Nitika
Summary
Performance-driven IT professional with 9+ years of experience in Enterprise Mobility Management (MDM), Microsoft Intune, SOTI MobiControl, IT Operations, Service Delivery, and Team Leadership. Experienced in leading 24x7 BAU MDM operations, Greenfield customer onboarding, transition management, ITIL-based change management, and enterprise mobility projects across global enterprise environments. Proven expertise in managing Android, iOS, and Windows device ecosystems, delivering end-to-end device lifecycle management, stakeholder communication, customer engagement, and cross-functional collaboration. Skilled incident, problem and change management, process optimization, and driving secure, scalable, and high-performing enterprise mobility solutions while ensuring operational excellence and customer satisfaction.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Infrastructure Specialist
Cognizant Technologies Solutions
Noida
07.2023 - 07.2026
- Serve as the Subject Matter Expert (SME) for SOTI MobiControl, leading 24x7 BAU operations, Greenfield customer onboarding, customer transitions, and ensuring seamless enterprise MDM service delivery.
- Lead a team of 12 engineers responsible for MDM operations, production support, incident management, and service request fulfillment.
- Manage resource allocation, shift planning, workload distribution, and operational governance while ensuring SLA compliance.
- Conduct regular one-on-one meetings, performance reviews, coaching sessions, and career development planning for team members.
- Interview, onboard, train, and mentor new engineers for production support and project delivery.
- Prepare Knowledge Transfer (KT) plans, operational runbooks, SOPs, RACI matrices, and transition documentation for new customer onboarding.
- Own end-to-end Change Management activities including planning, impact assessment, risk evaluation, implementation, rollback planning, validation, and post-implementation reviews.
- Review, approve, and coordinate standard, normal, and emergency changes related to MDM infrastructure, application deployments, platform upgrades, and device configurations while minimizing business impact.
- Conduct bi-weekly operational reviews to identify support trends and implement proactive improvement plans to minimize disruptions to BAU operations.
- Participate in weekly governance meetings with Network, Platform, Application, Infrastructure, and Data Center Operations teams to resolve critical incidents and improve service delivery.
- Present monthly service dashboards, SLA reports, KPIs, incident trends, and operational improvement plans to customers and leadership teams.
- Coordinate with rugged device OEMs including Zebra and Honeywell for device certification, issue resolution, and deployment support.
- Collaborate with SOTI Product and Engineering teams for platform upgrades, new feature adoption, defect resolution, and product enhancements.
- Lead SOTI MobiControl upgrade and migration activities, including server upgrades, agent deployments, environment validation, and feature rollouts with minimal business impact.
- Troubleshoot complex issues involving device enrollment, certificates, authentication, compliance policies, connectivity, application deployment, and MDM infrastructure across Android, iOS, and Windows platforms.
- Design and maintain PowerShell scripts to automate administrative tasks, operational workflows, and environment health checks.
- Manage MobiControl configurations including device staging, enrollment workflows, compliance policies, configuration profiles, and enterprise application deployments.
- Perform root cause analysis for critical incidents and drive permanent resolutions through collaboration with Engineering, Product, and Professional Services teams.
- Create and maintain technical documentation, operational runbooks, SOPs, knowledge base articles, and support documentation.
- Drive continual service improvement initiatives to enhance operational stability, customer satisfaction, automation, and team productivity.
Consultant
Capgemini
10.2022 - 07.2023
- Supervised and managed a 24x7 MDM Operations Team, overseeing incident resolution, alerts, and service requests related to mobile administration and business app configurations.
- Successfully led the implementation of offshore MDM support operations in India, achieving a 4x cost reduction while maintaining service quality.
- Played a key role in enhancing SOTI MobiControl capabilities for a major logistics client, earning formal recognition for seamless deployment of customized features.
- Involved in on-prem to cloud migration (SOTI SaaS model), along with responsibilities in certificate renewal, server health checks, and MDM service optimization.
- Handled end-to-end support tasks including remote control issues, app deployment, lockdown profile creation, XML scripting via StageNow, and device tracking through co-pilot tools.
Sr. Infrastructure Technology Specialist
Cognizant Technology Solutions
03.2022 - 09.2022
- Supported rugged device infrastructure in warehouse environments using SOTI MobiControl.
- Resolved MDM-related issues for rugged devices including profile conflicts, kiosk mode setup, package deployment, and Wi-Fi connectivity.
- Utilized Velocity and StageNow tools for rugged device configuration and staging.
- Performed application blacklisting and whitelisting within the SOTI MobiControl console to control app access.
- Managed and administered Intune groups and user settings for policy enforcement and access management.
Senior Specialist
HCL Technologies
08.2020 - 02.2022
- Managed rollouts and process improvements for MDM technologies including Microsoft Intune and SOTI MobiControl across enterprise environments.
