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
Certification
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
Websites
Certification
ITIL v3 Foundation Certified, 01/01/16
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
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