Headline

Sr. Technical Program Manager – (Senior Specialist - Cloud & Infra Management) at LTM

About

Results-driven Sr. Technical Program Manager with 16+ years of enterprise IT experience spanning infrastructure transformation, cloud migration, AI/automation adoption, and large-scale service delivery governance. Proven ability to define program roadmaps, align cross-functional stakeholders, and drive end-to-end delivery of complex, multi-tower technology programs across global enterprise accounts. Managing stakeholders across global enterprise clients and multiple levels (CXOs, heads of technology, and service delivery leaders). Ex-Microsoft | Ex-Symantec | Ex-Aspect Career Highlights - ➢ Delivered $1.16M+ in identified automation savings through the enterprise SysTrack automation program across 14 use cases. ➢ Led end-to-end GenAI chatbot delivery (Yellow.ai) integrated with a ticketing tool and MS Teams, enabling automated ticket creation and self-service adoption, reducing L1 workload dependency. ➢ Led end-to-end Azure migration programs across infrastructure workloads with structured wave planning, dependency management, and cutover governance. ➢ Standardized SDLC governance and ServiceNow-integrated quality gates across 10+ cross-functional technology teams, improving delivery predictability by 25% and reducing execution gaps across planning, development, testing, and production handoff. ➢ Transformed CMDB accuracy from 6% → 99.7% by consolidating data across 7 discovery tools, eliminating visibility gaps across 1,800+ servers. ➢ Achieved >97% patch compliance across 1,500+ servers, significantly strengthening security posture and audit readiness.

Location

Bengaluru

AI stack

claude code

elevenlabs

langfuse

n8n

openai

Langflow

Work experience

Sr. Technical Program Manager – (Senior Specialist - Cloud & Infra Management) at LTM, Jan 2024 - Jun 2026 · 2 yrs 6 mos, Greater Bengaluru Area, ➢ Directed multi-tower program delivery across Compute, NOC, M365, EUC, and Application Support for three major global enterprise accounts. ➢ Led end-to-end GenAI chatbot delivery, integrated with a ticketing tool and MS Teams, enabling automated ticket creation and self-service adoption, reducing L1 workload dependency. ➢ Spearheaded AI/automation infusion: Delivered enterprise AI/automation transformation across GenAI self-service and Systrack automation use cases, identifying $1.16M+ in savings. ➢ Drove SDLC governance by establishing structured quality gates and checkpoints across planning, development, testing, deployment, and hyper-care phases—standardizing requirements, dependency tracking, risk management, and production handoff—resulting in 25% improvement in delivery predictability and reduced execution gaps across cross-functional technology teams. ➢ Transformed CMDB accuracy from 6% → 99.7% through consolidation across SolarWinds, Defender, Rapid7, RVTools, SCCM, FixStream, and Active Directory. ➢ Executed infrastructure optimization: o Decommissioned 250+ legacy Windows 2008 servers. o Reclaimed 100+ TB storage through VM stale snapshot and SharePoint cleanup. ➢ Drove patch compliance program across 1,500+ servers, achieving >97% compliance and significantly improving security posture.

Technical Program Manager/Project Manager at LTM, Jul 2022 - Jan 2024 · 1 yr 7 mos, Bengaluru, Karnataka, India, Built and scaled Windows, Linux, NOC, Citrix and M365 engineering teams (30-50 engineers) from the ground up; led successful high-profile enterprise project transition with zero disruption. ➢ Created 200+ SOPs and implemented ITIL process standardization, enabling scalable and consistent service delivery across accounts. ➢ Managed end-to-end operations and stakeholder governance for cross-functional support engineering teams, establishing SLA/KPI, WSR/QBR, and continuous improvement frameworks while leading MSR/QBR reviews, operational reporting, ticket trend analysis, and client-facing service improvement initiatives. ➢ Led cross-functional delivery across hybrid Windows, virtualization, and enterprise compute environments, implementing shift-left and SOP-driven support practices while managing incident response, root-cause analysis, patch deployment, onboarding, knowledge transfer, and shadow/reverse-shadow programs to reduce MTTR and SME dependency. ➢ Operational Understanding: Have a strong understanding of technical support operations, including incident management, problem resolution, and customer service best practices. ➢ Leadership: Hold exceptional people management skills, with a track record of developing and motivating teams. ➢ Performance Coaching: Demonstrated ability to coach for performance and provide constructive feedback. ➢ Communication: Excellent verbal and written communication skills, with a proven record of effective customer communication and soft skills. ➢ Escalation Management: Experience in managing and resolving customer escalations effectively.

