Santhosh K

* Own end-to-end professional services and delivery governance for enterprise customers implementing Palo Alto Cortex XDR, XSOAR, and XSIAM.
* Provide delivery oversight for ~75 concurrent customer projects annually, ensuring predictable execution across parallel engagements.
* Act as the primary escalation and risk owner for complex customer issues, leading root-cause analysis and coordinating product, engineering, and support teams.
* Lead and manage a 15-member cyber security professional services team, driving resource planning, utilization, performance management, and capability building.
* Drive customer onboarding, deployment governance, stabilization, and structured knowledge transfer (KT) to ensure successful adoption of endpoint security platforms.
* Partner with account, finance, and sales teams to resolve delivery, scope, and billing escalations while preserving customer trust and long-term relationships.
* Conduct regular account health and delivery reviews, tracking SLA adherence, delivery risks, and service maturity indicators.
* Improve operational efficiency by standardizing delivery processes, escalation models, and engagement frameworks across customers.
* Serve as a trusted advisor to customer and internal stakeholders on security delivery readiness, operational risk mitigation, and adoption challenges.

* Served as the primary technical and escalation contact for ~20–30 enterprise SaaS accounts, owning P0/P1 incident management and service continuity.
* Led cross-functional collaboration between Cloud Operations, Engineering, Technical Support, and external service providers to drive timely issue resolution.
* Managed multi-customer service delivery programs, ensuring SLA and SOW compliance across cloud and infrastructure services.
* Conducted regular service and account reviews using operational metrics to identify risks, trends, and optimization opportunities.
* Provided architecture-level guidance across AWS, Azure, VMware, and on-prem datacenter environments.
* Applied ITIL and Agile practices to drive structured incident, change, and problem management.

• Worked as Storage and ISS-VMware Specialist/Team Lead
• Prepare Service Activity Reports which is a proactive deliverable for high level of contracts and huge customer base.
• Deliver Critical Advisory reports, custom made specific to environments, considering all the Compute,SAN, Storage devices interoperability.
• Manage Service Level Agreement (SLA) for critical accounts and analyze monthly reports.
• Handle technical and process training requirements of the team to provide optimal solutions.
• Deal with customers as a SPOC for accounts with Advanced contracts and direct SDM requirements.
• Handle escalations and engage clients during outages and provide service reports.
• Work with different teams and key stakeholders to make sure requirement of the customer is satisfied.
• Handle technical incidents for critical accounts and mainly involve during outages,
  firmware updates and OS installations.
• Train new hires on process requirements and assist with technical queries
• Provide detailed analysis reports for the incidents logged and share corrective action plans.
• Worked on HPE 3PAR, MSA, NIMBLE, StoreOnce, Blade, Simplivity

• Delivered Tier 1 and Tier 2 support for problem identification, diagnosis and issue resolution for VMware and Windows OS servers.
• Proficient experience in designing, deploying, and managing VMware vSphere infrastructure, including ESXi hosts, vCenter Server, and virtual networks.
• Good ability to handle tasks such as VM provisioning, resource allocation, and performance optimization.
• Proficiency in working with VMware virtualization technologies, such as vMotion, DRS (Distributed Resource Scheduler), and HA (High Availability).
• Expertise in troubleshooting issues related to VM performance, network connectivity, and storage latency.
• Good experience in implementing backup and disaster recovery strategies using VMware technologies like vSphere Data Protection or third-party solutions.
• Proficiency in applying security patches and updates to VMware infrastructure components, ensuring a secure and up-to-date environment.
• Scripting skills in using PowerCLI (PowerShell for VMware) to automate routine tasks and configuration management.

• Completed software updates and assessed security patches for optimized computer use.
• Providing Application support on various AJG applications.
• Having control over the Application VM's and continuously monitor the application servers from the K2 tool(similar to SCOM).
• Troubleshoot the issues of the customer on the applications and fetch the daily report of the applications and analyze it for any discrepancies.
• Start and stop the windows server services configured on the sharepoint servers. Also Run the scripts on the severs to generate the reports.
• Configure the user IDs and users permissions on the IDM tool and mange Account Lockout issues.
• Perform On CALL process and get in touch with onsite L3 experts get the immediate resolution for Critical issues.

• Delivered pre and post sales technical support for Windows server and desktop virtualization.
• Understanding the needs and issues of HP Commercial and Consumer clients and helping them to resolve the issues technically
• Trouble-shooting the entire range of Windows Operating system and Expertise in HP workstations, Notebooks, Desktops and Android Tablets.
• Providing on call support/ chat/mail support on HP Products and expertise in taking remote access of the Hp products like Notebooks and Desktops and remotely solving the technical issues using the Log-Me-In software.
• Knowledge in System Boards, Hard Disks, Network cards, Graphic Cards and other computer peripherals.
• Installation, maintenance & fine-tuning and software support for Windows XP, Windows 2008 and Windows 7.