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Gilman Memon, IT Operations Team Lead

Gilman Memon

IT Operations Team Lead·Wipro Limited

India

Bachelor's degree, Commerce

Work experience

Total years of experience: 4 years, 7 months

IT Operations Team Lead

March 2024 - Present

Wipro Limited

Mumbai, India

March 2024 - Present

• Managed: IT operations & endpoint environment (MacBook & Windows) for 5000+ end users, ensuring
seamless endpoint support, achieving 95%+ SLA, and maintaining compliance, performance
• Handled: team operations and escalations for a 15+ member team, collaborating with 50+ senior
stakeholders and coordinating executive-level meetings, ensuring seamless boardroom setup
• Executed: device lifecycle operations, improving onboarding efficiency
• Improved: ticket flow, reducing escalation backlog by 25% and improving team productivity
• Automated: reporting & tracking, saving manual effort and improving reporting accuracy & visibility
Tools & Technologies: ServiceNow (Incident, Request), Microsoft Intune (MDM), Azure AD, Microsoft Office
365, Holmes Endpoint Management, Symantec Endpoint Protection, Zscaler, Trellix, OneDrive, ARCON (GRA)
Company industry:
IT Services
Job role:
Information Technology

IT Junior Technician

June 2021 - September 2023

Ubisoft Entertainment India Pvt Ltd

Pune, India •Hybrid

June 2021 - September 2023

• Delivered: IT operations across user environments, ensuring smooth operations & onboarding
• Deployed: Windows & MacBook devices, improving onboarding speed and user readiness
• Resolved: endpoint and access issues, reducing downtime and improving productivity
• Maintained: systems and patching, improving system stability and compliance
• Built: knowledge base, reducing repeat incidents and improving resolution efficiency
Tools & Technologies: ServiceNow (Ticketing), SCCM, Active Directory, Remote Desktop (RDC), GNS
Company industry:
Industrial Production
Job role:
Information Technology

Education

Mumbai University

January 2021

January 2021

Bachelor's degree, Commerce

India

GPA (percentage): 90%

GPA (percentage): 90%

Completed Bachelor’s degree in Commerce with 90% marks from Mumbai University. Developed strong analytical,problem-solving, and communication skills. Additionally, built interest in IT infrastructure, system troubleshooting, and end-user support, leading to a professional career in IT Support and Operations.

Skills

Remote Support
Expert
Remote Support
Expert
Device Management
Expert
Device Management
Expert
Computing
Expert
Computing
Expert
Service Delivery
Expert
Service Delivery
Expert
Operations Management
Expert
Operations Management
Expert
AZURE ACTIVE DIRECTORY
Intermediate
AZURE ACTIVE DIRECTORY
Intermediate
ASSET MANAGEMENT
Intermediate
ASSET MANAGEMENT
Intermediate
INFORMATION TECHNOLOGY OPERATIONS
Intermediate
INFORMATION TECHNOLOGY OPERATIONS
Intermediate
IT SERVICE MANAGEMENT
Intermediate
IT SERVICE MANAGEMENT
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
ENDPOINT MANAGEMENT
Intermediate
ENDPOINT MANAGEMENT
Intermediate
END USER COMPUTING
Intermediate
END USER COMPUTING
Intermediate
CROSS FUNCTIONAL COLLABORATION
Intermediate
CROSS FUNCTIONAL COLLABORATION
Intermediate
PEOPLE MANAGEMENT
Intermediate
PEOPLE MANAGEMENT
Intermediate
STAKEHOLDER MANAGEMENT
Intermediate
STAKEHOLDER MANAGEMENT
Intermediate
DEVICE LIFECYCLE & ASSET MANAGEMENT
Intermediate
DEVICE LIFECYCLE & ASSET MANAGEMENT
Intermediate
SERVICE DELIVERY MANAGEMENT
Intermediate
SERVICE DELIVERY MANAGEMENT
Intermediate

Social profiles

Personal Website
Personal Website

URL removed due to policy violation. Please contact support for further information.

Languages

English
Intermediate
Hindi
Native Speaker

Training and Certifications

Certifications
Microsoft Office 365
Microsoft
Jun 2025 - Dec 2025
Training
Microsoft Office 365
Microsoft
Jun 2025

Hobbies

  • Technology research, IT process optimization, mentoring team members.
    Recognized for maintaining high SLA compliance and delivering consistent VIP IT support in enterprise environments. Appreciated by stakeholders for proactive issue resolution and team leadership.