Pradeep Tripathi
IT Server Delivery Lead | Project Manager
Indore
Summary
Dynamic IT Service Lead and Project Manager with over 15 years of experience in IT service delivery and project management for global enterprises. Expertise in GxP-compliant managed services tailored for leading Life Sciences organizations, coupled with a strong command of the full ITSM lifecycle through ServiceNow. Managed a portfolio of over 13 mission-critical applications, including Clinical Trials and Drug Development. Proven ability to drive Digital Transformation initiatives, achieving a 95% reduction in manual effort while maintaining 98% SLA compliance. Recognized for global leadership in strategic initiatives and a steadfast commitment to Process Governance and audit readiness, consistently fostering collaborative team environments to enhance project outcomes.
Overview
17
17
years of professional experience
7
7
Certificates
3
3
Languages
Work History
Program & Project Management Specialist
Accenture Solutions Pvt. Ltd.
03.2025
- Develop and execute end-to-end project management activities.
- Define project scope with key stakeholders and effectively manage milestones and dependencies.
- Support the management of financial, contractual, and operational commitments.
- Stakeholder, Client relationship, Vendor and Team management.
- Monitor delivery performance and quality using metrics and status reporting.
- Mitigate risks as defined in project plan.
- Project: FedEx Corporation
Scrum Master | IT Project Manager
Tata Consultancy Services
02.2012 - 10.2025
- Migrated customer’s work management data from SmartSheet to Monday.com, including workflow customization.
- Handling a team of 22 members from different functions.
- Led daily stand-ups, sprint planning, and customer reporting on Monday boards.
- Delivered automations, integrations, and dashboards ensuring successful SIT, UAT, and production go-live.
- Successfully executed hypercare support post-go live.
- Assigning daily tasks to Developers and taking status regularly.
- Aligning with several cross-functional teams to deliver the task.
- Project/Client: Roche – MaaS Modernization (Jun 2025 – Oct 2025)
IT Service Management Lead | Project/Client
Tata Consultancy Services
03.2019 - 06.2025
- Leading IT managed services on ServiceNow processes, and application lifecycle support for global pharmaceutical clients.
- Played the role of IT Service Delivery Lead.
- Implemented automation initiatives that boosted productivity by 20% and 95% reduction in manual work.
- Proven track record in optimizing service maturity through ITIL 4 framework implementation, achieving a 98% SLA compliance rate and reducing MTTR by 35%.
- Expert in stakeholder management and driving Continuous Service Improvement (CSI) initiatives that enhanced customer satisfaction (CSAT) by 20% year-over-year
- Presenting Monthly Service & Performance reports to the customer.
- Creating and maintaining Knowledge Base article and KE’s on ServiceNow.
- Hands-on experience in managing EUS operations, including desktop support, service desk functions and remote desktop support.
- Been to Germany several times for Project kickoffs, strategic meetings, workshops and Vendor meetings.
- Tracking work on Jira Kanban boards and reporting the daily progress reports to TCS management and the customer.
- Deploying and testing huge maintenance releases on GxP applications to fix bugs and enhancements via ServiceNow Normal change management process.
- Resolving MIM incidents by connecting and collaboration with different infrastructure teams.
- Resolving critical Microfocus incidents created for System Down alerts to make sure the application and database servers are up and running on different Local and Regional DCs.
- Running and successfully executing Disaster Recovery activities.
- Executing annual standard changes for Annual account, Periodic reviews and maintaining the SAP ITEMS documentation.
- Creating, maintaining and regular reviews of various SDLC documents like TIPs, TIRs, CTRIs, CTIPs, RAL.
- C&C and several Miscellaneous documents of ITEMS.
- Managing projects involving provisioning, installation, validation, support and upgrades of GxP & Non-GxP applications.
- Coordinating with cross-functional and vendor teams to resolve incidents, problems, and major changes.
- Maintaining relationships with key stakeholders and sponsors to ensure high commitment and quality deliverables.
- Leading 13 life sciences applications used for different purposes like Environmental Monitoring, generating raw laboratory data, Regulatory data, drug development, clinical trials and archiving.
- Directed full ITSM lifecycle with explicit ownership of Incident, Problem, Change and Release Management processes in ServiceNow.
