Milind Ghadge

Detail-oriented Operations Lead / Senior Process Associate with over 8 years of experience in high-volume transaction processing, team leadership, MIS reporting, and workflow management within the IT/ITES sector. Proven track record of managing daily queue allocations, tools outages, process documentation, and project billing while maintaining a 99.5%+ accuracy rate and strict SLA compliance.

Senior Process Associate / Team Lead at Virtusa (2020-01 – 2026-04)

Project: Amdocs VFNL 2016 (Vodafone Nederland) | Domain: Telecom

• Workload & Queue Management: Orchestrated daily ticket assignment across multiple telecom processes using Remedy, CRM, Ubuy, Uhelp, Kibana, and Dyna, keeping real-time allocation records in MS Excel.
• Priority Handling & Outage Management: Directly handled high-priority/VIP tickets to ensure fast resolution; coordinated real-time incident resolution during technical service or tool outages.
• Rostering & Shift Planning: Formulated team shift rosters to ensure seamless coverage, SLA compliance, and operational continuity.
• Team Enablement: Led daily huddle calls, resolved process bottlenecks, and arranged Knowledge Transfer (KT) sessions for cross-training to build multi-skilled teams.
• Managerial Reporting & Billing: Consolidated End-of-Day (EOD) operational reports across team members for management updates and generated monthly project billing files based on process-wise volume metrics.
• Governance Decks: Prepared comprehensive monthly governance presentation decks detailing overall operational KPIs, team throughput, SLA adherence, and escalation trends for leadership reviews.
• Quality Control (QC): Performed primary quality audits on processed tickets to maintain strict accuracy thresholds and provide targeted feedback to team members.
• Process Documentation: Developed and updated standard procedure documents, including Method and Procedure (MNP) documentation for new and existing processes.
• Onsite Collaboration: Acted as the primary point of contact for onsite teams to manage complex escalations, operational shifts, and smooth onboarding of new/updated processes.

Senior Executive at IT Cube Pvt. Ltd. (2018-04 – 2020-01)

Project: Construct Connect

• Handled end-to-end ticket resolution within a Citrix environment while tracking and monitoring overall team performance metrics.
• Performed data analytics and key operational reporting to deliver actionable insights to management.
• Interacted directly with business managers to align operations with business goals and provide structured status updates.

Bachelor of Computer Applications in B.C.A. – Gourishankar College, Satara

Higher Secondary Certificate in HSC – Junior College of Rahimatpur, Satara

Secondary School Certificate in SSC – Holy Family High School, Mumbai