Gouse Khan
Hyderabad
Summary
Seasoned IT Leader with over 21 years of experience managing large-scale, global IT infrastructure, cloud operations, and service delivery. Proven expertise in leading teams of 400+ to deliver 24/7 support for critical data centers, networks, and cloud environments. Adept at optimizing infrastructure performance, managing multi-million-dollar budgets, and implementing robust ITSM frameworks to ensure high availability, security, and customer satisfaction.
Overview
21
21
years of professional experience
4
4
Certifications
5
5
Languages
Work History
IT Infrastructure & Program Manager
HSBC (via Wipro)
06.2022 - 08.2025
- Led end-to-end IT infrastructure service delivery, ensuring high availability of critical banking systems in a regulated environment.
- Owned Incident, Problem, and Change Management (ITIL) across multiple technology towers with measurable reduction in P1/P2 incidents.
- Oversaw end-to-end IT operations management across infrastructure, cloud, SOC, and NOC environments, ensuring 24/7 service continuity and SLA adherence.
- Managed daily operations governance, including service reviews, escalation handling, and incident command for critical (P1/P2) outages.
- Directed cross-functional teams across Dev, QA, Ops, SOC, and NOC functions to improve service reliability and response time.
- Implemented SOPs, KPIs, and performance dashboards, driving data-led decision-making and continuous improvement.
- Managed large T&M and FPP engagements, ensuring profitability, on-time delivery, and client satisfaction.
- Partnered with Talent Transformation teams to upskill resources in cloud, security, automation, and EDI integrations.
- Led resource planning, workforce optimization, and capacity management to meet quarterly delivery targets.
- Strengthened client and stakeholder relationships through proactive governance, reporting, and risk management.
Global Infrastructure Service Delivery Manager
Microsoft CSS – Mindtree
01.2019 - 05.2022
- Managed global IT service delivery for a $20M+ annual portfolio, supporting 400+ engineers across APAC, EMEA, and NA.
- Owned operational performance across multiple infrastructure PODs, ensuring compliance with CPE, FQR, IR, DTS, and DTC SLAs.
- Built and governed a 24/7 SOC/NOC model, including automated event monitoring and incident alerting.
- Introduced analytics-driven reviews, improving MTTR (Mean Time to Resolution) and reducing recurring incidents.
- Led Agile ceremonies, sprint planning, backlog prioritization, and continuous delivery practices.
- Strengthened cybersecurity posture through proactive monitoring, threat detection, and incident response processes.
Infrastructure Manager
Microsoft CSS – Mindtree
04.2018 - 12.2018
- Managed a $4M annual infrastructure account with 62% gross margin through optimized resourcing and automation.
- Led global support teams across India, Nigeria, and the US with consistent SLA performance.
- Implemented standardized SOPs and governance frameworks to ensure predictable service outcomes.
Project & Infrastructure Manager
Microsoft WAOC – Mindtree
12.2012 - 12.2014
- Delivered a $13M greenfield data center build, establishing Microsoft cloud operations in China.
- Designed and implemented Beijing (BJB) and Shanghai (SHA) clusters from procurement to production.
- Built multi-tier 24/7 operations teams and implemented event monitoring, unified communications, and automation workflows.
Release Manager
SLK Software Services
09.2008 - 11.2010
Release Manager
Everest Business Solutions
05.2007 - 05.2008
Software Engineer
WIPRO Technologies
12.2005 - 05.2007
Software Engineer
ITC Infotech
06.2005 - 12.2005
Software Developer
CMC Ltd. A TATA Enterprise
05.2004 - 05.2005
Education
B.Tech - Electronics and Communications
Madras University
01-2000
Skills
Service delivery management
ITIL incident management
Event monitoring
Project execution management
Risk assessment and mitigation
Collaborative team management
Team leadership in program execution
Long-term strategic planning
Project management
Effective stakeholder engagement
Effective stakeholder communication
Financial resource management
Monitoring performance metrics
Effective change management strategies
Project management lifecycle
Optimized resource planning
Experience in agile methodologies
Program evaluation
Effective relationship management
Operational efficiency management
Financial performance management
Certification
PMP Certified (7110167)
PROGRAM & INFRASTRUCTURE MANAGEMENT
- Infrastructure & cloud operations management
- Project & program management (pmp)
- Agile, scrum & sdlc methodologies
- Release & deployment management
- Risk, capacity & availability management
- Budgeting, cost optimization & vendor management
LEADERSHIP & STRATEGY
- Resource planning & workforce optimization
- Stakeholder & client management
- Analytics, data-driven decision making
- Strategic planning & service delivery excellence
- Performance evaluation & continuous improvement
- Cross-functional leadership & delegation
Timeline
IT Infrastructure & Program Manager
HSBC (via Wipro)
06.2022 - 08.2025
Global Infrastructure Service Delivery Manager
Microsoft CSS – Mindtree
01.2019 - 05.2022
Infrastructure Manager
Microsoft CSS – Mindtree
04.2018 - 12.2018
Project & Infrastructure Manager
Microsoft WAOC – Mindtree
12.2012 - 12.2014
Release Manager
SLK Software Services
09.2008 - 11.2010
Release Manager
Everest Business Solutions
05.2007 - 05.2008
Software Engineer
WIPRO Technologies
12.2005 - 05.2007
Software Engineer
ITC Infotech
06.2005 - 12.2005
Software Developer
CMC Ltd. A TATA Enterprise
05.2004 - 05.2005
B.Tech - Electronics and Communications
Madras University