Headline

IT Operations Team Lead | Endpoint Management | ServiceNow | ITIL | Service Delivery & Technical Operations

About

IT Operations and Service Delivery professional with 4.5+ years of experience managing enterprise IT environments and supporting 5000+ users across multiple locations. Currently working as an IT Operations Team Lead, handling both operational leadership and hands-on technical responsibilities. I specialize in endpoint management, incident management, and SLA-driven service delivery using tools like Microsoft Intune, ServiceNow, SCCM, and Microsoft 365. I have experience leading teams, managing escalations, improving incident resolution efficiency, and ensuring high-quality IT services for business and executive stakeholders. I bring a strong balance of operations management and technical expertise, helping organizations improve service performance and operational efficiency. Open to opportunities in IT Operations, Service Delivery, End User Computing and Endpoint Management roles across Mumbai, Pune, Remote, GCC, and Europe. KEY ACHIEVEMENTS:- • Reduced incident resolution time by optimizing escalation handling and ServiceNow workflows • Improved endpoint compliance and security using Microsoft Intune (Company Portal) across enterprise environment • Maintained consistent SLA performance in high-volume IT operations supporting 5,000+ users • Enhanced onboarding and endpoint lifecycle efficiency across multiple locations • Delivered reliable IT support to VIP and executive users with minimal business disruption

Location

Mumbai Metropolitan Region

Work experience

IT Operations (Administrator → Team Lead) at Wipro, Mar 2024 - Present · 2 yrs 2 mos, Mumbai, Maharashtra, India, • Managed IT operations for 5000+ users across multiple locations, ensuring high SLA compliance • Led a team of 10–15 engineers, improving ticket closure efficiency and reducing escalation backlog • Managed incident lifecycle using ServiceNow, improving resolution time and service quality • Administered endpoint environments using Microsoft Intune and SCCM, ensuring compliance and security • Acted as escalation point for critical and VIP incidents, minimizing business impact • Monitored SLA/KPI metrics and drove continuous service improvement • Coordinated with infrastructure, network, and vendor teams to resolve complex issues

IT Support (Intern → Junior Technician) at Ubisoft, Jun 2021 - Sep 2023 · 2 yrs 4 mos, Pune Division, Maharashtra, India, • Provided L1–L2 IT support for enterprise users across Windows and macOS environments • Resolved hardware, software, and network issues, reducing downtime and improving productivity • Deployed and configured endpoints, improving onboarding efficiency • Supported patching, endpoint security, and compliance activities • Created documentation and knowledge base articles to improve support efficiency

Education

Bachelor of Commerce, University of Mumbai