Saad Murshedkar
Navi Mumbai
Summary
Dynamic Cloud Operations Manager with a proven track record at CloudEQ Software India Pvt. Ltd., skilled in strategic service delivery and operations management. Experienced in driving continuous process improvement and leading high-performing teams, showcasing collaboration and innovation skills. Achieved significant enhancements in ITIL process management and SLA adherence, demonstrating technical expertise and leadership acumen.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Cloud Operations Manager
CloudEQ Software India Pvt.Ltd
Punjab
01.2023 - 08.2024
- Spearheading the AWS project transition and BAU work, along with active participation in the transition of various project activities: driving a team of 30+ members.
- Managing the entire change management flow for Azure and AWS Project.
- Monitoring the effectiveness of Incident, Problem, and Change Management processes and making recommendations for improvement.
- Representing IPC on monthly calls with clients.
- Driving the MIM technical P1 Call for Azure VMs.
- Reviewing the MIR (Major Incident Reports), RCA prepared by Problem Managers, PIR (Post-Implementation Report) for all failed, unauthorized changes.
- Leading the service improvement plan for SLA failures with ITSM and SLM.
- Monitoring the effectiveness of incident management and making recommendations for improvement.
- Directing the Automation task for Continuous Service Improvement.
- Monitoring the effectiveness of Incident, Problem, and Change Management Process and sharing recommendations for improvement.
- Developed and implemented operational procedures to ensure quality standards are met.
- Supporting the technical support executives in their administrative tasks, issues with the software, and technical specific queries related to Azure technologies.
- Delivering process breakthrough improvements towards business excellence by adopting business process improvement techniques and ensuring quality compliance.
- Initiating and managing complex, departmental work by building a governance model and driving continuous improvement in metrics, SLA, and automation.
- Heading cross-functional projects through discovery and implementation of technology-led solutions to lower costs and improve services.
- Strategically establishing and improving policies in line with the best practices.
- Directing hiring/staffing to maintain a diverse and effective workforce and ensuring an effective performance management plan for teams.
- Managing the PMO Team and providing performance feedback and goal setting; conducting annual performance assessments and skill development and training.
- Developed dashboards for tracking key performance indicators related to usage, cost optimization and performance optimization.
- Collaborated with internal stakeholders such as IT Security team or Network Operations team when needed.
- Managed projects related to deployment of new features or capabilities within a given cloud environment.
- Ensured compliance with corporate policies regarding security, privacy, reliability and availability of the hosted services in the cloud environment.
Team Manager
Capgemini
Navi Mumbai
08.2015 - 01.2023
- Company Overview: Managed multiple clients for Office 365 and Azure technology.
- Manage a team of Office 365 administrators, providing guidance, support, and training for continuous improvement.
- Work closely with security, network, and compliance teams to ensure Office 365 integration with the organization's IT infrastructure.
- Manage a team of Office 365 administrators, providing guidance, support, and training for continuous improvement.
- Oversee the setup, configuration, and administration of Office 365 applications (e.g., Exchange Online, SharePoint, OneDrive, and Teams).
- Monitor the performance and health of Office 365 services, ensuring continuous availability and performance optimization.
- Managed Office 365 transition and documentation, part.
- Act as a liaison between IT, business units, and executive stakeholders to understand Office 365 needs and align with business goals.
- Leading the I-Sow Creation and managing the cost as per the allocated budget.
- Maintain documentation of Office 365 configurations, policies, and procedures for future reference and compliance audits.
- Implement Office 365 best practices to maximize performance, security, and efficiency within the organization.
- Monitor Office 365 usage and make recommendations to optimize license allocation and minimize costs.
- Monitor user adoption and application usage, identifying underutilized features, and providing recommendations for improvements.
- Establish and enforce security protocols, including multi-factor authentication (MFA), data loss prevention (DLP), and conditional access policies.
- Managing the escalation of technical and process issues related to Azure and Office 365.
- Monitoring Office 365 and Azure environment via automation.
Senior Technical Consultant for Microsoft Exchange
Wipro BPO Ltd.
Navi Mumbai
02.2010 - 08.2015
- Conducted client meetings to discuss project status and recommend new strategies as needed.
- Provided technical assistance and support to clients with Office 365 applications.
- Configured, tested, and maintained Office 365 environment for end users.
- Developed scripts to automate administrative tasks in Office 365.
- Monitored Exchange Online mailboxes for system performance and user experience.
- Managed user accounts in Active Directory and Azure AD Connector.
- Collaborated with other IT teams on projects involving integration between existing systems and Office 365 solutions.
- Configured, monitored and maintained email applications or virus protection software.
- Managed the Technical Support calls for email servers (Exchange 2003, 2007, 2010, and 2013).
- Led the Microsoft Exchange server installation and Configuration (2003, 2007, 2010).
- Troubleshooting related to MS Exchange and Office 365 cloud-based services.
