Tejas Dhanawade

About Tejas Dhanawade

I started my IT career on the ground floor in 2007, troubleshooting and managing NOC operations. In 2008, I automated troubleshooting with batch files. People laughed, but I knew automation wasn’t a risk! it was the future.Today, as Associate Director at ConnectWise, I lead global NOC operations, helping Managed Service Providers (MSPs) deliver at scale through automation, AI adoption, and service delivery excellence.With 15+ years in IT operations and 5+ in security, I’ve learned that the real impact comes from blending hands-on technical depth with process leadership whether in incident and escalation management, IT service delivery, or customer experience and never losing sight of what’s next.What I focus on:• Building resilient, AI-enhanced NOC operations that balance efficiency and security• Driving automation in incident response and escalation workflows to reduce MTTR• Delivering customer experiences that scale without breaking SLAs• Developing global teams that stay sharp, resilient, and thrive under pressureEvery time we automate the repetitive, we create room for people to innovate & that is where the future of IT truly lives.

Experience

1. Associate Director

   ConnectWise

   Jul 2024 — Present · Mumbai, IN

   Leading Global NOC Operations: Oversee end-to-end Network Operations Center (NOC) functions supporting hundreds of Managed Service Providers (MSPs) across North America, Europe, Australia, and Asia. Manage high-volume, business-critical environments by ensuring 24/7 availability, proactive monitoring, and rapid incident resolution, while maintaining consistent service quality across regions.• Driving AI & Automation Adoption: Spearhead initiatives to integrate AI-driven monitoring, automated workflows. These enhancements have reduced manual effort, accelerated Mean Time to Resolution (MTTR), and optimized resource utilization, creating scalable processes that directly lower operational costs and improve partner satisfaction.• Strategic Service Delivery Alignment: Collaborate with senior leadership and cross-functional teams, including Product, Engineering, and Customer Success, to align NOC service delivery with evolving MSP business models. Ensure operational strategies support business growth, compliance requirements, and the dynamic needs of MSPs in diverse geographies.• Leadership Development & Team Resilience: Build and strengthen leadership pipelines by mentoring and coaching Team Leaders, Managers, and Senior Managers. Drive professional growth through structured development plans, succession planning, and a culture of accountability. Focus on creating resilient teams that consistently deliver high performance under pressure, resulting in improved employee engagement and customer experience.• Customer Experience & Operational Excellence: Champion customer-centric processes by embedding SLA-driven performance, proactive communication, and continuous service improvements. Introduced structured escalation management and quality frameworks that have boosted SLA compliance, improved response times, and strengthened client trust globally.

Education

• EC-Council

  EH, Certified Ethical Hacker & Computer Security Expert

  2009 — 2009

• Dakshina Bharat Hindi Prachar Sabha

  Rashtrabhasha Praveen, Hindi Language and Literature

  2001 — 2004

Skills

• Linux
• Windows 2000
• Microsoft Windows 98
• Windows 95
• Nt 4.0
• Dos
• Active Directory
• Dns
• Servers
• Hyper-V
• Itil
• Windows Server
• Dhcp
• Disaster Recovery
• Microsoft Exchange
• Antivirus
• Virtualization
• Troubleshooting
• Managed Services
• IT Service Management
• Team Management
• Techinical
• Technical Writing
• Patch Management
• Information Security Management
• Server 2000-2008
• Isa Server 2000
• Wsus
• Avg
• Symantec Endpoint Protection
• Symantec Antivirus
• Symantec Security
• Trend Micro
• Backup Solutions
• Storage Virtualization
• Technical Support
• Networking
• Vmware Esx
• Group Policy
• Blackberry Enterprise Server