Prasanna Bharadwaj
Hyderabad
Summary
Results-driven IT Operations & Project Manager with 10+ years of experience leading global teams, driving process optimizations, and executing large-scale Agile projects. Expertise in program management, client relationship management, risk mitigation, and Lean Six Sigma-based process improvements, with a track record of delivering multimillion-dollar cost savings and efficiency gains. Proven ability to scale operations, enhance SLA performance, and foster high-performing teams.
Overview
11
11
years of professional experience
1
1
Certification
Work History
TEAM MANAGER
COGNIZANT
07.2023 - Current
- Led a cross-continental Agile project with 180+ FTEs, managing technical and non-technical workflows to enhance product and partner service delivery across multiple regions(APAC & EMEA)
- Reduced TAT by 30% and saved $130K/year by deploying Lean Six Sigma principles, automating communications, and eliminating process redundancies
- Mentored 10+ Team Leaders, delivering structured leadership workshops, ILT sessions, and performance coaching-resulting in a 15% increase in team efficiency
- Managed performance reviews and career development plans for 70+ employees, implementing PIP/PAP frameworks, IDPs, and feedback loops
- Deployed an open-source AI to automate HTML parsing and data validation workflows, delivering 8 FTE/annum savings in 2024 through intelligent, scalable automation
- Spearheaded 81 innovation projects in collaboration with engineering and process excellence teams, leading to a contract expansion of 5 FTEs
- Launched a centralized Help Center using Google Sites and Drive, enhancing onboarding, workflow visibility, and self-serve learning for pilot teams
TEAM LEADER
COGNIZANT
10.2020 - 06.2023
- Managed a 50-member content QA team supporting global platform compliance in 120+ countries, focused on UI/UX quality, localization, and content alignment
- Incubated 45+ pilot workflows, introducing an intake Master SOP, core transition teams, and a scalable QA model that improved onboarding velocity by 20%
- Revamped onboarding programs and setup training decks, video walk-throughs, and virtual SME toolkits, reducing ramp-up time by 25%
- Directed recruitment, scheduling, and backfill planning across APAC and EMEA, maintaining 100% coverage across multiple time zones
- Oversaw cross-functional teams in Data Analytics & Web Intelligence, leveraging REGEX and HTML for content accuracy
- Established project-level BCP and risk protocols, ensuring delivery continuity during planned and unplanned outages
- Scaled operations from 16/5 to 16/7 coverage using a lean staffing model, enabling ongoing services
SUBJECT MATTER EXPERT
COGNIZANT
04.2018 - 09.2020
- Developed SOPs, KPIs & SLAs, standardizing operations and boosting compliance
- Automated partner escalations using Google Sheets + Apps script, reducing manual handoffs and saving 2 FTEs/annum worth of effort
- Facilitated upskilling sessions on ML-based tagging, schema mapping, and markup validation, increasing technical literacy across the team
- Built CRM workflows and task allocation maps, enabling more effective workload balancing and performance tracking
- Streamlined internal operations through weekly retrospectives, automation pilots, and improved Google Workspace utilization
SENIOR PROCESS EXECUTIVE
COGNIZANT
03.2016 - 03.2018
- Conducted quality audits & RCA, reducing error rates and enhancing client satisfaction
- Reported and analyzed product issues related to search journeys, content accuracy, and UI bugs, ensuring timely escalations
- Drafted QA reference docs, workflow manuals, and training content, increasing new hire confidence
TECHNICAL HELPDESK COORDINATOR
MAGNA INFOTECH
09.2014 - 02.2016
- Delivered multichannel technical support, elevated to Floor SME leading 8-member team
- Built performance dashboards for CSAT, ticket volumes, and resolution KPIs
Education
MBA - HUMAN RESOURCES
Vivek Vardhini School of Business Management
06-2019
B.TECH - ELECTRICAL AND ELECTRONICS ENGINEERING
Sri Indu College of Engineering & Technology
07-2014
Skills
- Project & Operations Management
- Agile
- SLA Optimization
- Risk Management
- Lean Six Sigma
- Client & Stakeholder Engagement
- Strategic Communication
- BCM
- Process Governance
- Leadership & Team Development
- Cross-functional Collaboration
- Employee Engagement
- Training
- Data Analysis Proficiency
- SQL
- Apps Script
- HTML5
- CSS
- Web Intelligence
Certification
- Lean Six Sigma, Green Belt level proficiency, Trained and Tested
- Certified FACET Trainer
Timeline
TEAM MANAGER
COGNIZANT
07.2023 - Current
TEAM LEADER
COGNIZANT
10.2020 - 06.2023
SUBJECT MATTER EXPERT
COGNIZANT
04.2018 - 09.2020
SENIOR PROCESS EXECUTIVE
COGNIZANT
03.2016 - 03.2018
TECHNICAL HELPDESK COORDINATOR
MAGNA INFOTECH
09.2014 - 02.2016
MBA - HUMAN RESOURCES
Vivek Vardhini School of Business Management
B.TECH - ELECTRICAL AND ELECTRONICS ENGINEERING
Sri Indu College of Engineering & Technology
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