Sindhu Srinivasaiah
IT Infrastructure
Bangalore,KA
Summary
Strategic IT Infrastructure Leadership: Architected and managed global IT infrastructure spanning compute, storage, network, and virtualization platforms, ensuring high availability, performance, and scalability across multi-region operations. End-to-End Service Delivery & Transformation: Led large-scale IT programs, including infrastructure migrations, service transitions, and digital modernization initiatives, consistently achieving SLA compliance, operational efficiency, and measurable process improvements. Operational Excellence & Process Innovation: Implemented ITIL-aligned frameworks, process automation, and governance mechanisms, reducing operational overhead, improving service quality, and enabling proactive risk and compliance management. Stakeholder & Vendor Management: Forged strong relationships with enterprise clients, technical teams, and strategic vendors, aligning IT initiatives with business objectives, ensuring seamless program execution, and enhancing service reliability. Strategic Information Technology Manager skilled in guiding navigation of modern technology. Accustomed to driving efficiency and effectiveness by developing, delivering and supporting strategic plans. Demonstrated skill in translating technical requirements to business solutions. Successful 6 year record of building positive relationships with internal and external stakeholders.
Overview
6
6
years of professional experience
2
2
Certifications
Work History
IT Manager – Infrastructure Operations
Star Academies
06.2024 - 02.2025
- Infrastructure Management: Direct & manage global Compute, Storage, and Network infrastructure operations across UK ensuring business-critical systems run and SLA commitments are met.
- Team Leadership: Supervise IT teams, assign priorities, monitor performance, and foster a culture of accountability and collaboration.
- Strategic Alignment: Align IT initiatives with strategic business goals, manage budgets, and optimize resource allocation for maximum operational efficiency.
- Client Relationship Management: Lead monthly client governance meetings, resolve escalations, and implement robust root-cause corrective actions to prevent recurrence.
- UK Team of 30 Technical Leads, Analysts and Interns
IT Operations Engineer II – Server Platform & Applications Support Service Delivery
BDO Rise
05.2022 - 12.2022
- Responsible for delivering quality Technical Support to 5K+ employees in the North America Region by providing accurate technical assistance in the resolution of incidents via phone and ticketing systems.
- Application & Server Management: Managed end-to-end support for 103 critical client applications, 4,000 Windows & Linux servers, and 600 VMware ESXi hosts across diverse geographies.
- Service Delivery: Ensured all incidents and service requests were resolved with SLA, while managing escalations and key client interactions.
- Talent Management: Designed and executed team hiring, onboarding, training, and upskilling programs, enhancing technical competencies and productivity.
- Process Implementation: Implemented customer support processes that improved service quality and achieved targeted CSAT scores.
- Audit & Reporting: Conducted periodic audits, assessed metrics, and prepared detailed reports to identify areas for operational and process improvement.
- ITSM: Leveraged ServiceNow ITSM for efficient ticket management, workflow automation, and reporting.
- Skill Development: Conducted periodic skill assessments and implemented targeted training plans to close capability gaps and optimize team performance.
- Team of 12 Server & Application Specialists
Incident Manager
Microsoft
07.2020 - 05.2022
- Escalation Management: Worked as primary escalation point for Central Europe accounts, resolving operational and delivery issues promptly.
- Managed end-to-end Incident, Problem, and Change Management processes in alignment with ITIL best practices, ensuring consistent service quality and operational stability.
- Lead Release and Transition Management activities, coordinating development, QA, and operations teams to ensure seamless deployment and integration of new services and features.
- Stakeholder Management: Developed and maintained strategic relationships with stakeholders, customer architects, and account leadership, creating trust and credibility at multiple organizational levels.
- Oversee Configuration Management, maintaining data integrity within the CMDB by ensuring accurate relationships between configuration items (CIs), and supporting impact analysis for changes.
- Team of 15 Azure Logic Apps and BizTalk Server Integration
IT Consultant
Unisys Pvt Ltd.
