Kartik Mehta
Mumbai,Maharashtra
Summary
Senior Executive with over 14 years of experience in data-centre operations, infrastructure engineering, and technology architecture. Adept at delivering innovative solutions, optimizing IT performance, and integrating AI technologies to enhance organizational capabilities. Combines technical expertise with exceptional leadership and a commitment to driving operational excellence in complex and large-scale IT environments.
Overview
12
12
years of professional experience
Work History
Global AGM - IT Infrastructure & Service Delivery
ECU World-Wide
08.2023 - 08.2024
- Directed end-to-end data center operations, ensuring seamless delivery of mission-critical IT services and systems for global logistics and supply chain organizations.
- Designed and implemented robust disaster recovery and business continuity plans to ensure high availability and resilience.
- Managed IT budgets and operational costs, optimizing resource allocation to support large-scale, dynamic logistics operations.
- Strengthened cybersecurity frameworks and established compliance standards to protect sensitive data and meet regulatory requirements.
- Deployed advanced monitoring tools for proactive issue detection and resolution, minimizing downtime and enhancing system reliability.
- Conducted root cause analyses to address recurring system issues and implemented long-term solutions.
- Led large-scale infrastructure upgrades, enabling scalability and technological advancement to meet growing business demands.
- Spearheaded the architectural design and strategic implementation of AI systems across the organization, driving digital transformation and operational efficiencies.
- Collaborated with cross-functional teams to identify AI-driven opportunities, define technical requirements, and integrate cutting-edge technologies like real-time tracking and predictive analytics.
- Evaluated emerging AI frameworks and tools to enhance system capabilities and drive innovation.
- Fostered a culture of innovation, mentoring teams on modern tools and techniques while promoting knowledge sharing and continuous improvement.
- Defined, implemented, and regularly updated SLAs to align IT services with evolving business needs and customer expectations.
- Conducted performance reviews, presented detailed IT performance and impact reports to senior leadership, and developed strategies for targeted improvements.
- Built and maintained strong relationships with internal teams and external partners to ensure seamless collaboration and service delivery.
- Logistics MNC India
Senior Service Delivery Manager
Canon Medical Systems
12.2021 - 02.2023
- Oversee service delivery for multiple teams across India and international locations.
- Manage ITSM processes for efficient service delivery.
- Implement and adhere to ITIL V3 best practices.
- Collaborate with cross-functional teams for seamless service delivery.
- Lead and support Agile methodologies in project execution and service delivery.
- Set and manage SLAs for various teams and individuals.
- Conduct regular client meetings to discuss service performance and improvements.
- Handle escalations and drive resolution for critical incidents.
- Conduct RCA for major incidents and recurring issues.
- Proactively identify and implement service improvement opportunities.
- Monitor and report on key performance indicators (KPIs) to measure service effectiveness.
- Manage costs and finances for service delivery operations.
- Manage a team of IT professionals, including performance evaluations and career development.
- Build and maintain strong relationships with clients and stakeholders.
- Coordinate with internal and third-party service providers for smooth service delivery.
- Develop and maintain disaster recovery and business continuity plans.
- Assess and mitigate risks related to service delivery and IT operations.
- Evaluate and recommend new technologies and tools to improve service efficiency.
- Stay abreast of industry trends and best practices in IT service management.
- Oversee IT service delivery to multiple accounts across India and internationally.
- Ensure meeting or exceeding SLAs and maintaining high-quality customer service.
- Lead CXO/CEO meetings to discuss service performance and strategic planning.
- Handle escalations and drive resolution of critical issues.
- Conduct end-to-end RCA to identify and address the root causes of incidents or service disruptions.
- Maintain IT service management processes following ITIL V3 best practices.
- Promote effective communication and collaboration across internal and external teams.
- Develop strong leadership skills and drive high performance from team members.
- Be adaptable and responsive to changing business needs and priorities.
- Embrace data-driven decision making and continuous improvement in IT operations.
