Pradeep Kumar Email and Phone Number

Recruited and led a project team, assessing their skills and experience to build a capable team.Developed and maintained real-time performance tracking and reporting.Coordinated cross- functional team efforts to meet daily operational goals, resulting in 99% SLA compliance and improved team productivity.Facilitated clear communication between engineering teams and project stakeholders, ensuring seamless project execution and project alignment.Implemented operational best practices across projects, driving continuous improvement and enhancing efficiency by 20% through streamlined processes.Acted as a primary contact for resolving the operational issues, collaborating with internal teams for efficient incident management and quick resolution. Participated in transition project planning, preparing for seamless integration of new services with minimal business disruption.

Developed and maintained an Excel dashboard to track operational metrics including system uptime, incident volumes, and response times, increasing data visibility and enabling proactive management.Led as the Primary Incident Manager, resolving high priority incidents and minimizing impact on business operations.As a Subject matter expert (SME), overseeing project activities, reports, and team operations. Prepared and delivered weekly performance reports to senior management, offering data – driven insights and action plans, contributing to a 10% cost reduction in operational expenses.Managed onboarding and trained for new hires, improving retention and reducing ramp-up time by 25%. Acted as a primary point of contact for resolving critical operational issues, collaborating with internal teams to ensure efficient incident management and faster resolution times

Monitored infrastructure services on the IBM cloud environment & AWS environment, utilizing tools like Grafana, CloudWatch, Dynatrace, ELK, Google Analytics, and Akamai to ensure system stability.Analyzed performance trends and created incidents in ServiceNow (SNOW) based on priority and SLA alerts, leading to a 15% reduction in downtime.Participated in change management processes, facilitating smooth deployments with minimal business disruption and ensuring operational continuity.Coordinated with cross-functional teams, ensuring effective troubleshooting and resolution of complex incidents.Managed user accounts and permissions in JIRA, Commerce Tools, and Contentful, ensuring compliance with Right to Be Forgotten (RTBF) protocols.Monitored and managed incident resolution using ServiceNow, coordinating across teams to ensure prompt and effective responses to user issues.