Ravikiran Jagadale has over 13 years of experience in IT service management, project management, and infrastructure operations support. He currently works as an ITIL Expert and Network Infrastructure Services Manager at Cap Gemini, where he leads teams and manages service transitions for multiple clients. Prior to this, he held roles in project management, operations management, and technical support at companies including Lehman Brothers, Zenta, e-Serve International, and IT Source.

1. Ravikiran Jagadale
404, Gopi Cine Mall, NSS Road, Dombivli (w), Thane – 421 202 Mobile: +91 9819491594 , mailto: jagadale_ravi@yahoo.com
A result driven ITIL Expert in IT Service management and PRINCE2 Practitioner with over 13 years of rich experience in the
areas of IT Service Delivery Management, Transition management, Project management and Infra operations support.
Have a proven track record in leading multi-client environment, on shore and off shore teams to successful completion of
challenging projects and managing service transition and delivery within budget and time. Seasoned professional with
outstanding project planning, execution, monitoring and resource balancing skills with ability to support multiple simultaneous
projects, with Never-ending Commitment to Innovation.
I have the distinction of service delivery in various industry verticals such as Stock Exchange and Investment Banking, IT
enabled service industry, BPO/Call centers. Intuitive business sense, instant grasp of new technologies and proven track record
of handling Cap Gemini factory-model service delivery to clients in USA, Europe and Australia.
Cap Gemini prestigious IPC (Infrastructure professional certification) certified.
10 years B1 VISA for USA, validity till 2025.
Professional Experience________________________________________________________ ___________________
Cap-Gemini, India.
Roles – Infra Services Manager, Transition Lead, business strategy and Road map development, Capability
Development, Talent Management, Mentoring.
Designation – Manager
Recruited as a team lead to build India off-shore service delivery team to take over Cap Gemini Nordic infra support
functions. Currently working as Network Infra services Manager and Project Manager, with Network center of excellence
team for Infra managed services. Handling transition and transformation for multiple clients in USA, Europe and Australia.
Involved in deals right from RFI – response with lead solution architect and sales team. Co-ordinate with Cap Gemini
Accelerated solution environment support team, to setup client visits. Co-ordinate with resource managers, to on-board
resources and mentor them about the solution design. Engage with solution team to understand volumetric and prepare
transition and transformation plans in line with solution design. Travel across client locations to visit and capture client
requirement, to help solution design team in finalizing landscape.
 Project Management - Prepare transition plans. Transitioning new clients and infra services into account,
doing on site visits for due diligence at client locations, governance of KT sessions between all infra teams,
Reverse KT, shadowing and Reverse shadowing. Delivered management across transition life cycle as per
ITIL process. Prepare KAP and availability matrix. Work with resource management to run transition smoothly
and handover to operations. Provide updates to management with status reports. Involve in recruitment of new
resources for all infra functions. Involve with pre-sales and delivery managers for SLA discussion with
business. Help business development team while negotiation with rate cards and unit based costing is critical
responsibility handled during all transitions.
Clients worked with – Cap Gemini C- Cloud, Sogeti, Cap Gemini BMC cloud, IBX, Premere Foods, Virgin
Trains, Bauer Media, Grant Thornton, Keurig, Brakes.
 Liasoning Officer – Acting as bridge between off-shore, on site, supplier and business for business development
Incident management, Problem management, Major incident management, Change management. Give timely
updates to stakeholders. Bringing all stake holders under one roof and co-ordination between IT Infra teams is
day to day tasks. Job role involves client visits multiple times during the year.
 People Management and Service delivery management– Direct reports of 17 people dedicated team and
dotted line reporting of Infra support team. Manage Shift schedule, doing interview, recruit and mentor people,
prepare skill gap matrix, schedule internal and external trainings, approve Time cards and clarity, arrange
team grooming activities in co-ordination with HR, exit negotiation with people to maintain team strength and
retain talent, set KPI’s and doing appraisals, tailoring processes to suite business models.
 Projects – Worked as project manager and PMO team member on multiple projects.
 Infra consolidation – Consolidation of Data Center’s for client.
 WAN Migration – MPLS, VPLS, implementation of WAAS, VPN concentrators
 Grant Thornton - Plan, Design and movement of client small offices into Cap Gemini hosting solution
11th Nov2008 - Present

