Lokesh Lakshmipathy

Professional Summary :

Dynamic and results-oriented operations leader with 20 years of experienceleading global service delivery, IT operations, and end-user computing teams. Proven ability to manage service transitions, optimize processes, and drive innovation across India, Malaysia, Canada, the USA, the UK, and Europe. Adept at cross-cultural stakeholder engagement, P&L ownership, strategic planning, and people development. Experienced in ITIL practices, SDLC environments, and managed services models.

• ALSTOM Transport, Paris, France – Led service transition activities, vendor onboarding, contract negotiations, and business performance reviews.
• UK Hydrographic Office (UKHO), Taunton, UK – Executed server OS and application migration, drove service improvement initiatives, and conducted end-user training.
• Manulife Financials, Kitchener, Canada (Apr 2012 – May 2013) – Managed service transitions and vendor coordination; contributed to EUC solution design and project delivery.
• First Data, Basildon, UK (Aug 2009 – Jun 2010) – Delivered expertise in LANDesk, Citrix XenApp, Dell AOK testing, and virtualization; led transition and implementation efforts.

Future Management Program Certified from Nanyang University, Singapore

Head of EUC Operations | ALSTOM Transport India Ltd, Bangalore | May 2016 till Present

Service Leadership

- The Head of End User Computing Operations holds a multifaceted role that involves managing daily operations while also engaging in strategic planning and stakeholder collaboration, all rooted in a deep understanding of technology and user needs.
- Engage with stakeholders, including department heads, design architects to understand their EUC needs and gather feedback on service delivery.

- Conduct daily briefings or stand-up meetings to review priorities, challenges, and resource availability.
- Ensure SLA attainment, ITIL compliance and global service governance.

Infrastructure Management

- Supervise the deployment, upkeep, and support of internal IT systems, including laptops, networks, applications, and core IT tools.

- Ensure consistent, reliable IT support across global locations, delivering timely assistance to all employees.

- Manage and continuously improve internal tools to align with the organization’s evolving needs.

- Lead the implementation of new IT initiatives and system updates, ensuring seamless execution with minimal business disruption.

Commercial & Strategic Ownership

- Own service revenue, margin, and cost performance.
- Drive incremental revenue via value-added services.
- Contribute to budgeting, forecasting, and profitability.

People & Team Development

- Lead and develop high-performing cross-functional teams.
- Foster a culture of excellence, feedback, and career growth.

Operational Excellence

- Oversee all operational planning, execution, and stakeholder reporting.
- Implement process improvements to reduce costs and improve quality.
- Critical issue escalation point.

Cross-functional Collaboration

- Build strategic relationships across internal departments.
- Proactively manage dependencies, risks, and deliverables.
- Represent organizational values and integrity at all levels.

Key Outputs & Accountabilities

- Deliver technology services on time and within budget.
- Achieve high client satisfaction and retention through proactive service management.
- Build scalable operations to support growth and transformation.
- Co-develop roadmaps aligned with enterprise delivery strategy.

Vendor Management

- Lead contract negotiations and maintain strong relationships with IT vendors to secure favorable terms and ensure high-quality service delivery.

- Identify, evaluate, and onboard new IT tools and technologies through comprehensive due diligence and cost-benefit analysis to support business objectives.

Audit and Compliance

- Design and enforce robust security policies and procedures to safeguard company data and assets, incorporating best practices for cloud security.

- Ensure ongoing compliance with regulatory and industry standards such as SOC, GDPR, ISO, and other relevant frameworks.

- Lead security audits and risk assessments, proactively identifying and addressing potential vulnerabilities.

- Oversee and coordinate effective responses to security incidents, minimizing impact and ensuring timely resolution.

Senior End User Computing Consultant
Microland | Oct 2013 – May 2016

• Designed and implemented end-user computing (EUC) solutions tailored to business requirements.
• Provided deep technical expertise in SCCM administration, including troubleshooting and performance optimization.
• Led the end-to-end application packaging and deployment lifecycle.
• Executed OS upgrades and migrations with minimal user disruption and strong focus on data integrity.
• Worked closely with cross-functional teams to enhance IT service delivery and user experience.
• Contributed to product implementation, managed SQL databases, and maintained effective customer relationships.

Associate Operations Manager
Cognizant Technology Solutions | Nov 2007 – Oct 2013

• Spearheaded EUC solution design and implementation to support large-scale IT operations.
• Administered and optimized SCCM environments, ensuring efficient system performance.
• Oversaw the full lifecycle of application packaging and deployment.
• Delivered seamless OS upgrade projects with robust planning to prevent data loss or user impact.
• Collaborated across departments to resolve user issues and continuously improve IT services.
• Engaged in product rollouts, SQL database oversight, and client relationship management.

Implementation and Support Executive
Pacsoft Solutions | Oct 2005 – Oct 2007

• Actively involved in the deployment and support of EUC solutions.
• Handled SCCM-based system administration and troubleshooting.
• Managed software packaging and deployment workflows.
• Facilitated OS upgrades with careful attention to service continuity and data protection.
• Partnered with internal teams to streamline IT operations and address end-user challenges.
• Participated in new product implementations, SQL database handling, and customer support activities.

ALSTOM:

• "Best New Employer" Award – Recognized for effectively managing multiple services and driving success in the Switch Program initiatives.
• "Best Performer of the Year" Award – Honored for seamless execution of the Switch and UP programs with zero major escalations.

MICROLAND:

• "GEM (Going the Extra Mile)" Award – Awarded for managing multiple client accounts and contributing to significant revenue growth.
• "Master Fleet Award" – Accredited for successfully delivering the Microsoft project to 12 customers concurrently, achieving a 99% First-Time Pass (FTP) rate.

COGNIZANT:

• "Best Analyst – Onsite" Award – Recognized for securing a key project for Cognizant amidst tough competition and completing a Windows 7 remediation project involving over 2,000 applications across Canada.
• "Above and Beyond – Leadership" Award – Rewarded for exceptional leadership in managing the Shared Services Quality Assurance team, maintaining top-tier quality and SLA compliance.
• "ITIS Award for Service Excellence" – Commended for leading offshore teams, engaging global customers, and ensuring successful project deliveries in the United Kingdom.
• "Innovative Solution in Cloud Computing" Award – Accredited for pioneering the integration of VMware ThinApp with cloud computing technologies to deliver scalable solutions.
• "IT IS Tech Wizard" Award – Recognized for completing a successful proof of concept on VMware ThinApp and producing comprehensive project documentation and training resources.