Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Timeline
Projects
Generic
Karthik Kumar

Karthik Kumar

Technology Director
Bengaluru

Summary

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.

Overview

25
25
years of professional experience
9
9
Certificates
5
5
years of post-secondary education

Work History

Director IT

Technicolor
05.2017 - 12.2023
  • Led a team of IT professionals in delivering high-quality IT support to a global organization
  • Implemented a data-driven approach to ticket management, resulting in a 25% increase in customer satisfaction ratings and a 20% decrease in support ticket backlog
  • Established and monitored key performance indicators (KPIs) to assess the effectiveness and efficiency of the support team
  • Fostered a culture of continuous improvement by identifying opportunities to enhance support processes, tools, and training programs
  • Managed staffing levels, budgets, and other resources to ensure that the support team was adequately equipped to handle workload demands
  • Developed and implemented escalation procedures to address complex or high-priority support issues
  • Evaluated and implemented support technologies and tools to optimize support processes and enhance the customer experience.

Manager ITOC

Verifone
12.2012 - 04.2017
  • Managed the IT infrastructure for a large enterprise, ensuring uptime and availability of critical systems
  • Implemented ITIL best practices to improve the efficiency and effectiveness of IT operations
  • Developed and implemented a disaster recovery plan to ensure business continuity in the event of an outage
  • Managed a team of IT professionals in providing technical support to users.

IT Manager NOC

Obopay
06.2010 - 11.2011
  • Managed the network operations canter (NOC) for a payments processing company
  • Monitored network performance and identified and resolved network issues
  • Implemented new technologies to improve network performance and security.

Assistant Manager GNOC

Accenture
05.2006 - 05.2010
  • Deliver solutions included Incident, Change and Configuration Management (CMDB), Service Level and Problem Management, Supplier-Vendor Management.
  • Provide supervision of the Network Operation team ensuring network Availability, Compliance with defined Service Level Agreements (SLA), Preventive Maintenance requirements.
  • Ensure that operation management policies, standards, and procedures are managed and maintained in defined manner.

Program Leader – NOC

Microland Pvt Ltd
04.2004 - 05.2006
  • Provide supervision of the Network Operation team ensuring network reliability, availability, compliance with Customer Service Level Agreements (SLA), Preventive Maintenance requirements.
  • Ensure that operation management policies, standards and procedures are properly implemented.
  • Chair the CAB meeting and Lead the Major and Post implementation Technical bridge call.

Technical Support Lead

Sutherland
07.2004 - 03.2005

Agent Support Group

HP-GDIC
08.2003 - 07.2004

Senior Technical Support Specialist

Dell
04.2001 - 08.2003

Technical Support Engineer

Sycom InfoTech Pvt Ltd
06.1999 - 06.2000

Education

Bachelor of Science - Statistics and Computer Science

Bengaluru University
Bengaluru, India.
01.1995 - 06.1998

Advance Diploma - Computer Hardware and Networking

Jetking Institute of Hardware Computers
Bengaluru, India
01.1998 - 05.1999

Skills

Power Bi

24/7 Operation

Cloud infrastructure ( O365, W365, Azure, GCP)

IT Project Management
Team Development
Analytical Thinking

Incident & Major Incident Management

Risk Mitigation Planning

Documentation, Reporting & Dashaboard

Problem Solving
Communication

ITSM/ITSO/ITIL

Websites

Certification

ITIL v3 Foundation, AXELOS Global Best Practice Certified
PMP Certification Training Course, Cadence Education
PMP Certification Training Course, SABCONS (Project Management, Leadership and Strategy)
Lean Six Sigma Green Belt, Microland Limited
MCSE: Windows NT 4.0, Microsoft
Microsoft Certified Professional + Internet, Microsoft
Cisco Certified Network Associate Routing and Switching (CCNA)

PowerBI workshop

ChatGPT & AI Hacks with MS officeTraining

Accomplishments

  • 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.

Timeline

Director IT

Technicolor
05.2017 - 12.2023

Manager ITOC

Verifone
12.2012 - 04.2017

IT Manager NOC

Obopay
06.2010 - 11.2011

Assistant Manager GNOC

Accenture
05.2006 - 05.2010

Technical Support Lead

Sutherland
07.2004 - 03.2005

Program Leader – NOC

Microland Pvt Ltd
04.2004 - 05.2006

Agent Support Group

HP-GDIC
08.2003 - 07.2004

Senior Technical Support Specialist

Dell
04.2001 - 08.2003

Technical Support Engineer

Sycom InfoTech Pvt Ltd
06.1999 - 06.2000

Advance Diploma - Computer Hardware and Networking

Jetking Institute of Hardware Computers
01.1998 - 05.1999

Bachelor of Science - Statistics and Computer Science

Bengaluru University
01.1995 - 06.1998
ITIL v3 Foundation, AXELOS Global Best Practice Certified
PMP Certification Training Course, Cadence Education
PMP Certification Training Course, SABCONS (Project Management, Leadership and Strategy)
Lean Six Sigma Green Belt, Microland Limited
MCSE: Windows NT 4.0, Microsoft
Microsoft Certified Professional + Internet, Microsoft
Cisco Certified Network Associate Routing and Switching (CCNA)

PowerBI workshop

ChatGPT & AI Hacks with MS officeTraining

Projects

  • 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.
Karthik KumarTechnology Director