Shiv Patil
Bengaluru
Summary
Results-driven IT Infra Operations and Service Delivery Manager with 18 years of experience in Infrastructure Management and IT Operations. Led cross-functional teams to deliver impactful business solutions and implement ITIL frameworks. Managed Cloud and on-premises infrastructures while optimizing service delivery processes. Infrastructure Project Manager skilled in planning and executing infrastructure improvements to enhance efficiency and customer satisfaction.
Overview
20
20
years of professional experience
Work History
Service Delivery Manager
Computacenter india pvt ltd
Bengaluru
11.2022 - 06.2026
- Facilitated agile daily standup meetings, sprint planning, and retrospectives to boost team productivity.
- Managed migration of 247 dashboards and data models, achieving GBP 1.3 million in savings.
- Led a team of over 30 members to ensure seamless project delivery and operational support.
- Directed governance reviews, reporting performance metrics and project status to senior management for informed decision-making.
- Earned team award for exceptional service delivery to customers in Q4 2025.
- Coordinated cross-functional teams to maintain alignment and effective communication throughout projects.
- Implemented best practices for project management methodologies and tools to enhance efficiency.
- Acted as liaison between business users and technical teams to resolve complex implementation issues.
Infrastructure Project Manager
Mindtree Ltd.
Redmond
05.2019 - 01.2022
- Spearheaded IT operations, managing infrastructure and application service delivery for global clients, ensuring alignment with business objectives.
- Directed cross-functional teams and offshore resources, ensuring consistent delivery of high-quality solutions.
- Led an 80-plus member team ensuring 24/7 operational support and seamless project delivery.
- Enhanced operational efficiency by automating processes and standardizing workflows, leading to significant cost savings.
- Led continuous improvement initiatives, reducing incident resolution time through optimized processes.
- Oversaw financial governance, optimizing resource utilization to maintain profitability margins across projects.
- Forecast and plan people's requirements based on project demands, growth projections, and proposals submitted.
- Strengthened client relationships by conducting quarterly business reviews and delivering value-added services.
Infra Operation Manager
Mindtree Ltd.
04.2016 - 03.2019
- Delivered seamless Office 365 migration support for MS-IDC customers, achieving 100% SLA compliance and improving customer satisfaction scores in a 24/7 environment.
- Accelerated go-live readiness by leading transition activities, resulting in zero downtime during migrations.
- Secured new business opportunities through RFP preparation and POC participation, leading to increased customer adoption of Microsoft Exchange Online.
- Built and scaled a 25-member cross-location team, reducing project ramp-up time through efficient hiring, training, and infrastructure setup.
- Arranged training on Exchange & Lotus Notes for Office 365 migrations, enhancing team capability and streamlining onboarding process.
- Developed in-house expertise by identifying SMEs and implementing structured training programs, reducing reliance on external resources.
- Improved governance through regular PMR participation, driving continuous improvement and reducing incident recurrence by 10%.
NOC Manager
Mindtree Ltd.
10.2013 - 10.2016
- Led the Network Operations Centre team of 50 plus members to ensure uninterrupted availability, performance, and security of enterprise networks and IT infrastructure.
- Delivered 24/7 operational support across global networks, achieving 99.95% uptime and consistently exceeding SLA commitments.
- Oversaw incident management and proactive monitoring while developing team skills in a high-demand environment.
- Reduced incident resolution time through streamlined escalation processes and proactive monitoring tools.
- Improved network performance by implementing capacity planning and optimization strategies, resulting in faster response times.
- Led and mentored a team of 50 plus NOC engineers and analysts, increasing productivity and reducing turnover.
- Enhanced governance by introducing ITIL-based frameworks for incident, change, and problem management, improving compliance and audit readiness.
- Implemented continuous improvement initiatives to reduce recurring incidents and enhance overall service delivery quality.
- Strengthened customer confidence by delivering clear reports to stakeholders and ensuring transparent communication with SDMs and SMEs.
Technical Solutions Consultant
hewlett packard global soft pvt ltd
Bengaluru
09.2012 - 09.2013
- Delivered comprehensive proactive and reactive support solutions for mission-critical businesses, ensuring high availability and performance of converged infrastructure.
- Specialized in Microsoft technologies, clustering, performance tuning, and enterprise application support for enhanced system reliability.
- Ensured zero downtime for mission-critical customers by delivering proactive and reactive services through ITIL-based processes.
