Pratap Kumar Nagarajan
IT Operations Management
Bengaluru
Summary
Dynamic IT and operations leader with a proven track record at Viatris, enhancing efficiency through automation and strategic resource management. Excelled in operations management and decision-making, achieving significant performance improvements. Skilled in cost analysis and fostering team productivity, my approach has consistently driven project success and stakeholder satisfaction.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Deputy Manager – IT Operations Management
Viatris
03.2023 - Current
- Optimized IT operations by automating tasks with ServiceNow and implementing a new ITSM system, streamlining workflows and enhancing efficiency.
- Developed real-time IT monitoring using Power BI, enabling data-driven decision-making and improved service delivery.
- Successfully integrated new IT technologies and implemented streamlined policies and procedures to modernize infrastructure.
- Fostered strong stakeholder relationships and vendor coordination, ensuring smooth project delivery, efficient provisioning, and effective risk mitigation.
- Enhanced team performance through coaching, training, and cultivating a collaborative culture, resulting in improved employee satisfaction and productivity.
Assistant Manager – Resource & Operations Mgt
Wipro Limited
07.2021 - 03.2023
- Strategic Resource Planning: Orchestrated quarterly iDEAS Hiring Budget, aligning with organizational goals and providing crucial hiring insights to Talent Acquisition.
- Data-Driven Management: Streamlined NetAdd data collation for comprehensive management reporting, enabling informed decision-making.
- Project Support: Provided essential assistance to project managers in resource allocation and management, ensuring optimal team composition.
- Utilization Optimization: Proactively monitored and managed employee utilization and workload, maximizing productivity and preventing burnout.
- Resource Reallocation: Addressed resource concerns through strategic reallocation and adjustments, maintaining project efficiency and team balance.
Assistant Manager – IT Operations Management
Viatris
08.2019 - 06.2021
- Process Implementation: Designed, developed, and implemented comprehensive support processes, including SLAs and escalation procedures, enhancing incident management efficiency for helpdesk staff and end users.
- Knowledge Management: Ensured up-to-date knowledge base in ServiceNow, minimizing SME dependencies and improving self-service capabilities.
- Operations Coordination: Managed key IT service management processes including incident management (SLA adherence), change management (new releases), and problem management.
- Change Management: Utilized effective deployment strategies and change management principles to implement IT system changes aligned with business objectives.
- Continuous Improvement: Sustained and refined support processes, focusing on ongoing optimization of incident resolution, knowledge sharing, and overall service delivery.
Assistant Manager – Energy Operations Center
Carrier - Ecoenergy Insights
10.2014 - 08.2019
- End-to-End Project Management: Oversee all aspects of projects from initiation to completion, ensuring delivery of solutions within agreed timelines and budgets.
- Strategic Business Partnerships: Collaborate closely with business teams to develop and implement value-added strategies for clients, fostering strong relationships.
- Financial Accountability: Manage project profitability by accurately reporting all project variables in a timely manner, meeting targeted financial goals.
- Business Development: Drive account growth by identifying additional business opportunities in collaboration with sales and account management teams.
- Client Value Optimization: Balance project execution with strategic thinking to maximize client value, ensuring both immediate delivery success and long-term business growth for EcoEnergy.
Assistant Manager – Operations & Maintenance
Wipro Limited
10.2012 - 10.2014
- Stakeholder Management: Provide comprehensive oversight of O&M contractual relationships, effectively managing interactions with diverse stakeholders including customers, vendors, business executives, and technicians.
- Vendor Performance Evaluation: Regularly review and report vendor performance to the O&M head, ensuring accountability and service quality.
- Continuous Improvement: Identify improvement opportunities in vendor operations and create actionable plans for future enhancements, driving operational excellence in O&M activities.
Circle Head – Service Delivery & Service Assurance
Zylog Systems (India) Limited
07.2010 - 10.2012
- Service Excellence Leadership: Led and maintained service delivery and assurance functions, ensuring high-quality, consistent service performance across operations.
- Strategic Business Growth: Served as a key stakeholder in driving business expansion through acquisition initiatives, revenue maximization strategies, and customer retention efforts.
Sales & Marketing Coordinator
TATA Communications
03.2010 - 07.2010
- Cost Optimization: Negotiated effectively with suppliers and vendors, securing favorable terms and optimizing operational costs.
- Marketing Collateral Management: Led artwork and design initiatives for marketing communication materials, ensuring brand consistency and impactful visual messaging.
Cease Coordinator
Cable & Wireless
11.2006 - 01.2010
- Transition Management: Coordinated and executed decommissioning requests, ensuring smooth and efficient transitions while minimizing operational disruptions.
- Service Enhancement Collaboration: Worked closely with the service delivery manager to identify and implement service improvements, driving continuous enhancement of operational efficiency and customer satisfaction.
Installation & Fault Repair Coordinator
Bharti Airtel Limited
10.2005 - 11.2006
- Acted as the SPOC for corporate segment Installation & Fault Repair.
- · Prepared insightful analysis reports on overall quality resolution & SLA parameters.
Customer Care Assistant
Tata Teleservices
03.2003 - 06.2005
- Efficiently allocated and documented complaints and service requests.
Education
Bachelor of Science - Electronics
Madras University
Chennai07.2002
Skills
Cost analysis and savings
Operations Management
Decision-making capabilities
Performance Improvements
Certification
· ITIL Certified
· Wipro Certified - ITIL
· Wipro Certified – Leadership Development Program
· Carrier NEXT - ACE Certification
· Master Digital Product Design : UX Research & UI Design 2022
Accomplishments
· Best team award for leading and delivering one of the most new & critical CB project of Ecoenergy
· Best Employee nominee for the year 2017-18
· Best team award for delivering one of the most critical QSR project of Ecoenergy
· Best team nominee for Automation project of Data validation & processing
Timeline
Deputy Manager – IT Operations Management
Viatris
03.2023 - Current
Assistant Manager – Resource & Operations Mgt
Wipro Limited
07.2021 - 03.2023
Assistant Manager – IT Operations Management
Viatris
08.2019 - 06.2021
Assistant Manager – Energy Operations Center
Carrier - Ecoenergy Insights
10.2014 - 08.2019
Assistant Manager – Operations & Maintenance
Wipro Limited
10.2012 - 10.2014
Circle Head – Service Delivery & Service Assurance
Zylog Systems (India) Limited
07.2010 - 10.2012
Sales & Marketing Coordinator
TATA Communications
03.2010 - 07.2010
Cease Coordinator
Cable & Wireless
11.2006 - 01.2010
Installation & Fault Repair Coordinator
Bharti Airtel Limited
10.2005 - 11.2006
Customer Care Assistant
Tata Teleservices
03.2003 - 06.2005
Bachelor of Science - Electronics
Madras University
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