Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Notable Accomplishments
Area Of Expertise
Timeline
Generic
Pradeep Kumar Rai

Pradeep Kumar Rai

Dallas,TX

Summary

Dynamic Technical Operations Manager with a proven track record at AWS USA, excelling in project management and performance improvement. Skilled in AWS cloud services and team development, I drive innovative solutions that enhance customer experiences and operational efficiency. Passionate about fostering collaboration and achieving excellence in technical support.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Technical Operations Manager

AWS USA
Dallas, USA
07.2022 - Current
  • Company Overview: AWS Support Engineering
  • As an Operations Manager, I’m responsible for the day to day management, leadership, development, coaching and engagement of highly skilled and deeply technical support engineers who are focused on delivering an extraordinary customer experience in every interaction.
  • I’m leader to the technical team working with customers from multi Locations.
  • Managing technical and analytical teams having 18+ Engs.
  • Driving projects to improve support-related processes and the technical support experience and contribute in the growth and success of customers.
  • Drive and further develop the engineers.
  • Hire, Develop and Inspire a team of Leads, Engineers and Associates.
  • Performing Evaluation and performance management for Technical engineers including sharing feedback, Strengths, improvement opportunities and on need basis Exit management of resources (voluntary, in-voluntary).
  • Work closely with peers to workforce plan, drive initiatives and outcomes at the site, regional and global level.
  • Leverage day-to-day experiences to provide the voice of the customer to internal teams.
  • Managing Field technical support inquiries from customers.
  • Complete analysis and present periodic reviews of operational performance.
  • Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning.
  • Make recommendations to customers about how new service offerings fit in their company architecture.
  • Champion and advocate for customer requirements within Organization (be their voice).
  • Work with some of the leading technologists around the world.
  • Work directly with Multiple Amazon Teams and service engineers to ensure that customer issues are resolved as expediently as possible.
  • AWS Support Engineering

Regional IT Manager

AWS India
Bangalore, India
12.2020 - 07.2022
  • Company Overview: IT Services Corp
  • IT Operation Support for India with direct responsibility of Bangalore & Chennai.
  • Procured IT resources for strategic and operational computing requirements.
  • Understanding of IT requirement for Internal Customers and New Onboarding Projects.
  • Leading a team of 35+ Team members (L3, L4, L5 - Blue badge) and Yellow badges (approx. 40-50) resources).
  • Working with all Domain SME’s to ensure all Corp service are running fine.
  • Engagement with the government agencies for statutory compliance of the Special Economic Zone (SEZ).
  • Business Continuity Planning in case of crisis in the delivery centers in accordance with the Corporate Risk & Compliance guidelines.
  • Driving India & Global Level Initiatives and Projects.
  • IT Services Corp
  • Resolved conflicts between different stakeholders regarding IT projects.
  • Monitored system performance and identified areas for improvement.
  • Managed the installation, configuration, maintenance, and troubleshooting of network systems.
  • Collaborated with other departments to develop innovative solutions for complex problems.
  • Assessed current infrastructure capabilities against future requirements.
  • Performed regular system audits to identify potential risks or vulnerabilities.
  • Developed and implemented IT policies and procedures to ensure compliance with industry standards.
  • Analyzed user needs and developed specifications for new systems or modifications.
  • Supervised lifecycle processes pertaining to IT framework.