Project Management - Active Directory Migration at LTM, Oct 2021 - Jun 2022 · 9 mos, Bengaluru, Karnataka, India, ➢ Owned end-to-end program planning and wave sequencing for AD migration from on-premises to Azure cloud — defining OU scope, migration phases, rollback checkpoints, and cutover windows across Windows, networking, security, and application teams. ➢ Managed cross-functional dependency tracking and risk mitigation across LDAP-dependent applications, GPO conflicts, DNS cutover, service account re-registration, and Azure AD Connect sync readiness — resolving all blockers prior to each migration wave. ➢ Drove CAB process governance and change management for every migration wave — authoring RFCs, securing approvals, coordinating stakeholder communication, and managing cutover war-room execution with defined go/no-go criteria. ➢ Governed UAT sign-off and test gate process across each wave — validating SSO functionality, Group Policy application, conditional access policies, MFA enrollment, and service account authentication before approving production cutover. ➢ Delivered zero-incident migration and post-cutover hypercare — upskilling L1/L2 support teams on the Azure AD environment, tracking and closing all post-migration issues, and formally handing off steady-state operations with full documentation.

Operation Manager at LTM, Sep 2019 - Sep 2021 · 2 y, Bangalore

Technical Lead at Aspect Software, Mar 2018 - Aug 2019 · 1 yr 6 mos, Bangalore, ➢ Led a technical support team for the Aspect Unified IP enterprise contact center platform, coordinating complex customer issues, technical investigations, prioritization and resolution across enterprise environments. ➢ Provided technical leadership for complex application and infrastructure issues spanning SIP, RTP, TCP/IP, PKI, IIS, SQL and Hyper-V, driving structured troubleshooting and root-cause analysis through resolution. ➢ Coordinated cross-functional technical teams during critical customer issues, translating complex infrastructure and application dependencies into actionable resolution plans and maintaining stakeholder communication through closure. ➢ Developed and delivered protocol-level technical training and knowledge-transfer programs for engineers, strengthening troubleshooting capability and reducing dependency on senior SMEs. ➢ Led advanced diagnostics using Wireshark/network traces and application logs to isolate complex communication and application-layer issues in enterprise contact-center environments.

Network Support Engineer at Microsoft, Dec 2013 - Feb 2018 · 4 yrs 3 mos, Bangalore, ➢ Delivered Microsoft Premier Support for Fortune-class enterprise customers, owning complex infrastructure issues across DNS, DHCP, DirectAccess, VPN, NPS and PKI/Cryptography while coordinating technical resolution across customer and Microsoft engineering teams. ➢ Led end-to-end technical troubleshooting and stakeholder coordination for complex enterprise networking and identity infrastructure, driving issue resolution, escalation management, and customer communication through to closure. ➢ Supported enterprise-scale environments spanning DirectAccess, Wireless 802.1X, NPS, LBFO, and Network Load Balancing, developing deep expertise in Microsoft infrastructure and enterprise connectivity architectures.

Application Support Engineer at Symantec, Mar 2011 - Nov 2013 · 2 yrs 9 mos, Pune/Pimpri-Chinchwad Area, Supported enterprise backup and disaster recovery solutions across Windows and virtual environments. Led troubleshooting and patching initiatives to enhance system reliability and customer experience. - Work with Backup and restore of Active Directory, SQL, Sharepoint, Vmware and Hyper-v Servers. - Create Customer issue in-house. - Test the service pack and hot-fixes released. - Working with known issues of the product.

Technical Support Engineer at Mphasis, Sep 2010 - Mar 2011 · 7 mos, Pune/Pimpri-Chinchwad Area, Technical Support Engineer. Delivered L2 application and infrastructure support for banking clients.

Education

Bachelor of Engineering (BE), Mechanical Engineering, Visvesvaraya Technological University

PUC, Computer Science, SBRRM Mahajanas PUC