Summary
Overview
Work History
Education
Skills
Core Competency
Certification
Accomplishments
Timeline
Generic

PRADEESH K

Bangalore

Summary

Certified ITIL and PMP professional with significant expertise in IT incident management and service delivery across UAE and India. Achievements include successful resolution of high-priority issues and implementation of root cause analysis strategies that improved customer satisfaction. Skilled in utilizing tools such as Zendesk, Jira, Confluence, and BMC Remedy. Proven ability to lead teams, collaborate with stakeholders, and drive continuous improvement in fast-paced environments.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Technical Lead - APAC

OutSystems
Bangalore
07.2022 - 02.2024
  • Managed global IT operations and incident handling across APAC, enhancing response and recovery times.
  • Led end-to-end incident and problem management using Zendesk, JIRA, and Confluence to ensure SLA compliance.
  • Directed cross-functional technical teams across time zones, boosting first-response rates and minimizing escalations.
  • Collaborated with engineering and R&D teams to resolve complex issues, driving customer satisfaction.
  • Defined KPIs and developed dashboards to monitor performance and facilitate data-driven decisions.
  • Optimized AWS Cloud infrastructure usage, reducing costs by 50% while improving service availability.
  • Strengthened customer account retention through proactive escalation management and relationship building.
  • Conducted root cause analysis and implemented long-term solutions to improve product reliability.

IT Analyst

ENOC
Dubai
09.2018 - 06.2022
  • Led 24x7 IT operations and incident management using BMC REMEDY, ensuring SLA adherence and minimizing downtime.
  • Utilized SolarWinds and Entuity for real-time monitoring and swift resolution of critical incidents.
  • Conducted root cause analysis and implemented fixes, reducing repeat incidents by twenty percent.
  • Collaborated with infrastructure, application, and security teams to uphold system stability and business continuity.
  • Delivered real-time communication to stakeholders during outages via MS Teams.
  • Mentored support teams, improving response times and overall service quality.
  • Managed vendor relationships and drove continuous improvement initiatives through regular service reviews.

Lead Technical Engineer

Emaratech FZ LLC
Dubai
03.2015 - 08.2018
  • Managed high-priority incidents in live airport environment, ensuring 24x7 SLA compliance with HP Service Manager.
  • Handled incidents related to Smart Gates and border control, maintaining uninterrupted passenger flow and security operations.
  • Served as primary escalation point, coordinating internal teams and vendors for prompt issue resolution.
  • Conducted root cause analysis and implemented preventive measures to minimize recurring incidents.
  • Collaborated with engineering teams to deploy hotfixes and resolve technical bugs in real time.
  • Monitored service performance, maintained detailed logs, and initiated continuous improvement efforts.
  • Trained support teams on ITIL-aligned processes to ensure consistent incident resolution quality.

IT Security Analyst

IBM India Pvt. Ltd.
Bangalore
11.2010 - 03.2015
  • Ensured compliance with ISMS and ITSM standards while managing major incidents and security alerts.
  • Administered user access control, AD/LDAP permissions, and resolved critical tickets.
  • Provided Windows Server support and monitored platform health for optimal performance.

System Administrator

Obsidian Software Pvt. Ltd.
Bangalore
03.2009 - 11.2010
  • Executed patch updates, system monitoring, and backup management to maintain operational integrity.
  • Deployed Symantec AV for enhanced security across systems.
  • Configured Cisco PIX firewalls and managed group policies to strengthen network defenses.
  • Provided comprehensive software support to optimize user productivity.
  • Collaborated with data center teams to troubleshoot and resolve system issues efficiently.

Education

MBA - Pursuing

Manipal University
03-2026

Bachelor of Science - Electronics

College of Applied Science

Skills

  • ServiceNow and Zendesk
  • Incident management systems
  • Cloud services: AWS and Azure
  • Monitoring tools: CloudWatch and SolarWinds
  • Network performance management
  • Project management: Jira and Confluence
  • Agile methodologies: Scrum and Kanban
  • Database management: SQL and Active Directory
  • User access control and LDAP
  • Data visualization with Power BI
  • Performance optimization strategies
  • documentation practices

Core Competency

  • IT infrastructure and NOC monitoring
  • Incident, escalation, and problem management
  • Service delivery and customer success
  • Project management (PMP)
  • IT security and risk management
  • People and stakeholder management
  • Cross-functional collaboration
  • Reporting and data analysis

Certification

  • PMP
  • ITIL
  • Microsoft Azure

Accomplishments

  • Successfully led the border control system project for Dubai Airport, including the implementation of Immigration Online and E-Gate, ensuring operational readiness and service efficiency
  • Owned and delivered end-to-end process updates and monitoring system implementation for ENOC, enhancing infrastructure visibility and reducing incident resolution time
  • Conducted strategic incident reviews for India-based clients, uncovering gaps and enabling improvements in knowledge sharing, troubleshooting, and application support within the OutSystems framework
  • Collaborated directly with key Indian clients and top-level stakeholders from Care and OutSystems to address customer pain points, drive process enhancements, and reduce churn risks
  • Participated in high-visibility exhibitions and tech rollouts at Dubai Airport, contributing to customer experience enhancements and showcasing new technology solutions

Timeline

Technical Lead - APAC

OutSystems
07.2022 - 02.2024

IT Analyst

ENOC
09.2018 - 06.2022

Lead Technical Engineer

Emaratech FZ LLC
03.2015 - 08.2018

IT Security Analyst

IBM India Pvt. Ltd.
11.2010 - 03.2015

System Administrator

Obsidian Software Pvt. Ltd.
03.2009 - 11.2010

MBA - Pursuing

Manipal University

Bachelor of Science - Electronics

College of Applied Science

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