Amit Kumar Upadhyay

Key Achievements & Core Responsibilities:

• Security & Compliance Management: Led security patching, vulnerability management, and compliance for 50K+ VDIs, 30K+ physical desktops/laptops, 40K IGEL Thin Clients, and critical infrastructure, ensuring regulatory compliance and risk mitigation.
• Ensured regulatory compliance at all times by implementing robust internal controls systems coupled with proactive monitoring mechanisms.
• Disaster Recovery & Business Continuity: Maintained 100% compliance for Disaster Recovery (DR) and Business Continuity Planning (BCP) across 12+ global data centers.
• Operational Resilience & Incident Response: Developed and tested Cyber Resiliency & Incident Response runbook, ensuring seamless service restoration during major incidents.
• IT Service & Performance Management: Oversaw Incident, Change, Major Incident, and Problem Management, ensuring high service availability and operational efficiency.
• Leadership & Team Management: Managed a team of 10 internal staff and 104 vendor-contracted employees, fostering high-performance service delivery.
• Transformed customer experience by designing and executing comprehensive service improvement initiatives aimed at enhancing satisfaction levels.
• Risk Management: Strengthened audit readiness and compliance for End User Computing (EUC) services, implementing governance frameworks for Incident Reduction, Vendor Risk, Technology Operations, and Financial Reporting.
• Vendor & Financial Governance: Managed third-party risk, billing, and service contracts, ensuring financial oversight and cost optimization.
• Strategic & Client-Centric Leadership: Represented EUC Workspace Technology in governance and steering committees, collaborating with Technology Service Desk, Engineering, and Business Leaders to drive operational excellence.
• Process Optimization & Innovation: Identified opportunities to enhance business workflows, productivity, and automation, fostering a culture of continuous improvement.
• Contract Negotiation & Fiscal Responsibility: Negotiated high-value contracts to maximize profitability and mitigate risks, ensuring budget adherence and return on investment.
• Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
• Collaborated with senior management to develop strategic initiatives and long term goals.
• Identified opportunities to improve business process flows and productivity.
• Demonstrated proficient leadership skills to motivate employees and build competent teams.
• Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
• Led recruitment and development of strategic alliances to maximize utilization of existing talent and capabilities.

Key Achievements & Core Responsibilities:

• Reduced Major Incidents by 50% within a year as well as End Users reported Incidents by 40% by implementing proactive monitoring, automation, and efficient Problem Management with root cause analysis frameworks.
• Led Global Service Management and L2 Operations for End User Services (EUS) across Desktop, Mobility & Print platforms.
• Ensured 100% compliance with Disaster Recovery (DR) and Business Continuity Planning (BCP) initiatives.
• Strengthened release, change, and problem management practices, ensuring seamless deployments and minimizing service disruptions.
• Successfully managed vendor performance, enforcing SLAs and KPIs through monthly governance reviews.
• Directed a team of 10+ Level 2 Desktop & Application Support Engineers, fostering growth, performance, and development.
• Strengthened security and compliance measures, aligning with regulatory requirements and risk mitigation strategies.
• Infrastructure Operations & Incident Management: Led and drove Major, Critical, and Security related Incidents, ensuring swift resolution and minimal business impact.
• Proactive Incident Reduction: Implemented automated monitoring, preventive maintenance, and root cause analysis to reduce Major Incidents by 50% in one year.
• Release & Change Management: Oversaw end-to-end release and deployment processes, ensuring system stability while minimizing operational risk. Managed change requests, approvals, and implementation strategies to drive seamless IT transitions.
• Problem Management: Conducted root cause analysis (RCA) and preventive measures to eliminate recurring issues, improving overall system resilience.
• People Management: Led and mentored a team, ensuring operational excellence and career development.
• Vendor & Performance Governance: Managed outsourced services, driving adherence to SLAs and KPIs.
• Operational Excellence: Maintained service delivery standards, risk mitigation, and regulatory compliance.
• Disaster Recovery & Compliance: Oversaw BCP and DR strategies to ensure business continuity and resilience.
• Established a high-performance culture within the team by setting clear expectations and providing regular feedback on individual performance contributions.
• Optimized resource allocation by analyzing operational needs, reallocating resources as needed to maximize efficiency across all functions.
• Fostered strong relationships with key clients, leading to repeat business and a significant increase in customer satisfaction ratings.
• Attended weekly meetings and special sessions of Leadership and Executive Leadership Teams and contributed to major administrative initiatives, policies and decisions.
• Assisted in recruiting, hiring and training of team members.

