Shiva Krishna Lakkaraju
Hyderabad
Summary
Results-oriented IT infrastructure service delivery leader with expertise in vendor management and business transformation. Experienced in managing diverse technology platforms and leading cross-functional teams. Skilled in strategic planning and operational management, driving organizational growth through effective collaboration.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Deputy General Manager (off shore and Near shore Service Delivery Manager)
HCL Technologies
Noida
03.2025 - 02.2026
- Managed team of 90+ members including 4 managers for Service desk (based out of Philippines and India).
- Led team of 80 members across Manila and India, including 2 managers, to improve service delivery efficiency.
- Directed a global support desk of engineers, exceeding benchmarks for SLA, CSAT, and FCR.
- Standardized workflows for critical incidents, achieving 100% SLA compliance.
- Managed endpoint environments for 5,000+ global users across laptops, desktops, and VDI systems, ensuring compliance and performance.
- Led automation of end-user support tasks and implemented self-service workflows, improving first-touch resolution rates.
- Deployed AI-driven root cause analysis tools, cutting contact volume by 12%.
- Led OS image modernization project for global support operations, cutting deployment time by 40%.
Regional IT Support Manager
Amazon Development Centre India Pvt. Ltd.
Hyderabad
01.2020 - 01.2025
- Act as proven and established Service desk leader to lead 35+ team to support Amazon end users with technical issues.
- Experience executing IT Service Management or ITIL.
- Demonstrated experience in managing service desk or IT support teams.
- Strong track record in improving service desk operations and customer satisfaction metrics.
- Proficiency in IT Service Management (ITSM) tools and platforms.
- Expertise in implementing and adhering to ITIL best practices within a service desk environment.
- Ability to develop and analyze performance reports and implement strategies for service optimization.
- Managing support functions in one of the most demanding departments within Amazon.
- Building the skills necessary to deliver the full portfolio of IT services.
- Running technical communication essential for interaction with senior management on status, risks & emergent issues.
- Conceptualized the scope of work packages with defined service level agreements to enable sustained operations with internal and external services.
- Managed multiple customer-facing teams, facilitating technical deep-dives to enhance service delivery.
- Maintaining high discipline and norm adherence, coordinating with superiors for cross trainees and innovative suggestions to improve customer service delivery & operational efficiency.
- Interfacing with the engineering and other operations teams to incorporate customer feedback and addressing key support and usability concerns for customers throughout the region.
- Establishing service level agreements with business units & stakeholders; evaluating risk, cost, resource requirements & schedules associated with projects and submitting the effective delivery opinion.
- Managing the entire gamut of operations including analyzing the issues and providing appropriate solutions as per SLA.
- Participated in CAB meetings, spearheaded change and problem management activities, and sent weekly and monthly reports to higher management about team performance and daily activities, while providing technical support for troubleshooting complex issues.
- Supporting and monitoring the existing infrastructure, supervising preventative maintenance and backup as well as performing other regular support activities to ensure effectiveness.
- Hiring and developing team talent aligning with business requirements and organizational needs.
- Successfully trained 15+ batches of new teams at Amazon as a technical and process trainer.
- Built and recruited team for Cebu and Manila, Philippines. People manager for Philippines site in the year 2020-21.
- Managed the implementation of Exchange Server 2003/2007/2010 and Office 365 in various network infrastructures.
- Handled complex projects for GACD and telecom inline with DoT and TRAI.
- Streamlined processes for New Hire Orientation and Laptop Issuance, improving onboarding efficiency.
- Led E Waste process across CS India sites, replacing 10k systems and negotiating vendor buy-back, yielding savings of USD 25K.
- Led a team of 6 members and imparted trainings on the areas such as Influencing people with leadership principles, Precision Questioning and answering; engaged in creating shift roster and managing 24/7 shift environment.
Technical Program Manager
Amazon Development Centre India Pvt. Ltd.
Hyderabad
06.2017 - 01.2020
- Led the IT and AV Infrastructure program for Largest Amazon Campus (Hyderabad) outside of Seattle which supports 12,000 seating capacity for Amazonians.
- Delivered the program from budgeting to execution, managing requirements gathering, planning, architecture and design, procurement, and engineering.
- Designed and executed all hands space to accommodate 200 to 1200 Amazonians in Hyderabad Campus cafeteria, delivering over 10 corporate office spaces for Amazon in India.
- Leading CIB (Corporate Infrastructure Buildouts) Delivery for India Corporate office spaces - MDF/IDF/MIB/WIB, circuits and procurement strategy for India sites.
