Kumar Bharadwaj Hiriyannaiah
IT Manager
Bengaluru
Summary
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.
Overview
19
19
years of professional experience
7
7
Certifications
Work History
Services SME, Assistant Manager, R&D IT Platform
Unilever
06.2023 - Current
- Managed relationships with Managed Services Providers (MSPs) and FTC teams, overseeing cloud infrastructure and landscape operations for global R&D platforms on Microsoft Azure, and leading 30+ technical resources across cloud infrastructure, application maintenance and deployment (L2/L3), regression testing, and performance testing; ensured operational deliverables, SLA compliance, KPI tracking, 99.9% uptime, and drove service agility, operational resilience, and stakeholder satisfaction.
- Led “Keep Environment Current” initiatives for LMS and Digital Manufacturing systems, including upgrades to on-prem Kepware servers and SAP S4 HANA 2022, while maintaining alignment with IT and business stakeholders through structured progress reviews.
- Oversaw SAP RISE migration and S4 HANA upgrade for PLM with zero post-go-live issues, coordinating release planning, CAB approvals, and regression testing across application and infrastructure teams.
- Spearheaded performance testing for AWS to GCP migration of Teamcenter Active Workspace, improving scalability and responsiveness for global R&D users.
- Produced and presented service delivery reports to stakeholders, highlighting SLA adherence, KPI trends, and improvement actions, while acting as the primary point of contact for business stakeholders and service owners to ensure alignment of IT services with evolving business needs and operational priorities.
- Collaborated with Service Owners and Application Owners to review and update Low-Level Design (LLD) documentation based on infrastructure changes and audit requirements for applications under service criticality levels ranging from SC2/DR2 to SC4/DR4.
- Aligned with business stakeholders on project activities and operational enhancements, ensuring continuity, compliance, and readiness for internal and external audits.
- Implemented AI-powered chatbot integrated with ServiceNow as a first-touch support channel, reducing incident inflow by 15% and improving turnaround time (TAT) by 20%, resulting in enhanced business continuity and measurable IT operational cost savings.
- Cloud Infrastructure & Landscape Management (Mar 2025–Present)
- Application Maintenance & Deployment (Jun 2023–May 2025)
Assistant Consultant - SAP PLM DELIVERY LEAD
Tata Consultancy Services
10.2019 - 05.2023
- Led SAP PLM, MDG, and EHS application development, maintenance, and support across industries including Unilever and HP Inc., delivering technical solutions on S4 HANA for BOM, DMS, and master data management.
- Reduced incident backlog by 92% through ITIL-based service delivery and root cause analysis, deploying effective technical solutions aligned with business requirements.
- Authored functional specifications and knowledge base articles to enhance support efficiency and enable faster issue resolution.
- Directed cross-functional collaboration between developers, analysts, and infrastructure teams to ensure seamless delivery, operational stability, and stakeholder satisfaction.
Senior Consultant, SAP PLM
Capgemini
12.2011 - 10.2019
- Delivered SAP PLM solutions for manufacturing and mining clients (SIDEL, Nyrstar), integrating CAD tools (CATIA, SolidWorks) to streamline design-to-production workflows.
- Led Lean process improvement initiatives, reducing errors and enhancing system stability by 35%.
- Managed document control, BOM accuracy, and change management processes, ensuring data integrity and compliance with engineering and operational standards.
Freelance | Harita Techserv | Wipro Infrastructure Engineering | M&S Technologies
01.2007 - 12.2011
- Freelance Training (Sep 2011 - Dec 2011)
- Design Engineer: Harita Techserv (Oct 2010 - Sep 2011)
- Project Associate: Wipro Infrastructure Engineering (Sep 2007 - Sep 2010)
- CADD Engineer: M&S Technologies (Jan 2007 - Sep 2007)
Education
BBA - Engineering & Project Management
Jain (To Be Deemed) University
01.2028
PGDM - Project Management
Alliance University
01.2017
Diploma - Mechanical Engineering
VET BVL Polytechnic
01.2006
Secondary School Certificate - undefined
Karnataka State Board
01.2003
Skills
SAP PLM Delivery: Led upgrades, CAD integrations (CATIA, SolidWorks), and S4 HANA transitions across industries
Application Management: Oversaw 25 resources across global platforms, ensuring seamless maintenance and releases
Service Excellence: Reduced incidents by 90% via ITIL frameworks, escalation handling, and AI chatbot deployment
Cloud Operations: Managed Azure & GCP environments with 999% uptime, driving migrations and performance testing
Methodologies: ITIL Service Delivery, BCP and DR Process, Change and Release Management
Leadership & Strategy: Lead and managed cross-functional teams, vendor governance, and budget planning for scalable IT delivery
Problem-solving abilities
Customer focus
Accomplishments
- 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.
CORE COMPENTENCIES
- 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
Certification
Predictive Analysis – IIMB via SWAYAM
Timeline
Services SME, Assistant Manager, R&D IT Platform
Unilever
06.2023 - Current
Assistant Consultant - SAP PLM DELIVERY LEAD
Tata Consultancy Services
10.2019 - 05.2023
Senior Consultant, SAP PLM
Capgemini
12.2011 - 10.2019
Freelance | Harita Techserv | Wipro Infrastructure Engineering | M&S Technologies
01.2007 - 12.2011
PGDM - Project Management
Alliance University
Diploma - Mechanical Engineering
VET BVL Polytechnic
Secondary School Certificate - undefined
Karnataka State Board
BBA - Engineering & Project Management
Jain (To Be Deemed) University