensuring optimal utilization.
- Procurement & Allocation: Oversee the end-to-end process of license procurement, from identifying business requirements to fulfilling user needs.
- Requirement Analysis: Collaborate with stakeholders to assess and identify software licensing requirements, aligning with organizational objectives.
- User Support & Assignment: Ensure timely and accurate assignment of licenses to users, providing ongoing support and resolving licensing-related queries.
- Cost Optimization: Monitor licensing usage and recommend strategies to optimize costs while maintaining compliance with software agreements.
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Increased first call resolution rate through comprehensive staff training and development programs.
- Contributed to budget planning by accurately forecasting staffing needs based on historical trends and anticipated business growth.
- Established clear performance metrics for continuous improvement in both individual and team performance levels.
- Fostered a culture of continuous learning among team members through ongoing professional development opportunities and knowledge sharing sessions.
- Implemented a robust incident management process for effective tracking, escalation, and resolution of service-related issues.
- Collaborated with cross-functional teams to address complex technical challenges and improve overall service quality.
- Enhanced customer satisfaction with timely issue resolution and effective communication skills.
- Initiated regular audits of incident tickets to identify recurring issues warranting root cause analysis.
- Reduced ticket backlog by prioritizing high-impact issues and consistently meeting response time targets.
- Developed a high-performing team by providing coaching, mentoring, and regular performance feedback.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored service staff performance and provided feedback for improvement.
- Analyzed service reports to identify areas of improvement.
Technical Support Lead
Wipro Technologies Ltd
07.2022 - 01.2024
- Provide Tier 1 & 2 IT support to users through desk side support services
- Resolve diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Effectively managing, developing, and training the service desk team
- Monitor and review daily reports and performance
- Keep the company agent roster up to date with timely changes
- Work effectively with various teams and collaborated with others to achieve specified goals of Service Desk
- Participating in meetings with management to discuss customer needs and concerns
- Reviewing reports for the team to assess performance and identify areas of improvements
- Prepare weekly and monthly performance reports for the service desk
- Share updates on performance KPIs and SL with the clients
- Manage and resolve level 2 tickets and help the team to manage it
- Review and contribute towards enhancing the knowledge base for continuous growth
- Escalate to Level III support groups and manage the ticket through resolution, keeping the user apprised of updates and progress
- Ensuring tickets are assigned, resolved, and documented in a consistent and timely fashion
- Responsible for managing Customer Satisfaction (CSAT) and Dissatisfaction (DSAT).
Subject Matter Expert
Tech Mahindra Business Services
07.2018 - 06.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Collected and analyzed customer information to prepare product or service reports
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Answered customer telephone calls promptly to avoid on-hold wait times
- Delivered excellent customer service, resulting in consistent customer satisfaction rating, efficiency by monitoring team member productivity and providing feedback
- Moved to IT Service Desk and handled below responsibilities: Provided Tier 1 IT support to non-technical internal users through desk side support services
- 1st Line Support for all IT Services to all users within the bank
- Ensuring tickets are assigned, resolved, and documented in a consistent and timely fashion
- Reporting and preparing dashboards in Excel
- Reporting and preparing dashboards in MS Power BI
- ServiceNow.
Customer Sales Representative
Tech Mahindra Business Services
12.2016 - 04.2018
- Educated customers on promotional options, sales policies and methods
- Resolved concerns with products or services to help with retention and drive sales
- Assisted Inbound and outbound customers with questions and orders
- Maintained customer accounts and relationships
- Managed over 30 calls per day
- Contributed towards growth and sales
- Cultivated and strengthened account relationships to achieve and exceed company targets
- Worked independently with minimal supervision
- Stayed current on company offerings and industry trends.
Technical Support Representative
Concentrix Corporation
12.2015 - 08.2016
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Researched product and issue resolution tactics to address customer concerns.
Education
Electronics And Telecommunications Engineering - Engineering
Pune University
Pune 12.2016 - 03.2018
Skills
Scrum Master
Active Directory
Data Analysis
Power BI
Incident Management
Escalation management
Training and mentoring
Certification
Google Cloud Gen AI
Timeline
Associate General Manager
Addnode India
06.2026 - Current
Technical Project Lead/Manager
Persistent Systems
01.2024 - 06.2026
Technical Support Lead
Wipro Technologies Ltd
07.2022 - 01.2024
Subject Matter Expert
Tech Mahindra Business Services
07.2018 - 06.2022
Customer Sales Representative
Tech Mahindra Business Services
12.2016 - 04.2018
Electronics And Telecommunications Engineering - Engineering
Pune University
12.2016 - 03.2018
Technical Support Representative
Concentrix Corporation
12.2015 - 08.2016
Languages
English
Hindi