Dilip Kumar Lakhotia
Noida
Summary
- Enterprise Architect with 19 years of experience in Service Management, Reliability Engineering, and System Architecture. Proven success in leading ServiceNow transformations and implementing AIOps strategies to enhance operational efficiency and system resilience. Expertise in incident management and observability tools, driving significant reductions in mean time to recovery (MTTR). Certified in ITIL and SRE practices, with a strong focus on aligning technology solutions with business objectives.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Portfolio Manager (SRE, AIOps)
Capgemini India
05.2022 - Current
- Lead design and operation of reliable, scalable, and highly available systems.
- Define and manage SLOs, SLIs, and error budgets across key services.
- Drive incident response, root cause analysis, and postmortem improvements.
- Enhance observability using Prometheus, Grafana, Splunk, and ELK.
- Integrate ServiceNow ITOM and Event Management for proactive incident resolution and CMDB accuracy.
- Automate workflows using ServiceNow Flow Designer.
- Conduct chaos engineering, capacity planning, and load testing.
- Mentor SRE teams and delivers service health reports using dashboards.
Senior Enterprise Architect
TietoEVRY India Private Limited
07.2020 - 05.2022
- Established architecture standards and frameworks (e.g., TOGAF).
- Integrated AIOps platforms for predictive analytics, event correlation, and anomaly detection.
- Oversaw target architecture across business, application, data, and technology domains.
- Supported digital transformation and modernization projects.
- Facilitated architecture governance and ensured regulatory compliance.
Senior Service Delivery Manager / Practice Lead - ServiceNow
Fujitsu Consulting India Pvt Ltd
09.2019 - 07.2020
- Defined ServiceNow strategy, roadmap, and architecture.
- Managed ITSM, ITOM, ITBM, CMDB, and HR modules on ServiceNow.
- Led a global team of ServiceNow developers, admins, and consultants.
- Integrated ServiceNow with enterprise systems.
- Improved workflows and ensured security compliance in ServiceNow deployments.
Group Manager (Managing Tools as Shared Services)
HCL Technologies Ltd
01.2018 - 08.2019
- Oversaw integration of observability and ITSM tools, including ServiceNow.
- Managed SLAs, KPIs, and metrics for incident and problem management.
- Standardized and automated processes across teams to enhance efficiency.
- Ensured compliance with regulatory and security standards to mitigate risks.
Ind Tech Consultant (ServiceNow Architect)
Alight Solutions / Mphasis
11.2016 - 01.2018
- Led ServiceNow architecture, scalability, and integration design.
- Implemented ITSM, ITOM, ITBM, and CMDB modules.
- Integrated ServiceNow with enterprise tools and performed platform tuning.
- Developed custom applications and workflows.
Senior Consultant (Tools Tower SDM)
HCL Technologies Ltd
07.2013 - 11.2016
- Managed day-to-day operations of tools team to ensure effective performance.
- Oversaw tool lifecycle and integrations to enhance productivity.
- Led implementation of automation and best practices across teams for improved efficiency.
IT Analyst (Tools COE)
TCS Limited
08.2008 - 07.2013
- Directed tools team operations to streamline lifecycle management efficiency.
- Integrated monitoring tools across enterprise environments to improve visibility.
- Developed best practices for optimal tool utilization and maintenance.
Senior Engineer (Tools Transformation – Washington Mutual Account)
Wipro Technologies
09.2007 - 07.2008
- Installed and configured CA NSM, ServiceDesk.
- Customized workflows and integrated with enterprise IT systems.
IT Engineer (Deployed at NIC and Punjab National Bank)
CMC Limited
09.2006 - 09.2007
- Managed CA NSM and CA ServiceDesk environments to enhance ITSM operations.
- Collaborated with cross-functional teams to implement effective technology solutions.
