Aditya Kumar Singh
New Delhi
Summary
Seasoned IT Infrastructure & Cloud Operations Leader with 12+ years of experience across Azure Administration, Windows Infrastructure, NOC Operations, and IT Service Management.
Proven expertise in building and leading high-performing technical teams handling Cloud (Azure), Windows Servers, Active Directory, Network Operations, and Major Incident Management (Sev1/Sev2).
Recognized for transforming underperforming operations, improving SLA adherence, reducing MTTR, and successfully stabilizing client engagements resulting in contract extensions and formal client appreciation.
Strong leadership presence with hands-on technical depth and stakeholder management capabilities.
Overview
17
17
years of professional experience
4
4
Certifications
Work History
Technical Specialist
HCL Technologies
03.2023 - Current
- Administer and maintain Active Directory Domain Services (AD DS) infrastructure, including Domain Controllers, schema management, and Organizational Unit (OU) structure.
- Manage Active Directory replication topology, backup, and disaster recovery processes.
- Implement and enforce Group Policy Objects (GPOs) in alignment with organizational security policies.
- Perform user and identity lifecycle management, including account provisioning, deprovisioning, password resets, and lockout resolution.
- Manage NTFS permissions, shared folder access, and user quota allocations.
- Administer core network services including DNS and DHCP.
- Perform system administration, monitoring, and maintenance for Windows Server environments (2012, 2016, 2019).
- Manage file system-level backup and restoration activities.
- Configure and maintain hybrid identity solutions using Azure AD Connect and monitor synchronization health.
- Administer Azure Active Directory, including enterprise applications and identity governance.
- Manage Azure subscriptions, resource groups, and implement Role-Based Access Control (RBAC).
- Deploy and manage Azure infrastructure services, including Virtual Machines, Availability Sets, Scale Sets, storage accounts, and backup solutions.
- Implement and manage Azure Backup and data import/export operations.
- Translate business requirements into technical solutions and support implementation.
- Support system testing, deployment, and ongoing operational maintenance.
- Administer and maintain Public Key Infrastructure (PKI) services.
Support Escalation Engineer (NOC Lead)
Persistent Systems
11.2021 - 03.2023
- Established and structured a 24x7 Network Operations Center (NOC) from the ground up, defining operational processes, escalation matrices, and governance frameworks.
- Led cross-functional teams supporting Network, Server, and Cloud infrastructure environments.
- Served as the primary escalation point for critical incidents and managed client-facing communications during major outages.
- Implemented operational improvements that reduced recurring incidents and enhanced SLA compliance.
- Strengthened client relationships through structured reporting, effective RCA governance, and service stabilization initiatives.
- Revived a project approaching contract termination by improving service delivery standards, resulting in contract extension and formal client appreciation.
- Managed mission-critical incidents across network, server, and cloud platforms, ensuring minimal business disruption.
- Coordinated with L2 and L3 technical teams to drive timely escalations and outage resolution.
- Conducted Root Cause Analysis (RCA) for recurring incidents and implemented preventive and corrective actions.
- Optimized monitoring frameworks to improve infrastructure visibility and performance.
- Ensured seamless 24x7 follow-the-sun operational support across global regions.
- Developed and maintained Standard Operating Procedures (SOPs) and continuously improved operational processes.
NOC Engineer
Shree Infosoft
02.2019 - 11.2021
- Lead a 24x7 NOC team of 10 engineers, ensuring smooth operations and meeting service performance goals.
- Monitor network, server, and application infrastructure using industry-standard tools.
- Conduct daily health checks, trend analysis, and implement proactive measures to prevent downtime.
- Deliver weekly and monthly KPI/SLA reports to leadership.
- Execute change management activities aligned with ITIL processes.
- Mentor and train new engineers; led onboarding and capability-building programs.
Support Analyst (Windows Admin), Incident Management & (Cloud)
Irexx Technologies
03.2017 - 02.2019
- Dealing with the cases related to multiple components like account lockout.
