Ridhima Barsainya
Bhopal
Summary
Dynamic Global IT Support Manager with a proven track record at Redpin India Solutions, driving £200K+ in annual savings through strategic automation and operational excellence. Expert in unified communications and vendor management, fostering cross-functional collaboration to enhance service delivery and elevate end-user satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Global IT Support Manager
Redpin India Solutions Pvt. Ltd.
10.2024 - Current
- Own and lead global IT support operations across multiple international locations, managing a distributed support team across time zones.
- Drive service delivery excellence, ensuring SLA compliance, operational stability, and high end-user satisfaction.
- Led the migration from Mitel telephony to Zoom Workplace, significantly improving call quality and enabling sales teams to work more efficiently while reducing operational costs.
- Executed Microsoft ecosystem migration to Google Workspace and Slack, achieving annual cost savings of ~£200,000 through license and infrastructure optimization.
- Designed and implemented Slack-based ticket automation, eliminating manual ticket creation and accelerating issue resolution.
- Built and deployed automated IVR call flows to deflect common sales queries, helping reduce sales bandwidth loss and support dependency.
- Partner closely with Sales, Finance, HR, and Leadership teams to align IT strategy with business growth and scalability.
- Provide leadership in process improvement, documentation (SOPs), reporting, and automation initiatives.
- Key Achievements:
- £200K+ yearly cost savings
- ️ Reduced manual workload through automation
- Improved sales efficiency via telephony & IVR optimization
- Scaled and stabilized global IT support operations
Communication Engineer (with Management Responsibilities)
Red Hat India Pvt. Ltd.
Pune
08.2021 - 10.2024
- Provided technical and operational leadership for mission-critical enterprise communication and collaboration services globally.
- Acted as point of contact for escalations, mentoring junior engineers and supporting L2/L3 teams on complex issues.
- Managed vendor relationships, contract reviews, and performance tracking, including TCO analysis and cost optimization initiatives.
- Coordinated regulatory compliance with India’s Department of Telecommunications (DoT), audits, and documentation.
- Defined and maintained enterprise communication standards, processes, and KPIs.
- Delivered 24x7 critical support for unified communications platforms across multiple regions.
- Led and contributed to IVR call flow design, optimization, testing, and documentation.
- Configured and managed SBCs (AudioCodes, Ribbon, Sonus) and integrated them with PBX, SIP trunks, and UC platforms.
- Proactively communicated issue status, resolutions, and improvement plans to stakeholders.
ICT Engineer
Ericsson India Global Services
Noida
03.2019 - 07.2021
- Served as Skype/UC subject matter expert, collaborating with telecom, network, and AD teams.
- Led Skype for Business to Microsoft Teams migrations and supported enterprise telephony integrations.
- Designed solutions involving SBCs, SIP trunks, high availability, DR, and federation.
- Supported large-scale global UC environments with strong focus on reliability and performance.
Analyst
Cognizant Technology Solutions
Bengaluru
05.2018 - 02.2019
- Provided L1/L2 support for Skype for Business, Lync, and Mitel PBX environments.
- Performed real-time monitoring using SCOM, BSM, and resolved high-priority incidents.
- Worked in ITIL and Agile environments, supporting enterprise customers.
Education
PGDM - System Software Development
CDAC Bengaluru
Bengaluru01.2018
B.Tech - Electronics & Communication Engineering
HCST Mathura
Mathura01.2016
Skills
- Global IT Support & Operations Management
- Distributed Team Leadership
- Incident Management
- Problem Management
- Escalation Management
- ITIL Processes
- SLA Governance
- KPI Governance
- Unified Communications
- Telephony
- Vendor Management
- Cost Management
- Automation
- Workflow Optimization
- Stakeholder Collaboration
- Cross-Functional Collaboration
Certification
- ITIL Foundation v4
- Google Workspace Administrator
Personal Information
Title: Global IT Support Manager | IT Operations | Unified Communications
Additional Information - Global Mobility
US B1 Visa: Valid for 10 years – available for short-term business travel and onsite engagements.
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
Global IT Support Manager
Redpin India Solutions Pvt. Ltd.
10.2024 - Current
Communication Engineer (with Management Responsibilities)
Red Hat India Pvt. Ltd.
08.2021 - 10.2024
ICT Engineer
Ericsson India Global Services
03.2019 - 07.2021
Analyst
Cognizant Technology Solutions
05.2018 - 02.2019
PGDM - System Software Development
CDAC Bengaluru
B.Tech - Electronics & Communication Engineering
HCST Mathura