Rahul Patil
Operations Lead | Technical Support Manager | TCS | ex-Capgemini, eClerx | ITIL | ServiceNow | Escalation & Incident Management | Team Leadership | Power BI | MCSA Certified | Cyber Security
- Role
- Operations Team Lead at Tata Consultancy Services
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Rahul Patil
I\'m a results-driven Operations Manager with 9+ years of experience in leading IT operations, global service delivery, and cross-functional support teams. At TCS, I led a 40-member team and optimized IT workflows to achieve >98% SLA compliance, improve CSAT scores, and reduce ticket resolution time by 25%.I bring expertise in ITIL frameworks, Power BI dashboards, and end-to-end process optimization. I thrive in fast-paced environments where technology, people, and business goals intersect.Currently seeking leadership roles where I can contribute to scalable operations, data-driven decisions, and exceptional service outcomes.
Experience
Operations Team Lead
Jan 2022 — Present · Mumbai, IN
Led end-to-end IT operations for global clients, managing a high-performing team of 40+ engineers and analysts.Achieved >98% SLA compliance through proactive monitoring and real-time issue resolution.Reduced ticket resolution time by 25% by automating workflows and standardizing ITIL-based processes.Deployed advanced Power BI dashboards to track KPIs and optimize service delivery operations.Mentored team members and improved retention by 18% through structured onboarding and career development plans.Acted as primary escalation contact for high-priority incidents, ensuring rapid recovery and stakeholder satisfaction.
Education
Mumbai University Mumbai
BE - Bachelor of Engineering, Electrical, Electronics and Communications Engineering
2011 — 2016
Mumbai University Mumbai
Bachelor of Engineering - BE, Electrical, Electronics and Communications Engineering
Welingkar Institute of Management
PGDM, E-Business
2021 — 2023
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