Associate General Manager

HCL Technologies
09.2011 - 12.2020
  • Company Overview: Global IT Associate General Manager
  • IT Operation Support for 2 North delivery Center having 30 K user Base.
  • Understanding of IT requirement for New Onboarding Projects.
  • Leading a team of 100+ EUC resources (Core Engs and third part resources).
  • Working with all Domain SME’s to design appropriate IT Solution and implementation.
  • Designing strategy to ensure the uptime of all Critical Corporate Services and the datacenter in consultancy with the technical architects of Power, Server, Network, Security, and Application.
  • Engagement with the government agencies for statutory compliance of the Special Economic Zone (SEZ).
  • Ensuring all IT Compliance level as per the standard Audit requirements.
  • Business Continuity Planning in case of crisis in the delivery centers in accordance with the Corporate Risk & Compliance (R&C) guidelines.
  • Managing global Service Desk supporting all HCL Employees (~150 K) across the India & GEO Locations.
  • People management of 160 resources part of Technical Service Desk and Remote Support Team.
  • Operational Support for Premium Customers along with Critical Incident Management.
  • Accountable for due diligence and onboarding of new End User Computing (EUC) services to production.
  • Identifying and Executing CSI (Continual Service Improvement) programs to improve End User experience.
  • Global IT Associate General Manager

Operations Manager

Wipro Infotech
06.2008 - 09.2011
  • Accountable for managing all 39 Custom location’s, Icegate Datacenter & Helpdesk.
  • Responsible for understanding of Customer requirements, Converting into IT Needs and implementation as per need.
  • Translates customer needs, identified technology and non-technology opportunities into detail offerings, solutions and proposals in case of new business requirement.
  • Work with other partners (TCS, HP, NIC etc.) to Meet Customer Requirement or in case of service Outage identify reasons and create solutions.
  • Participate in Vendor Management (VM) Governance Committees and manages multi-provider issues, risk and disputes. Develop anonymous collaboration between the vendors.
  • Hire, coach and develop a team (size-100+) of technical staff to meet customer Business objectives.

Education

Bachelor of Arts -

Skills

  • AWS cloud services
  • Technical support
  • Project management
  • Service delivery
  • Performance management
  • Vendor management
  • Process improvement
  • Stakeholder engagement
  • Information security
  • Incident management
  • ITIL framework
  • Technical leadership
  • Data center management
  • IT infrastructure
  • Compliance management
  • IT service transitioning
  • Facility creation
  • End-user computing management
  • Service desk operations
  • Customer engagement strategies
  • Team management and development
  • People excellence initiatives
  • Financial oversight
  • Bid management strategies
  • Team building and collaboration
  • Leadership development
  • Motivational techniques
  • Effective communication skills
  • Change management practices
  • Collaborative teamwork approaches
  • Innovative problem-solving

Certification

  • AWS Business Professional
  • AWS Technical Professional
  • Prince 2
  • ITIL V3 Foundation
  • ITIL Intermediate Service operation & Service Transition Module
  • ITSM
  • FIRST LEADERSHIP PROGRAMME in Wipro
  • Service Excellence Programme
  • Six Sigma (Internal)
  • Lean (Internal)

Personal Information

Date of Birth: 02/26/82

Notable Accomplishments

  • Awarded by Global IT head and Business Head for contribution in growth of Lucknow centre crossing 4K user in 2018.
  • Awarded by HCL CIO as Catalyst for Driving Operational Projects & New Facility Setup in 2016.
  • Awarded by HCL CIO as Transformer for implementing Optimized and cost-effective practices consecutively in 2014 & 2015.
  • Awarded by Honourable Governor & Chief Minister of Maharashtra for Best E-Governance Portal in 2010 for Customs Project during working with Wipro.
  • Participated in getting ISO 27001 Certification for Customs Data centre.
  • Awarded by Custom Commissioner & Additional commissioner for best Operation Manager.

Area Of Expertise

  • AWS Cloud Services Business and Enterprise Support
  • IT Infrastructure
  • New IT Setup & Operations management
  • Centralized IT Functions management along with Critical & Premium Support
  • Service Delivery
  • Facility management for Enterprise Setup
  • End user Computing management
  • Data Centre Operations & Application management
  • Team Building & Leadership

Timeline

Technical Operations Manager

AWS USA
07.2022 - Current

Regional IT Manager

AWS India
12.2020 - 07.2022

Associate General Manager

HCL Technologies
09.2011 - 12.2020

Operations Manager

Wipro Infotech
06.2008 - 09.2011

Bachelor of Arts -

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