Anil Kumar
Bengaluru
Summary
ITSM Consulting & Service Delivery Leader with 20+ years of experience driving Global Service Introduction (GSI), Transition & Transformation, and operational excellence across enterprise environments. Proven in enabling predictable, scalable, and audit-ready IT operations through ORC-based readiness, disciplined service acceptance, standardized runbooks, and post-transition stabilization. Strong background in multi-tower transitions, AI Ops enablement, and stakeholder alignment to deliver sustained service maturity improvements.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Manager – IT Service Management & Delivery
EY
Bengaluru
10.2024 - Current
- Lead Global Service Introduction (GSI) for enterprise services across multiple towers, managing a team of 11 resources.
- Own the end-to-end service introduction lifecycle including discovery, ORC validation, KT, OAT, readiness assessment, hypercare, and BAU handover.
- Implemented ORC-based readiness frameworks to control transition risk and ensure consistent service onboarding quality.
- Post-Service Introduction, executed structured stabilization and service improvement initiatives resulting in a 30–40% reduction in P1–P3 incidents.
- Standardized runbooks and SOPs to improve operational consistency, reduce dependency on individuals, and accelerate stabilization.
- Strengthened service governance through structured review cadence, enabling effective risk and dependency tracking, performance monitoring, and readiness checkpoints.
- Managed a ₹7 Cr service portfolio, aligning commercial performance with operational excellence.
- Led AI Ops–enabled improvements using predictive insights, event correlation, and noise reduction to enhance service stability and operational efficiency.
Senior Information Technology Consultant
EY
Bengaluru
07.2021 - 10.2024
- Improved service reliability through root cause elimination, workflow optimization, and proactive service improvement actions.
- Delivered multiple GSI waves across applications and services, enhancing global delivery environments.
- Coordinated transition governance activities, ensuring compliance with stage gates, RAID tracking, service acceptance, and readiness validation.
- Developed and maintained centralized Knowledge Repository for KT artefacts, OAT evidence, ORC checklists, SOPs, and runbooks, facilitating knowledge sharing.
Global Command Centre – Monitoring Lead
DXC Technology
Bengaluru
03.2019 - 06.2021
- Led monitoring operations to enhance service observability and enable proactive detection and faster recovery times.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
GCC – Shift Lead
DXC Technology
Bengaluru
09.2016 - 03.2019
- Managed 24x7 operations ensuring SLA adherence and operational continuity while enforcing incident response protocols.
- Supervised daily operations and ensured adherence to company policies.
- Coordinated team schedules and managed shift transitions effectively.
- Trained new staff on procedures and service standards.
Production Environment Manager
Hewlett Packard Enterprise
Bengaluru
12.2015 - 10.2016
- Ensured production environment stability through effective release governance and management of major incidents.
Service Delivery Manager
Hewlett Packard Enterprise
Bengaluru
07.2013 - 12.2015
- Managed service delivery processes for enterprise clients at Hewlett Packard Enterprise.
- Managed service delivery SLAs to enhance customer engagement and drive continuous service improvement.
- Coordinated cross-functional teams to ensure timely project execution and customer satisfaction.
- Developed service level agreements to align client expectations with operational capabilities.
Team Lead
Hewlett Packard Enterprise
Bengaluru
03.2011 - 06.2013
- Led operations teams to deliver SLA-driven services in critical environments, ensuring operational excellence.
- Managed resource allocation to optimize team productivity and efficiency.
- Developed training programs to upskill team members and improve performance.
Service Delivery Specialist (Transition)
Hewlett Packard Enterprise
Bengaluru
11.2010 - 02.2011
- Coordinated knowledge transfer, readiness preparation, and service onboarding activities to ensure seamless transitions.
- Coordinated service delivery processes across multiple teams.
- Managed client communication and addressed service inquiries effectively.
- Streamlined operational workflows to enhance service efficiency.
Technical & SME Roles
Hewlett Packard & AOL
Bangalore
01.2002 - 12.2010
- Provided technical support and SME insights to enhance service quality.
- Optimized AHT and managed knowledge resources to boost customer satisfaction.
- Developed comprehensive training materials for new team members.
- Provided expert guidance on industry best practices and compliance standards.
- Collaborated with cross-functional teams to enhance project workflows.
Education
Bachelor of Science - Electronics
Bangalore University
Skills
- ITSM consulting
- Service lifecycle management
- Transition leadership
- Global service onboarding
- Operational readiness
- Post-transition stabilization
- Service improvement
- Audit-ready operations
- ITIL best practices
- Agile methodologies
- AI ops enablement
- Risk management
- Runbook standardization
- Knowledge management
- Stakeholder engagement
Certification
- SAFe 4 Certified Agilist
- PMI Agile Certified Practitioner (PMI-ACP)
- SIAM Professional
- ITIL v3 Foundation
- EY Innovation – Agile Bronze Learning (2023)
Languages
- Hindi
- Kannada
- English
- Hindi
- Kannada
Timeline
Manager – IT Service Management & Delivery
EY
10.2024 - Current
Senior Information Technology Consultant
EY
07.2021 - 10.2024
Global Command Centre – Monitoring Lead
DXC Technology
03.2019 - 06.2021
GCC – Shift Lead
DXC Technology
09.2016 - 03.2019
Production Environment Manager
Hewlett Packard Enterprise
12.2015 - 10.2016
Service Delivery Manager
Hewlett Packard Enterprise
07.2013 - 12.2015
Team Lead
Hewlett Packard Enterprise
03.2011 - 06.2013
Service Delivery Specialist (Transition)
Hewlett Packard Enterprise
11.2010 - 02.2011
Technical & SME Roles
Hewlett Packard & AOL
01.2002 - 12.2010
Bachelor of Science - Electronics
Bangalore University