MANISH CHAWLA (IT OPS & INFRA MANAGER)
Bengaluru
Summary
Results-driven IT Operations & Infrastructure Manager with over 12 years of experience in enterprise IT operations, service delivery, cloud infrastructure, and endpoint management. Skilled in Azure Virtual Desktop, Microsoft Entra ID, Active Directory, and ITIL-aligned support functions. Expertise in incident and change management, security governance, and operational resilience. Committed to driving process improvements, mentoring teams, and enhancing service delivery across global organizations.
Overview
1
1
Certification
13
13
years of professional experience
Work History
IT OPS & INFRA Manager
WellSky India Private Limited
Bengaluru
02.2025 - 08.2026
- Reduced incident resolution time by 30% through effective triage and root-cause analysis.
- Administered hybrid identity management across Active Directory and Microsoft Entra ID, focusing on RBAC.
- Enhanced Azure Virtual Desktop performance by 25% utilizing Nerdio Manager optimization tools.
- Supported incident, problem, and change management processes to ensure SLA compliance.
- Collaborated with vendors and stakeholders to improve service quality and infrastructure reliability.
- Compiled KPI-based reports to provide insights into asset utilization for strategic decision-making.
- Managed enterprise hardware lifecycle, including procurement, inventory tracking, and disposal.
- Guided junior engineers in technical coaching while promoting operational best practices.
- Participated in employee onboarding/offboarding activities including access provisioning and deprovisioning.
Senior Associate – IT Service Desk
Greystar Services India Private Limited
Mohali
11.2022 - 06.2024
- Managed end-to-end onboarding and offboarding processes, including user provisioning and identity lifecycle management.
- Ensured service reliability through effective incident, problem, and escalation management.
- Mentored over eight service desk associates, improving SLA compliance by 20% through targeted coaching.
- Oversaw Active Directory, DNS, DHCP, file and print services, supporting over 1,000 enterprise endpoints.
- Administered Cyberoam, Fortinet, and WatchGuard firewalls to enhance endpoint access control and compliance.
- Facilitated technical knowledge-transfer sessions for onboarding new team members.
- Managed IT asset inventory and operational reporting to maintain audit readiness and compliance.
- Collaborated with infrastructure teams to streamline processes and enhance service delivery effectiveness.
Senior Technical Associate
Genpact India Private Limited
09.2020 - 08.2022
- Implemented automated patching and endpoint security controls across 500+ workstations, significantly reducing security risks.
- Managed ITIL-aligned incident, problem, and change management processes, achieving 99.9% uptime.
- Resolved incidents related to infrastructure, operating systems, applications, and networks using ServiceNow, Remedy, and ConnectWise.
- Supported VPN, Active Directory, Microsoft 365, and endpoint administration to ensure seamless user access.
- Participated in escalation management and service restoration efforts to minimize downtime.
- Coached junior analysts in troubleshooting techniques to enhance overall team effectiveness.
Senior IT Administrator
Anisha Computers
06.2013 - 09.2017
- Administered Windows server environments, Active Directory services, and network infrastructure.
- Delivered L2/L3 support for hardware, software, networking, and printer environments.
- Implemented secure VPN connectivity solutions supporting remote workforce requirements.
- Managed annual maintenance contracts (AMC) to ensure fulfillment of customer service commitments.
- Coordinated with vendors and customers to uphold operational continuity and enhance service quality.
- Improved inventory utilization by 35% through enhanced asset tracking and lifecycle governance.
Education
PG Diploma - Computer Hardware & Networking (JCHNP)
Jetking
ChandigarhBachelor of Arts (B.A.) -
Kurukshetra University
Skills
- Cloud infrastructure management
- Incident management
- Change management
- Root cause analysis
- SLA management
- Service delivery management
- Help desk management
- Escalation processes
- IT operations management
- Asset management
- Asset governance
- Service improvement
Personal Information
Title: IT Operations & Infrastructure Lead
Certification
ITIL V3 Certified, ITIL 4 Certified, Nerdio Manager for Enterprise Foundations (NME-201)
Accomplishments
- Cloud Performance: Improved Azure Virtual Desktop utilization by 25% through session-host optimization.
- Incident Reduction: Reduced incident resolution time by 30% while maintaining SLA compliance.
- Team Growth: Improved service desk SLA adherence by 20% through mentoring and operational improvements.
- Service Availability: Maintained 99.9% infrastructure uptime across enterprise server environments.
Timeline
IT OPS & INFRA Manager
WellSky India Private Limited
02.2025 - 08.2026
Senior Associate – IT Service Desk
Greystar Services India Private Limited
11.2022 - 06.2024
Senior Technical Associate
Genpact India Private Limited
09.2020 - 08.2022
Senior IT Administrator
Anisha Computers
06.2013 - 09.2017
PG Diploma - Computer Hardware & Networking (JCHNP)
Jetking
Bachelor of Arts (B.A.) -
Kurukshetra University