About
Experienced IT Operations Manager with expertise in IT service delivery, service desk management, infrastructure operations, incident, problem, and change management. Strong background in SLA management, team leadership, vendor management, and process improvement. Proven ability to optimize IT operations, ensure business continuity, and deliver high-quality IT services in enterprise environments.
Experience3
IT Operations Manager
Dec 2025 — Presenti4T - Ideas 4 Transformation
Manages end-to-end IT Service Desk operations ensuring high availability and SLA compliance. Leads and coaches Service Desk analysts to deliver quality support, oversees Incident, Problem, Change Management, and Request Fulfillment, and resolves complex technical issues collaborating with infrastructure and network teams. Tracks operational performance via dashboards to drive continuous improvements, performs resource planning and shift scheduling, maintains SOPs and documentation, and manages stakeholder communication and major incident coordination.
IT Infrastructure and Security Engineer
May 2019 — Oct 2025Maximus Infoware Pvt Ltd
Conducted security updates and inspections on systems and networks, provided network-level support (WAN and LAN connectivity), and collaborated cross-departmentally to ensure partner satisfaction. Managed Windows desktop environments, Office365 mail configuration, Active Directory user and vendor management, and network monitoring. Prepared reports and coordinated policy enablement with service providers. Led audits including PCI DSS and ISO 27001, prepared and maintained SOPs, change and incident management documentation.
IT Executive
Apr 2008 — Apr 2019CMS IT Services Pvt Ltd
Monitored CMS network across 30 locations maintaining 100% uptime, managed application performance monitoring for MPLS bandwidth utilization, basic network device management, and coordinated with service providers for WAN links and firewall/server hardware support. Managed network monitoring tools such as What's Up Gold, Nagios, and Netflow Analyzer. Administered Windows desktop environments, Active Directory user management, remote desktop, and server backups using VERITAS Net Backup Console.