Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Pradeep Prakash

Bangalore

Summary

Dynamic Project Manager with a proven track record at LTIMindtree, excelling in incident management and stakeholder communication. Expert in risk assessment and quality assurance, I led high-performing teams to enhance service delivery and operational efficiency, achieving significant improvements in project outcomes and client satisfaction. Proficient in ServiceNow and cross-functional collaboration.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Project Manager

LTIMindtree
02.2022 - 10.2024
  • Championed Major Incident Management to provide centralized command for the global services business.
  • Enhanced service quality through improved transparency and consistent severity assessments.
  • Coordinated incident communication and escalation impacting TTS and Securities Services delivery.
  • Served as liaison between Business and Technology teams, simplifying technical information during resolutions.
  • Monitored ServiceNow dashboards to ensure accurate assessment of incident impact and ownership.
  • Led incident recovery teams, ensuring organized communication during critical incidents.
  • Contributed to quality analytics development for senior leadership insights.
  • Managed communication and escalation of operational risk events to senior management.
  • Transition and Integration: Directed the comprehensive transition for the Citi – Trade project, expertly integrating mission-critical applications, including CSF, Auxiliary (spanning thirteen applications such as Kofax-TOCR, GIS, GTOP), and TRIMS across INDIA, ASIA, EMEA, and NA regions.
  • Transition Management: Orchestrated the seamless onboarding of new personnel, collaborating closely with Citi Vendor Management and team leads to ensure uninterrupted service continuity and operational excellence.
  • Strategic Collaboration: Facilitated partnerships between Citi VM, leads, and incumbent vendors, resulting in a meticulously devised and executed transition plan aligned with strict project timelines and objectives.
  • Performance Tracking and Reporting: Implemented robust monitoring systems to track project milestones, identify potential risks proactively, and deploy mitigation strategies. Delivered regular, transparent status updates to senior stakeholders to inform critical decision-making.
  • Stakeholder Engagement: Kept transparent lines of communication, regularly updating all stakeholders about project progress and any essential changes in direction.
  • Operational Continuity: Developed and implemented comprehensive contingency plans, guaranteeing uninterrupted business operations and maintaining superior levels of service delivery.
  • Cost Management: Exercised diligent financial oversight, identifying and leveraging cost-saving opportunities to ensure the project’s completion within established budgetary constraints.
  • Training and Knowledge Transfer: Oversaw the training and integration of new team members, facilitating effective knowledge transfer to maintain productivity and uphold service standards.
  • Change and Process Improvement: Collaborated with Citi Managers to drive process enhancements and technological innovation, fostering a culture of continuous improvement.
  • Leadership and Team Development: Managed a high-performing team of over thirty professionals, fostering skill development through targeted training programs and aligning capabilities with evolving project requirements.
  • Resource Optimization: Conducted planning sessions with cross-functional teams to allocate resources efficiently and meet business objectives within established timelines.
  • Audit & Compliance: Coordinated and facilitated internal audits, meticulously prepared supporting documentation, ensured compliance with audit standards, and tracked the timely implementation of audit recommendations.
  • Visa Process Management: Administered all visa assignments, amendments, and monthly activities in coordination with the resolute visa team.

