Srivar Kulkarni
Service Delivery Manager
Bangalore,KA
Summary
Seasoned and result driven Service Delivery Manager Cloud Security consultant with 17 years of extensive experience of working as Network and System Administrator and IT Infrastructure and Penetration Testing Certified Ethical Hacker, CCNA and MCITP Trained ITIL V3 Foundation Certified Effective communicator and team leader Cloud Security, IT Security, Azure, AWS Process improvement, ISO 27001 Looking for challenging work environment in Managed Services, Operations Support and Management, Network and System Administration, where I can contribute and make a positive impact with my diverse experience (both technical and functional) of working in various mid and large size companies.
Overview
17
17
years of professional experience
2019
2019
years of post-secondary education
3
3
Certifications
1
1
Language
Work History
Service Delivery Manager
SoftwareOne
11.2022 - 11.2024
- Providing local management responsibility for technology services working in collaboration with the onsite team to provide a one team culture.
- Real time delivery of systems through collaboration with wider IT teams reporting on areas of concern to the technology services leadership team.
- Organising meetings and conference calls as necessary including at times of service disruption, required progression of deliveries, processes and local policy.
- Help manage technical resource availability and skill matrices and local availability across the technology services teams.
- Delivering a proactive and reactive management of service performance and data for technology services heads of functions.
- Working alongside the technology services management team to deliver projects and ensure stability and efficient services to the business.
- Working with Technology heads of function to analyse their needs and recommend new or adapt existing systems to meet their needs.
- Regularly and pro-actively identify risks, issues and ensure appropriate steps to mitigate risk are in place and issues are remediated on a timely basis.
- Driving root cause analysis within technology related issues and provide plans for remediation.
- Driving training monitoring and quality assessments to evaluate and challenge the current approach.
- Providing oversight on Incident Management: All P1, P2 and P3 incident tickets raised across IT Systems (OS) and Infrastructure (VMWare, Storage, Network etc.) across the group adhering to IT Service Level Agreement with the business functions.
- KPI reporting – Calls and tickets ensuring we understand our KPI support numbers monthly and report performance of the function and team against those KPIs.
Service Delivery Manager/Program Manager
Microland
05.2021 - 03.2022
- Managing 35 Plus member team with 24X7 coverage across US and Europe
- End to end Senior Service Delivery Manager (SDM) supported applications exclusively on MS Azure, O365, Migrations.
- Managing renewal of multi-year engagement
- Hands On with applications of tools and accelerators to drive productivity and cost optimisation
- Working in delivery leadership roles directly accountable for USD 10-15 M annual budget, Contribution Margin; Direct client and internal stakeholder management
- Setting up internal organisation and centre of excellences
- Strong people management, Change Management capabilities
Team Manager
Brillio Technologies
08.2019 - 11.2019
- Working Team Manager: (Team Management, Escalation Management and Stake holder communication)
- Security Operations, Vulnerability Management, Incident Response.
- Log Analysis, Patch Management and Penetration Testing.
- Cyber Security consultant – Capacity Utilization reviews, Network Optimization, Network Redundancy recommendations and implementations, Service Improvement Plans (SIP), MPLS, QAS, BGP, WAN, SDWAN
Project Delivery Manager
Sonata Software
08.2016 - 08.2019
- Company Overview: Sonata has been a partner with Microsoft since 1992. Sonata is a Gold Certified Partner for Volume Licensing, Software Asset Management, Devices & Deployment, Cloud Platform, Cloud Productivity and Data centre. Sonata's expertise spans across the entire Microsoft product including Active Directory, System Centre, Office 365, and Azure.
- As a Delivery Manager, worked for Sonata's Cloud Computing division using Microsoft Azure: Hybrid Cloud Monitoring Dashboard, Microsoft Dynamics CRM.
- Responsibility included Risk Analysis, Team Handling, Project Management, Customer Support Management, CRM, Advisory services, Stakeholder Communication
- Led the team of 21 resources to optimize below processes and manage and prioritize their work while providing status update to the management and stakeholders with timely escalations:
- Collection, combination, correlation, and visualization of multiple system logs into a single data store
- Automation of infrastructure provisioning on Azure Cloud
- Cyber Security measures using 3rd party tools
- Change tracking to identify configuration changes and pinpoint operational issues
- Configuration assessment of critical Microsoft workloads (e.g., AD, SQL, Exchange, SharePoint etc.)
- Monitoring and robust cross-platform support (including Linux) from a single console
Corporate and Freelance Trainer - Network Security and Cloud
Various Reputed Institutes
01.2015 - 07.2016
- Worked as IT Trainer for various colleges and institutes conducting training programs for Colleges and Corporates
- IT security covering all the 20 Modules of Certified Ethical Hacker (CEH).
- IT Infrastructure and Networking
- Microsoft Dynamics, Azure & office 365 MSD365 - (Finance and Operation)
- Organized and codes all relevant training materials which was well appreciated and utilized for certifications
- Received 95% success rates for certification from students attending the training
Senior Solutions Engineer
Sky-high Networks
06.2014 - 12.2014
- Company Overview: Sky-high Networks, acquired by MacAfee, is the world's leading Cloud Access Security Broker (CASB). Sky-high enables enterprises to safely adopt cloud services, while meeting their security, compliance and governance requirement.
- As a Sr Solution Engineer my role involved, technically supporting customers on AWS & Azure platforms
- Reporting vulnerabilities and loop holes in security infrastructure in large enterprises.
- Resolving Customer queries related to Big Data and Hadoop
- Handling team and escalations queue and SOC
Module Lead - Technical Support
Persistent Systems
06.2013 - 05.2014
- Worked as a Technical Support Module Lead for Security Services group of Persistent Systems which focuses on Vulnerability, Management, Security Assessments and Penetration Testing.
