Operations Manager It
Resume:
Hrishikesh Inamdar
Summary
Accomplished Senior IT Leader with 20+ years of progressive experience
in IT Infrastructure Operations, Service Delivery, and Project Management across leading organizations including Zensar Technologies, Tech Mahindra, IBM, Wipro, and others. Expertise in managing global IT operations, multi-million-dollar projects, and large teams (100+ engineers) with consistent delivery of high availability, compliance, and service excellence. Proactive strategist with hands-on experience in ITIL processes, SLA/KPI governance, Change & Incident Management, Business Continuity, Disaster Recovery, and Audit/Compliance frameworks. Known for building strong stakeholder relationships, driving operational transformation, and enabling digital adoption with emerging technologies
(AI, Automation, Power BI).
Work history
Zensar Technologies - Senior IT Operations Manager Pune, Maharashtra
06/2022 - current
● Lead enterprise IT operations for multiple global clients, ensuring 24x7 service continuity and adherence to strict SLA/KPI benchmarks.
● Spearhead service capability transitions and new project ramp-ups, successfully onboarding new clients and building skilled teams to meet evolving demands.
● Defined and executed end-to-end project lifecycle strategies including requirements gathering, kick-off, QA participation, delivery monitoring, billing, and governance reviews.
● Championed Disaster Recovery (DR) and Business Continuity Planning
(BCP), ensuring zero downtime during critical incidents.
● Built and presented detailed executive reports for senior leadership, improving decision-making and client confidence.
● Strengthened global client relationships by aligning delivery with strategic objectives, leading to improved customer satisfaction scores
(CSAT/NPS).
Tech Mahindra - IT Operations Manager
Pune, Maharashtra
01/2015 - 06/2022
*******************@*****.***
Pune
linkedin.com/in/hrishikesh-inamdar-
868764181
Skills
● IT Infrastructure Management
● Global Service Delivery
● Project Lifecycle Management
● Governance
● Incident Management
● Problem Management
● Change Management
● ITIL
● SLA Compliance
● KPI Compliance
● OLA Compliance
● Reporting
● Business Continuity Planning
● Disaster Recovery
● DR/BCP
● Audit
● Compliance
● ISO
● TISAX
● Strada
● TUV
● Security
● Client Engagement
● Stakeholder Management
● CXO-Level
● Process Transition
● Transformation
● Continual Service Improvement
● CSI
● People Leadership
● Mentoring
● IT Strategy
● Directed multi-tower IT infrastructure support for diverse business units; ensured high-performance delivery across applications, servers, networks, and end-user computing.
● Owned service delivery governance, meeting SLA, KPI, and quality standards while driving Continual Service Improvement (CSI) programs.
● Partnered with executive sponsors, business leaders, and IT groups to align technology initiatives with business strategy.
● Successfully managed internal ISG & QWAY audits and external client audits including ISO, TISAX, Strada, TUV, and security assessments.
● Implemented robust Change Management controls, reducing risk during infrastructure transitions and upgrades.
● Managed a 100+ engineer workforce, overseeing recruitment, performance appraisals, training, and career development.
● Initiated process optimizations that improved delivery timelines and reduced operating costs by streamlining workflows.
● Actively represented Tech Mahindra in the Location Council and contributed to organizational events, branding, and employee engagement initiatives.
IBM - IPC Manager
Pune, Maharashtra
11/2012 - 01/2015
● Acted as Incident Manager handling high-severity IT Infrastructure tickets, restoring critical services with minimal business disruption.
● Owned Problem Management lifecycle - performed root cause analysis
(RCA) and implemented preventive measures to reduce recurring issues.
● Streamlined Change Management processes, ensuring smooth adoption of new systems with minimal downtime.
● Partnered with global domain teams to ensure alignment of IT operations with client SLAs and compliance requirements. Wipro Technologies - IT Customer Support Specialist Pune, Maharashtra
07/2004 - 11/2012
● Delivered multi-platform IT support covering Active Directory, Lotus Notes, Backup Administration, and system administration for multiple global clients.
● Drove service delivery performance management, ensuring SLA adherence, KPI tracking, and achieving margin goals.
● Supported capability-building initiatives, transitioning and scaling IT teams for new projects.
● Mentored and appraised junior engineers, contributing to team performance uplift and skill development.
Impact Systems & Consultants (for Wipro Ltd) - IT Customer Support Engineer
Pune, Maharashtra
09/2003 - 06/2004
● Provided desktop and server-level IT support including OS builds, software installations, network setup, and AD/Lotus Notes administration.
● Cost Optimization
● Financial Governance
● Emerging Tech
● Digital Tools
● Power BI Dashboards
● AI Tools
● Automation
Education
07/1995 - 05/1997
Sou Venutai Chavan Polytechnic
Pune
Diploma in Electronic Engineering
Certifications
● ITIL V3 Foundation, Wipro
Technologies, 04/01/01
● Agile & Scrum Master Training,
Simplilearn, 06/01/01
● AI Dashboard using MS Power BI, Skill
Nation, 06/01/25
● ChatGPT and AI, Skill Nation, 06/01/25
● ITIL V4 06/25
● Handled backup administration and server management, improving system stability and uptime.
Onward Technologies - IT Customer Support Engineer Maharashtra
08/1999 - 09/2003
● Supported nationalized banks across Maharashtra with desktop, hardware, and application-level IT services.
● Conducted preventive maintenance and troubleshooting for desktops, printers, and laptops, reducing incident turnaround times. Logitech Systems India - Customer Support Engineer Pune, Maharashtra
08/1997 - 08/1999
● Worked as a Desktop Production Engineer handling hardware assembly, OS/software installations, and troubleshooting.
● Provided IT support for banking sector clients, ensuring smooth day-to-day technology operations.
Technical Skills
● Infrastructure & Platforms: Active Directory, Lotus Notes, Backup Administration, OS Deployment, Server Management.
● Service Management Tools & Frameworks: ITIL,
Incident/Problem/Change Management, SLA & KPI Monitoring, DR/BCP.
● Audit & Compliance: ISO, TISAX, Strada, TUV, Security Assessments.
● Analytics & AI: Power BI Dashboarding, AI Adoption Tools (ChatGPT
& Automation).
● Team Management & Governance: People Leadership, Audit Readiness, Stakeholder Communication, Cross-functional Collaboration.
. #HRJ#e28fed82-5837-4cf3-9819-7ded73c722c1#
Contact this candidate