- Provided L2/L3 support for MDM operations: device enrollment, removal, app deployment, and compliance for Android, iOS, and Windows platforms.
- Created and administered MDM policies: Configuration, Compliance, Conditional Access, and App Protection using Intune portal.
- Implemented Windows Zero-Touch deployment with automatic Intune enrollment using tenant-based provisioning.
- Performed application whitelisting/blacklisting, and shared enrollment details to facilitate user device registration.
- Supported Microsoft Exchange and Active Directory operations, including account setup, licensing (F3/E3), security groups, and recertification processes.
- Utilized ADAXES for user provisioning, license management, and group modifications across OU structures.
- Provided application permissions and support for Microsoft Office suite and internal business systems.
- Collaborated with cross-functional teams in architecture, deployment, and end-user support for seamless IT service delivery.
MDM Inventory Admin/IT Analyst
SOTI India Pvt. Ltd.
05.2018 - 07.2020
- Assisting customers on Installation, Configuration & Management of SOTI MDM product MobiControl.
- Working closely with Sales and PS team for smooth customer onboarding.
- Enterprise Mobility Management admin utilizing, testing and Maintaining iOS / Android environment for various OEMs (Samsung, Apple etc.).
- Assistance on SOTI MobiControl MDM issues for users Mobile Devices.
- Blacklisting/ Whitelisting of applications in MDM Console.
- Raising internal tickets, providing complete details about the environment, and captured logs to the developers required to debug the issues.
- Raising issues, bugs, feature requests and improvements as reported by the customer and Resolving in accordance with the Service Level Agreements.
- Participation in Triage meetings with Global DEV/QA and PM teams on feature requests and improvements.
- Participation in Product Grooming sessions with PM teams regarding Product Roadmaps.
- Testing the new software features on test environment.
- Perform as central point of contact for business/development/professional services groups or vendors/channel partners requiring assistance with Release Management.
- Management of Instances in Amazon EC2 cloud.
- Installation of Internal Product and other required software on the cloud instances.
- Cloud instance administration for more than 150 AWS instances and performing health monitoring to avoid any outages.
- Daily Domain Health and Dashboard Check for smooth running of applications.
- Taking regular snapshots of the customers' instances (If required specifically in case of upgrades).
- Tuning up the instance at various occasions when required.
- Basic Knowledge of MS SQL Server Management Studio for taking SQL DB Backups, restoring backups in case of base and clearing previous unwanted logging created due to customer operations.
IT Operations Associate
TCS on Payroll of Future Focus (Fixed Contract)
08.2017 - 03.2018
- Administering and Supporting Mobile Device Management (MDM)/Enterprise mobility management (EMM) infrastructure platform MS Intune.
- Manage, maintain, support, troubleshoot and optimize mobile solution presently in place while making suggestions and adjustments for future needs.
- Resolve escalations from Level 1 team and handle client support requests as well as take ownership of product issues and ensuring closure is achieved.
- Troubleshoot client's issues related to MDM/EMM (end user device issues), and escalate it to Level 3 team with logs if required for further troubleshooting.
Personal Sabbatical
07.2017 - 06.2017
- Was helping my mother at home as she was undergoing treatment for arthritis.
BDE/IT ADMIN
Ameba Software's Pvt. Ltd
06.2014 - 07.2015
- Primarily working on IBM Maas360 EMM Solution.
- Addition/removal of users.
- Maas360 application passcode reset.
- Wiping of devices.
Education
MCA -
Guru Nanak Dev University
Amritsar, PBPost Graduate Diploma - Business Management
Guru Nanak Dev University
Amritsar, PBSkills
- SOTI MobiControl
- Microsoft Intune
- Enterprise Mobility Management (EMM/MDM)
- Mobile Device Management
- ITIL
- Incident Management
- Change Management
- Team Leadership
- Stakeholder Management
- Service Delivery
Certification
- ITIL Foundation
- Azure Fundamentals(AZ 900)
- Android Enterprise Associate
- SOTI Mobility Fundamentals
Timeline
Infrastructure Specialist
Cognizant Technologies Solutions
07.2023 - 07.2026
Consultant
Capgemini
10.2022 - 07.2023
Sr. Infrastructure Technology Specialist
Cognizant Technology Solutions
03.2022 - 09.2022
Senior Specialist
HCL Technologies
08.2020 - 02.2022
MDM Inventory Admin/IT Analyst
SOTI India Pvt. Ltd.
05.2018 - 07.2020
IT Operations Associate
TCS on Payroll of Future Focus (Fixed Contract)
08.2017 - 03.2018
Personal Sabbatical
07.2017 - 06.2017
BDE/IT ADMIN
Ameba Software's Pvt. Ltd
06.2014 - 07.2015
MCA -
Guru Nanak Dev University
Post Graduate Diploma - Business Management
Guru Nanak Dev University