Syam Kumar Virothi
IT Infrastructure Service Delivery Manager
Hyderabad,TG
Summary
Accomplished project management professional with over a decade of experience at leading firms such as TCS, Unisys, and IBM India, specializing in IT infrastructure management and Agile methodologies. Expertise in ITIL frameworks, Windows Server, VMware, and multi-cloud environments (AWS, Azure) has consistently driven successful project transitions and effective stakeholder management. Recognized for fostering collaborative environments that enhance employee satisfaction through targeted training and mentorship while adeptly navigating changing demands to exceed organizational objectives. Results-driven leader focused on operational efficiency and strategic planning, dedicated to optimizing processes and achieving measurable outcomes across diverse teams.
Overview
2
2
Languages
3
3
Certifications
10
10
years of professional experience
Work History
Service Delivery Manager
Tata Consultancy Services (TCS)
09.2022 - Current
- Leadership and Team Management
- Directed large, cross-functional teams across TCS in delivering enterprise IT infrastructure solutions using Agile methodologies.
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
- Set performance expectations for the team, monitor progress towards goals, and provide constructive feedback as needed.
- Led a 25-member support team delivering infrastructure services across a hybrid cloud environment.
- Mentored support and operations staff to enhance incident resolution efficiency and technical proficiency, fostering a culture of accountability and growth.
- Project and Service Delivery
- Managed full-cycle project transition from a third-party vendor, achieving zero-downtime migration.
- Established collaboration channels across IT, support, and engineering teams to drive seamless service delivery, and continuous improvement.
- Operations and Technical Expertise
- Oversaw daily operations, incident response, change implementation, and root cause analysis.
- Acted as the escalation point for complex infrastructure issues involving Windows Server, VMware, and cloud platforms (AWS/Azure), resolving blockers, and ensuring SLA adherence.
- Designed playbooks and SOPs to standardize technical troubleshooting across operations teams.
- Automation and Process Optimization.
- Led process automation initiatives using scripting and cloud-native tools, reducing operational overhead, and improving response time.
- Drove Agile-based process improvements, reducing ticket resolution times by 20%.
- Built dashboards for SLA/KPI monitoring, enhancing transparency, and performance tracking.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Senior Analyst & Team Lead (Windows/VMware Infrastructure)
Unisys
04.2019 - 08.2022
- Functioned as a Level 2 System Engineer managing BAU activities for over 2000+ Windows and virtualized systems.
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Supervised a team of up to 35 employees providing daily direction to service both internal and external customers.
- Led infrastructure operations including patch management, VM provisioning, and performance tuning.
- Introduced process documentation templates that reduced onboarding time by 30%.
- Conducted RCA and change management meetings; maintained operational compliance with ITIL standards.
- Mentored junior staff and implemented shift handover SOPs to improve team efficiency.
Systems Analyst (Windows Support)
IBM India
02.2016 - 03.2019
- Performed user account administration, backup monitoring, and system health checks.
- Assisted in the deployment of virtual machines and server configuration.
- Created incident reports and resolved technical issues within SLA windows.
- Created detailed documentation for both internal reference and client-facing presentations, improving communication between stakeholders.
- Identified and resolved system bottlenecks, leading to more efficient operational workflow.
- Improved user satisfaction with system upgrades and regular maintenance tasks.
- Collaborated with cross-functional teams to develop innovative solutions for business challenges.
Education
Master of Science - Electronics & Communication Engineering
BVC Engineering College
Andhrapradesh 04.2001 - 01.2014
Skills
Project management expertise
ITIL and Agile methodologies knowledge
IT infrastructure management
Cloud platform proficiency (AWS, Azure)
Team leadership for large groups
Collaborative teamwork
Project organization
Certification
AWS Certified Sysops Administrator – Associate
Disclaimer
I hereby declare that the above-mentioned information is true and correct to the best of my knowledge and belief. Place: Hyderabad
Timeline
Service Delivery Manager
Tata Consultancy Services (TCS)
09.2022 - Current
Senior Analyst & Team Lead (Windows/VMware Infrastructure)
Unisys
04.2019 - 08.2022
Systems Analyst (Windows Support)
IBM India
02.2016 - 03.2019
Master of Science - Electronics & Communication Engineering
BVC Engineering College
04.2001 - 01.2014