🌟 About Me:As an IT Operations Manager at Mercedes-Benz Research and Development India, I bring over a decade of experience in managing and optimizing IT infrastructure and services. My role involves overseeing daily digital workplace operations, ensuring efficient and reliable performance, and driving continuous improvement initiatives leveraging ITIL frameworks to enhance service delivery and customer satisfaction.🚀 What I Do:Throughout my career, I have supported various significant projects, including IT support outsourcing programs, entity splits, MDM migrations, OS transitions, VPN client rollouts, and IT service desk migrations. My goal is to leverage my technical and functional expertise to drive digital transformation and operational excellence in a dynamic and innovative environment.I specialize in:Technical Administration: Managing Active Directory, Group Policy, Microsoft Entra ID, Microsoft 365 applications, SharePoint Online, and ServiceNow. I also oversee managed printing solutions, chatbot systems, and have extensive knowledge of iOS, Windows OS, and macOS operating systems.Operational Excellence: Leading the lifecycle management of IT assets, handling escalations, participating in Major Incident Management war rooms, and creating SOPs for service desk agents. I ensure the availability, reliability, and optimal performance of digital workplace platforms.Process Management: Developing and implementing IT policies and best practices for infrastructure management. I coordinate with vendors to ensure quality support, establish compliance processes for Windows patch management, SCCM, endpoint security, and BitLocker, and monitor processes through KPIs and SLA dashboards.Vendor & Support Partner Management: Collaborating with vendors and partners to ensure timely and effective service delivery, managing SLAs, evaluating vendor performance, and fostering strong relationships to facilitate smooth operations and quick issue resolution.Audit and Compliance: Ensuring compliance with security protocols, supporting business units in preparing for audits, developing comprehensive documentation, conducting regular compliance assessments, and providing detailed reports to auditors.Service Improvement Initiatives: Implementing innovative solutions such as walk-in helpdesks, IT support FAQ chatbots, QR code-based feedback systems, and SharePoint Online newsletters to enhance IT services and communication