Headline

IT Operations & Service Delivery Leader | Infrastructure | EUS | NOC | ITIL | ISO 27001 | 24x7 Global Operations | SLA & Incident Management

About

With over 22+ years of experience in IT Operations, Infrastructure Management, and Service Delivery, I specialize in leading large-scale, 24x7 global IT environments with a strong focus on operational excellence, SLA compliance, and customer satisfaction. I have successfully managed Infrastructure, EUS, and NOC teams supporting enterprise environments across multiple geographies. My expertise includes: ✔ IT Infrastructure & Data Center Operations ✔ End User Services (EUS) Management ✔ NOC & 24x7 Operations Leadership ✔ Incident, Problem & Change Management (ITIL) ✔ ISO 27001 / ISMS Governance ✔ Vendor & Stakeholder Management ✔ Automation & Process Optimization I am passionate about building high-performing teams, improving service reliability, and driving continuous improvement in IT operations. Open to senior leadership roles in IT Operations, Infrastructure, and Service Delivery across global enterprises.

Location

Greater Bengaluru Area

AI stack

claude

notebooklm

openai

perplexity

Work experience

Service Delivery Manager at HCLTech, Mar 2025 - Present · 1 yr 7 mos, India, Ensure 24×7 monitoring of network and IT systems Manage incidents, outages, and escalations Lead and schedule NOC team operations Ensure SLA compliance and service availability Coordinate with L2/L3 teams and vendors Prepare performance and incident reports Maintain SOPs, documentation, and processes Communicate status updates to management and clients

General Manager IT Infrastructure and Chief Information Security Officer CISO at FirstMeridian Business Services Limited, Dec 2021 - Mar 2025 · 3 y 3 mo, Bangalore Urban, Karnataka, India, FirstMeridian is a HR platform set up by marquee investors - Janchor Partners, Goldman Sachs and Samara Capital and led by industry leaders with vast experience. Within a short time, First Meridian has become the 3rd largest flexi staffing firm in India. CISO Key role in driving information security function across Firstmeridian group. • prepared and roll out ISO 27001:2013 & 2022 ISMS across Firstmeridian Group and is responsible to deliver the Group’s Information Security Program at the organisational level across 8 Business Lines covering 1500+ users. • Member of core IS team set up to provide strategic direction to and operationalize Information Security function. • Key role in improving company’s information security strategy, and practices & effecting enterprise-wide culture change. • Maintaining Security Compliance Framework as per Firstmerdian Security policy & directives.

Associate Manager - IT Infrastructure at First American (India), Dec 2016 - Dec 2021 · 5 yrs 1 mo, Bangalore, India, My primary activities includes – 1. Managing 24x7 offshore Service Desk & Operations. 2. Worked in close coordination with multiple Business Leaders / Operations Teams for a successful transition and operation kick off. 3. Developed & maintained strong relationships with Service Owner and Operations Leader. 4. Delivery committed SLA as per agreement. 5. Resource & Budget planning. 6. People Management: Hiring, Mentoring, Coaching, Appraisal, Conflict Resolution 7. Change Management, Stakeholder Management, Risk, Capacity and Delivery Management 8. Identify cost saving mechanisms to increase profit / margin. 9. Review meetings with internal clients and Vendors. 10. Resource management - shifts Management & Call distribution. 11. Employee performance & setting KPI.

Manager - Sr. Systems Support Technology Lead at Societe Generale Global Solution Centre, Sep 2006 - Nov 2016 · 10 yrs 3 mos, Bangalore,  Managing 24x7 onsite EUS (Service Desk & Desktop support).  Worked in close coordination with multiple Business Leaders / Operations Teams for a successful transition and operation kick off.  Developed & maintained strong relationships with Service Owner and Operations Leader  Collected Voice of Customers and reviewed it with IT Leaders to identify service enhancement.  Vendor engagement and management.  Delivery committed SLA as per agreement  Resource & Budget planning.  Steered complete EUS Service Delivery and Operations.  Identified potential opportunities to improve services leveraging tools & process.  Coached & mentored the team (technical and non-technical) and managed their performance.  Driving projects as per customer requirement within the budget and timelines  Working for Transition of Out Of Office support for Paris, UK and US, (end to end : Transition, Including planning, implementing, execution).  Deliver all Transition Projects and Programmers in line with recognized best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting).  Planning, coordination, monitoring delivery of project activity.  Manpower planning, hiring, staffing & training  Build Scope of Work as per customers requirement  Identify cost saving mechanisms to increase profit / margin.  Review meetings with Internal clients and Vendors  Conduct project status reviews & performance reviews  Setting up/ implementation of Helpdesk  Project design, Planning, implementing and Monitoring  Working with Regional & Global team to drive global initiatives in the Bangalore Offices  Vendor Management, review meetings with Vendors and negotiating various requirements with the Vendors  Resource management - shifts Management & Call distribution. 

Education

Engineer’s Degree, Computer Technology/Computer Systems Technology, nagpur university

Diploma in engineering, Computer Technology/Computer Systems Technology, Shri Datta Meghe polytechnic, Nagpur