Sharad Dube
IT Operations Leader
Bengaluru,KA
Summary
Experienced IT and Operations Leader with 12+ years of expertise in managing global infrastructure projects, improving support operations, and leading multi-region teams. Proven ability to reduce turnaround time, optimize IT budget utilization, and deliver high-quality enterprise solutions to drive customer satisfaction.
Overview
12
12
years of professional experience
2010
2010
years of post-secondary education
1
1
Certificate
Work History
Manager IT
Granicus Technologies India Pvt Ltd
07.2021 - 03.2025
- Lead a team of 10 helpdesk & desktop support engineers across APAC, UK, and ANZ regions
- Set up the Granicus Innovation Center in Bengaluru including full-scale IT infrastructure
- Oversaw IT Budgets, compliance, stakeholder management, and procurement for all IT assets
- Installed and configured network switches, servers, and access points
- Implemented policies globally across India, Australia, and UK offices
- Improved SLA compliance and reduced TAT by developing measurable KRAs
- Delivered projects within budget and timelines, ensuring high stakeholder satisfaction
- Led end-to-end Incident Management processes, ensuring timely resolution of P1/P2 incidents and continuous improvements
- Collaborated with global IT teams for root cause analysis (RCA) and implemented corrective/preventive actions
- Maintained incident logs, trend reports, and dashboards to improve response times and reduce recurrence
Technical Lead
HKS Inc.
08.2018 - 07.2021
- Provided L2/L3 support for 250+ staff across the APAC region
- Led hardware refresh projects to boost productivity
- Implemented seamless COVID-19 WFH transition
- Deployed OKTA MFA in collaboration with IT Security
- Cut TAT from 36 to 8 hours
- Travelled to Singapore, Shanghai, and Abu Dhabi to standardize IT infrastructure
- Contributed to ServiceNow migration from BMC Remedy
- Handled critical incident escalations across regions, coordinating with global teams to restore services efficiently
- Documented incident resolution workflows and created SOPs to reduce MTTR
- Participated in change and incident review meetings to improve service continuity
Technical Analyst
Fidelity International
11.2015 - 08.2018
- Supported users in APAC and EMEA
- Acted as shift lead during manager's absence
- Managed Citrix profiles and patching
- Trained new hires; authored knowledge base content
- Migrated collaboration tools from MS Teams to Zoom
- Monitored and responded to incidents via ServiceNow, ensuring SLA adherence
- Worked closely with cross-functional teams during major incidents to expedite resolution
- Escalated persistent issues to problem management and participated in post-incident reviews
System Administrator
Wipro
09.2014 - 10.2015
IT Analyst
Teleperformance USA Group
05.2013 - 09.2014
Education
Bachelor of Engineering (B.E.) - Information Technology
DY Patil College of Engineering
Skills
IT Operations
Desktop Support
Service Management
Project Management
Stakeholder Engagement
Team Building
Vendor Management
Remote Support
IT Budgeting
Procurement
Websites
Certification
ITIL v4 Foundation Certified
Timeline
Manager IT
Granicus Technologies India Pvt Ltd
07.2021 - 03.2025
Technical Lead
HKS Inc.
08.2018 - 07.2021
Technical Analyst
Fidelity International
11.2015 - 08.2018
System Administrator
Wipro
09.2014 - 10.2015
IT Analyst
Teleperformance USA Group
05.2013 - 09.2014
Bachelor of Engineering (B.E.) - Information Technology
DY Patil College of Engineering