Karthik Kumar

Experienced IT Director with a 22+ year track record in Operations, Infrastructure, Application, and Security. Proven ability to drive cost-effective system improvements, streamline operations, and lead high-performing teams. Proficient in ITSM/ITSO with a strong, decision-making approach. Seeking to provide strategic leadership in an IT Director role.

• Long Service Award -Long service award completion of 5 years
• Super Star- The award was an appreciation for the change management process implementation
• Best Team Leader - The award was an appreciation to lead the team to achieve top customer satisfaction score and top the list on first time resolution %
• Customer Appreciation - The award was an appreciation from the customer on managing the WAR room on a Major incident.
• Star Performers - Project Team was appreciated for accomplishing the project ontime.

• Center of Excellence - 24/7 Operation Support, The establishment of the Center of Excellence for 24/7 Operation Support marked a significant milestone in our journey towards operational resilience and customer-centricity. This project aimed to fortify our support infrastructure, ensuring round-the-clock assistance to both technical and end-user customers. By implementing robust processes and protocols, we aimed to enhance customer satisfaction, maintain service availability, and uphold stringent service level agreements., Completed the project before the deadline, Received accolades as the 'Star performers of the Month', Bolstered customer satisfaction, Optimized resource utilization, Significant cost savings for the business
• Global Operation Centre - ITSM & Monitoring Application Implementation, The implementation of the Global Operation Centre and ITSM & Monitoring Application represented a transformative endeavor aimed at revolutionizing our IT service delivery capabilities. By deploying cutting-edge technologies and streamlining our processes, we sought to enhance incident resolution times, improve user satisfaction, and provide greater visibility into our operations., Achieved greater operational efficiency and productivity, Enhanced ability to adapt to evolving market demands, Real-time insights into performance and operations, Laid the foundation for continuous improvement and innovation
• Other Projects such as Simplus, iAspire, and FTR Revolution were aimed at optimizing internal processes, identifying internal opportunities, and enhancing first-time resolution scores, respectively. These projects, though diverse in scope, shared a common goal of advancing our organizational objectives and delivering exceptional value to our stakeholders.
• Oncall - Management Managing and maintaining the on-call data was major challenge for any support & Service based industries. We had opportunity to implement the On-call tool and integrated to existing ITSM tool. where data was fetched by ITSM and On-call data was synchronized with Active directory. Which was implemented across Global.