Summary
Overview
Work History
Education
Skills
Timeline
Generic
Pooja M Prakash

Pooja M Prakash

Technical Services Manager
Bengaluru,KA

Summary

I'm a Technical Services Manager enthusiastic about developing a deeper understanding of engineering design and leadership. A natural leader and networker with a hardworking, resourceful, and competitive nature. 8+ years of experience in the IAM field. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

9
9
years of professional experience
2
2
Languages

Work History

Technical Services Manager

Cyderes
10.2018 - Current
  • Optimized resource allocation by effectively prioritizing projects based on business needs and available resources.
  • Conducted regular performance reviews for team members, identifying opportunities for professional growth and development within the organization.
  • Lead the Enterprise IAM Center of Excellence as the overall governance including KPI definition as well as managing business demands. Additionally, defining high-level requirements and ensuring compliance with IAM policies and standards.
  • Managing the day-to-day activities of the business requirements IAM Analyst team and ensuring the teams are meeting operational and performance objectives.
  • Professional development of staff to ensure they have relevant skills and qualifications.
  • IAM area and team-level budgeting, planning, and roadmap.
  • Stakeholder management to ensure that the IAM program meets the needs of the business and complies with all relevant laws, and regulations and enforcing company policies and procedures related to identity and access management.
  • Managed a team of IT professionals, ensuring timely resolution of technical issues and maintaining high customer satisfaction ratings.
  • Improved technical support efficiency by streamlining workflows and implementing new software tools.
  • Collaborated with cross-functional teams to identify areas for process improvement, resulting in significant time and cost savings.
  • Delivered high-quality technical support services that consistently exceeded customer expectations under tight deadlines.
  • Identified key metrics for tracking departmental success, and adjusted strategies accordingly to improve results over time.
  • Developed and implemented comprehensive training programs for staff, increasing overall technical proficiency and productivity.
  • Facilitated clear communication between technical services team members and other departments, fostering strong working relationships across the organization.
  • Championed adherence to industry standards ensuring compliance with relevant regulations.
  • Maintained up-to-date knowledge on industry trends and best practices, ensuring optimal performance of technical services department.
  • Reduced system downtime through the implementation of proactive maintenance measures and regular performance monitoring.
  • Spearheaded efforts to improve internal documentation processes enhancing knowledge sharing within the department.
  • Oversaw vendor relationships and contract negotiations, securing favorable terms while managing budgetary constraints.
  • Ensure the availability, stability, performance, and security of the IAM platforms and services
  • Developed technical services strategies based on clients' goals and implemented processes to achieve objectives.
  • Monitored work procedures, work schedules, and expedited workflow.
  • Recruited, placed, and oversaw project staff for optimal project results.
  • Served as a trusted technical advisor for senior leadership, providing expert guidance on critical IT decisions that impacted the entire organization.
  • Have a security mindset and general knowledge of security concepts to go with it.
  • Are an experienced leader who understands team dynamics and the personal development of staff.
  • Have top-notch collaboration and communications skills.

IT Support Analyst

British Telecom
09.2015 - 10.2018
  • Self-motivated, with a strong sense of personal responsibility.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Organized and detail-oriented with a strong work ethic.
  • Provided professional services and support in a dynamic work environment.
  • Resolved problems, improved operations and provided exceptional service.
  • Proven ability to learn quickly and adapt to new situations.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Passionate about learning and committed to continual improvement.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.


Education

Bachelor of Engineering - Mechanical Engineering

Visversvarya Techological University
Hassan
04.2001 -

Skills

New product evaluations

Timeline

Technical Services Manager

Cyderes
10.2018 - Current

IT Support Analyst

British Telecom
09.2015 - 10.2018

Bachelor of Engineering - Mechanical Engineering

Visversvarya Techological University
04.2001 -
Pooja M PrakashTechnical Services Manager