- Maintaining the case hygiene by updating the proper case notes and sending the summary email to the customer.
- DFSR, AD replication, SBSL Kerberos Authentication issue, group policy.
- Arranging bridge calls with the clients, Technical teams & Vendors for Major Incident updates.
- Opening of Tech Bridge (sending notification, raising P1 ticket) in case of failure, major application failure.
- Taking the ownership of high priority Incidents and resolves it within provided SLA.
- Coordination with Problem team for quick fix for P1 & P2 Incidents.
- Analyzing for reducing the Incident counts and taking corrective actions.
- Verify Root Cause and solution options and/or temporary solution.
- Responsible to handle escalated Incidents and effected business is restored quickly with minimal disruption.
- Ensure that Incidents assigned to their Support Groups are closed with proper resolution.
- Reactive/proactive analysis of tickets.
- Reviewing SLA performance and recommend corrective action.
- Handling issues related to laptop, desktop and printers.
- Assisting customers through remote support and phone support.
- Handling issues related to internet connectivity issue, email, Microsoft and other 3rd part applications.
- Incident Management: Categorization of incidents in Remedy (Ticket Logging) tool, on the basis of business impact.
Subject Matter Expert
Teleperformance
05.2011 - 05.2014
- Provision of technical support and issue resolution services directly to key Enterprise customers, leveraging appropriate internal and external resources to bring cases to closure.
- Responsible for ongoing knowledge and skill development and also for identifying development needs and addressing knowledge gaps.
- Work closely with learning and development team to improve the customer experience on different channel of communications.
- Share the update within the technical teams to ensure competent support to the customer.
- Project: Adobe.
Technical Support Advisor
IBM Global Services
12.2008 - 01.2011
- Provide Customer service and technical support to customers for their issues related to broadband and phone internet.
- Ensure customer retention and providing quality service to maintain reputation and business values of the company.
- Identifying support issues and customer complaints that need to be escalated.
- Project: Virgin Global.
Education
DOEACC "A" LEVEL - Completed
DOEACC
Delhi01.2014
B.Com - Commerce
Delhi University
Delhi01.2008
Class XII - CBSE
Kendriya Vidyalaya
Lucknow01.2004
Class X - CBSE
Kendriya Vidyalaya
Lucknow01.2002
Skills
- Network Operations Center (NOC) Lead
- Active Directory management
- Azure administration
- Group Policy implementation
- Incident resolution
- Backup management
- Network troubleshooting
- Root Cause Analysis
- Cross-functional collaboration
- Documentation development
- Problem solving
- Effective communication
- Leadership skills
- IT infrastructure
- Project planning
- Team Building & 24x7 Operations Management
- Major Incident (Sev1/Sev2) & Crisis Leadership
- Client & Stakeholder Governance
- SLA / KPI Management & Service Delivery
- Service Improvement
- Microsoft Azure Administration (AZ-900, AZ-104)
- Azure AD & Identity Access Management (IAM)
- Active Directory & Windows Server Administration
- Infrastructure Monitoring & Performance Optimization
- Escalation Management & Cross-Functional Coordination
Certification
Microsoft Certified: Azure Fundamentals (AZ-900)
Timeline
Technical Specialist
HCL Technologies
03.2023 - Current
Support Escalation Engineer (NOC Lead)
Persistent Systems
11.2021 - 03.2023
NOC Engineer
Shree Infosoft
02.2019 - 11.2021
Support Analyst (Windows Admin), Incident Management & (Cloud)
Irexx Technologies
03.2017 - 02.2019
Subject Matter Expert
Teleperformance
05.2011 - 05.2014
Technical Support Advisor
IBM Global Services
12.2008 - 01.2011
DOEACC "A" LEVEL - Completed
DOEACC
B.Com - Commerce
Delhi University
Class XII - CBSE
Kendriya Vidyalaya
Class X - CBSE
Kendriya Vidyalaya