- The role involved supporting technologies like VMWare, SaaS, Hyper V, Cloud (Client Automation), Azure, AWS
- Responsibility included, taking ownership of cases, interacting directly with the customers, responding to service, technical case elevations
- Successfully resolve technical issues from incoming internal and external sources
- Articulate both in writing and verbally case summary and resolution
- Contribute to Knowledge Management System and develop KCsS capability in team
- Proactively assist customers to avoid or reduce problem occurrence
- Provide On-Site support when required
- Prepared and presented technical proposals for clients
- Led design presentations to product management
Technology Consultant
ANZ (Australia and New Zealand Bank)
06.2008 - 01.2013
- Company Overview: ANZ, is the fourth largest bank in Australia
- As a consultant worked in their Systems Engineering department performing following System and Network administration tasks.
- Troubleshooting network hardware issues for Routers, Switches, Desktops and Laptops
- Resolving network Bandwidth issues, using network tools DNS and DHCP, AD, ADFS
- Firewall Changes - both Checkpoint and Cisco Routers and Switches
- Restructuring of Active Directory as per the business units of the organization and migrating the user account to the respective OU's
- Perform routine system audits, service pack installations, and upgrades for Windows and Linux
- Install, configure and troubleshoot the software remotely (PC Anywhere, Remote Desktop, Net meeting & Dame Ware Mini Remote Control)
- Resolve storage & space related issues on servers
- Troubleshooting Windows (XP, 2003, 2000), Linux Desktop distribution (Ubuntu) and Desktop Operating Systems
- Installation, Deployment and Troubleshooting of Windows 98/NT/2000/XP, Linux on standalone computers.
- Remote Desktop support
- Installation Office 97, 2000, XP, 2003 suite
- Mentoring and training juniors on system administration and ITIL process
Technical Support Analyst
E4E Business Solutions
11.2007 - 05.2008
- Worked as Network Analyst for NVidia Corp
- Worked in a team consisting of 14 people on various Technical Support and Network Administrative tasks involving network configurations
- Designed, documented and executed maintenance procedures, including system upgrades, patch management and system backups.
Education
M. Tech -
MBA - Operations Management
04.2001 - 01.2013
Bachelor of Technology - Computer Science
Skills
IT Infrastructure, Active Directory, ADFS
IT and Cloud Security & Cyber Security
Microsoft Azure, Microsoft Dynamics CRM
Certifications: C, C, Linux and Testing Tools, Ethical Hacking, ITIL foundation
Penetration Testing
Computer Networking - CCNA Trained
System Administration
Working knowledge of F5, Load Balancers and Juniper products
IT Asset Management and Incident Management
VMware & VCentre Experience
Access & Identity Management and Change Management
Access Groups and Security Groups - Creating and maintaining Users & Groups and Implementing Group Policies
Network Administration and Network Security
Service level agreement management
Client relationship management
Incident management
Customer satisfaction
Project implementation
ITIL framework
Project planning
Risk mitigation
Customer engagement
Operations support
Quality monitoring
Workload management
Training and coaching
Mentoring and training
Resource allocation
Client relationships
Solutions development
Data analytics
Project creation
Service order flow
Incident investigation
Business analysis
Case documentation
Service desk oversight
Route planning
End point configurations
Schedule coordination
Technical acumen
Client needs assessments
Billing & invoicing
New client onboarding
Pain point resolution
Effective listening and communication
Process flow validations
Third-party contracts
Technology evaluations
Daily operations management
Continuous improvement
Team building
Time management abilities
Relationship building
Problem-solving
Staff management
Service coordination
Organizational skills
Critical thinking
Goal setting
Vendor management
Operational oversight
Supply chain performance management
Standards documentation
Customer service
Customer relationship management
Interpersonal communication
Interpersonal skills
Professionalism
Regulations compliance
Quality control
Inventory management
Certification
EC Council Certified in Ethical Hacking
Accomplishments
- I was chosen one among top performers to travel onsite (Hong Kong) for IT support transition and train extensively to the offshore team in India. Have been appreciated by higher management upon successful completion of training the team at a fast pace by putting in long hours along with the day-to-day activities
- I was awarded as the star employee for contributing knowledge base to the process at ANZ
- Awarded Star Performer for the year 2023/24 at SoftwareOne.
Additional Information
- Ambitious and passionate with strong teamwork abilities and excellent communication skills
- High availability to stress and working against tight deadlines
- Superior work ethics
- Willing to stretch for longer working hours in pursuit of company goals
- Good at R & D and self-learning abilities
- Hobbies: Reading inspirational books, learning new languages currently speak 7 languages, playing musical instruments like Piano and Guitar and Cricket
Timeline
Service Delivery Manager - SoftwareOne
11.2022 - 11.2024
Service Delivery Manager/Program Manager - Microland
05.2021 - 03.2022
Team Manager - Brillio Technologies
08.2019 - 11.2019
Project Delivery Manager - Sonata Software
08.2016 - 08.2019
Corporate and Freelance Trainer - Network Security and Cloud - Various Reputed Institutes
01.2015 - 07.2016
Senior Solutions Engineer - Sky-high Networks
06.2014 - 12.2014
Module Lead - Technical Support - Persistent Systems
06.2013 - 05.2014
Technology Consultant - ANZ (Australia and New Zealand Bank)
06.2008 - 01.2013
Technical Support Analyst - E4E Business Solutions
11.2007 - 05.2008
AMII - MBA, Operations Management
04.2001 - 01.2013
KSOU - M. Tech,
- Bachelor of Technology, Computer Science