Greater Bengaluru Area
Enterprise IT Operations leader with 25+ years of experience driving global service governance, operational resilience, and large-scale IT support stabilization across manufacturing, BFSI, retail, and global capability center environments. Currently accountable for global IT service governance spanning 120+ countries within a multi-vendor SIAM operating model. Extensive experience leading enterprise-scale major incident management, executive escalations, and cross-regional service coordination across APAC, EMEA, and Americas. Recognized for strengthening service predictability through structured governance frameworks, KPI transparency, and incident trend analytics — including delivering a 54% reduction in Sev-1 MTTR and sustained SLA adherence across regions. Core strengths include: • ITIL-based Incident, Problem & Change Governance • Major Incident & Crisis Leadership • Global IT Operations & Service Stabilization • SIAM & Vendor Governance • SLA / KPI Performance Management • Enterprise Risk Awareness • Executive Stakeholder Engagement Open to senior leadership opportunities in IT Operations, ITSM Governance, Service Resilience, and Enterprise Support environments.
Lead enterprise-scale major incident governance across 120+ countries within a 24x7 follow-the-sun operating model. • Govern high-severity incidents (Sev 1 / Sev 2) across on-prem and cloud infrastructure portfolios • Coordinate strategic vendor ecosystem (TCS, BT, Wipro) under SIAM framework • Lead executive bridge calls ensuring transparent stakeholder communication • Drive SLA adherence, MTTR reduction, and service stabilization initiatives • Leverage incident trend analytics to identify recurring failure patterns and systemic risks Key Impact: • Achieved 54% reduction in Sev-1 MTTR • Sustained Business SLA adherence for 3+ years • Improved ServiceNow data accuracy from 84% to 97% • Built a high-stability team culture sustaining zero attrition for 5+ years • Enabled GBS Bangalore WFH continuity during COVID
Led multi-sector enterprise IT service delivery across IT, BFSI, and manufacturing verticals. • Managed €15M service portfolio covering database, Unix, EUC, middleware, data center, and network services • Led Delivery Managers and Project Managers across outcome-based and T&M engagements • Strengthened contract governance and financial tracking processes Key Impact: • Transformed red-flagged engagement into profitable, escalation-free delivery • Supported RFP solutioning and commercial negotiations, contributing to key deal wins • Earned “Enabler Award” for bringing in ownership and innovation in service delivery
Multiple Leadership Roles: Service Delivery Manager | Nov 2013 – Apr 2015 Led enterprise IT service delivery for ABB India operations with a 172-member cross-functional team covering governance, EUS, network, security, data center, database, compliance, and service management. • Chaired Major Incident bridges and Change Review Boards • Strengthened network, asset, and security compliance through structured governance • Delivered $250K+ annual cost savings through partner realignment • Introduced paperless asset inventory model saving $60K annually • Consistently achieved Top 1–2 CSAT ranking across ABB global operations • Led enterprise upgrades including Office 365 rollout and infrastructure refresh initiatives Head – End User Support | Mar 2010 – Oct 2013 Managed End User Support services across 60 locations covering 10,500+ assets with a 124-member team. • Turned around red-flagged engagement into profitable, high-CSAT delivery • Consolidated regional partner model into a unified support structure • Strengthened customer engagement and operational control frameworks • Received multiple IBM leadership recognitions for process innovation and service excellence
Multiple Leadership Roles | 2005 – 2010 | India & Indonesia Progressed across four leadership roles spanning Service Desk, Infrastructure Operations, Offshore Development Center commissioning, and International Program Management. National Service Desk Manager | Apr 2009 – Mar 2010 | Mysore Led National Enterprise Service Desk supporting 1,000+ customers across India in a 24x7 model. • Incident Process Owner for Enterprise Services division ensuring ITIL adherence • Automated reporting dashboards saving 670 man-minutes daily • Improved call closure efficiency through structured operational controls Onsite Program Manager | Mar 2008 – Mar 2009 | Jakarta, Indonesia Managed end-to-end infrastructure delivery in onsite-offshore model for telecom client. • Built and led 30-member onsite team (zero attrition) • Implemented ITIL v3 framework across infrastructure services • Strengthened SLA governance and system availability Operations Manager – SEZ & ODC Commissioning | Oct 2006 – Nov 2007 | Bangalore Led large-scale ODC commissioning and infrastructure transition initiatives. • Commissioned 36 ODCs (3,500+ users) within 10 months without CSAT impact • Achieved zero audit non-conformities (ISO / ITIL adherence) • Recognized for crisis leadership and governance excellence Site In-Charge – IT Facility Management | Jan 2005 – Sep 2006 | Bangalore Managed infrastructure services across 12 locations under ISO governance. • Secured 15% contract value increase at renewal • Delivered migration project beyond original scope • Achieved 0 attrition and Best Team recognition