PUNITH M
Operations Lead
Bangalore
Summary
Results-driven IT Operations Lead and Major Incident Manager with 10+ years of experience in managing mission-critical IT infrastructure, Cisco Webex platforms (Meetings, Contact Center, Calling), and AWS environments. Proven expertise in incident management, log analysis, observability, and stakeholder communications. Skilled in leading P1/P0 incidents, postmortems, and driving RCA-based improvements to enhance service reliability, monitoring, and automation. Recognized for improving SLA compliance, reducing incident recurrence, and ensuring transparent communication with business and technical stakeholders.
Overview
10
10
years of professional experience
3
3
Certifications
Work History
IT Operations Lead
LTI Mindtree
Bangalore
01.2020 - 06.2025
- Directed 24/7 NOC operations, ensuring 99.9% uptime across Cisco Webex Meetings, Contact Center, and Calling platforms, as well as AWS-hosted services.
- Served as the primary Incident Manager for P1/P0 outages, coordinating resolution bridges across engineering, product, and leadership teams.
- Analyzed logs, dashboards, and monitoring tools (Splunk, Grafana, ServiceNow) to diagnose and resolve incidents quickly.
- Owned structured stakeholder communications before, during, and after incidents, ensuring transparency at all levels.
- Led postmortems and RCA meetings, documented findings, and drove engineering improvements.
- Partnered with developers and service owners to prevent the recurrence of production failures.
- Mentored NOC engineers, and improved incident handling efficiency by 20% year over year.
- Managed daily operations, ensuring timely delivery of high-quality products and services to clients.
- Conducted regular performance assessments, providing constructive feedback and identifying areas for growth and development among team members.
Specialist – Infrastructure Support & Major Incident Manager
HCL Technologies Ltd
Bangalore
10.2016 - 12.2019
- Acted as Major Incident Manager for global enterprise clients, managing high-severity incidents across Cisco Webex, and cloud-based platforms.
- Ensured smooth escalation and de-escalation processes while providing timely stakeholder updates during outages.
- Utilized observability tools (ServiceNow, PagerDuty, Splunk) to triage incidents and accelerate resolution.
- Facilitated RCA documentation and presented insights to leadership, ensuring follow-up actions improved service resilience.
- Collaborated with engineers, SOC, and product teams to enhance monitoring practices and incident readiness.
- Delivered infrastructure and application support, patch compliance, and vulnerability escalation across enterprise environments.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Senior Support Engineer
Skypro Technologies (Wipro InfoTech)
Bangalore
06.2015 - 06.2016
- Delivered L1 support for end users, ensuring timely resolution of hardware, software, and network issues.
- Handled Webex Meeting support, incident tracking, and stakeholder communication for client environments.
- Assisted in monitoring, troubleshooting, and documenting recurring technical issues for RCA follow-up.
- Evaluated new technologies for potential implementation in the company''s support strategy, improving overall effectiveness of the team.
- Delivered exceptional customer service by addressing user inquiries promptly and professionally.
- Implemented proactive monitoring systems to identify potential issues before they escalated into major problems.
- Enhanced system performance by troubleshooting complex software and hardware issues.
- Provided expert guidance on software usage and best practices to improve client productivity.
Education
Bachelor of Engineering (BE) - Information Science
Visvesvaraya Technological University
Shimoga07-2014
Skills
Incident & Problem Management (P1/P0, ITIL framework)
Cisco Webex Suite: Meetings, Contact Center, Calling
Cloud & Infrastructure: AWS, Azure, Networking, Firewalls, WAN
Observability & Monitoring Tools: ServiceNow, Jira, PagerDuty, Splunk, Grafana, LogicMonitor
Incident Lifecycle & RCA: Postmortems, documentation, trend analysis
Certification
AWS Certified Solutions Architect – Associate
Accomplishments
- - Reduced incident frequency by 15% through proactive monitoring and anomaly detection.
- - Improved SLA compliance by 25% via accurate reporting and ITIL-driven process enhancements.
- - Recognized for structured communications that improved stakeholder confidence during P1/P0 incidents.
Timeline
IT Operations Lead
LTI Mindtree
01.2020 - 06.2025
Specialist – Infrastructure Support & Major Incident Manager
HCL Technologies Ltd
10.2016 - 12.2019
Senior Support Engineer
Skypro Technologies (Wipro InfoTech)
06.2015 - 06.2016
Bachelor of Engineering (BE) - Information Science
Visvesvaraya Technological University