Summary
Overview
Work History
Education
Skills
Timeline
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Rishiraj Bhatnagar

IT Operations - Specialist
Noida

Summary

Accomplished IT Specialist with nearly 8 years in the Information Security and Technology domain, specializing in incident management, access and identity management, and technical troubleshooting. Proven expertise in Active Directory administration, user provisioning and de-provisioning, and managing complex technical queries. Adept at using tools like ServiceNow (SNOW) and SCCM for efficient problem resolution and system management. Demonstrated success in client and stakeholder engagement, ensuring high satisfaction through proactive communication and effective issue handling. A dedicated professional committed to maintaining secure and efficient IT environments, driving team performance, and supporting organizational growth.

Overview

8
8
years of professional experience

Work History

Assistant Lead - IT

Tech Mahindra
07.2021 - Current
  • Server and Software Access Management:Monitor and oversee server and software access, ensuring secure and efficient operation. Handle all tech-based queries related to server, access, network, and application performance.
  • Team and Client Success Management:Lead a team of 12 tech analysts and system administrators, ensuring effective team performance and client success. Manage stakeholder relationships and ensure client satisfaction through proactive communication and issue resolution.
  • Incident Management:Handle incident management to swiftly resolve technical issues and minimize downtime.
  • Technical Oversight and Query Resolution:Provide expert guidance and resolution for complex technical queries, leveraging in-depth knowledge of server, network, and application performance.
  • Stakeholder and Client Management:Engage with stakeholders to understand their needs and ensure alignment with business objectives. Maintain a strong focus on client success, managing expectations and delivering consistent results.

IT Senior Analyst

British Council
06.2020 - 07.2021
  • Access Management:Managed user accounts and access in Active Directory and client applications, ensuring secure and efficient user provisioning.
  • Incident Management:Led incident management and problem resolution using tools like SNOW, coordinating with technical teams for swift issue resolution.
  • Client Engagement:Engaged with clients and stakeholders, providing training, regular updates, and proactive support to ensure satisfaction and effective issue management.

IT Senior Analyst

HCL Technologies
08.2018 - 06.2020
  • Incident Management:Spearheaded incident resolution and problem management, ensuring rapid response and minimal downtime. Utilized SNOW for effective ticket management and coordination with technical teams.
  • Access and Identity Control:Oversaw user account creation and maintenance in Active Directory, ensuring secure and streamlined access for users across systems.
  • Stakeholder Coordination:Engaged with clients and stakeholders to provide timely updates and training, fostering strong relationships and ensuring high levels of satisfaction through proactive support.

IT Analyst

IBM
06.2016 - 05.2018
  • Incident Management:Led the swift resolution of critical incidents with severe business implications. Utilized SNOW for ticket creation and managed communication through calls, chat, and email to ensure minimal disruption.
  • Technical Support:Provided remote desktop support and initial troubleshooting for user access issues. Developed training manuals and conducted training programs for new employees.
  • Client Communication:Maintained strong communication with clients, regularly reviewing performance and providing recommendations for service improvement. Ensured client satisfaction through efficient issue handling and proactive updates.

Education

MBA - Finance

Banaras Hindu University
Varanasi, India
04.2001 -

BBA - Business Administration And Management

CSJM University
Prayagraj, India
04.2001 -

Skills

Incident Management

Active Directory Administration

Service Now (SNOW)

SCCM (System Center Configuration Manager)

Azure Active Directory

ITIL Framework

O365 Administration

Technical Query Resolution

Service Level Agreement (SLA) Management

Team Management

Timeline

Assistant Lead - IT

Tech Mahindra
07.2021 - Current

IT Senior Analyst

British Council
06.2020 - 07.2021

IT Senior Analyst

HCL Technologies
08.2018 - 06.2020

IT Analyst

IBM
06.2016 - 05.2018

MBA - Finance

Banaras Hindu University
04.2001 -

BBA - Business Administration And Management

CSJM University
04.2001 -

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Rishiraj BhatnagarIT Operations - Specialist