Tushar Gaikar
Mumbai
Summary
Results-oriented IT Operations Lead with 12 years of experience managing global infrastructure, driving process automation, and delivering exceptional SLA performance. Proven record in digital transformation, cost optimization, and team leadership.
Overview
13
13
years of professional experience
Work History
Operations Lead
Wipro Technologies
05.2022 - Current
- Led large-scale IT transformation projects across multiple domains, achieving ₹15 Cr cost savings through efficient delivery and risk management.
- Maintained 99.5% Incident and 98.5% Service Request SLAs, ensuring infrastructure reliability and client trust.
- Directed a 30+ member service desk, managing VIP escalations, SLA compliance, and service excellence.
- Implemented process improvements, automation, and cross-skilling initiatives, reducing manual effort and cutting onboarding time by 30%.
Product Support
WhiteHat Jr Pvt. Ltd
06.2020 - 05.2022
- Led global operations of 80+ agents across the US, CA, and UK, ensuring KPI delivery and consistent service excellence.
- Resolved product flow & performance lags by analyzing Datadog logs and SQL queries, improving stability and user experience.
- Optimized workforce efficiency through cross-training, automation, and data-driven process improvements.
- Managed trial operations, funnel metrics, and partner teams across inbound, outbound, and chat support.
- Drove RCA and CAPA analysis, SOP creation, and performance reporting to strengthen operational governance.
- Enhanced customer experience by proactively addressing issues, improving satisfaction, and retention rates.
Senior Advisor
Concentrix
01.2018 - 02.2020
- Managed a 20-member technical team, providing guidance, training, and timely support to improve advisor performance and customer interactions.
- Assisted with account updates and material requests, ensuring accurate and prompt resolution of issues.
- Recommended technical solutions and process improvements to address recurring challenges and enhance business performance.
- Maintained quality and accuracy of technical guidance, ensuring consistent service excellence.
Technical Support Engineer L2
SAAR IT Resource Pvt. Ltd
02.2015 - 05.2017
- Delivered timely second-level technical support and knowledge resource management to elevate advisor performance and issue resolution.
- Ensured accurate database updates and communication flow for efficient team operations.
L2 Tech Caller
Lester Info Service Pvt. Ltd
02.2014 - 01.2015
- Identified, troubleshot, and resolved complex system issues, providing detailed problem analysis and solutions.
- Enhanced customer experience by guiding users through application and peripheral installations.
Technical Support Engineer
Precision Infomatic Pvt. Ltd
10.2012 - 03.2014
- Resolved hardware, software, and networking issues for clients, including troubleshooting MS Office suite problems.
- Delivered customer support with emphasis on clear communication and effective problem solving.
Education
Bachelor of Science - Information Technology
Mumbai University
Mumbai01.2012
Skills
- Team Leadership
- Workforce Management
- SLA Management
- Incident & Problem Management
- Change Management
- Data Analysis
- Service Desk & Escalations
- Client & Stakeholder Relations
- ITIL & ITSM Practices
- Quality Assurance
Language Known
English
Marathi
Hindi
Timeline
Operations Lead
Wipro Technologies
05.2022 - Current
Product Support
WhiteHat Jr Pvt. Ltd
06.2020 - 05.2022
Senior Advisor
Concentrix
01.2018 - 02.2020
Technical Support Engineer L2
SAAR IT Resource Pvt. Ltd
02.2015 - 05.2017
L2 Tech Caller
Lester Info Service Pvt. Ltd
02.2014 - 01.2015
Technical Support Engineer
Precision Infomatic Pvt. Ltd
10.2012 - 03.2014
Bachelor of Science - Information Technology
Mumbai University
PERSONAL PROFILE
- Date of Birth: 6th June 1990
- Nationality: Indian
- Passport: N4171167