3
Languages
3
Certification
21
Years of experience
Technology Operations Leader with 21+ years of experience delivering enterprise-scale IT Infrastructure, Service Management, Digital Transformation, and Operational Excellence across Banking, Financial Services, and Global Technology organizations.
Currently leading Pan-India IT Infrastructure & End User Services at IDFC FIRST Bank, managing 150+ technology professionals responsible for enterprise service delivery, infrastructure operations, major incident management, business continuity, automation, governance, and customer experience.
Recognized for building high-performing teams, driving automation-led transformation, optimizing operational costs, strengthening service resilience, and delivering strategic technology initiatives aligned with business growth.
Work History
IT Infra, Chief Manager
3 Years 3 MonthsLead enterprise-wide IT Infrastructure and End User Services (Service Desk Operations, MATM Tablet Support and Local IT Teams supporting Pan-India banking operations, driving operational excellence, digital transformation, and service resilience.
- Led strategic initiatives to enhance customer satisfaction and retention rates within retail banking sector.
- Lead Pan-India IT Infrastructure Operations managing 150+ technology professionals across multiple support functions.
- Drive enterprise Service Desk, Major Incident Management, Business Continuity, and operational governance.
- Own executive SLA/KPI governance ensuring consistent service excellence.
- Chair Weekly Business Reviews, Monthly Business Reviews, and Quarterly Portfolio Reviews with senior leadership.
- Lead workforce planning, budgeting, vendor governance, and resource optimization.
- Champion automation initiatives that improve operational efficiency while reducing support costs.
- Partner with Information Security, Infrastructure, Networks, IAM, and Business stakeholders to deliver resilient technology services.
- Successfully led CCaaS Cloud Migration.
- Delivered Enterprise Single Sign-On implementation.
- Led Zero Trust Network Access (ZTNA) rollout.
- Delivered Radius Authentication Migration.
- Successfully completed Scalefusion MDM transformation.
- Improved operational efficiency through Identity & Access automation.
- Strengthened IT governance and service performance through automation and process optimization.
- Led strategic initiatives to enhance customer satisfaction and retention rates within retail banking sector.
Service Desk Manager
3 Years 3 MonthsManaged global IT Service Delivery supporting enterprise customers across EMEA.
- Led a geographically distributed team of 60+ IT professionals.
- Successfully transitioned UK Regional Command Center operations from Budapest to Bangalore.
- Managed a 22-member transition team delivering uninterrupted service to EMEA customers.
- Conducted executive governance reviews with customers.
- Led operational improvement initiatives.
- Managed workforce planning and capacity optimization.
- Built capability through mentoring and leadership development.
- Consistently exceeded SLA and KPI targets.
- Successfully completed international transition with zero critical service disruption.
- Improved customer satisfaction and operational productivity.
- Led process optimization initiatives improving service quality.
- Developed training programs to enhance staff skills and improve service delivery.
- Led service desk operations, ensuring high-quality support and efficient issue resolution.
Supervisor
1 YearLed global customer support operations for PayPal Business customers across chat and email channels.
- Developed training programs for new staff, fostering skill development and knowledge retention within the team.
- Managed a customer operations team of 65 professionals.
- Developed customer experience improvement strategies.
- Introduced process optimization initiatives.
- Customized enterprise training frameworks.
- Built a culture of coaching and continuous improvement.
- Partnered with stakeholders to improve operational performance.
- Improved Chat Service Levels.
- Increased productivity through operational improvements.
- Enhanced employee performance through structured coaching.
- Successfully contributed to new site establishment.
- Led team to enhance operational efficiency, improving workflow processes and reducing turnaround times.
Technical Solutions Consultants
11 Years 8 MonthsDelivered enterprise infrastructure support across North America while progressing into leadership responsibilities.
Highlights- Enterprise Windows/Linux/VMware Infrastructure
- HP Blade & Enterprise Servers
- Incident Management
- Customer Escalation Management
- Knowledge Management
- Technical Training
- Process Improvement
- Revenue Enablement
- Supported enterprise infrastructure across multiple Fortune clients.
- Consistently exceeded SLA performance.
- Delivered advanced server troubleshooting.
- Built technical capability through mentoring and knowledge management.
Education
Master of Business Administration - Operations Management
Bachelor of Arts - Political Science, History, Sociology
Skills
ServiceNow
ITIL
Windows Server
Endpoint management
IT Infrastructure Management
Incident Management
Asset Management
Vendor Management
IT Service Delivery
Stakeholder Management
Team Leadership & Management
Process Improvement & Automation
Strategic Planning & Execution
Change and Problem Management
Business continuity planning
Accomplishments
- Zero Trust Network Access (ZTNA) at IDFC FIRST Bank From End-user Standpoint, Successfully led the ZTNA migration project for the bank.
- Radius Migration at IDFC FIRST Bank From End-user Standpoint, I have successfully led the Radius migration project for the bank and also played a pivot role in ensuring the migration delivered high availability seamless authentication and minimal user disruption.
- ScaleFusion MDM Migration at IDFC FIRST Bank From the EUS standpoint, successfully completed Scalefusion MDM Migration which was a strategic EUS-led transformation to modernize endpoint management enhance device security and improve the digital employee experience.
Interests
Music
Cricket
Travel
Certification
- CompTIA Server plus Certified
- ITIL V4 Foundation Certified
- Scrum Fundamentals Certified
- Six Sigma Green Belt Certified
- PMP Certified
Languages
English
C1
Advanced
Hindi
B2
Upper intermediate
Kannada
B2
Upper intermediate
Timeline
IT Infra, Chief Manager
IDFC First Bank
07.2023 - CurrentRead More
Service Desk Manager
Unisys
12.2019 - 03.2023Read More
Supervisor
PayPal
12.2018 - 12.2019Read More
Technical Solutions Consultants
HPE
04.2007 - 12.2018Read More
Arunodaya University
Master of Business Administration from Operations Management
Read More
Kuvempu University
Bachelor of Arts from Political Science, History, Sociology
Read More
Zero Trust Network Access (ZTNA) at IDFC FIRST Bank From End-user Standpoint, I have successfully le
- Led the enterprise‑wide migration from legacy VPN to Zero Trust Network Access (ZTNA), ensuring secure, identity‑based connectivity for all employees.
- Improved cybersecurity posture by reducing attack surfaces and enforcing least‑privilege access across applications and systems.
- Delivered a seamless end‑user experience, enabling faster, more reliable access without compromising security.
- Partnered with IT, InfoSec, and business stakeholders to align ZTNA deployment with organizational priorities.
- Directed change management initiatives, including user training and awareness programs, to drive smooth adoption and minimize disruption.
- Achieved operational efficiency by eliminating VPN dependencies, reducing infrastructure overhead, and enabling scalable access solutions.
- Ensured regulatory compliance and governance alignment, reinforcing trust with auditors and regulators.
- Maintained business continuity throughout the migration, with zero downtime for critical banking services.