Key Achievements & Core Responsibilities:

• Led the Wintel & Virtualization team as regional Tech Lead, managing end-to-end infrastructure for enterprise clients.
• Administered and optimized Windows Server environments, ensuring high availability and performance.
• Designed and implemented VMware-based virtualization solutions, reducing hardware costs and improving scalability.
• Managed Active Directory, Group Policies, and Domain Controllers to maintain security and compliance.
• Spearheaded incident resolution, problem management, and root cause analysis to enhance system reliability.
• Collaborated with cross-functional teams to support disaster recovery (DR) strategies and business continuity plans.
• Automated routine operational tasks using PowerShell scripting, increasing efficiency and reducing manual effort.
• Provided technical mentorship and training to junior engineers, improving team expertise and productivity.
• Ensured 100% Security Patching and OS releases compliance for Wintel Infrastructure of more than 50K Windows Servers.
• Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
• Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
• Participated in ongoing professional development opportunities to stay current with industry trends and best practices.

Level 2 Desktop Engineer – Key Achievements & Core Responsibilities:

• Provided technical support to end users, ensuring seamless IT operations by resolving Desktop Incidents promptly and efficiently.
• Developed detailed technical documentation to facilitate knowledge sharing among team members and aid in future troubleshooting efforts.
• Assisted in managing and maintaining IT infrastructure, including desktop support and service desk operations.
• Worked closely with global IT teams to align support strategies and best practices.
• Service Desk Establishment: Played a key role in setting up Service Desk operations in India, including training, coaching, and mentoring Service Desk agents to enhance support efficiency.
• Data Center Projects: Contributed to the design and setup of data centers in Gurgaon and Chennai, leading server installations and managing application migrations, including Active Directory and profile migrations.

Virtualization & Hypervisor Management SME

Key Responsibilities & Achievements:

• Specialized in hypervisor management and virtual infrastructure setup.
• Managed and optimized VMware-based virtual infrastructure, ensuring high availability and efficiency.
• Led local Site Operations team, L2 Desktop Operations, and Data Center operations in India, aligning with global IT standards.
• VMware Virtual Infrastructure Implementation: Led the end-to-end deployment of VMware-based virtualization, enabling scalable and resilient IT infrastructure for the bank.
• Operational Leadership: Oversaw critical IT operations, ensuring seamless service delivery and efficient management of IT infrastructure.

Key Responsibilities & Achievements:

• Desktop & Server Support: Provided technical support, troubleshooting, and maintenance for desktops, laptops, and servers, ensuring minimal downtime.
• Operating System & Software Management: Installed, configured, and updated Windows/Linux OS, drivers, and enterprise software.
• Network & Connectivity Support: Managed LAN, WAN, VPN, and Wi-Fi connectivity issues, resolving network-related concerns for end-users.
• User Account & Access Management: Handled Active Directory (AD) administration, user provisioning, password resets, and access control.
• Hardware Maintenance & Upgrades: Diagnosed and replaced faulty hardware components such as RAM, HDDs, motherboards, and power supplies.
• Incident & Problem Management: Logged, tracked, and resolved IT incidents as per ITIL best practices, escalating complex issues when required.
• Server Administration: Assisted in Windows Server management, including performance monitoring, backup operations, and security updates.
• Security & Compliance: Enforced endpoint security policies, antivirus updates, patch management, and data protection measures.
• IT Asset & Inventory Management: Maintained records of IT assets, procurement, and stock levels for efficient resource allocation.
• Customer Support & Service Desk Coordination: Provided onsite and remote support, collaborating with IT teams to resolve technical issues.