Muthu Krishnan C
Service Delivery Business Operations
Bangalore,Karnataka
Summary
Dynamic Senior Manager with expertise in IT Infrastructure Management, Service Delivery, Asset and Configuration Management, and Client Relationship Management. Proven ability to plan, implement, and oversee strategic improvements that enhance business growth and operational efficiency. A track record of fostering an open culture that encourages the free exchange of ideas and information among team members. Eager to embrace new professional challenges within a growth-oriented organization that values innovation and collaboration.
Overview
19
19
years of professional experience
3
3
Certifications
Work History
Senior Manager / Manager / Associate Manager
Standard Chartered Global Business Services Pvt Ltd
Bangalore, Chennai (Remote)
2017.03 - Current
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
- Managed end-to-end technology support and service delivery across Bangalore & Chennai sites (2,500+ employees).
- Designed and implemented Software Asset Management & Compliance Audits, reducing license costs through reuse and optimization.
- Delivered BCP planning and execution, ensuring critical Tier 1 & Tier 2 activities performed without disruption.
- Executed IT Infrastructure & Server Restructure Projects (Secure Shared Folder, File Server restructuring, Seat Movements).
- Facilitated vendor partnerships (e.g., NIIT) for technology enablement projects.
- Monitored firewall security policies and implemented IT risk controls.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
Sr. System Administrator / Support Engineer
Hexaware Technologies
Chennai
2015.07 - 2017.03
- Provided on-site IT support bridging offshore and on-site teams.
- Managed aregional service support with SLA & KPI compliance.
- Responsible for people management, attrition control, and stakeholder engagement.
- Collaborated with cross-functional teams to design and deploy customized IT solutions, meeting specific organizational needs.
- Completed reports detailing network and systems performance and downtime issues.
- Improved end-user satisfaction by providing responsive technical support and addressing concerns efficiently.
- Worked with users to determine areas of technology in need of improved usability.
Client Relationship Manager / Customer Support Manager
Kryptos Consulting Services
Chennai
2014.09 - 2015.04
- Led IT operations, IT helpdesk, and client relationship management.
- Designed IT training programs, conducted audits, and implemented ITIL practices.
- Improved client retention by delivering consistent service excellence.
- Analyzed client feedback to identify areas for improvement and implemented changes accordingly.
- Collaborated with internal teams to resolve client issues quickly and efficiently.
Project Coordinator / Domain Lead / Service Desk Lead
Wipro Infotech
Chennai
2008.05 - 2014.08
- Oversaw 13,000 desktop migration project (XP → Windows 7).
- Managed End User Computing services (Service Desk, Remote Desktop, Antivirus, Application Packaging).
- Coordinated large-scale infrastructure upgrade projects and stakeholder communications.
- Led a 14-member service desk team handling 8,000+ calls monthly with 95% SLA compliance.
- Client: Standard Chartered Bank – SCOPE International
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.
- Maintained accurate documentation of all projects, facilitating efficient audits and future reference.
- Prepared meeting agendas and minutes for distribution and record keeping.
Operation Lead – Service Delivery
IOPEX Technologies Pvt Ltd
2010.05 - 2011.03
- Managed 40-member IT support team across multiple cities.
- Introduced QA checks in newly commissioned systems, reducing non-compliance issues.
- Self-motivated, with a strong sense of personal responsibility.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Senior Executive – IT Support
Amutha IT Park / LG Computers
2007.10 - 2008.04
- Delivered desktop, network, and hardware support to corporate clients.
- Ensured SLA compliance for field-level technical support.
Customer Support Executive
India Gate Consultancy / Allsec Technologies
2006.09 - 2007.09
- Provided software, OS, patch, and antivirus support (onsite & remote).
- Conducted knowledge-sharing sessions for IT support teams.
Education
Bachelor of Science - Computer Science
Bharathidasan University
Pudukkottai03.2006
Skills
IT Service Delivery Operations Management
Project Data Management
Client Relationship & Stakeholder Management
IT Audits, Compliance & Risk Management
Cloud Basics, Firewall & Security Tools
Operations planning
Operations management
Data analytics
Strategic planning
Organizational improvement
Logistics operations management
Teamwork and collaboration
Problem-solving
Certification
ITIL V3 Foundation & Service Operations Certified
Awards
- Best Performer – Business Support (Standard Chartered Bank).
- Employee of the Team Award (Standard Chartered Bank).
- Value Champ Award – Recognized for excellence in client delivery.
- Successfully led IT infrastructure upgrades, license cost savings, and ITSM process automation.
Timeline
Senior Manager / Manager / Associate Manager
Standard Chartered Global Business Services Pvt Ltd
2017.03 - Current
Sr. System Administrator / Support Engineer
Hexaware Technologies
2015.07 - 2017.03
Client Relationship Manager / Customer Support Manager
Kryptos Consulting Services
2014.09 - 2015.04
Operation Lead – Service Delivery
IOPEX Technologies Pvt Ltd
2010.05 - 2011.03
Project Coordinator / Domain Lead / Service Desk Lead
Wipro Infotech
2008.05 - 2014.08
Senior Executive – IT Support
Amutha IT Park / LG Computers
2007.10 - 2008.04
Customer Support Executive
India Gate Consultancy / Allsec Technologies
2006.09 - 2007.09
Bachelor of Science - Computer Science
Bharathidasan University