Pradeep Ramanathan

Pradeep Ramanathan

Lives in United Arab Emirates
over 6 months ago

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Delivering excellent results in driving service level management to meet
or exceed quality of service commitments; skilled in resolving complex
& critical system issues within set SLA involving Root Cause Analysis

Impressive success in managing all phases of operations, including
planning, capacity / cost projections, forecasting & scheduling, risk &
contingency management, stakeholder management and reporting

Proficient in managing stakeholders, maintaining key relationships with
them by acquiring feedback on critical issues and taking appropriate
actions to ensure best customer experience

Skilled in driving projects / programs on improvement of customer
experience, utilizing Agile Project Management Methodology

People-friendly, collaborative & approachable with strong planning,
interpersonal, analytical, problem solving & people management skills

Rich experience in acting as an escalation gate to resolve critical issues
of the team members


  • Assistant Manager - IT


    January 2017 - Now · 2 years and 1 month

    Managing Service Desk Operation (KSA, Qatar and UAE), Identify access management, Remote Desktop Support, Software Distribution team size of 9; acting as a first escalation point Ensuring team resolve the issue within SLA raised by end users Handling Server and Network outage Managing IT Purchase Request for IT hardware/software requirement Managing Corporate Telecom account DU and Etisalat. Billing dispute, cost negotiation and monthly review meeting Liaising with Ricoh and manage payments, escalation and print report on monthly basis Steering: o Service Center: Laptop and Desktop Hardware Support, ensuring hardware are services within SLA and delivered. Managing IT requirement on site mobilization and demobilization. Managing IT Budget majorly AMC, Recourse Planning, Software license management) o Understanding business model and modifying/developing application by coordinating with in-house application developers o Preparing IT Service Dashboard which includes of incident, service request, problem request, change request, SLA and major incident Ensuring staffing & skill levels are maintained throughout operational hours by managing shift staffing schedules Administering HR activities as needed; acting as an escalation point where difficult or controversial calls are received; Producing statistics and management reports and liaising with senior end users/HOD’s Performing briefings to Service Desk staff and IT Support engineers on changes or deployments that may affect volumes at Service Desk Assisting Analysts in providing first line support when workloads are high. Managing the Service Desk Team/IT Support engineers and evaluate performance Ensuring end user request is timely addressed and resolved on a daily basis Presenting the report to CIO on any issue that could significantly impact the business

  • Assistant IT Manager

    Al Faraa g - Al Ain, United Arab Emirates

    January 2017 - Now · 2 years and 1 month


  • B.Sc Computer Science

    Jaamal Mohammed College - Tiruchirappalli, India

    June 2006 - June 2010

    B.Sc Computer Science


  • English
    Professional working


  • IT management
  • New business development
  • Strong leadership skills
International Trainee Network - ITN
Los Angeles, CA, United States
Dorchester Collection
London, United Kingdom
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