Sudeep Kumar Divakaran
Bengaluru
Summary
ITIL-certified IT Service Delivery and Operations Leader with 20+ years of experience driving IT infrastructure, service desk, and NOC operations for global enterprises. Expertise in building IT functions from ground up, improving SLA compliance, reducing incident resolution times, and leading high-performing teams. Skilled in ITIL/ISO frameworks, stakeholder management, and process automation with a proven record of delivering operational excellence and cost savings. Positioned for Associate Director / Director-level roles with strong executive reporting and strategy experience.
Overview
21
21
years of professional experience
2
2
Certifications
Work History
Senior Manager – ESOC
Pegasystems Inc.
01.2021 - Current
- Lead global Enterprise Service Operations Centre (ESOC), a 24/7 operations team responsible for monitoring and supporting Pega Applications and Infrastructure, vulnerability remediation and Infrastructure projects.
- Manage and mentor a team of highly skilled engineers, driving performance management, career progression, and leadership readiness.
- Drive strategic planning for operational activities and projects, setting roadmaps and priorities for upcoming years in alignment with business needs.
- Present KPIs, SLA adherence, and service performance metrics to senior leadership, influencing decisions on resourcing, automation, and service improvements.
- Lead Problem Management and Change Management calls, ensuring root cause analysis, governance, and minimal business disruption.
- Partner with cross-functional leaders to transition critical infrastructure activities to ESOC, expanding capabilities while maintaining operational excellence.
- Spearhead continuous service improvement and automation initiatives, delivering measurable efficiency gains and reducing manual workloads by 30%.
- Act as a trusted advisor to leadership, providing insights on IT operations trends, risks, and improvement opportunities.
IT Support Manager II
HERE Technologies
01.2017 - 01.2021
- Established first Network Operations Centre (NOC) in Bangalore; ensured 99% SLA compliance.
- Led 25-member team managing operations & infrastructure support.
- Managed RFPs, vendor agreements, and outsourcing lifecycle, delivering measurable cost savings.
- Coordinated IT setup for 200+ seat and 80+ seat offices, completed on-time and within budget.
- Designed training frameworks, boosting technical proficiency across team.
IT Project Manager
HERE Technologies
01.2015 - 01.2017
- Transitioned Change & Problem Management processes from US & Europe to India.
- Hired and mentored teams for 24x7 operations across global time zones.
- Consistently met SLA targets for incidents and service requests.
- Supported ISO 9001 & 27001 certification readiness.
- Member of Change Advisory Board (CAB).
IT Project Lead
HERE (a Nokia business)
01.2013 - 01.2015
- Established centralized IT Support structure in 8 months (target 18 months).
- Developed SOPs, knowledge base, and process documentation.
- Led hiring, training, and transition activities during business spin-off.
Senior Technical Specialist → IT Analyst
McKinsey & Company
01.2006 - 01.2013
- Insourced Tier-3 Application Support, cutting MTTR and improving SLAs.
- Product Owner for enterprise apps; managed bug fixes & enhancements.
- Reviewed and approved Change Management Plans as CAB member.
- Earlier roles included L2/L3 application support, solution development, and migration projects.
Technical Support Officer
Convergys India Services Ltd.
01.2005 - 01.2006
Assistant Programmer
Shoghi Communications Ltd.
01.2005
Education
Master of Computer Applications (MCA) -
Bundelkhand University
JhansiBachelor of Computer Applications (BCA) - undefined
Makhanlal Chaturvedi National University
BhopalSkills
Leadership & People: Team management, coaching & mentoring, conflict resolution, performance management
Service Delivery: Incident, Problem, Change Management, SLA/KPI governance, ITIL framework
Certification
ISO 27001 Lead Auditor – Information Security Management System
Interests
Hobbies: Reading, Travelling
Additional Information
References available upon request
Timeline
Senior Manager – ESOC
Pegasystems Inc.
01.2021 - Current
IT Support Manager II
HERE Technologies
01.2017 - 01.2021
IT Project Manager
HERE Technologies
01.2015 - 01.2017
IT Project Lead
HERE (a Nokia business)
01.2013 - 01.2015
Senior Technical Specialist → IT Analyst
McKinsey & Company
01.2006 - 01.2013
Technical Support Officer
Convergys India Services Ltd.
01.2005 - 01.2006
Assistant Programmer
Shoghi Communications Ltd.
01.2005
Bachelor of Computer Applications (BCA) - undefined
Makhanlal Chaturvedi National University
Master of Computer Applications (MCA) -
Bundelkhand University