Summary

Overview

Work History

Education

Skills

Certification

PROFILE SUMMARY

CAREER TIMELINE

Accomplishments

Interests

Timeline

ANOOP SHYAMSUNDAR

SENIOR PROFESSIONAL

Bangalore

Summary

Experienced IT executive with 17 years in service delivery and project management. Expertise in process consulting, transition management, and leading teams, with a focus on end-to-end IT infrastructure management. Committed to leveraging technical skills and strategic vision to improve governance and business outcomes in a senior leadership position.

Overview

years of professional experience

Certifications

Language

Work History

Group Manager-IT Infrastructure/ Service Delivery Manager (APJ)/VMware Delivery

HCL Technologies

04.2015 - Current

Spearheading end-to-end PSO operations and managed services setup for Broadcom VMware, handling multiple accounts including Cohesity, Pure Storage, Stanford, Micron, Crawford, and others.
Driving SLA compliance, governance, and service delivery excellence across DC infrastructure environments (Linux, Windows, Storage, hybrid cloud setups and VMware).
Chairing and contributing to QBRs, steering committee meetings, and governance forums to align operations with business objectives.
Steering full lifecycle of client engagements, including RFP evaluation, SOW creation, risk management, and operational execution.
Managing multiple managed service projects and DNM initiatives, ensuring seamless delivery, incident/problem/change resolution, and operational efficiency.
Mentoring and guiding teams in project and program execution, including planning, vendor selection, budgeting, risk management, and technical direction; track KPIs and prepare proposals and business presentations.
Driving incident, problem, change, and project management across enterprise accounts in Life Sciences, Semiconductors, and Manufacturing, ensuring SLA/KPI compliance and governance.
Managing budgets, forecasting, margins, and operational efficiency, implementing cost optimization and productivity improvement initiatives.
Defining service standards, operational guidelines, and governance frameworks to ensure high-quality delivery across multiple clients.
Overseeing resource planning, recruitment, performance management, and skill development, reducing attrition through structured guidance.
Ensuring project/program delivery within budget, timeline, and scope, incorporating quality, change, and risk management practices.
Conducting monthly service reviews, board-level meetings, and client forums, translating requirements into SOPs, PADs, and operational instructions. Develop contingency plans to manage demand volatility and delivery risks.
Continuously assess and improve WFM processes, tools, and governance models.
Engaging with vendors and partners for escalations, governance calls, and smooth transition to maintenance and support teams.
Developing technical strategies, implementation plans, and designs to address single points of failure and ensure business continuity.
Leading Broadcom VMware SRE practice, implementing best practices for reliability, performance, and infrastructure management, generating $9M+ YoY revenue; involved in MNAs, SOW creation, BAFQs, and engagement risk management.
Implementing service desk automation, patching automation, zero-day vulnerability management, kiosk-based troubleshooting, saving 3,000+ man-hours.
Collaborating with CXOs, Engineering Managers, Product GTM Teams, and Consultants to drive enterprise transformation and strategic account growth.
Leading services sales enablement and delivery, managing quarterly bookings for Professional Services & Training while achieving utilization targets.
Owning the services delivery roadmap, including proposals, opportunity closures, and full-cycle delivery.
Monitoring infrastructure performance and service metrics, analysing data to identify improvements and presenting insights to executive sponsors.
Building strong cross-functional and partner relationships; negotiate resolutions for service disruptions and continuous process improvements.
Supporting presales, operating model reviews, and succession planning for ongoing projects, ensuring alignment with strategic objectives.
Optimize workload distribution to maximize productivity and utilization.
Partner closely with Workforce Brokers, Delivery Teams, and Cluster stakeholders to align resourcing with project requirements.
Worked on Automation initiatives using AI and ensure ticket reduction is optimised (workato and API)
Team Size: 140

Onsite IBM Service Lead/Assistant Service Delivery Manager

Experis IT Private Limited

09.2010 - 09.2014

Developed and executed a comprehensive Service Management strategy aligned with business goals and ITIL framework.
Provided leadership, mentorship, and guidance to the Service Management team, fostered collaboration, customer focus, and continuous improvement.
Maintained KPIs and SLAs to measure and enhance Service Management process effectiveness.
Monitored industry trends, recommending innovative solutions to strengthen service capabilities.
Oversaw Incident Management processes to ensure timely resolution of service disruptions.
Developed incident response plans, escalation procedures, and communication protocols.
Led major incident reviews, conducted root cause analysis, and implemented corrective actions.
Directed Problem Management processes to identify and resolve root causes of recurring incidents.

Incident & Problem Manager

HP Global Soft India Private Limited

08.2009 - 09.2010

Implemented corrective actions and preventive measures to reduce incident frequency and severity.
Managed Change Management processes to ensure smooth implementation with minimal disruption.
Developed policies, procedures, and risk assessment methodologies; chaired Enhanced Change Advisory Board (ECAB) for approvals.
Established and maintained effective communication channels with customers and stakeholders.
Developed communication strategies to keep clients informed during incidents and planned maintenance.
Recruited, trained, and developed high-performing Service Management teams.
Provided coaching, mentoring, and performance management to team members.

Sr. Process Associate-Problem Management & Quality

Aditya Birla Minacs Worldwide Ltd.

08.2008 - 03.2009

Implemented corrective actions and preventive measures to reduce incident frequency and severity.
Managed Change Management processes to ensure smooth implementation with minimal disruption.
Developed policies, procedures, and risk assessment methodologies; chaired Enhanced Change Advisory Board (ECAB) for approvals.
Established and maintained effective communication channels with customers and stakeholders.
Developed communication strategies to keep clients informed during incidents and planned maintenance.
Recruited, trained, and developed high-performing Service Management teams.
Provided coaching, mentoring, and performance management to team members.

Customer Service

Convergys

01.2007 - 12.2007

Implemented corrective actions and preventive measures to reduce incident frequency and severity.
Managed Change Management processes to ensure smooth implementation with minimal disruption.
Developed policies, procedures, and risk assessment methodologies; chaired Enhanced Change Advisory Board (ECAB) for approvals.
Established and maintained effective communication channels with customers and stakeholders.
Developed communication strategies to keep clients informed during incidents and planned maintenance.
Recruited, trained, and developed high-performing Service Management teams.
Provided coaching, mentoring, and performance management to team members.

Education

Graduate Diploma - Bachelor of Administration

Skills

Service Delivery Management

Project & Program Management

IT Infrastructure Management

Risk Management

Workforce management

Leadership & Strategy

P&L Accountability/Budgeting

Client Relationship Management

Incident, Problem and Change Management (ITSM)

Vulnerability Management

Partners Management

Team Management

Collaborator

Leader

Analytical

Decision-maker

Inter-personal