Pradeep Kumar BV
Deputy General Manager
Bengaluru
Summary
19 years of extensive experience in managing IT Operations providing leadership and strategic guidance.
Managing Service delivery, contractual obligations, maintaining SLAs, quality standards, establishing process, driving continuous service improvements, procedures and governance models.
Service Delivery experience in implementation & standardization of Service Desk & End User Computation methods & processes Leadership experience in a customer facing Role, Delivery, stakeholder management, People Management & Technical Support.
Overview
19
19
years of professional experience
Work History
Deputy General Manager - DWP
HCLTech
Bengaluru
05.2022 - Current
- Global IT Operations, Governance, Strategy &
Transformation.
- Customer Management, Service Level Management,
Automation, Cost Optimisation and Value Plus Initiative .
- Continual Service Improvements/Customer
Experience/Executive escalations/Contract renewals.
- Resource /Employee management
Associate Director - Service Desk
NTT Data
Bengaluru
10.2019 - 04.2022
Site Leader for Bangalore location.
- Responsible for Overall SLA for all customers in the organization.
- Organic growth of business
- People management/ Attrition / Hiring/ motivation/ R&R
- Working with the solutions team on new deals and RFP requirements
- High level account reviews post liaising with account and project teams
Project Manager-Global ServiceDesk (Cloud & Infra)
Wipro
Bengaluru
04.2017 - 10.2019
- Managed Delivery for a Retail Giant.
- Was responsible for Delivery Management, Operations, Talent Management and ensuring a high level of Customer delight.
Manager IT
Essential Energy India Private Limited
02.2016 - 01.2017
- Lead, govern and manage all IT infrastructure and IT
services within the E2 organization. Proactively monitoring processes and keeping in-line with the Business strategy with an aim to maintain “in-touch” IT service delivery.
- Worked closely with the COO for the day-to-day steering of IT services
Associate Operations Manager
Cognizant Technology Solutions
Bengaluru
02.2009 - 01.2016
Leading the Service Desk/Command Centre/ Level 1.5 teams.
- Accountable for ensuring SLA compliance.
- Managing day to day operations, Service Levels and People management.
- Ensuring a high-quality customer experience while managing cost-effective operations.
Executive -Operations - Senior Technical Support Engineer
America Online Services India Private Ltd
Bengaluru
10.2004 - 02.2009
- Troubleshooting AOL Software related issues - Dial-up and broadband members on various Operating Systems
Education
Bachelor of Engineering - Industrial & Production
Skills
IT Service Delivery
Technical Service Desk Operations
Client Relationship Management
Costing & Budgeting
Leadership
SLA / Escalation Management
Business Continuity Planning
Workforce Talent Management
Team Management
Vendor Management
Timeline
Deputy General Manager - DWP - HCLTech
05.2022 - Current
Associate Director - Service Desk - NTT Data
10.2019 - 04.2022
Project Manager-Global ServiceDesk (Cloud & Infra) - Wipro
04.2017 - 10.2019
Manager IT - Essential Energy India Private Limited
02.2016 - 01.2017
Associate Operations Manager - Cognizant Technology Solutions
02.2009 - 01.2016
Executive -Operations - Senior Technical Support Engineer - America Online Services India Private Ltd
10.2004 - 02.2009
University B.D.T College of Engineering - Bachelor of Engineering, Industrial & Production
VISA
US B1/B2 valid upto - 2033