Senior Lead – Delivery

NTT India Pvt Ltd
05.2018 - 05.2021
  • Operations Leadership: Directed the NOC Service Desk and managed vendor relationships, overseeing both L1 and L2 teams to deliver world-class IT support via telephone, remote access, and on-site engagement as required.
  • Incident and Request Management: Ensured rigorous logging and timely resolution of all service desk calls within the ITSM platform, fostering a culture dedicated to exceptional customer service and strict adherence to service management principles.
  • Network Monitoring: Proactively monitored network links, coordinated with relevant technical teams for swift restoration, and ensured compliance with Service Level Agreements (SLAs).
  • Client Engagement: Led daily review calls on critical cases, maintained detailed reports, and provided comprehensive documentation to all stakeholders.
  • Reporting and Analytics: Designed and produced critical reports for customers, actively participated in the Reporting Core Team, and delivered vital performance insights to senior management.
  • Talent Development: Mentored Tech Leads and Technicians, structured growth paths, tracked performance, and provided feedback aligned with the organization’s strategic vision.
  • Process Management: Drove the creation and execution of optimized process flows on the operations floor, supported with direct supervision from senior management.
  • Training and Onboarding: Conducted comprehensive training for new hires, ensured effective ticket handling, and maintained prominent levels of client responsiveness.
  • Cross-Functional Collaboration: Engaged with IT, HR, and Administration departments to resolve operational challenges, including leave management, salary, and employee concerns.
  • Recruitment and Succession Planning: Led efforts in identifying and hiring personnel with the requisite skill sets, assessed training needs, and facilitated career development and succession planning across the team.
  • Team Size: 24
  • Technologies & Tools: ITSM, Sapphire, MS Word

Senior Lead – Delivery

NTT India Pvt Ltd
07.2017 - 05.2018
  • Service Delivery Management: Directed IT-Service Operations, SLA management, incident reporting, escalation management, and CSAT improvement for critical client projects.
  • Project Management: Oversaw infrastructure rollouts and standardization projects, consistently delivering as per client requirements and expectations.
  • Governance and Quality Assurance: Maintained rigorous internal governance practices, executed frequent audit reports, and ensured quality through policy deployments and patch management for servers and network teams.
  • Technical Administration: Managed server environments (McAfee & WSUS), managed patch updates, and maintained secure, compliant IT infrastructures.
  • Leadership & Communication: Organized periodic performance reviews, facilitated weekly, monthly, and fortnightly meetings, and maintained ambitious standards of client engagement and satisfaction.
  • Key Achievements: Successfully implemented McAfee & WSUS Servers, resulting in enhanced security and operational efficiency.
  • Technologies & Tools: MS PowerPoint, MS Excel, SharePoint, McAfee, WSUS

Senior Lead – Delivery

NTT India Pvt Ltd
06.2016 - 07.2017
  • Major Incident Management: Coordinated the organization’s response to major incidents, escalating risks and issues, and supporting the reporting of KPIs and SLAs to leadership.
  • Service Delivery & Governance: Served as the primary client interface, managed service quality, led process improvement initiatives, and drove the lifecycle management of assets across PAN India and overseas.
  • Leadership: Directed a team of 30+ resources, oversaw performance management, ensured resource backup, and maintained comprehensive documentation for all technological and process areas.
  • Knowledge Management: Managed documentation of all technology and procedural workflows at both strategic and technical levels for organizational knowledge retention and continuity.

Education

Master of Business Administration -

Bachelor of Computer Application -

Skills

  • Project planning and execution
  • Incident management
  • Change management
  • Risk assessment
  • Stakeholder communication
  • Team leadership
  • Quality assurance
  • Cross-functional collaboration
  • Client relationship management
  • Problem-solving
  • SQL proficiency
  • UNIX/Linux expertise
  • Windows operating systems
  • ServiceNow knowledge
  • MS Office Suite proficiency
  • Sapphire familiarity
  • ITSM practices

Certification

  • ITIL V4 Foundation Certification in IT Service Management, Achieved a distinction with 92.50%
  • Microsoft Certified Professional
  • VMware vSphere: Install, Configure, manage [V6.5], Successfully completed comprehensive technical training.

Timeline

Project Manager

LTIMindtree
02.2022 - 10.2024

Senior Lead – Delivery

NTT India Pvt Ltd
05.2018 - 05.2021

Senior Lead – Delivery

NTT India Pvt Ltd
07.2017 - 05.2018

Senior Lead – Delivery

NTT India Pvt Ltd
06.2016 - 07.2017

Master of Business Administration -

Bachelor of Computer Application -

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