11.2019 - 05.2020
- Resolved 90% of level 2 technical support tickets via call, chat, and email support at a 60% faster rate than the team average, resulting in the elimination of the need to escalate to level 3 support engineers.
- Configured user systems, accounts, passwords, rights, and responsibilities using Active Directory (ADST).
- Performed troubleshooting of Office 365 and network-related issues.
- Documented technical solutions provided in technical manuals used by Consultants in future calls and uploaded to Knowledge Base articles (KB).
- Root Cause Analysis: Conducted root cause analysis, defined preventive/corrective actions, and streamlined L2/L3 workflow to reduce operational bottlenecks.
- Virtualization: Administered VMware ESX/ESXi (4.x, 5.x/5.5, 6.0), vCenter Management, and vCenter Update Manager, including cluster creation, host addition, HA/DRS configuration, and snapshot/migration operations.
- Vendor Coordination: Coordinated with hardware and hypervisor vendors for issue resolution and implemented automation to reduce manual effort.
- Team of 15 Unisys Internal IT
Technical Support Engineer
DXC Technology
09.2018 - 10.2019
- Provided World-class Face-to-Face Technical Support at myITop center supporting the employees located at three subsidiary locations (HPE, HPI and DXC) at Bangalore facility (10 K+).
- Exchange Admin: Admin: Administration and provisioning of Exchange On-Prem and O365 accounts (mailboxes, Licensing, resource mailboxes).
- Hardware and Software Support: Delivered outstanding KPIs (First time Fix Rate 95% and Resolution time of 20 min or less).
- Training & Development: Facilitated workshops, training programs, and collaborated with engagement managers for new business opportunities.
- Responsible for asset management, ordering new PC parts, and managing loaner equipment.
Education
Master's - Information Systems and Business Analysis
Aston University
United Kingdom01-2024
Bachelor's - Computer Application
Singhania University
India01-2021
Diploma - Electrical and Electronics Engineering
MEI Polytechnic
India01-2018
Skills
IT Infrastructure Strategy & Execution
IT Governance & Risk Management
Service Delivery Leadership
Cloud & Virtualization Expertise
Program & Project Management
Automation & Process Optimization
Stakeholder & Client Relationship Management
Business Continuity & Disaster Recovery
Team Leadership & Talent Development
Budgeting & Resource Optimization
Vendor & Contract Management
Digital Transformation & Innovation Leadership
Operating Systems & Virtualization: Windows Server (2016, 2022) VMware ESXi / vCenter (6x, 7x, and 8x)
Cloud & Azure: Microsoft Azure Fundamental (AZ-900)
IT Service Management & Ticketing Tools: ITSM ServiceNow
ITIL & Process Management: ITIL v3 / ITIL4 Incident, Problem, Change, Major Incident Management Service Transition & Service Delivery Management SLA & OLA Management IT Governance & Compliance
Project & Documentation Tools: Microsoft Project Microsoft Visio SharePoint MS Office
Other Technical Skills: Virtual machine management, snapshots, hot & cold migrations Resource pool, alerts, alarms, and NTP configuration User permissions/roles management in vCenter Datacenter server transitions Automation of daily tasks to reduce manual effort
Certification
ITIL4 Foundation Certified
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
IT Manager – Infrastructure Operations
Star Academies
06.2024 - 02.2025
IT Operations Engineer II – Server Platform & Applications Support Service Delivery
BDO Rise
05.2022 - 12.2022
Incident Manager
Microsoft
07.2020 - 05.2022
IT Consultant
Unisys Pvt Ltd.
11.2019 - 05.2020
Technical Support Engineer
DXC Technology
09.2018 - 10.2019
Bachelor's - Computer Application
Singhania University
Diploma - Electrical and Electronics Engineering
MEI Polytechnic
Master's - Information Systems and Business Analysis
Aston University