Rajiv Kumar
Patna
Summary
Dynamic Enterprise IT Manager with 14 years of hands-on and strategic expertise spanning IT Service Delivery, Greenfield Infrastructure Rollouts, and Operations Support Management. Adept at managing large-scale enterprise deployments—including Jio Centers and Distribution Centers—ensuring power reliability (UPS/battery), network availability, and seamless hardware commissioning. Skilled at driving ITIL-based incident and change management, optimizing IT operational budgets, managing OEM/vendor SLAs, and leading cross-functional field engineering teams to achieve consistent operational excellence.
Overview
1
1
Language
1
1
Certification
15
15
years of professional experience
Work History
IT Operations Manager – (Managing IT Field Ops PAN India)
Wipro Limited
08.2019 - Current
- Provides leadership and supervision to all 38 team members of Field Ops, ensuring that appropriate skilled resources are in place to meet required service levels.
- Provides technical support and guidance to Circle IT Leads as well as Central Field Support Team.
- Implement and enforce IT security policies and procedures to ensure compliance with company standards.
- Prepare and help HOD to create IT budgets, forecasts, and cost control initiatives.
- Identify opportunities for cost savings through process automation and vendor optimization.
- Lead IT projects from initiation to completion, ensuring timely delivery and quality outcomes.
- Collaborate with stakeholders to define project scope, timelines, and deliverables.
- Recruit, train, and mentor IT staff to build a high-performing team.
- Conduct performance reviews and set development goals for team members.
- Coordinate with concern domain to create STO/STN/GRN/MRN for the asset movement thru P91 SAP server.
- Coordinate with Dept. to create PR/PO to procure new devices or part replacement against the faulty units.
- Monitor network connectivity across all JC offices to ensure zero downtime and uninterrupted operations
- Performed periodic preventive maintenance of UPS systems and network devices across JC, DC, and Closed CMPs to ensure uninterrupted IT service delivery.
- Managed SLA performance tracking using Excel-based dashboards and reports, ensuring service delivery met contractual obligations.
- Analyzed incident and resolution data to identify trends and areas for improvement in field operations.
- Prepared Monthly Business Review (MBR) presentations for customer meetings, highlighting key metrics, achievements, challenges, and action plans.
- Collaborated with cross-functional teams to gather inputs and ensure accuracy and completeness of MBR content.
- Presented MBR slides to customers and senior stakeholders, facilitating transparent communication and continuous improvement.
- Key Roles – Reliance Jio Centre Project
- Strategic Planning & Leadership, Develop and implement IT operational strategies aligned with business goals. Exceptional analytical ability and talent for managing information.
- IT Infrastructure Management
- Field Service Operations
- Incident Management
- Vendor & Stakeholder Coordination
- SLA Management
- Team Leadership & Training
- IT Asset Management & Cost Optimization
- IT Budgeting/Procurement
- Project Management
- Network & Systems Administration.
IT Operations Lead – Bihar & Jharkhand Circle
IMPACT INFOTECH PVT LTD
10.2015 - 08.2019
- Single point of contact for all IT infrastructure related issues/support of all Bihar and Jharkhand Circle locations (60 JIO Centers & 02 Distribute Centers (4500 + users' database).
- Handling HPSM tool of overall Technical calls / Service Desk Operation of BH & JH Circle.
- Incidents management – Ensure to manage day-to-day incidents happens on site & make the operations Streamline ASAP with minimum outage /impact on provided services.
- Problem Management - responsible to resolved root cause incidents. Preparing SOP's of cause incident for better understanding.
- SLA Management – Responsible to achieve the SLA defined with client 99.99% by ensuring 100% SLA adherence to maintain uptime in all domains.
- Periodic review meetings with clients to ensure Service Quality levels to are as per SLA.
- Review monthly customer feedback through Customer review exercise (CSAT)
- Active Directory Administrators - Managed User Accounts/ Maintained and managed Domain Name Service/ Maintained user, group, and computer accounts/ Managed Group Policy Objects (GPOs) throughout the Active Directory (AD) / Created user ID's, roles, groups OU's etc.
