Pratish Kurup
Information Technology Operations Manager
Mumbai,Maharashtra
Summary
A Result-oriented professional with over 15 years of experience in IT Infrastructure Management, Service Operations &Budgeting & Cost Control, Lean People Management and streamlining process as per ITIL Standards. Proficient in managing Critical operation challenges, Major Incidents and Customer communications. Swiftly completing projects with competent cross-functional skills and ensuring on time deliverables within pre-set cost parameters. Expertise in defining & implementing service standards and guidelines that serve as benchmark for excellent service delivery. Track record of streamlining the processes through continuous service improvement plans.
An enterprising leader with skills in leading personnel towards accomplishment of common goals. Maintaining exceptionally high customer service standards and strive to constantly meet and exceed challenging targets. Strong presence and speaking skills, with the ability to influence and motivate multiple senior executive stakeholders at different levels. Providing quality Customer Experience at the meetings, published CSE standards in accordance with the objectives.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
3
3
Certifications
4
4
Languages
Work History
IT Head
EHUB Corporate Services, V.Group
Mumbai
11.2019 - Current
- Driving improvements to quality of services provided by IT team in line with ITIL best practices to Group
- Directly responsible for Global IT Service desk team, Vessel IT team & India Infrastructure team with 20+ technicians as direct reports.
- Travelling globally to represent IT Service Operations team to ensure smooth collaboration, influence decisions for business and maintain relationships.
- Strong track record in leading, engaging, and developing multidisciplinary team.
- Setup overall IT strategy and drove process improvement with introducing new ITSM tool (Fresh Services)
- Successfully designed, integrated and implemented ITSM tool for both office and Vessel support.
- Implemented operations strategy, structure, and processes as per ITIL standards.
- Responsible for all IT procurement in India offices & vendor management.
- Facilitate communication between project teams, management and stakeholders and creation of management reports for leadership teams.
- Leading projects on vessel IT side and working towards completion with cross functional teams involvement.
- Leading GLOBAL cross functional teams by building strong relationships and influencing key internal stakeholders in each region and aligning with their expectations regularly.
- Responsible for providing weekly, monthly and quarterly reports to the management team on the progress for both Office IT & Vessel IT support
- Constantly strategizing to help scale the revenue & operations for and analyzing projects and plans using data and detailed analysis of a process.
- Establish common processes throughout enterprise and responsible for providing program facilitation through planning, organizing, coordinating, and monitoring implementation activities.
- Providing Feedback to associates on negative feedbacks and following up with end users on their negative feedback.
- Assisted customers by answering questions and fulfilling requests.
Assistant Manager
Prudential Global Services
Mumbai
09.2014 - 11.2019
- Managing first line IT Service desk team with 12 technicians as direct reports
- Provide effective situation management and escalation to ensure stakeholder satisfaction
- Risk and Issue Management - ensuring Program Risks and issues are being managed and resolved in timely manner
- Develop workshop, meeting material, presentation and reports with input from Program Managers and key stakeholders
- Provide administrative support to team.
- Arranging program meetings/workshops, recording minutes of meeting and thereby, circulating same to stakeholders, team members etc..
- Assist with project management and working across multiple geographies and time zones
- Collaborating with Learning & Development team, for training, quality, performance improvements and liaise with stakeholders to conduct training & coaching to ensure proper knowledge of work strategies
- Setting performance goals for my team and monitoring progress by regular 1:1’s, holding accountability for achieving results while maintaining high standards of quality and consistency
- Designed entire architecture of new knowledge base articles and built, self sufficient Knowledge base for IT team and counterparts as 'Go-To document'
- Work closely with finance team to raise and roll out Monthly and Quarterly bills back to UK Team for services and support provided
- Lead All India Capita Support Team which included monthly and quarterly meeting on site with Capita Management Team
- Also, acted as Single Point of Contact (SPOC) for all Capita escalations and feedbacks.
Team Leader
NCR Corporation India Pvt Ltd
Mumbai
04.2006 - 08.2014
- Supports various project activities UAT (User Acceptance Testing), SIT (System integrated testing), and review of FRD (Functional requirement) and BRD (Business requirement) documents, etc
- Manage implementation strategy, organizational change management, strategy execution and production support, defect/problem tracking, Maintenance & Operation and test
- Collaborates with business partners and global stakeholders to drive cross-work stream escalation and issue resolution
- Acted as Single Point of contact (SPOC) for McAfee product (across all regions)
- Job Profile includes taking ownership of driving process knowledge in team, problem solving, understanding KPI
- Maintain and publish multiple reports for IT team, like CSAT, SLA report, team individual performance report etc.
- Performing RCA as and when required, and share with management teams for future references.
- Driving my team to meet and excel in all SLA/SLO targets.
- Coordinating with client and Knowledge Engineer for Procedure Documents to be updated
- Assisting manager with account related data
- Providing Feedback to associates
- Circulating and implementing all process related updates
- Coordinating with Support services like Quality and V&A
- Providing quality Customer Experience on telephone meeting and publish CSE standards in accordance with objectives
- Maintaining exceptionally high customer service standards and strive to constantly meet and exceed challenging targets
- Resolving queries, complaints and situations by exercising appropriate judgment across all products offered by process.
Education
B.Com - Business Management
Mumbai University
Mumbai 01.2002 - 01.2005
Skills
IT Infrastructure Managementundefined
Certification
Certified ITIL V4 Foundation from EXIN
Timeline
IT Head
EHUB Corporate Services, V.Group
11.2019 - Current
Assistant Manager
Prudential Global Services
09.2014 - 11.2019
Team Leader
NCR Corporation India Pvt Ltd
04.2006 - 08.2014
B.Com - Business Management
Mumbai University
01.2002 - 01.2005
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