Darshan Rao
Senior Manager-Technical Support
Bengaluru
Summary
IT Service Delivery & Operations Leader with 18+ years of experience driving global Technical Support, NOC Operations, and Cloud Migration initiatives. Proven expertise in building and leading 24/7 technical teams, improving SLA compliance, and delivering complex enterprise cloud transformation projects on Azure. Adept at stakeholder management, process optimization, and implementing ITSM best practices using Lean Six Sigma methodologies to drive measurable business outcomes.
Overview
19
19
years of professional experience
7
7
Certifications
Work History
Senior Manager-Technical Support
Measured
Remote
03.2022 - 01.2026
- Built a 24/7 remote technical support team from scratch (15+ engineers) by defining processes, recruiting talent, and implementing ServiceDesk tools, improving operational readiness within 90 days.
- Reduced average incident resolution time by 35% and improved SLA adherence by 40% through streamlined workflows and proactive resource allocation.
- Led multiple cross-functional technical projects (10+ annually), consistently delivering on time and within budget while aligning outcomes with client goals.
- Partnered with engineering, product, and operations teams to deliver key initiatives, reducing escalation rates by 25%.
- Developed detailed project plans, schedules, and dashboards, driving visibility and risk mitigation; ensured 95% on-time delivery of milestones.
- Directed major incident management for P1/P2 events, achieving a 30% reduction in mean time to resolution (MTTR).
- Conducted Root Cause Analysis (RCA) and implemented Corrective and Preventive Actions (CAPA), eliminating 60% of recurring critical incidents within six months.
- Analyzed incident trends to introduce automation and process efficiencies, improving service quality and reducing manual effort by 20%.
- Maintained consistent SLA compliance (98%+) through structured prioritization and proactive follow-up with stakeholders.
- Championed continuous improvement initiatives, modernizing tools and workflows to increase customer satisfaction (CSAT) scores by 15%.
- Acted as the primary liaison with clients, ensuring transparent communication and achieving a 25% increase in client satisfaction ratings.
- Led end-to-end talent lifecycle (recruitment, onboarding, mentoring, quarterly/annual evaluations) to build a high-performing team with
L1 Engineer- Operations Lead-Team Lead -Project Manager-NOC
NTT Global
Bangalore
05.2012 - 02.2022
- Joined as L1 Engineer - NOC in May 2012.
- Move to new role, Operation Leader-NOC, in October 2014.
- Promoted as Team Leader - NOC in June 2016.
- I started to take responsibility as Project Manager in September 2019.
- Applied Agile methodologies to develop detailed project plans for client infrastructure transformations to Microsoft Azure.
- Led large-scale global cloud migration programs, successfully moving workloads from on-premises and virtualized environments (P2V/V2V) to Azure.
- Initiated projects by gathering requirements, presenting proposals to stakeholders, and securing resources prior to execution.
- Engaged business and technical stakeholders during the discovery and assessment phases, ensuring accurate readiness planning and cost estimations.
- Directed a team of 30 cloud engineers across disciplines to execute migrations, achieving the seamless migration of over 3,100 VMs to Azure within one year.
- Oversaw architecture and delivery, including HLD/LLD creation, landing zone design, server deployment, replication, and smooth migration.
- Authored statements of work (SOWs), work breakdown structures, and milestone plans to ensure on-time delivery of project objectives.
- Created runbook and cutover plans, managing all pre- and post-migration activities until client sign-off.
- Acted as the primary point of contact during a 30-day hyper-care period, ensuring post-migration stabilization.
- Managed service transition from migration teams to steady-state support teams post-transformation.
- Collaborated with Automation and DevOps teams to build deployment pipelines, reducing manual provisioning efforts.
- Delivered best practices workshops to client teams covering HA/DR planning, security hardening, performance optimization, and governance models.
- Maintained comprehensive project documentation, including logs, RACI matrix, risk registers, and dependency tracking.
- Facilitated Agile ceremonies (scrums, sprint reviews, retrospectives) to drive progress, transparency, and continuous improvement.
- Proactively mitigated risks by analyzing migration data and implementing corrective action plans, minimizing disruptions.
Information Management Specialist
ATOS
Bangalore
12.2009 - 05.2012
- Monitored 24/7 Data Center infrastructure alerts using IBM Netcool and Tivoli, ensuring continuous system availability.
- Managed the end-to-end incident resolution lifecycle, coordinating responses for rapid client issue resolution.
- Facilitated technical bridge calls during high-priority incidents, driving swift root cause identification and service restoration.
Technical Support Analyst
IBM India Pvt Ltd
Bangalore
04.2007 - 12.2009
- Detected, logged, and escalated incidents promptly to the appropriate resolver teams, ensuring rapid restoration of IT services.
- Troubleshot and diagnosed issues related to desktops, networks, and Windows environments, providing effective resolution through technical support calls.
Education
MBA - Project Management
Kuvempu University
Bangalore 04.2001 -
Diploma Engineering - Computer Science
Sanjay Memorial Polytechnic
Sagar, India 04.2001 -
Skills
Project Management: MS Office, MS project, Jira, Azure Devops/Board, Confluence
Ticketing Tool: Service Now, Manage Now, Nimsoft, IBM Tivoli, BMC Remedy, Help Stream
Monitoring Tool: IBM Net cool, Big Brother, Nimsoft, NetIQ
Data analytics: Excel, Tableau
Certification
ITIL V3 Foundation
Profile Snapshot
IT Service Delivery & Operations Leader with 18+ years of experience driving global Technical Support, NOC Operations, and Cloud Migration initiatives. Proven expertise in building and leading 24/7 technical teams, improving SLA compliance, and delivering complex enterprise cloud transformation projects on Azure. Adept at stakeholder management, process optimization, and implementing ITSM best practices using Lean Six Sigma methodologies to drive measurable business outcomes.
Core Areas Of Expertise
- Command Center Operations
- Alert monitoring
- IT Service Desk
- NOC Operations
- Service transition
- Project Management
- Lean Manager
- Six sigma black belt
- Leadership
- IT Infrastructure
- Change Management
- Cloud Management
- Process Improvement and Management
- Minitab
- Lean tools
- Stakeholder Management
- Requirement Analysis
- Documentation Management
- IT Service Delivery Management
- Azure cloud migration
- Client Interaction
- Jira Service Desk
- RCA
- ITSM
- Hubspot
- Azure ADO
- BMC Remedy
- Service Now
- Confluence
- SLA Management
- KPI
Timeline
Senior Manager-Technical Support
Measured
03.2022 - 01.2026
L1 Engineer- Operations Lead-Team Lead -Project Manager-NOC
NTT Global
05.2012 - 02.2022
Information Management Specialist
ATOS
12.2009 - 05.2012
Technical Support Analyst
IBM India Pvt Ltd
04.2007 - 12.2009
MBA - Project Management
Kuvempu University
04.2001 -
Diploma Engineering - Computer Science
Sanjay Memorial Polytechnic
04.2001 -