2. Ravikiran Jagadale
 C-Cloud – Customer cloud solutions for apps clients
 BMC cloud – BMC / ITSM cloud services with RBA automation
 Operations Manager – Worked as operations manager in co-ordination with incident / problem management
team for 32000 users giving INFRA services. Dotted line reporting to director of client operations.
Implemented LEAN way of working in team with everyday D-stumps culture. Prepared A3 and quick wins.
Lehman Brothers, India, Sr. Engineer (IES – Projects)
Roles – Project Manager, Change Manager (India), Procurement and Contract Negotiation, Operations Manager,
Technical lead for front office.
Recruited as Project Manager for Telephony project across Lehman Brothers India. Built infra for front office – trading
floor, including all trading hardware, involved client connectivity and applications. Job role involved Procurement and
contract negotiation with global vendor’s, liaise with legal department, manage day to day operations for telephony and
change manager for all infrastructure changes in India.
 Project Manager – Ceejay House was Leman Brothers front office trading office in Indian stock market. Job
role involved right from site survey till successful handover of site to operations. Planned all the infra for
Ceejay House, co-ordination with 3rd party vendors, liase with business, contract negotiation with suppliers,
building project team, follow all Lehman standards to pass audits, liase with legal team, design all infra, give
updates to all stakeholders and quality assurance. After successful completion of this project, management
added more responsibility of more sites built up projects and giving handover to operations. As PM built
telephony infra for all India sites.
 Operations Manager – Incidents and events management, monitoring, maintain back-up, give run phase
support to 3500 India users with the help of 7 people team from supplier.
 Change Manager - Assess the impact of change, Support communication efforts, monitor change progress, and
engage stake holders were the main activities while working as India change manager for INFRA.
 Purchase and Procurement – Involved in negotiating maintenance contract with BT to save 12% of overall
budget of telephony. Earlier the contract was with Wipro, while negotiations involved with multiple suppliers to
bring the best deal which is in favor of company interests. This move not only saved company money but also
won better SMARTNET for all Cisco devices. Also, got free LAB licenses which enabled us to build our own in-
house infra lab to train our workforce and to execute changes in controlled environment before implementing it
on live.
 Technical lead for front office projects – Installed CUCM, Cisco UNITY, BT P31 and BT P51 Turret systems,
Speaker Bus systems for hooters, Nice voice loggers, VT advantage and MCU for video conferencing. Gave
L3 support for all telephony infra in Lehman Brothers India.
Zenta Ltd, Mumbai, India
Role - Assistant Manager – Telecom NSG (Tier 3 Support)
Joined Zenta as Sr. Engineer for call center / BPO, network and client connectivity support functions. Job involved
administration, configuration and maintenance of Avaya S8700 R12, Avaya G3 si R9, Nortel Passport 7480, Avaya Intuity
Audix, CMS for reporting, Nice and Witness Voice loggers, Symon Wall-boards, manage ISDN E1/T1circuits, FAX,
maintaining back-up, inventory, change request implementation, audits. Appraised by management to Asst. Manager
Position for Tier 3 support. Job involved - Managing 24*7 shifts with 8 member team. Involved interviewing, recruiting and
training team members for telephony support activities. Prepared Business Continuity plans and gets approvals from all
stake holders. Involved in migration of data centers and designing new NOC facility for INFRA setup. Awarded with
Service Excellence for accomplishments during data center migration from Hiranandani main office to front office.
 Assistant Manager (Tier 3 support) – Direct reports of 8 people dedicated telephony team and dotted line
reporting of 6 people. Job role consists of recruit people, supplier management, L3 escalation handling, and new
datacenter setup, implement major change requests, and touch base with all stake holders. Configure call routing
logic as per business requirement was main tasks.
1st Aug 2007 – 10th Nov2008
28th July 2004 – 30th July 2007

3. Ravikiran Jagadale
e-Serve Int. Ltd (Citi Group), Mumbai, India
(First 5 months through MagnumN/w Support as a site engineer)(
Role - Process Officer (Technology Support Division)
Joined as process officer for call center technology division. Job involved call center setup, administrator and
maintenance. Worked as team lead of support team from supplier, looking after desktops roll out, software upgrades,
network and client connectivity, Database administrations and local telephony support, call center application support.
 Process Officer – Everyday job involved taking back-ups, telephony setup role out for new projects, install ISDN
circuits and troubleshoot connectivity issues, configure call center reports, configure call routing login in call
center environment, mentor all INFRA support team members from different suppliers.
IT Source Pvt. Ltd, Mumbai, India
Role - Customer Support Engineer (field work)
Deputed site - Trans Works Information Services Ltd. [Aditya Birla Group]
Joined IT Source as field engineer for desktops, printer, fax implementation. Deputed on Trans Works site as site
engineer for telephony support activities. Was looking after day to day operations of call center telephony setup.
Tasks involved working on Cisco Wan Switch IGX 8400, Avaya G3Si R8, Mosaix Predictive Dialing system, Cisco
Routers, Nice Voice loggers, and Local loops / T1 circuits.
Education & Credentials____________________________________________________________________
BSc IT
Diploma from Mumbai University
Professional Certifications___________________________________________________________________
PRINCE2 Foundation Reg No: P2R/NLPB186878
PRINCE2 Practitioner Reg No: P2R/NLPB186896
ITIL V 3.0 Foundation Certificate in IT Service Management
ITIL V 3.0 Expert in Service Offerings and Agreements
ITIL V 3.0 Expert in Release, control and validation
ITIL V 3.0 Expert in Operational Support and Analysis
ITIL V 3.0 Expert in Planning, Protection and Optimization
ITIL V 3.0 Expert in managing across the Lifecycle
VMware Certified Professional 5 - Data Center Virtualization (VCP5-DCV)
CCNA (Cisco Certified Network Associate)
MCP (Microsoft Certified Professional)
MCSE (Microsoft Certified Systems Engineer) + Exchange Server
MCSA (Microsoft Certified System Administrator)
NNCSS (Nortel networks certified system specialist)
Training and Others_______________________________________________________________________
Completed PMP training from Knowledge Woods
Advanced Computer management – ABC Computers (Govt. of Maharashtra)
Diploma in Computer Hardware – Electronics Corporation of India Limited (Govt. of India)
Nice Universe 8.8 QM Systems Administrators Training
Call Manager Bootcamp training – Cisco Systems
Avaya Multivantage Call center basic admn. And Maintenance
Six Sigma Orientation program – Process excellence
1st Dec 2003 – 31st July 2004
20th Feb 2003 – 4th Dec 2003