Jiban Paitandi

About Jiban Paitandi

Dynamic IT Operations Manager with over 15 years of experience in driving operational excellence and enhancing customer satisfaction within fast-paced environments. Expertise lies in managing IT infrastructure (Cloud and Network data/voice), leading service desk and NOC operations, and implementing continuous improvement initiatives that elevate project performance and deliverables. Proficient in fostering collaboration among cross-functional teams, providing technical guidance, and mentoring emerging talent to ensure seamless service delivery. Committed to leveraging analytical skills to identify opportunities for performance enhancement and streamline processes, ultimately elevating the overall customer experience. Ready to lead innovative IT solutions that align with organizational goals and client expectations.

Experience

1. Delivery Operations Manager

   Wipro

   Apr 2021 — Present · Bengaluru, IN

   Lead, mentor, and manage a global team of engineers in multiple geographic regions, giving direction on work assignments, expectations, and ensuring accountability.2. Manage overall IT end user computing (EUC) functions including desktop engineering, desktop support, application packing, operations system deployments, patching, management, Network Voice, Supply chain as well as hardware inventory and asset management.3. Lead IT meetings to ensure service delivery targets and operational requirements are met and new requirements are being identified ahead of schedule (resource forecasts, new systems requirements etc.).4. Follow up with customers to gauge their satisfaction with problem resolution, identify technical support problem areas based on CSAT scores and feedback. Handle CTAs (Calls-To-Action) and implement corrective actions where needed.5. Project Management and Deliver Assurance which includes Planning, Effort estimation, Risk management, SOW Preparation, Customer Interaction, People management and etc,6. Build the metrics from various data points & Presenting the Delivery updates to customer and Internal Management in the form of MSR, SDR & QBR7. Ensuring continuous improvement (Service & Productivity) by implementing various techniques such as executing Six Sigma, Lean projects and Automations.8. Contribute to the development and reporting of the annual technology audit plan, including risk assessment, audit planning, delivery, report writing, and issue tracking. The scope will include ITGCs as well as other areas (e.g, data, AI, cyber).9. Manage vendor relationships as it depends on daily operational needs, including vendor SLA performance, quality, and billing/costs10. Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results.11. Maintains staff by recruiting, selecting, orienting, and training employees.

Education

• Kuvempu University

  BSc IT, Computer and Information Sciences and Support Services

• NIIT University

  GNIIT, Computer and Information Sciences and Support Services

  2007 — 2010

• Welingkar Institute of Management

  Master of Business Administration - MBA, Information Technology Project Management