Prakash Kumar
@prakashkumar7
Program operations lead at Cognizant who raised SLA adherence to 95% and cut ticket turnaround time by over 90%.
IndiaWhat I'm looking for
At Cognizant Technology Solutions, I restructured delivery workflows across multi-client ad tech and OTT programs, raising SLA adherence from 85% to 95% while sustaining zero client escalations.
I serve as the primary global client partner, aligning Strategy, Creative, Tech, and Analytics teams. I also built operational tracking and reporting frameworks using Jira, Zendesk, and Smartsheet.
For an online learning delivery platform, I redesigned L1–L4 workflows, reducing ticket resolution time from 48 hours to under four for more than 95% of tickets. On a global OTT client, I owned security vetting and access governance for media assets across APAC.
At Aptara (an iEnergizer company), I oversaw client delivery portfolios across publishing, ed-tech, and clinical data, and managed P&L, invoicing, and subcontractor agreements. I also led a data-processing initiative that cleaned 5M+ content records within one year while exceeding quality benchmarks.
Experience
Work history, roles, and key accomplishments
Team Lead – Project & Program Operations
Jun 2022 - Present (4 years 3 months)
Improved SLA adherence from 85% to 95% and reduced ticket turnaround time by over 90% while sustaining zero client escalations. Serves as primary global client partner and built centralized tracking frameworks using Jira, Zendesk, and Smartsheet.
Assistant Manager
Aptara
Apr 2016 - Jun 2022 (6 years 2 months)
Oversaw multi-account client delivery portfolios across publishing, ed-tech, and clinical data domains, managing P&L, invoicing, and subcontractor agreements. Led data-processing initiative cleaning 5M+ content records within one year and served as SPOC for clinical trials data annotation programs.
Content Editor & Writer
Wildnet Technologies
Jan 2014 - Dec 2016 (2 years 11 months)
Built foundational expertise in digital content strategy, SEO, and deadline-driven delivery.
Content Editor & Writer
Media Mosaic
Jan 2014 - Dec 2016 (2 years 11 months)
Built foundational expertise in digital content strategy, SEO, and deadline-driven delivery.
Content Editor & Writer
TecknikForce
Jan 2014 - Dec 2016 (2 years 11 months)
Built foundational expertise in digital content strategy, SEO, and deadline-driven delivery.
Education
Degrees, certifications, and relevant coursework
Prompt Engineering & GenAI Foundations
Prompt Engineering & GenAI Foundations, Prompt Engineering & GenAI
2025 - 2025
Completed Prompt Engineering & GenAI Foundations certification in 2025.
Airtable
Master Airtable, Airtable
2025 - 2025
Completed Master Airtable certification in 2025.
Data Analytics
Data Analytics, Data Analytics
2024 - 2024
Completed Data Analytics certification in 2024.
Digital Marketing Fundamentals
Digital Marketing Fundamentals, Digital Marketing
2024 - 2024
Completed Digital Marketing Fundamentals certification in 2024.
Jira for Managers
Jira for Managers, Jira
2023 - 2023
Completed Jira for Managers certification in 2023.
Smartsheet Project Management
Smartsheet Project Management, Project Management
2022 - 2022
Completed Smartsheet Project Management certification in 2022.
J.P. University
Bachelor of Arts, English
2011 - 2014
Bachelor of Arts in English Honours from J.P. University, completed in 2014.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
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