Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shiva Zagade

Pune

Summary

Dynamic and results-driven Operations Manager with 7+ years of expertise in team leadership, KPI optimization, client handling, and operational efficiency. Adept at managing escalations, fostering team motivation, and conducting business review meetings to drive strategic success. Seeking an opportunity to leverage management acumen and technical expertise in a progressive organization.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Operations Manager

Mindtree Ltd
05.2022 - Current
  • Company Overview: Microsoft.
  • Direct and oversee team management, ensuring seamless workflows, and high-impact service delivery.
  • Analyze and enhance KPI metrics, driving continuous performance improvements.
  • Handle client relationships and escalations, ensuring optimal resolutions, and service excellence.
  • Foster employee engagement through involvement activities, team motivation, and process optimizations.
  • Lead weekly and monthly business review meetings, presenting insights for strategic decision-making.
  • Oversee Microsoft Teams, EXO, and SPO infrastructure, ensuring uninterrupted enterprise communication.
  • Conduct triages, testing, and technical troubleshooting, optimizing operational workflows.
  • Educate and support engineers on Microsoft Teams architecture, updates, and diagnostic tools (Fiddler, NetMon, ProcMon).

Technical Lead

Concentrix Inc.
03.2019 - 05.2022
  • Company Overview: Microsoft
  • Served as a technical escalation point, guiding engineers through complex issues and technical challenges.
  • Completed Microsoft MS 740 certification, showcasing expertise in Microsoft Teams troubleshooting.
  • Conducted root cause analysis and technical investigations, ensuring timely resolutions.
  • Provided advanced support to Microsoft's premier partners, enhancing collaboration and technical efficiency.
  • Microsoft

Associate - Ops

WNS
11.2017 - 01.2019
  • Provided Active Directory and Exchange management, ensuring efficient account creation and security settings.
  • Managed mailbox configurations, permissions, and Office 365 troubleshooting.
  • Supported enterprise tools including Teams, Skype for Business, VPN, Citrix VDI, and other applications.

Education

BSc - IT

Lords College
Mumbai

HSC -

Bhavans College
Mumbai

SSC -

Gokhale High School
Mumbai

Skills

  • Microsoft Teams
  • Office 365
  • Skype for Business
  • Azure AD
  • SharePoint & OneDrive Fundamentals
  • Exchange Online Basics
  • KPI Management
  • Operations Leadership
  • Client Handling & Escalations
  • Log Analysis & Troubleshooting
  • Business Review Calls

Certification

  • Microsoft MS 740 Certification, 2021
  • Java & SQL Certification, SEED INFOTECH, 2017
  • C Programming, NIIT, 2014
  • iLead Certification for Leadership program

Timeline

Operations Manager

Mindtree Ltd
05.2022 - Current

Technical Lead

Concentrix Inc.
03.2019 - 05.2022

Associate - Ops

WNS
11.2017 - 01.2019

BSc - IT

Lords College

HSC -

Bhavans College

SSC -

Gokhale High School

Similar Profiles

CREATE PROFILE
Shiva Zagade