---
title: "Kenny R. - Delivery Lead - Cloud Infrastructure in Bengaluru | Tal"
description: "Meet Kenny R., 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 based in Bengaluru."
image: "https://tal.club/meet/kenny-robin/share-image"
---

# Kenny R\. on Tal

## 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

[View the original profile](https://tal.club/meet/kenny-robin)

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