Nikhil Patil

Leading IT Operations in APAC region including 7 offices in 4 countries and remote employees. Incident Management, Escalation Management. Identify complex problems, investigate root-causes, and recommend scalable solutions. Support for business applications and assist in the administration of IT and Security SaaS applications. Contributing to Knowledge Base.

Managed IT Operations, Hardware Procurement, Logistics, IT Hardware Contract Negotiation, Asset Management, Vendor management. Provided IT support in EU & APAC region. Onboarding, Offboarding, Asset Collection, Training & Mentoring team. Collaborated on Identity Access management for ITGC SOX compliance, Information Systems UAR. Tailored SOP's for remote environments. Deployment of Support Infrastructure Drop ship capabilities for MacBooks and VDI infrastructure allowed Slack to grow 4x in a single year.

Collaborated with teams and NOC on incidents. Active Directory Access management and Identity management, MDM, Internal Servers and Internal Tools. Managed Onboarding and Offboarding of Employees as per Security Policy Administered multiple tools in IT Infrastructure. Generated and analysed ticket reports every month to optimise ServiceNow processes for swift resolution. Create and update documentation and run books. After acquisition mentored and trained colleagues on multiple tools and internal processes.

Consistently delivered Global premiere first-line support for end users seeking assistance with IT. Managed logging, categorising, prioritising, tracking and routing incidents reported by users or alarms raised by monitoring tools in ServiceNow. Monitored, Reviewed and Investigated tickets daily until successfully resolved. Created Troubleshooting articles for standard issues and Updated existing Knowledge Base. Partnered with various Technical teams at various stages of an Incident.