- SMTP relay, DNS, and mail flow under a hybrid environment
- Mail issue, mailbox creation, DL creation, new policy creation, and profile issue.
- Active Directory synchronization issues with Office 365.
- Promoted continuous improvement for IT governance processes.
Senior Customer Support Professional
Accenture India Pvt. Ltd.
Mumbai
05.2006 - 01.2010
- Supported the customer to configure DSL routers. Resolved the internet connectivity issues for AT&T customers.
- Resolved the internet connectivity issues for AT&T customers.
- Assisted the customers with password reset and email account-related issues.
Technical Support Professional
Wipro BPO Ltd.
10.2003 - 02.2006
- Acted as a Technical Support Engineer for Microsoft Office Application, an inbound voice-based process from Nov 2004 till Feb 2006
- Delivered direct technical assistance to the customers for issues of using, maintenance & management of Microsoft office software
Education
B.Sc. (IT) - Information Technology
Sikkim Manipal University
07-2014
Skills
- Strategic Service Delivery Management
- Operations Management
- Continuous Process Improvement
- Process Transition/Stabilization
- Incident, Problem, and Change Management
- ITIL Process Management
- SLA / TAT Management
- Team Building and Training
- Budgeting and Cost Control
- Technical Support
- Change Agent
- Collaborator
- Communicator
- Innovator
- Planner
- Thinker
Certification
- Certified Connected Manager Program from Capgemini and Harvard ManageMentor.
- Agile with Atlassian Jira from Coursera
- Six Sigma Principles from Coursera
- Six Sigma Tools for Improve and Control.
- ITIL Foundation V4 Certified
- ITIL Foundation V3 Certified
- Introduction to G Suite from Coursera
- MCP Certification in Exchange 2003 Server
Languages
- English
- Hindi
- Marathi
Awardsandaccolades
- Longer Service Award, 08/13/20, For 5 years dedicated association with Capgemini.
- Extra Mile Award, Q1 & Q2 2019 and Q4 2015, By Capgemini Infra Services.
- Summit Awards, 01/09 & 04/07, From Accenture India Pvt. Ltd.
- Certificate for excellent work, 07/07, For client service and delivering high performance from Accenture India Pvt. Ltd.
- Pragati, 04/05, For providing technical information benefitting agents to bring down AHT from Wipro.
- Certificate of Excellence, 2004, For Customer Satisfaction from MS-BBN.
Personal Information
- Passport Number: P1656671
- Passport Expiry Date: 04/28/26
- Title: Team Manager
- Date of Birth: 03/05/81
- Visa Status: B1/B2 USA validity 2026
Languages
English
First Language
Accomplishments
- Awarded the Extra Mile Award by Capgemini Infrastructure Services for Q4 2015
- Received appreciation from Pillai's Institute of Information Technology, Engineering
- Honored with the Summit Award for the month of January 2009 by Accenture, India, Pvt Ltd.
- Received the Summit Award for the month of April 30th, 2007, from Accenture India Pvt. Ltd.
- Received a certificate for outstanding performance in client service and high achievement for the month of July 2007 from Accenture, India Pvt Ltd.
- Awarded the Pragati recognition by Wipro for delivering technical insights that enabled agents to reduce Average Handling Time (AHT) on April 16, 2005. Received Pragati from Wipro for providing technical information that benefited agents in bringing down AHT as of April 16, 2005
- Received a Certificate of Excellence from Wipro for Customer Satisfaction during my tenure with MS-BBN in the year 2004
Affiliations
- Date of Birth: 5th March 1981
Languages Known: English, Hindi and Marathi
Address: 2/204, Shiv Balaji C.H.S.Ltd., Sector-19, Kharghar, Plot 33,
Navi Mumbai - 410210,
Maharashtra, India
Passport Number: P1656671 ||
Validity: 28/04/2026
Visa: B1/B2 USA validity 2026
References
References available upon request.
Timeline
Cloud Operations Manager
CloudEQ Software India Pvt.Ltd
01.2023 - 08.2024
Team Manager
Capgemini
08.2015 - 01.2023
Senior Technical Consultant for Microsoft Exchange
Wipro BPO Ltd.
02.2010 - 08.2015
Senior Customer Support Professional
Accenture India Pvt. Ltd.
05.2006 - 01.2010
Technical Support Professional
Wipro BPO Ltd.
10.2003 - 02.2006
- Certified Connected Manager Program from Capgemini and Harvard ManageMentor.
- Agile with Atlassian Jira from Coursera
- Six Sigma Principles from Coursera
- Six Sigma Tools for Improve and Control.
- ITIL Foundation V4 Certified
- ITIL Foundation V3 Certified
- Introduction to G Suite from Coursera
- MCP Certification in Exchange 2003 Server
B.Sc. (IT) - Information Technology
Sikkim Manipal University
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