- Europe
High Tech Operations Manager (HTOM)
Cisco Systems
02.2015 - 03.2020
- Responsible for building and leading the day-to-day customer experience for a major financial services customer to drive consistent, outcome-based services solutions.
- Extensive interaction with the customer and numerous Cisco teams including Project Management Office (PMO), Cisco Managed Services (CMS), Sales, Systems Engineering, Business Units and other crossfunctional teams.
- Assist clients in applying the best possible technology to address their business and IT priorities with a clear focus on delivering the desired outcomes for their business, the IT team and its end-users.
- Extensive experience in interfacing with large, global customers at the Operations, Engineering and Senior Management levels to drive successful business and operational outcomes.
- Key customer interface responsible for demonstrating true business value and achieving high customer satisfaction.
- Day-to-day operational management of all of enterprise account's services contracts and programs.
- Central point of contact within Cisco for all operational escalations, including incident follow up.
- Customer SPOC at all levels of the customer's organization including senior management, stakeholders, operations and engineering teams.
- Drive internal stakeholders and teams to ensure consistent level of delivery across all programs and high customer satisfaction.
- Produce weekly dashboards and risk registers to be shared with customer, in conjunction with Cisco Advanced Delivery (AD) centres.
- Summarize weekly reports and highlight service delivery next best actions.
- Resource management of all Cisco matrix technical and project teams, including monitoring spend and resource consumption with respect to contract milestones.
- Production and presentation of Monthly Operations Reviews and Quarterly Business Reviews, across applicable programs.
- Also involved in compiling of applicable metrics, including assistance with Availability and Capacity Management.
- Mentoring and development of new team members on the wider, cross functional teams including Network Consulting Engineers (NCEs) and Project Managers (PMs). Participation in relevant initiatives.
- Supervise and lead the service delivery team to drive all efforts towards providing excellent customer service delivery.
- Understanding the business-critical issues and making exceptional arrangements for online troubleshooting support or faulty part replacement.
- Data collection for all the service requests and finding if any technology needs focused attention and issue needs to be escalated with relevant business units.
- Understand current customer operations processes, and partner with related parties (customer/partner/Cisco team) to streamline customer/vendor operation support processes to make more effective issue resolution.
- India
Technology Operations Manager
XcellHost Cloud Services Private Limited
06.2013 - 01.2015
- Business Operations Manager managing 7 technical teams and a total count of 62 team members, Seamless IT operations and Service delivery was the primary role for this position.
- Team management included managing shift rosters (making sure we have 27X7 Support online) viewing, understanding and resolving escalated issues and making sure things are moving on the right direction.
- Handling Network equipment, security equipment, network links: network architecture review, principles and issues relating to fault tolerance, high availability, performance and scalability.
- Managing Servers, storage, backup, DR: server sizing, server deployment, capacity planning, principles and issues relating to fault tolerance, high availability, performance and scalability.
- Deep domain knowledge regarding maintenance and operations of SAN servers, LUN configuration, RAID levels, SAN switches and interconnectivity between various network devices.
- Knowledge of application technology stack (e.g.: LAMP) and databases (MSSQL, MySQL, Sybase) [requires basic operational and maintenance knowledge such as installation, adding users, checking basic security parameters, etc.]
- Experience in data centre maintenance and operations and knowledge of the interconnectivity of devices in the data centre.
- Design/Validation experience in data centre regarding non-IT components such as temperature sensors, humidity logger, fire suppression, etc. and documentation experience in data centre operations such as Datacentre SOP, Functional Design Specifications, Installation Qualification and Operational Qualification.
- Design and review of security strategy/roadmaps for cloud-based solutions basis cloud architecting best practices and standards.
- Execute cloud security engagements across the cloud adoption lifecycle including strategy, design, implementation and operations.
- Implementing and testing disaster recovery processes for all systems and services.
- Lead Hosting Services team to provide high quality hosting/ASP support to our customers and ensure compliance with quality systems and regulatory requirements.
