Ushasri Padala
Assistant Manager IT
Hyderabad
Summary
Results-driven IT Assistant Manager with 7.10 yrs of experience in overseeing IT operations and enhancing system efficiencies. Seeking to leverage expertise in project management and team leadership to support organizational goals at ZF India. Committed to fostering innovation and collaboration while ensuring optimal IT service delivery and user satisfaction.
Overview
2025
2025
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
IT Assistant Manager
ZF India
10.2022 - Current
- Mentored junior IT staff members, empowering them to grow professionally while contributing meaningfully to the team''s success.
- Managed multiple projects simultaneously while ensuring timely completion of each within allocated resources.
- Coordinated with vendors to procure hardware, software, and services at competitive rates.
- Collaborated with cross-functional teams to identify business requirements for IT projects, ensuring alignment with organizational goals and objectives.
- Optimized IT processes by analyzing performance metrics and implementing necessary improvements.
- Addressed user concerns promptly, fostering a positive work environment that emphasized customer service excellence within the IT department.
- Ensure the team is equipped with required resources to maintain the SLA targets.
- Leading the IT Service Desk for the region India.
- Conduct User Awareness sessions for the Employee to keep them updated regarding the IT practices and tools.
- Co-ordinate during internal and External Quality audits conducted.
Member Technical
CDK Global
Hyderabad
4 2021 - 10.2022
- Member of Enterprise IT supports CDK Employees
- Ensure to Meet the SLAs while working on the Incidents/Requests
- Provide Knowledge Transfer sessions to the new hires and Team members
- Creating Knowledge articles to streamline the Process
- Part of QA team to ensure team members are meeting the required Quality parameters
- Dispatch the tickets to the Team members to reduce the Ticket Backlog within the Queue
- Perform AD Cleanup for the contractors by deleting their profiles (Contract is completed)
- Need to provide on call support to the Employees within the Organization
- Monitor the Touch point Aux for the entire team
- Should join the Bridge call with Major Incident Management Team during Service disruptions (Outages)
- Figure out the workarounds during Downtime/Outages
- Utilize all the available Knowledge Resources while assisting the users
- Escalating the tickets to the concerned team by gathering the escalation minimums for every unresolved ticket in our Scope
Senior Process Associate
TCS
07.2019 - 04.2021
- Should provide voice support for the employees of client
- Should meet the required quality parameters
- Take all necessary actions to issues reported and resolve or escalate to the appropriate Next Level Support Teams
- Utilizing the available Knowledge Articles and Repositories to maintain the FCR
- Should assure the user's satisfaction and Offer additional assistance
- Analyzing and reporting the Service Disruptions at the earliest
IT Helpdesk Analyst (Level 1)
C3I Solutions (HCL Technologies)
04.2017 - 06.2019
- Provide comprehensive support services to the Employees of Client Organization
- Working within Service Level Agreements, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc
- Take all necessary actions to issues reported and resolve or escalate to the appropriate Next Level Support Teams
- Utilizing the available Knowledge Management Tools during the call
- Ensure customer satisfaction at the end of the call
- Analyzing and reporting the Service Disruptions at the earliest
- Member in Incident Management Team to meet the SLAs
Education
B. Tech - CSE
JNTUH
Hyderabad 09.2012 - 03.2016
Skills
Team collaboration and leadership
IT compliance
IT budgeting
IT risk assessment
IT asset management
Teamwork
IT service delivery
ITIL framework
Application support
Incident management
Incident reporting
Risk mitigation
Audit support
Analytical thinking
Team collaboration and leadership
Technical Skillset
- Operating systems —Windows 10, Windows 11 and MAC.
- Repositories Used: Microsoft Active Directory.
- Ticketing Tool & Knowledge Base Tools: BMC Remedy, Service Cloud and Service Now.
Disclaimer
I hereby declare that the above furnished information is correct to the best of my knowledge.
Personal Information
- Father's Name: Padala Ganesh
- Date of Birth: 04/28/1995
- Gender: Female
- Marital Status: Married
Timeline
IT Assistant Manager
ZF India
10.2022 - Current
Senior Process Associate
TCS
07.2019 - 04.2021
IT Helpdesk Analyst (Level 1)
C3I Solutions (HCL Technologies)
04.2017 - 06.2019
B. Tech - CSE
JNTUH
09.2012 - 03.2016
Member Technical
CDK Global
4 2021 - 10.2022
Similar Profiles
Pritesh WaghmarePritesh Waghmare
Data Analyst Trainee at ZF IndiaData Analyst Trainee at ZF India
Sreedharan DheenadayalanSreedharan Dheenadayalan
Senior Software Engineer at ZF IndiaSenior Software Engineer at ZF India
Dhandaiah KukkalaDhandaiah Kukkala
Safety Assessor at ZF India Pvt LtdSafety Assessor at ZF India Pvt Ltd