- Quarterly Review with JCM F2F thru MS Teams or visit to locations to ensure smooth IT Operations.
- Closely work & Planning with HR & NHQ team on projection for assets availability in stock to allocate asset timely to new joiners.
- Valuable support for VIP users VC & Skype/ MS Lync Meeting.
- Ensure of IT UPS PM Activity of All JC's on real time & Action plan for same.
- (Authorized By Wipro)
Sr.Tech Engineer
HSB INFOTECH PVT LTD
05.2015 - 10.2015
- Successfully Rolled Out IT Infrastructure in 150 + Reliance JIO Offices across Bihar, Jharkhand and Orissa with zero issues.
- Preparation of HOTO document & eventually taking signoff from customer post Go-Live.
- Handling of Escalated & Critical calls of all the Senior Users.
Sr. Field Engineer
IGATE Global Solution Ltd.
12.2012 - 01.2015
- Project Name – Reliance Communication
- Installation, Configuration & Administration of Windows OS.
- Installing & Monitoring Active Directory, DHCP and DNS servers.
- Installation, Configuration & Maintenance of Cisco Routers and Switches.
- Managing File Server, Proxy Server, Marimba Server, RADIUS Server.
- Installation & Configuration of MS Outlook, Lotus Notes & Thunderbird.
- Installing & configuring Lotus Mail on BLACKBERRY devices for VIP/Critical Users.
- Asset & ticket Management over BMC Remedy applications
- Maintaining of all SLA as defined by IT guideline and handling Incident.
- Responsible for IT Support and maintenance of IT Infrastructure.
Customer Support Engineer
Kaizen Care Pvt Ltd.
10.2011 - 12.2012
- Router & Switch Installation Configuration inside Client Offices.
- Installed standard software on local machines to ensure system functionality.
- Maintenance & PE Activity of Network devices.
- Disassembled laptops and desktops for parts to reuse in repairs.
- Configured routers and switches in client offices to establish reliable network connectivity.
- Performed maintenance and preventive engineering activities on network devices to enhance operational reliability.
Education
MCA - undefined
AISECT University
Jharkhand01-2023
Bachelor of Science - Phy.
Magadh University
Bodhgaya01-2011
H.S.C - Science
BSEB
01-2007
S.S.C - undefined
BSEB
ROH01-2005
Skills
Proficient in:
IT Infrastructure Management
Project Rollout & Management
Field IT Service Operations
IT Asset Management & Cost
Optimization
Ticketing Tools Management (Incident, Service Request)
IT Budgeting/Procurement
Vendor & Stakeholder
Coordination
SLA Management
Team Leadership & Workforce management
Network & Systems
Certification
2018-08 CCNA
Training obtained by Wipro
- Basics of Cloud Computing, Introduction to AWS
- Networking and Security features
- Soft Skill Training Program
- Networking L1-Level, Win 2K3, 2K8 Server Administration.
- GEN AI Vol1., ITIL V4
Declaration
I hereby declare that the information furnished above is true to the best of my knowledge. Place: Date: Signature (Rajiv Kumar)
Strengths
- Ability to deal with people diplomatically.
- Good Team work with positive approach.
- I believe in sincerity and dedication in the execution of the work given to me.
Languages
English
Intermediate (B1)
Timeline
IT Operations Manager – (Managing IT Field Ops PAN India)
Wipro Limited
08.2019 - Current
IT Operations Lead – Bihar & Jharkhand Circle
IMPACT INFOTECH PVT LTD
10.2015 - 08.2019
Sr.Tech Engineer
HSB INFOTECH PVT LTD
05.2015 - 10.2015
Sr. Field Engineer
IGATE Global Solution Ltd.
12.2012 - 01.2015
Customer Support Engineer
Kaizen Care Pvt Ltd.
10.2011 - 12.2012
S.S.C - undefined
BSEB
H.S.C - Science
BSEB
Bachelor of Science - Phy.
Magadh University
MCA - undefined
AISECT University