- Drive operational excellence via continuous process improvement for Demand Services and Helpdesk. Ensure no issues post Preventative maintenance.
- Collaborate with Global IT, Sales, Product Management, Marketing as well as other Services functions to meet prospective customer and business needs.
- Design and implementing processes, capacity plan, operating mechanisms and metrics to drive operational excellence including, quality, efficiency, and effectiveness.
- Worked closely with cross functional team to set and meet appropriate Service Level Agreements (SLA) and uptime, ensuring completeness.
IT Operations Manager
Gifts4Me.com India Pvt. Ltd.
07.2012 - 06.2013
- Single handed managed a team of developers, coders & website (technical & graphical teams), ensured website updating and uptime to maximum.
- Responsible for entire IT setup of the company, both for internal systems and external customer facing applications.
- Overall in-charge of all recruitment across all functions & all levels.
- Manpower planning, budgeting for the same in consultation with the Head of Departments and functional leads. Initiating different tactics to minimize the cost for per hire, vendor management.
- Planning and executing projects related to this business activities, inclusive of technology, content, analytics, and customer rollouts.
- Drive the technology strategy & direction as part of the company's core leadership team.
- Working closely with internal and external business partners, software engineers, graphic artists and production teams, and this company's clients to achieve timely, flawless, cost-effective results.
- Build a culture of innovation within the technology team to ensure the company builds a high-quality product.
- Own responsibility and accountability for the timely, quality, service-instilled completion of projects, with effective and influential communication to clients and to colleagues invested in the client's success.
- Provide a better user experience. Drive and have a passion for user engagement, conduct research required for new products and ongoing engineering improvements, define delighting factors that will make the product a unique, indispensable solution for our customer.
- Demonstrate leadership in project execution which models and expects high standards of performance, advices clients in best practices, and presents a level of service and caring that gives clients assurance of its Partnership Principles.
- Drive the execution, evaluation, and evolution of project delivery processes to ensure continuing advancement toward excellence in quality and effective utilization of resources.
- Participate in board-level discussions, meetings with investors and strategic partners.
- Demonstrate a high bar in sourcing, hiring and managing a world-class software development team.
- Represent and ensure zero tolerance for defects in project execution and delivery.
- Ecommerce Firm
Education
B.Tech - Information Technology
William Carey University (WCU)
01.2020
Diploma in Engineering - undefined
William Carey University (WCU)
01.2014
Higher Secondary Certificate - undefined
Maharashtra State Board
01.2012
Secondary School Certificate - undefined
Maharashtra State Board
01.2009
Languages
English
Hindi
Marathi
Gujarati
Project Highlights And Achievements
- Contributed to achieving SLA target availability of 99.54% by delivering high quality services from UCS Blade Server implementing stability project for Cognizant.
- Assisted in reducing data centre footprint by 30% with utilization of physical to virtual (P2V) process as part of Cognizant's virtualization initiative.
- Provided clarification of service accountabilities between customer and all outsourced service providers by developing, documenting and communicated RACI charts for multiple technology teams.
Personal Information
- Title: Global AGM - IT Infra & Service Delivery
- Date of Birth: 17.12.1986
Timeline
Global AGM - IT Infrastructure & Service Delivery
ECU World-Wide
08.2023 - 08.2024
Senior Service Delivery Manager
Canon Medical Systems
12.2021 - 02.2023
High Tech Operations Manager (HTOM)
Cisco Systems
02.2015 - 03.2020
Technology Operations Manager
XcellHost Cloud Services Private Limited
06.2013 - 01.2015
IT Operations Manager
Gifts4Me.com India Pvt. Ltd.
07.2012 - 06.2013
B.Tech - Information Technology
William Carey University (WCU)
Diploma in Engineering - undefined
William Carey University (WCU)
Higher Secondary Certificate - undefined
Maharashtra State Board
Secondary School Certificate - undefined
Maharashtra State Board