Roopadharshini V K
Associate Director
Bangalore
Summary
Dynamic IT infrastructure and operations leader with 18+ years of progressive experience in Network Operations, Digital IT Service Management, Zerotrust ,Cloud Infrastructure, and Global Service Delivery. Proven ability to lead large, distributed teams (200+), drive operational excellence, implement ITIL-aligned processes, and deliver world-class internal customer experience. Adept at building high-performing teams, establishing SLAs/SLOs, optimizing support models, and driving automation, observability, and performance improvements across global environments. Recognized for strong stakeholder management, data-driven decision-making, and driving continuous improvement to enable scalable, reliable, and efficient IT operations.
Overview
18
18
years of professional experience
8
8
Certifications
Work History
Associate Director – Ops / SRE
GlaxoSmithKline Pharmaceuticals Ltd
01.2021 - Current
- Leading global Network Operations, Monitoring, Cloud Infrastructure, and SRE functions and enterprise platforms.
- Key Achievements & Responsibilities:
- Lead a 260-member distributed global team covering Network, Cloud, Security & Zscaler operations.
- Drive SLA/SLO governance, operational stability, and customer satisfaction across all support functions.
- Oversee global incident, request, and monitoring processes, ensuring alignment with ITIL and internal IT standards.
- Own operational reporting including KPIs, SLAs, shift performance, capacity, and availability metrics.
- Define vision, architecture, and roadmap for a secure and scalable multi-cloud and on-prem platform.
- Drive platform reliability, observability, automation, and operational excellence across global data centers.
- Manage budgets for global network infrastructure and vendor partners.
- Partner with Cybersecurity teams to ensure compliant and secure-by-design platforms.
- Mature SRE capabilities across Network & Cloud to enhance delivery velocity and stability.
- Lead lifecycle management for compute, storage, and network hardware—procurement to decommissioning.
- Drive shift scheduling, resource planning, and real-time performance monitoring for 24×7 operations.
- Strengthen team capability through structured hiring, onboarding, and continuous development plans.
- Manage executive escalations and ensure exceptional end-user experience.
Technology Manager
Wells Fargo India Solutions Pvt Ltd
10.2017 - 01.2021
- Led the global Voice Management Center and Production Assurance operations.
- Key Contributions:
- Managed a global team of 18 across India and US (extension model).
- Oversaw uptime, stability, and maintenance of CUCM clusters and global voice platforms.
- Ensured SLA compliance and operational excellence across 13 technology groups.
- Strengthened collaboration with US technology partners for process integration & workload transition.
- Drove incident management, RCA, and continuous improvement initiatives.
- Led transition activities, ensuring readiness of tooling, documentation, and governance.
Deputy Manager
Vodafone Global Services Pvt Ltd
01.2015 - 10.2017
- Key Responsibilities:
- Led a 12-member IP Network L2 Operations team supporting mission-critical global customers.
- Managed SLA delivery, customer escalations, and 24×7 operational support.
- Drove SIP/CIP reviews, RCA processes, and service improvement plans.
- Managed vendor governance, training programs, and performance development plans.
- Acted as deputy to the operations manager, overseeing full process governance in their absence.
Senior Associate – IT Infrastructure
Alcon – A Novartis Division
01.2012 - 11.2014
- Key projects included DMVPN design, WAN migrations, Inflow IPAM implementation, and global monitoring setup.
Network Administrator
Microland Ltd
03.2010 - 12.2011
- Managed incident/problem operations for GE with focus on uptime, redesign recommendations, and permanent fixes.
Network Engineer
United Telecom Ltd
07.2008 - 03.2010
- Implemented network infrastructure for Karnataka State WAN (KSWAN), covering government HQs and 1,700+ offices.
Network Engineer
United Telecom Ltd
07.2008 - 03.2010
- Implemented network infrastructure for Karnataka State WAN (KSWAN), covering government HQs and 1,700+ offices.
Education
BE - Electronics & Communication
RL Jalappa Institute of Technology
01-2008
Pre-University - undefined
Vishwamanava PU College
Mandya01-2004
SSLC - undefined
St. Anne’s Higher Primary School
Maddur01-2002
Skills
IT Service Delivery & Operations
Network & Cloud Infrastructure (Azure, Multi-Cloud)
Digital IT Support & End-User Experience
Command Center & Monitoring Operations
ITIL / ServiceNow Governance
KPI/SLA Management & Reporting
Performance Excellence & Continuous Improvement
Stakeholder & Executive Communication
Process Optimization & Automation
Budgeting, Forecasting & Vendor Governance
Incident, Problem & Change Management
Global Team Leadership & Talent Development
Cisco R&S Juniper R&S
Zero trust ( Zscaler product – ZIA, ZPA, ZDX)
Azure Cloud Server Management
SolarWinds (NPM, NCM, NetFlow, EOC, UDT)
Thousand Eyes
Power BI, Advanced Excel
Google Cloud Digital Leader (2024)
Certification
Pursuing Executive Program in AI Leadership – IIM Vishakhapatnam (2026 Batch)
Timeline
Associate Director – Ops / SRE
GlaxoSmithKline Pharmaceuticals Ltd
01.2021 - Current
Technology Manager
Wells Fargo India Solutions Pvt Ltd
10.2017 - 01.2021
Deputy Manager
Vodafone Global Services Pvt Ltd
01.2015 - 10.2017
Senior Associate – IT Infrastructure
Alcon – A Novartis Division
01.2012 - 11.2014
Network Administrator
Microland Ltd
03.2010 - 12.2011
Network Engineer
United Telecom Ltd
07.2008 - 03.2010
Network Engineer
United Telecom Ltd
07.2008 - 03.2010
Pre-University - undefined
Vishwamanava PU College
SSLC - undefined
St. Anne’s Higher Primary School
BE - Electronics & Communication
RL Jalappa Institute of Technology