Education
MBA - Business Analytics
BITS Pilani
WILP05-2023
Bachelor of Engineering - Electronics and Communication
MBM Govt. Engineering College (JNVU Jodhpur)
Jodhpur12.2006
Skills
- ServiceNow
- SRE
- Chaos Engineering
- Vendor Management
- Enterprise Integration
- Data Management
- Regulatory Compliance
- Digital Transformation
- Technical Leadership
- Chaos engineering
- Digital transformation
- Stakeholder collaboration
- Strategic planning
- Data analytics
- Client relationship management
- Cross-functional collaboration
- AI/ML Integration
- Observability Tools
- AIOps
- Service Delivery
- Customer Relationship Management
- Pre-sales
- RFP Responses
Profile Summary Highlights
- 19 years of IT experience with a proven track record in leading ServiceNow platform transformations across ITSM, ITOM, CMDB, and workflow automation—alongside leadership in SRE and AIOps across enterprise environments.
- Practice lead for SRE and AIOps, driving end-to-end reliability strategies, incident automation, and proactive service monitoring to enhance system resilience and reduce mean time to recovery (MTTR).
- Expertise in ServiceNow implementation, strategy, and governance, covering modules such as ITSM, ITOM, CMDB, ITBM, and HRSD with a focus on enterprise-wide workflow automation and operational efficiency.
- Led Observability and resiliency improvement programs using Prometheus, Grafana, ELK, and Splunk to ensure real-time visibility and faster root cause analysis.
- Strong background in incident management, chaos engineering, and capacity planning.
- Proven ability to build and lead high-performing teams and deliver complex programs aligned with business outcomes.
- Certified in ITIL, SRE practices, and ServiceNow, with deep hands-on experience integrating DevOps and agile methodologies.
Certification
- ServiceNow Certified Implementation Specialist
- TOGAF 9.2
- PMP / CSM / DevOps-SRE
- Prince 2 Practitioner
- ITIL V3 Expert / ITIL 4
- Splunk Certified Power User
- Six Sigma Green Belt
- SolarWinds Certified Design Architect
- Microsoft Certified: Azure Fundamentals
- AWS Partner: Generative AI Essentials
- Designing and Implementing Microsoft AI Solutions
Area Of Expertise
- Financial & Vendor Management: Experience managing multi-million-dollar budgets, vendor contracts, and license strategies for enterprise software platforms.
- Enterprise Integration Experience: Understanding of enterprise system integrations and data management strategies to optimize platform usage across functions.
- Regulatory Environment Awareness: Familiarity with compliance in regulated industries.
- Digital Transformation Leadership: Experience leading platforms that contribute to enterprise agility, automation, and modernization initiatives.
- Technical Leadership: Deep expertise in SRE, Chaos Engineering ServiceNow architecture, design, implementation, and governance, including integrations with AI/ML platforms and Observability tools along with strong knowledge of AIOps and integration with enterprise systems.
- Service Delivery: Skilled in managing customer relationships, pre-sales, and RFP responses.
Personal Information
- Passport Number: Z4688946
- Date of Birth: 07/02/83
- Marital Status: Married
Timeline
Portfolio Manager (SRE, AIOps)
Capgemini India
05.2022 - Current
Senior Enterprise Architect
TietoEVRY India Private Limited
07.2020 - 05.2022
Senior Service Delivery Manager / Practice Lead - ServiceNow
Fujitsu Consulting India Pvt Ltd
09.2019 - 07.2020
Group Manager (Managing Tools as Shared Services)
HCL Technologies Ltd
01.2018 - 08.2019
Ind Tech Consultant (ServiceNow Architect)
Alight Solutions / Mphasis
11.2016 - 01.2018
Senior Consultant (Tools Tower SDM)
HCL Technologies Ltd
07.2013 - 11.2016
IT Analyst (Tools COE)
TCS Limited
08.2008 - 07.2013
Senior Engineer (Tools Transformation – Washington Mutual Account)
Wipro Technologies
09.2007 - 07.2008
IT Engineer (Deployed at NIC and Punjab National Bank)
CMC Limited
09.2006 - 09.2007
MBA - Business Analytics
BITS Pilani
Bachelor of Engineering - Electronics and Communication
MBM Govt. Engineering College (JNVU Jodhpur)