Headline

Delivery Lead | EUS Manager | Seasoned IT Professional | Expertise in Cloud Solutions, End-User Support, & Team Leadership | Proven Track Record in Enhancing Service Delivery & Customer Satisfaction

About

IT Service Delivery leader with 11 years of experience driving operational excellence, incident response, and customer outcomes across enterprise environments. Currently working as a Delivery Lead in Cloud Infrastructure, I’m known for turning complex, high-pressure issues into clear actions, fast resolution, and measurable service improvements. I thrive at the intersection of people, process, and technology—leading teams through major incidents, strengthening day-to-day operations, and partnering with stakeholders to deliver consistent, reliable services for global users. What I bring: End-to-end Service Delivery: Improving stability, efficiency, and user experience through structured execution and continuous improvement Major Incident & Operational Leadership: Calm, accountable leadership during critical outages with strong communication and post-incident learnings Technical & Collaboration Strength: WebEx, Active Directory, O365 administration, Agile ways of working, and cross-team coordination Team Leadership: Building motivated, high-performing teams aligned to business goals and service KPIs I hold a Bachelor’s in Computer Application and I’m open to Service Delivery Manager roles (and related opportunities) where I can help teams scale reliability, elevate customer satisfaction, and deliver results.

Location

Bengaluru

Work experience

Delivery Lead - Cloud Infrastructure at UST, Jan 2023 - Dec 2025 · 3 yrs, Thiruvananthapuram, Kerala, India, Clients: DANA (Automotive) and Schroders (Asset & Wealth Management) • Manage project operations and oversee the Major Incident Management process for a global client, ensuring rapid resolution of critical issues with direct client interactions. • Lead the delivery team, handling escalations and bringing challenging operational processes under control within 6 months of me joining project. • Where the team did the Application Service management by providing technical support and lifecycle management (monitoring, maintenance, upgrades) for cloud databases. • Conducted interviews for Talent requirements for multiple internal projects • For Azure and Other support Services: a) Documentation and Knowledge Base: Created and maintained comprehensive troubleshooting guides and internal knowledge base articles to improve first-call resolution (FCR) rates and support team efficiency. b) Incident Communication: Served as the primary technical point of contact for complex issues, providing timely and professional written and verbal updates to technical and non-technical stakeholders. c) Root Cause Analysis (RCA): Conducted thorough RCAs for critical outages, presenting detailed findings and long-term preventative measures to clients. d) Service Delivery: Maintained a high Customer Satisfaction (CSAT) score by delivering professional, expert-level technical support and managing customer expectations effectively. e) Used Runbook for assisting Schroders(another client) Project operations.

Information Technology Operations Analyst at Artech L.L.C., Apr 2022 - Dec 2022 · 9 mos, Bengaluru, Karnataka, India, Contract for Wells Fargo • Monitored system performance metrics to identify operational bottlenecks, improving incident response time and maintaining service reliability. • Analysed root causes of technical issues to develop corrective actions, enhancing system stability and minimizing downtime. • Coordinated with cross-functional teams to implement process improvements that increased workflow efficiency and operational consistency. • Designed and maintained dashboards for real-time tracking of key performance indicators, supporting proactive decision-making and issue resolution. • Validated data integrity across platforms to ensure accuracy in reporting and compliance with regulatory standards

CST at Rackspace Technology, Sep 2021 - Feb 2022 · 6 mos, Bangalore Urban, Karnataka, India, • Email & Domain Services Support • Provided comprehensive support for Rackspace Email, Hosted Exchange (2010/2013/2016), Office 365, and Domain Services, including registration, hosting, and DNS management. • Troubleshot email connectivity, client configuration (desktop, mobile), and general user queries, escalating billing or complex errors as needed. • Mailbox & Tenant Administration • Managed mailboxes and Office 365 Exchange Online services via admin portals (creation, deletion, modification, licensing). • Assisted with mailbox data recovery, archiving services, password resets, and spam security measures (SPF, DKIM, DMARC configuration). • Migration & Deployment Assistance • Supported customer-led email migrations from external sources and upgrades between Rackspace products using third-party tools. • Assisted in creating new Rackspace Cloud Office accounts and guided customers through setup processes. • Advanced Configuration & Collaboration • Configured and managed Exchange components: Distribution Lists, Resource mailboxes for scheduling, and Public Folders. • Assisted reseller customers with technical queries, custom control panels, and website creation. • Investigated email traffic logs and login reports to trace delivery issues and block spammers at the domain or mailbox level. • Ticket & Workflow Management • Coordinated with backend teams by creating tickets for cache clearance and Active Directory support. • Utilized Rackspace's ticketing tool to address customer concerns and raise support tickets for end-users. • Processed technical inquiries and escalated complex issues to specialized teams, enhancing resolution efficiency and improving customer support workflow

End User Support Manager at Wipro Limited, Jul 2019 - Apr 2021 · 1 yr 10 mos, Greater Bengaluru Area, Clients: Aricent-Altran(Network currently Capgemini) and Ujjivan Small Finance (Bank) • Directed daily operations of executive and end-user support teams to ensure timely resolution and high customer satisfaction levels. • Established protocols for incident escalation and response, improving service reliability and reducing downtime for critical users. • Aligned support resources with organizational priorities to optimize productivity and enhance overall team efficiency. • Coordinated cross-functional collaboration to streamline communication and accelerate issue resolution across departments. • Implemented training programs that increased user adoption of support tools and improved self-service capabilities. • Monitored support quality metrics to enforce compliance with service standards and drive continuous improvement. • Optimized ticket management processes to reduce response times and enhance the predictability of service delivery. • Implemented proactive hardware and software audits that enhanced security compliance and reduced the frequency of critical system incidents for end users. • Monitored and resolved complex end-user issues to improve response accuracy, significantly enhancing executive satisfaction and support reliability. • Refined support workflows to accelerate issue escalation, enhancing resolution efficiency and boosting user confidence in IT services.

Technical Support Associate at IBM, Mar 2017 - Jan 2019 · 1 yr 11 mos, Bengaluru, Karnataka, India, Advanced Technical Resolution: Resolved complex, high-priority technical issues with dependable and timely solutions, acting as a dedicated customer advocate to influence product and process improvements based on direct feedback. • Infrastructure & Root Cause Analysis: Delivered remote infrastructure support and performed in-depth problem cause analysis to diagnose root causes, ensuring urgent issues were resolved in the most effective manner possible. • Collaborative Customer Service: Collaborated with support colleagues and cross- functional internal teams to provide superior, seamless customer service and drive process improvements. • High-Pressure Environment Excellence: Thrived in a fast-paced environment, adeptly managing multiple tasks and projects with changing priorities while maintaining high productivity and efficient time utilization. • Problem-Solving & Diagnostics: Demonstrated superior diagnostic skills by assembling accurate problem descriptions, narrowing reported issues to their root causes, and deploying creative solutions to address customer concerns effectively. • Enterprise Application Support: Supported mission-critical applications for a top aviation industry client (Airbus), ensuring 24/7 uptime for aircraft tracking systems and managing confidential documentation for client stakeholders. • Process Innovation: As an Enterprise Design Thinking Practitioner, spearheaded process improvements by sharing and implementing innovative ideas to enhance both workflow efficiency and the team environment. • Core Expertise: Commercially standard software applications, major desktop operating systems, advanced probing/questioning techniques, and consistent achievement of defined productivity metrics within rotational shift schedules.

Education

Bachelor's degree, Computer Science, Glocal University

YESI EDUCATION