Rita D.
IT Service Operations Leader with 12 years of enterprise IT experience within large corporate environments (Jio Platforms Limited (Reliance Group).
- Role
- Information Technology Operations Team Lead at Jio Platforms Limited Jpl
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
Experience
Information Technology Operations Team Lead
Mar 2013 — Present · Mumbai, IN
CORE COMPETENCIES IT Service Delivery & Operations Management SLA Monitoring & Governance Major & Critical Incident Management Team Leadership (17 Engineers) Executive & VVIP IT Support Oversight Vendor & Stakeholder Management IT Asset Lifecycle Management IT Procurement Coordination Escalation & Priority Handling Performance Reporting & Dashboarding ITIL-Based Service FrameworkCERTIFICATIONS ITIL 4 Foundation CCNA (Cisco Certified Network Associate)PROFESSIONAL EXPERIENCE:IT Service Operations Lead Lead and manage a team of 12 IT support engineers delivering enterprise IT services across corporate users. Oversee 500+ monthly incidents and service requests ensuring high SLA compliance and service quality standards. Manage IT operations for high-visibility executive corporate office (Maker Chambers) and associated VVIP residential sites requiring zero-downtime support. Act as primary coordination and escalation owner for executive-level IT incidents routed via leadership offices and administrative channels. Ensure rapid assignment, tracking, and closure of incidents across infrastructure, network, and application teams. Handle major incident coordination ensuring minimal business disruption and timely resolution. Maintain SLA adherence through structured monitoring, follow-ups, and performance tracking. Drive escalation governance and ensure priority handling of critical service disruptions. Manage vendor performance including service monitoring, coordination, and compliance reviews. Support IT procurement activities including hardware/software coordination and deployment planning. Oversee IT asset allocation, lifecycle tracking, and audit readiness across enterprise environments. Prepare service performance reports, MIS dashboards, and operational summaries for management review. Collaborate with cross-functional technical teams to ensure seamless service continuity.
Education
Shivaji University, Kolhapur
Bachelor of Commerce - BCom, Banking and Financial Support Services
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