Shruti Potdar

IT Documentation, Service Management and Operations professional with 15+ years of experience across Technical Documentation, IT Service Desk Operations, MIS Reporting, Audit Coordination, Process Improvement, and Team Leadership. Proven expertise in developing SOPs, user manuals, knowledge base articles, training materials, compliance reports, and management dashboards. Experienced in leading large support teams, managing enterprise IT operations, and collaborating with stakeholders across banking and technology environments.

Strong background in ITIL-based service management, incident resolution, governance support, and process standardization. Seeking opportunities in Technical Documentation, Knowledge Management, MIS Analysis, IT Operations, Service Delivery, or IT Governance functions.

Maternity & Family Responsibilities at Career Break (2024-04 – Present)

Took a planned career break to focus on personal and family commitments while remaining engaged with professional development and industry trends in technical documentation, IT service management, reporting, and emerging technology tools. Currently available and actively seeking full-time opportunities.

Assistant Manager - IT Documentation, Audit & MIS at Yotta Data Services Private Limited (2023-08 – 2024-03)

• Authored, reviewed, and maintained 50+ technical documentation including SOPs, user guides, installation manuals, and operational procedures, improving knowledge accessibility and process consistency across IT teams.
• Collaborated with development, support, and business teams to ensure documentation accuracy and consistency.
• Established and maintained centralized documentation repositories for improved knowledge sharing and accessibility.
• Supported IT governance initiatives through documentation management, audit support, and compliance reporting.
• Developed and automated MIS reports and management dashboards, providing actionable operational insights that improved reporting accuracy and decision-making efficiency.
• Conducted data validation and reconciliation activities to improve reporting accuracy and data integrity.
• Conducted knowledge transfer and training programs for cross-functional teams, accelerating onboarding and improving process adherence.
• Recommended process improvements based on operational analysis and reporting insights.

Sr. Team Leader - IT Service Desk at IDBI Intech Ltd (2012-05 – 2023-07)

• Led enterprise IT Service Desk operations supporting nationwide banking infrastructure, ensuring high service availability and adherence to SLA commitments.
• Managed and mentored a team of 50+ support engineers across multiple locations, driving service quality, performance management, and operational excellence.
• Acted as Level-2 escalation manager for critical incidents, reducing resolution delays and ensuring timely restoration of banking services.
• Managed Incident Management, Problem Management, Asset Management, and resource planning activities.
• Created and maintained SOPs, RCA documentation, governance reports, and executive dashboards that improved operational visibility and audit readiness.
• Provided technical guidance and troubleshooting support for critical incidents and service disruptions.
• Coordinated support activities across multiple locations while ensuring SLA compliance.
• Supported operational excellence through process standardization and continuous improvement initiatives.

End User Support Engineer – (Client: Essar) at Microland Ltd (2010-07 – 2012-01)

• Delivered first-level technical support to domestic and international users.
• Provided remote support to users across India, Qatar, Indonesia, and Australia.
• Diagnosed and resolved software, hardware, network, and application-related issues.
• Supported installation and configuration of MS Office, SAP, SQL tools, VPN, antivirus solutions, and business applications.
• Assisted users with printer, network, and connectivity troubleshooting.

FMS Engineer (Client: Godrej InfoTech Ltd.) at CMS Info Systems Pvt. Ltd (2008-11 – 2010-07)

• Provided remote and desktop support for enterprise users.
• Installed, configured, and troubleshot Windows operating systems, Microsoft Office applications, printers, scanners, and internet applications.
• Supported Linux and Ubuntu environments.
• Maintained high service levels through effective incident resolution and customer support.

Bachelor of Science in Chemistry – Mumbai University (2008)

Higher Secondary Certificate in HSC – Mumbai University (2005)

Secondary School Certificate in SSC – Mumbai University (2003)