Sushil Agarwal

About Sushil Agarwal

Customer-centric and technically adept Operations Manager with 18+ years of experience in…

Experience

1. Technical Operations Manager

   Atos

   Apr 2022 — Present · Pune, IN

   Customer-centric and technically adept Operations Manager with 18+ years of experience in IT Infrastructure, Hybrid Cloud, and global IT operations. Skilled in driving customer success & account growth, with a proven track record in service delivery, forecasting, and stakeholder engagement. Experienced in managing support/project teams and leading strategies for service improvement and customer retention. Recognized for successfully leading high-value client engagements, ensuring structured project execution, and coordinating cross-functional teams across support, engineering, and product. Adept at leveraging data insights, building executive-level relationships, and coaching high-performing teams to consistently exceed business targets.• Lead global IT support operations and account management, ensuring seamless renewals and client satisfaction across multiple regions.• Strengthened executive-level relationships with key accounts to ensure long-term partnerships and identify expansion opportunities.• Foster collaboration with onsite support teams, global vendors (e.g, Microsoft), and local stakeholders to deliver seamless IT services.• Automation, used the EDPP tool to identify automation opportunities, focused on optimizing monitoring tasks, manual checks, and operational; collaborated with engineering teams for implementation. • Designed scalable playbooks for service delivery, customer engagement, and retention, directly contributing to business growth.• Leverage ITIL knowledge to maintain governance processes, utilizing tools like ServiceNow for service tracking and reporting.

Education

• Pune University

  BCom

Skills

• Training & Development
• Operat
• Customer Relations
• Resource Allocation
• Team Building
• Management
• Resource Optimization
• Training
• Recruiting
• Strategic Sourcing
• Quality Assurance
• Strategy Development
• Strategic Planning
• Performance Management
• Staff Retention
• People Management
• Recruitments
• Team Management
• Manage Client Relationships
• Knowledge Management
• Quality Auditing