- Led Tier2 intake program for APAC/India region, implementing special programs including new initiatives, LABs, and custom solutions for Amazon business teams.
IT Support Engineer II
Amazon Development Centre India Pvt. Ltd.
Hyderabad
01.2013 - 06.2017
- Joined as Tier II service desk engineer assisting Global Amazon employees with server related issues.
- Increased server availability by 40% through effective troubleshooting and problem resolution.
- Managed Active Directory, ensuring seamless authentication for users.
- Managed India Global Service Desk, scaling team from 4 to 10 engineers within a year.
- Established remote services team in India for APAC region, providing training and support.
- Travelled and Trained Tier II engineers for pilot batch of helpdesk at Amazon Scotland.
- Implemented cost-effective hardware upgrades that improved system performance by 30%.
- Hands on experience in Azure Development, worked on Azure web application, app services, Azure storage, Azure SQL Database, Virtual machines, Fabric controller, Azure AD, Azure search and notification hub.
- Performed installation and configuration of Exchange Server for new customers.
- Experience creating and managing Exchange mailbox objects, mail-enabled objects, distribution groups, and public folders.
Escalation Lead
Movate (Ex-CSS corp pvt limited)
Hyderabad
05.2009 - 01.2013
- Coordinated 24/7 support operations across multiple time zones, ensuring continuous availability of critical systems for global users.
- Successfully handled escalations and implemented solutions to improve workflow and customer experience.
- Managed a team of 10 service desk agents and developed a customer service framework to ensure customer satisfaction.
- Developed service desk training program to improve customer service skills.
- Implemented ITIL processes and best practices to ensure quality service.
- Monitored service desk performance, providing actionable feedback to enhance efficiency.
- Produced monthly reports tracking service desk performance and customer satisfaction.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Led the development of new service desk procedures and policies to ensure compliance.
- Acted as the primary point of contact for Google, addressing client needs and inquiries.
Technical Support Engineer
Movate (Ex-CSS corp pvt limited)
Chennai
05.2007 - 04.2009
- Provided technical support for Netgear users over phone, assisting with router, switch, and layer II switch configurations to enhance user experience.
- Recognized as subject matter expert, delivering extended technical support for end users to resolve complex issues.
- Resolved technical issues for clients using advanced troubleshooting techniques.
- Provided software support through detailed product knowledge and customer communication.
- Documented support interactions in ticketing systems for future reference and learning.
Education
Electrical and Electronics engineering degree -
Vel Tech Engineering College
Chennai11-2006
Skills
- Program Management
- Project Management
- Service Delivery Optimization
- Global Deployment
- ITIL strategies
- Incident Management
- Change Management
- Problem Management
- Risk management
- Compliance
- IT governance
- Vendor Management
- Performance monitoring
- Network monitoring
- Infrastructure support
- Infrastructure services
- Budgeting
- Costing
- IT Service desk
- SCCM
- Intune
- PowerShell
- Citrix
- Amazon Workspaces
- Microsoft 365
- ServiceNow
- Zoom
- Slack
- Active Directory
- GPOs
- WSUS
- McAfee ePO
- TeamViewer
- CRM Solutions
- Management
- Team Development
Certification
- RED HAT CERTIFIED SYSTEM ADMINISTRATOR, 170-139-265
- ITIL Foundation Examination, 9980023200772590
- Microsoft Certified Professional - Windows 2008
- Certified Scrum Master, https://bcert.me/sexfyaafa
- Project Management Professional (PMP), 4135041
Personal Information
Date of Birth: 06/16/82
Languages
- Telugu
- Tamil
- Hindi
- English
- Telugu
- Tamil
- Hindi
Timeline
Deputy General Manager (off shore and Near shore Service Delivery Manager)
HCL Technologies
03.2025 - 02.2026
Regional IT Support Manager
Amazon Development Centre India Pvt. Ltd.
01.2020 - 01.2025
Technical Program Manager
Amazon Development Centre India Pvt. Ltd.
06.2017 - 01.2020
IT Support Engineer II
Amazon Development Centre India Pvt. Ltd.
01.2013 - 06.2017
Escalation Lead
Movate (Ex-CSS corp pvt limited)
05.2009 - 01.2013
Technical Support Engineer
Movate (Ex-CSS corp pvt limited)
05.2007 - 04.2009
Electrical and Electronics engineering degree -
Vel Tech Engineering College