Kumar Bharadwaj Hiriyannaiah

Experienced IT Service Delivery & Application Operations Leader with 18+ years of expertise managing SAP PLM, MDG, EHS, and cloud-based enterprise platforms across global R&D and manufacturing environments. Proven success in driving operational resilience, AI chatbot enablement, and cloud performance optimization across Azure and GCP. Regularly collaborate with IS Service Owners to review and update Low-Level Design (LLD) documentation for applications under my portfolio, ensuring alignment with evolving architecture standards and operational requirements. Lead Security and Risk assessments for internal and external audits, tailored to application service criticality levels ranging from SC2/DR2 to SC4/DRA. Skilled in ITIL L2/L3 governance, incident management, RCA, and SLA optimization, with a track record of delivering measurable cost savings and service agility.

• Implemented an AI-powered chatbot integrated with ServiceNow as the first-touch support channel for the business community, reducing ticket volume, cutting incident inflow by 15%, and improving turnaround time (TAT) by 20% through user education workshops, business process/app usage training, and embedded RCA playbooks — resulting in steadier operations, higher business satisfaction, and measurable IT cost savings.
• Achieved 99.9% uptime across Azure and GCP platforms supporting global R&D operations, while reducing incident backlog from 450+ to 35 through strategic service delivery processes and technical solution development, leading the SAP PLM, MDG, and EHS L2/L3 team.

• ITIL Service Delivery & Operations (L2/L3): Incident, Problem & Change Management, SLA Governance, Root Cause Analysis (RCA), Release Management
• Application Management (SAP/R&D): SAP PLM, MDG, EHS, SAP CAD Integration (ECTR), Document Management Systems (DMS/ECM), Bill of Materials (BOM) Management
• Cloud Infrastructure & Landscape Operations: Microsoft Azure, Environment & Patching Management, Business Continuity Planning (BCP), Disaster Recovery (DR), Capacity & Performance Optimization
• Automation & AI: Generative AI, Chatbot Enablement, Run Book Automation, Continuous Improvement (CI) Initiatives
• Risk & Compliance: KEC & Vulnerability Management, Security by Design, Vendor & Statement of Work (SOW) Governance, Audit Readiness
• Process & Stakeholder Management: ITIL Process enablement, Stakeholder Engagement, Vendor Management
• Project Management & Governance: End to End Project Delivery, Governance Frameworks, Cross Functional Leadership