Shreyas S Karkera
Infrastructure Supervisor
Bengaluru,KA
Summary
Experienced customer-focused service delivery leader with 15+ years managing premium enterprise accounts and 24x7 support teams in network operations, security, and AWS cloud platforms. Skilled in owning SLAs, driving strategic Service Improvement Plans, and translating incident data into tangible business value for banks, telecoms, and Fortune 500 manufacturers. Proven track record of establishing trusted client partnerships, facilitating product adoption, and achieving a 60% reduction in Mean Time to Resolution (MTTR) through streamlined processes and automation.
Overview
15
15
years of professional experience
4
4
Certifications
Work History
Global Infrastructure & Delivery Manager
Koch Business Solutions
08.2021 - Current
- Managed global support and premium-account partnerships for Koch subsidiaries Molex, Georgia-Pacific, and Invista.
- Published quarterly, data-driven Service Improvement Plans (ServiceNow dashboards, capacity trends), cutting repeat P1 incidents 30 % and lifting Molex's service-desk CSAT by 12 pts.
- Presented monthly KPI decks to technology leaders at Molex, Georgia-Pacific, and Invista, driving roadmap items such as LAN and WAN as a product
- Ran the 24×7 major-incident bridge for HTTP/TLS, DNS, Network and security outages averaged 38 P1s/yr with mean restoration 36 min, down from 92 min the prior year.
- Rolled out ServiceNow knowledge articles and diagnostic scripts to help frontline teams solve issues faster reducing Tier-2 escalations by 42% and freed up 4 engineers for proactive support work.
- Negotiated ISP and Linux Red hat contracts saving $ 2 Mn while adding real-time Log Delivery Service for faster RCA.
- Managed resources effectively to avoid unnecessary delivery delays.
Senior Team Leader - Operations & Customer Support
Ooredoo Qatar (Salaam Technologies)
03.2017 - 07.2021
- Led a 26-person, 24×7 NOC supporting high-value customers Doha Bank, Qatar Islamic Bank, and Bloomberg ME, plus 100+ government sites.
- Served as Major-Incident Manager: coordinated bridge calls, vendor resources, and business stakeholders; kept P1 MTTR under 45 min and delivered 90 %+ SLA adherence year-over-year.
- Managed a critical ATM-network outage-rerouted traffic, engaged fiber providers, and restored 70 % of branches within two hours; published the Post-Incident Report and corrective action plan inside 24 h.
- Drove monthly Service Review/QBRs with C-level client teams, translating KPI trends into capacity upgrades and rule adjustments that reduced repeat incidents 25 %.
Assistant Manager - Incident Management, Service Consultant until 2015
Vodafone Global Services
09.2013 - 02.2017
- Supported broadcast and OTT traffic for BBC Global Streaming and enterprise sites for Unilever, tuning WAF signatures to cut false positives 35 %.
- Reduced network incident resolution time by 40% by implementing proactive monitoring, and root cause analysis (RCA), minimizing disruptions to enterprise clients.
- Optimized service delivery workflows, cutting incident backlog by ~25% and enhancing operational efficiency.
- Managed high-priority client escalations at Vodafone's Global Support Center, supporting enterprise customers like HSBC and Tesco.
- Implemented ITIL-aligned root cause analysis (RCA) framework, reducing repeat incidents by 35% and strengthening incident resolution.
Service Consultant - Network operations centre
Cable & Wireless Worldwide
06.2012 - 08.2013
- Ensured 24/7 network availability for enterprise clients, handling high-priority escalations.
- Reduced network downtime by 18%, improving system availability and service reliability.
- Implemented process improvements, reducing ticket resolution time by ~30% and enhancing efficiency.
- Led cross-functional incident management calls, ensuring faster service restoration and minimizing business disruption.
Technical Support Engineer (Bank of America)
HTMT Global Solutions Pvt. Ltd.
04.2010 - 01.2012
- Provided IT support for financial operations, ensuring system stability and security.
- Resolved 95% of IT support issues within SLA, reducing downtime-related financial losses.
- Trained new support engineers, reducing onboarding time by 10% and improving service efficiency.
Education
B.E. - Computer Science & Engineering
NMAMIT Nitte
Karkala, KarnatakaSkills
Customer Success
Stakeholder Management
Service Improvement Plans
SLA/QBR Reporting
Data-Driven Insights
Escalation Management
Networking Switching and routing (HTTP/S, DNS, TLS, WAF)
ITIL Incident/Problem
ServiceNow
Account Retention & Growth
Presentation & Storytelling
Risk Mitigation
Platform Analytics
Certification
ITIL V3 Certified
Timeline
Global Infrastructure & Delivery Manager
Koch Business Solutions
08.2021 - Current
Senior Team Leader - Operations & Customer Support
Ooredoo Qatar (Salaam Technologies)
03.2017 - 07.2021
Assistant Manager - Incident Management, Service Consultant until 2015
Vodafone Global Services
09.2013 - 02.2017
Service Consultant - Network operations centre
Cable & Wireless Worldwide
06.2012 - 08.2013
Technical Support Engineer (Bank of America)
HTMT Global Solutions Pvt. Ltd.
04.2010 - 01.2012
B.E. - Computer Science & Engineering
NMAMIT Nitte