- Improved system availability by implementing Microsoft Server Clustering and Network Load Balancing, reducing outage risks drastically.
- Resolved complex SQL Server issues (2000/2005/2008R2/2012), including troubleshooting, patching, and performance tuning, leading to improvement in database efficiency.
- Delivered high availability support for Microsoft SharePoint, ensuring 99.9% uptime and optimized collaboration for enterprise customers.
- Enhanced performance through Windows debugging and server tuning, achieving faster response times across customer environments.
- Strengthened customer confidence through integrated proactive services, effectively reducing incident recurrence.
- Supported global customers across industries, meeting and exceeding SLA expectations in mission-critical environments.
Technical lead - database administrator
Mindtree Ltd.
Bengaluru
01.2011 - 08.2012
- Maintained 24/7 production support for databases and applications, ensuring 99.9% uptime across critical systems.
- Optimized database performance through patching, tuning, and preventive maintenance, significantly enhancing query response times.
- Reduced incident resolution time by implementing proactive monitoring, conducting root cause analysis, and streamlining troubleshooting.
- Implemented Change Management processes to ensure smooth deployment of updates, achieving zero unplanned outages.
database administrator
tata consultancy services.
Bengaluru
06.2010 - 01.2011
- Delivered 24/7 production support for SQL Server databases, achieving 99.9% uptime across mission-critical applications.
- Implemented and administered clustering, log shipping, replication, and database mirroring, enhancing disaster recovery readiness.
- Executed backup and restore strategies (daily, weekly, monthly, quarterly), ensuring zero data loss during crashes or emergencies.
- Led Datacenter Migration projects, completing SQL Server migrations within stipulated timelines and with zero downtime.
- Developed DTS and SSIS packages to automate data import/export, significantly minimizing manual effort.
- Created SSRS reports for daily client updates, increasing transparency and supporting timely decision-making.
database administrator
microland limited.
Bengaluru
04.2006 - 06.2010
- Delivered 24/7 maintenance and support for 400+ SQL Servers, achieving 99.9% uptime across enterprise applications.
- Managed end-to-end database operations across 400+ SQL Servers, providing L1/L2/L3 support and ensuring uninterrupted availability for mission-critical systems.
- Implemented proactive monitoring for performance, replication, and blocking issues, resulting in 15% faster query response times.
- Optimized capacity planning for data and log files, preventing outages and ensuring scalability for growing workloads.
- Oversaw team activities and customer coordination, enhancing operational excellence in a global delivery model.
- Led cross-functional teams in technical support management and task planning, ensuring SLA compliance and elevating customer satisfaction.
- Coordinated with onsite SMEs, SDMs, and offshore teams, improving communication efficiency and reducing issue resolution times.
Education
Master of Technology (M.Tech) - Computer Science
University of Mysore
Mysore, KarnatakaMaster of Computer Application (MCA) -
KLE'S Engineering College
Belagavi, KarnatakaBachelor of Business Administration (BBA) -
KLE Society's Lingaraj College
Belagavi, KarnatakaSkills
- Project management
- IT operations management
- Infrastructure management
- ITIL framework expertise
- ITSM proficiency
- SLA oversight
- KPI management
- Risk mitigation
- Compliance management
- Cross-functional team leadership
- Mentorship and coaching
- Client relationship management
Personal Information
- Date of Birth: 09/18/78
- Nationality: Indian
- Marital Status: Married
Languages
- English
- Hindi
- Marathi
- Kannada
Passport Info
Valid, H1B, Expired
Timeline
Service Delivery Manager
Computacenter india pvt ltd
11.2022 - 06.2026
Infrastructure Project Manager
Mindtree Ltd.
05.2019 - 01.2022
Infra Operation Manager
Mindtree Ltd.
04.2016 - 03.2019
NOC Manager
Mindtree Ltd.
10.2013 - 10.2016
Technical Solutions Consultant
hewlett packard global soft pvt ltd
09.2012 - 09.2013
Technical lead - database administrator
Mindtree Ltd.
01.2011 - 08.2012
database administrator
tata consultancy services.
06.2010 - 01.2011
database administrator
microland limited.
04.2006 - 06.2010
Master of Technology (M.Tech) - Computer Science
University of Mysore
Master of Computer Application (MCA) -
KLE'S Engineering College
Bachelor of Business Administration (BBA) -
KLE Society's Lingaraj College