- Migrated applications from legacy systems to ensure seamless running services.
- Managed GxP & Non-GxP applications including REICMS, OpenLab, UNIFI, OSIsoft PI, PROTEINMETRICS and DAHLIA.
- Taking part in internal and external audits.
- Created many ServiceNow dashboards and reports to track the daily status.
- Implemented Process Governance and created SOPs.
- Mentoring the team regularly with several internal ServiceNow trainings on Incident, Problem and Change Management.
- Working with the Software Packaging team to create SCCM packages and other process improvements and automations.
- Ensured 24/7 application availability and compliance with GxP standards.
- Project/Client: Boehringer Ingelheim Pharma GmbH (Mar 2019 – June 2025)
Oracle Applications Technical Consultant
Oracle Applications Technical Consultant
02.2012 - 02.2019
- Developed and enhanced Oracle Reports, BI Publisher solutions, and technical documentation like MD70 TE50 and MD50.
- Developed, deployed tested and documented Oracle SQL and PL/SQL code as per standards.
- Provided L2/L3 production support and participated in full SDLC activities.
- Partnered with business stakeholders to translate requirements into functional and technical deliverables.
- Project/Client: General Electric
Oracle Applications Technical Consultant
Sierra Atlantic Software Services Limited
08.2008 - 02.2011
- Developed and enhanced Oracle Reports, BI Publisher solutions, and technical documentation like MD70 TE50 and MD50.
- Provided L2/L3 production support and participated in full SDLC activities.
- Partnered with business stakeholders to translate requirements into functional deliverables.
- Projects/Clients: Form Factor, Tabuk Cement, Secure Meters & AL Munajem
Education
Master of Science - Information Technology
MGGVV University
IndiaSkills
Mondaycom Professional Services
Incident, Problem Management, Change Management and KEDB
Process Improvements
Application Support (L1, L2, L3)
Customer Success & Professional Services (Mondaycom certified)
Process Governance
SLA and KPI Management on Service Delivery
Project Management – Agile, Scrum, Waterfall
Cloud Technologies – Microsoft Azure (AZ-104, AZ-900 certified)
Stakeholder & Vendor Management
Process Optimization & Automation (Lean Six Sigma)
Application Lifecycle Management (GxP & Non- GxP systems)
Team Management, Mentorship & Collaboration
Compliance & Security (ITIL, GxP, SDLC, CMDB)
Oracle Applications & SQL Development, Support, Enhancements and Maintenance
Accomplishments
- Operational Excellence: Orchestrated full-lifecycle support for 13+ Life Sciences applications, ensuring 24/7 availability and strict adherence to GxP standards for high-stakes archival and drug development processes.
- Automation & Efficiency: Spearheaded automation initiatives that delivered a 20% surge in productivity and a 95% reduction in manual overhead, significantly lowering the cost-per-ticket.
- Service Maturity: Implemented ITIL 4 methodologies to overhaul service delivery, achieving a 98% SLA compliance rate and a 35% reduction in MTTR across global accounts.
- Global Governance: Acted as the primary interface for German stakeholders, leading onsite Project Kickoffs and Vendor Summits to align local delivery with global corporate strategy.
- Incident Command: Led Major Incident Management (MIM) for critical System-Down alerts, collaborating with cross-functional Infrastructure teams to restore Regional Data Centers and minimize business impact.
- Compliance & Audit Leadership: Directed the creation and review of complex SDLC/Validation documentation (TIPs, TIRs, RAL) on SAP ITEMS, ensuring 100% “Audit Ready” status for internal and external regulatory inspections.
Certification
ITIL Certified
Timeline
Program & Project Management Specialist
Accenture Solutions Pvt. Ltd.
03.2025
IT Service Management Lead | Project/Client
Tata Consultancy Services
03.2019 - 06.2025
Scrum Master | IT Project Manager
Tata Consultancy Services
02.2012 - 10.2025
Oracle Applications Technical Consultant
Oracle Applications Technical Consultant
02.2012 - 02.2019
Oracle Applications Technical Consultant
Sierra Atlantic Software Services Limited
08.2008 - 02.2011
Master of Science - Information Technology
MGGVV University
LANGUAGES
English – Proficient
Hindi – Proficient
Telugu – Proficient