Kiran Kumar

• Successfully transitioned NOC operations from Accenture to HCL, ensuring seamless knowledge transfer and uninterrupted service.
• Built and managed a 40-member delivery team across Chennai, Bangalore, and Noida, including resource hiring, onboarding, and team-building initiatives.
• Oversaw project onboarding, ensuring compliance and completion of client-specific functional training.
• Deployed resources into production environments, ensuring operational readiness and SLA adherence.
• Supervised 24x7 operations for Data Outage and CTAC teams, coordinating across internal teams for smooth service delivery.
• Monitored and tracked customer SLAs, maintained service quality, and handled escalations, achieving high client satisfaction.
• Conducted weekly, monthly, and quarterly operational reviews with clients to strengthen engagement and transparency.
• Managed vendor relationships and performance, ensuring service delivery met contractual obligations.
• Executed strategic resource optimization initiative, reducing utilization inefficiencies.
• Implemented process automation in operations delivery, cutting manual effort and enabling faster, error-free execution.

• Led a 35-member team across Chennai, Bangalore, and Nagpur, managing Aruba wireless devices, switches, and secure wireless access (802.1x and guest access).
• Trained L1 and L2 engineers in Aruba networking best practices, improving first-time resolution.
• Used ClearPass, Aruba Airwave, and Aruba Central for monitoring, troubleshooting, and performance optimization.
• Delivered projects on time and within budget, enhancing network security and operational efficiency.
• Developed standardized documentation and knowledge base to improve ongoing support and reduce incident turnaround time.

• Reduced repeat incidents through root cause analysis and SOP updates.
• Managed multi-client European data centers including IOS/NX-OS upgrades.
• Championed client relationship management, resolving escalations and ensuring SLA compliance.
• Led team performance reviews and career progression plans, improving employee engagement scores.
• Streamlined ITSM processes, improving ticket resolution efficiency and knowledge base utilization.

Key Projects Delivered:

• CARGOTEC – Managed infrastructure delivery and operational support, ensuring system uptime and SLA adherence.
• TRYG Forsikring A/S – Delivered network and server operations, driving efficiency in insurance IT operations.
• GARD & Marine Harvest – Led IT service management for shipping and seafood industries, ensuring compliance and operational resilience.
• AGDER ENERGY – Supported critical energy sector infrastructure with secure and reliable network operations.
• PSS (Platform Support Services) – Provided end-to-end support for multiple platforms, improving performance and reducing downtime.
• Impact: Strengthened client confidence, improved operational efficiency, and enhanced delivery quality across diverse industries.

• Supported global Reckitt Benckiser sites, optimizing LAN/WLAN and security services.
• Implemented TACACS+ AAA and firewall rule optimization, improving network security.
• Enhanced bandwidth utilization reporting for accurate capacity planning and cost optimization.
• Configured LWAPs in WLC using Local and FlexConnect modes.

• Achieved SLA compliance supporting global monitoring operations.
• Created and tracked incident tickets using IONI, maintaining accurate customer data.
• Generated network usage reports using SolarWinds and followed ITIL processes for incident resolution.

• Delivered on-site IT support for wireless LAN infrastructure, ensuring high uptime.
• Acted as the first point of contact for network troubleshooting and maintenance.
• Managed NAT, ACL, and Frame Relay configurations, Nomadix gateways, and access points.
• Installed and troubleshot Windows systems, hardware, and printers.