AJAY KUMAR SHARMA
Delhi
Summary
IT Infrastructure and Operations Leader with 15+ years of experience delivering stable, secure, and scalable IT services in enterprise and regulated environments. Strong expertise in IT Operations, Service Desk and Helpdesk management, ITIL processes (Incident, Problem, and Change Management), SLA/KPI governance, vendor management, and team leadership. Proven track record of improving service quality, reducing downtime, supporting audits, and driving continuous service improvement while leading high-performing teams across shift-based operations.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Lead - IT Infrastructure Operations
Sun Life Global Services India
12.2017 - Current
- Lead a10-member IT infrastructure and service desk team supporting 4,000+ global users across enterprise environments
- Manage end-to-end IT operations including incident, problem, and change management in alignment with ITIL framework
- Monitor SLA and KPI performance, proactively managing ticket queues and preventing SLA breaches
- Act as primary escalation point for P1/P2 incidents, VIP users, and critical business-impacting issues
- Coordinate with internal resolver groups and external vendors to ensure timely resolution of incidents and service requests
- Drive continual service improvement initiatives including backlog reduction, ticket prioritization, and knowledge base enhancement
- Support internal and external IT audits, asset decommissioning activities, and compliance requirements
- Oversee SCCM imaging, endpoint management, and collaboration tools including Microsoft Teams, Zoom, DTen, and webinar platforms
- Conduct regular coaching, knowledge-sharing sessions, and performance reviews to improve team capability and service quality
- Via Randstad India Pvt. Ltd.
Senior System Engineer
Network Solution India Pvt. Ltd.
06.2010 - 12.2017
- Delivered Level 2 desktop and infrastructure support across multiple enterprise client environments
- Supported configuration and troubleshooting of enterprise applications including Lotus Notes
- Played a key role in VMware VDI rollout and Wyse Thin Client implementation, improving data security and reducing operational costs
- Ensured SLA compliance through effective incident resolution and proactive end-user support
- Managed IT asset issuance, inventory updates, and ServiceNow asset tracking
- Supported onboarding and offboarding processes, ensuring access control and compliance
- Acted as escalation point for imaging, VDI, and endpoint-related issues, coordinating with global IT teams
- Created technical documentation, knowledge base articles, and process manuals to streamline IT operations
- An IBM Company
- Clients Supported: Sun Life, Max Hospital, Shoppers Stop, Jindal Group, University of Chicago, Maruti India
Education
Bachelor of Commerce - Accounts Honours
Jai Prakash University
Chhapra01.2001
12th Standard - undefined
BIEC Patna
Patna01.1997
10th Standard - undefined
BSEB Patna
Patna01.1995
Skills
- IT Operations & Infrastructure Management
- Service Desk / Helpdesk Operations (L1-L3 Coordination)
- ITIL Framework (Incident, Problem, Change Management)
- SLA, KPI & Service Delivery Management
- Escalation & Major Incident Management
- Team Leadership & Shift Management
- Vendor & Third-Party Management
- End User Support & VIP Support
- IT Asset Management & Audits
- Endpoint & Device Management
- Security, Compliance & Business Continuity
Certification
- Microsoft Certified Professional (MCP)
- ITIL Foundation Certification
- VMware 5.5 Program
- SCCM 2012 / 2016 Training
- AWS Solution Architect - Associate (SAA-C03) Training
- Diploma in Hardware & Networking
Tools And Technologies
ServiceNow, SCCM, Intune, JAMF, Azure AD, Apple Business Manager (ABM), VMware, VDI, MFA, CyberArk, McAfee ePO, Microsoft Teams, Zoom, DTen, Webinar Platforms, Windows, macOS, SLA Reports, KPI Dashboards
Timeline
Lead - IT Infrastructure Operations
Sun Life Global Services India
12.2017 - Current
Senior System Engineer
Network Solution India Pvt. Ltd.
06.2010 - 12.2017
12th Standard - undefined
BIEC Patna
10th Standard - undefined
BSEB Patna
Bachelor of Commerce - Accounts Honours
Jai Prakash University