Vineet Bhargava

• Directed end-to-end service delivery for 8+ enterprise managed service contracts at Fujitsu, ensuring 99%+ SLA attainment, full SOW and OLA compliance, and zero contractual penalties across the portfolio.
• Served as primary escalation point for critical customer incidents, coordinating cross-functional resolution teams and driving RCA documentation and corrective actions.
• Conducted monthly and quarterly business reviews (MBR/QBR) with key customer stakeholders, presenting service performance dashboards, trend analysis, and improvement roadmaps.
• Owned customer loyalty and satisfaction measurement — tracking CSAT, NPS, and SLA attainment as primary operational KPIs, and translating performance gaps into structured process improvement initiatives that improved customer retention scores quarter-on-quarter.
• Implemented and continuously improved ITIL-aligned processes for incident, problem, change, and configuration management to drive operational efficiency.
• Tracked customer loyalty and satisfaction metrics — CSAT, NPS, and SLA attainment — as operational KPIs, translating performance gaps into process improvement initiatives that enhanced customer retention.
• Oversaw P&L, budgeting, and financial governance for managed security services, ensuring revenue, margins, and invoicing accuracy while optimizing costs and managing vendor relationships.
• Managed multi-vendor service ecosystems including ISPs, DC/DR partners, and network providers — overseeing SOW compliance, invoicing accuracy, and SLA enforcement.
• Created and updated service delivery documentation, including operational runbooks and escalation matrices, to ensure readiness for operational demands.

• Develop and manage the long-term strategic direction for IT support to ensure alignment with the overall IT operating model and the company's strategic plan
• Managed financials and performance of IT support and infrastructure programs, ensuring cost transparency for technology investments aligned with business needs.
• Manage demand & service delivery with suppliers and partners for infrastructure (ISP, devices, networks, data centres, hosting), applications and operations so that business demand translates into resource and capacity planning, manages portfolio of SLAs & commitments
• Owned end-to-end service delivery governance for application and infrastructure platforms — overseeing availability SLAs, performance compliance, and cost transparency across a multi-vendor technology stack, with full accountability for contractual commitments.
• Implemented and continuously improved ITIL-aligned frameworks across incident, problem, and change management — driving measurable standardization and predictable service delivery outcomes.
• Accountable for the development, Implement and Testing of Disaster Recovery plan in cooperation with the SBUs to ensure that in the case of a disaster we can support the business continuity
• Managed a centralized service desk and field support function as the single point of contact for all end-user requests — enforcing SLA response and resolution targets, reducing repeat incidents by 30%, and maintaining consistent service quality across a dispersed user base.
• Acted as primary escalation management owner — directing cross-functional resolution teams for high-impact incidents, driving root cause analysis, and implementing corrective action plans to prevent recurrence and protect customer SLA attainment.
• Aligned service desk performance with end-to-end service requirements to meet business commitments and ensure user satisfaction.
• Defined IT policies and processes, monitored and reviewed compliance to align with business objectives and support management strategies.
• Ensure that the IT support infrastructure is updated to the latest industrial trend and business
• Conducting Periodic VAPT and fixing the medium & Major Risks identified
• Served as authorized CISO and Internal Auditor for ISO 27001 and ISO 9001 — establishing governance and compliance frameworks, embedding continuous improvement disciplines, and successfully achieving certification with zero major non-conformities.
• Worked as authorized CISO for ISO Certification Audit of the company.

• Led managed services delivery of network connectivity across 500+ banking branches and 900+ WAN links — spanning MPLS, IP-Sec, and GSM technologies — maintaining 99.5%+ SLA compliance and vendor governance across 4 ISPs operating in 18 states.
• Planned and implemented Disaster Recovery (DR) and risk management for seamless operations, leading 7-member service desk team across various link modes in over 14 states.
• Ensure seamless delivery of links for various branch types from 4 service providers. Managing all MIS reports, invoicing managed services vendors (Infra, DC/ DR, Branch Network).
• Ensured multi-vendor Statement of Work (SOW) compliance for link delivery, uptime enforcement, and billing reconciliation, maintaining accountability across network services.
• Compiled and delivered service performance reports to senior management and client stakeholders daily, weekly, and monthly, tracking key operational metrics like network uptime and SLA attainment.
• Interact with network vendors for new link delivery or for link shifting.
• Manage and periodically share the ISP Quarterly Payment status with Senior Management required for Quarterly Financial Budgeting.

• Owned end-to-end service delivery management across multiple concurrent projects — ensuring on-time delivery within scope and budget while maintaining full SLA compliance across business unit stakeholders.
• Coordinated with support teams in solution design and delivery, ensuring alignment with budget and scope throughout project phases.
• Guided the project team in definition of project scope and objectives and coordinated with stakeholders ensuring technical feasibility. Worked on changes to the project scope, project schedule, and project costs using appropriate verification techniques.
• Prepared and maintained IT budget planning and compliance for CAPEX/OPEX on infrastructure and service implementation, supporting effective financial management for business unit services.
• Conducted structured quarterly business reviews with business unit partners — presenting demand forecasts, service performance dashboards, and prioritized delivery roadmaps that balanced tactical urgency with long-term resource planning and continuous improvement goals.
• Managed multiple service implementation projects based on ITIL and PMI standards, providing technical leadership and coordinating internal and external resources for successful project execution.
• Functioned as SPOC during the project for all aspects of the engagement. Prepared detailed project plan to monitor and track progress.
• Prepared and presented various status reports to the senior management and other stakeholders to enable effective decision making.
• Offshore - Solution Design & Infrastructure Setup (App & DB) for non-English zone RUSSIA, in accordance with the Russian Data Law. BU Accounting app has a Russian frontend and DB. It is used by 40 BU users and local operator for accounting apps.
• POC for Image Deployment by CHEF: Worked on image deployment Cloud tool CHEF for deploying Windows and Linux server and for immediate deployment of high end blade machines for business analyst and document of the process.
• Offshore - Solution Designing of high end ESX Cluster for Oracle DB.
• OS Obsolescence: Manage obsolete OS (Unix/Linux/Windows) for different evaluated portfolio apps to develop solutions for migration.

• Coordinated Citrix farm creation, zone creation, and server configuration; managed ICA Sessions, session lingering, and Citrix XenApp policies, services, and user permissions.
• Worked on load balancing XenApp servers using Load Evaluators, Load Balancing Policies. Set up and configured Data collectors, Web Interface and license servers.
• Troubleshot Application Delivery Issues, performed RCA for all critical and escalated incidents, application delivery issues, RCA for all critical and escalated incidents.
• Managed team escalations on incident and problem tickets, overseeing daily workloads and generating reports.

• Rendered Windows Server Support for server infrastructure of over 950 Windows and 150 ESX servers on VM hypervisor.
• Managed and automated security patch management for Windows servers and functional OS and firmware updates across 12 datacenter clusters with 160 ESX hosts and 3200 VMs, ensuring system security and compliance.
• Coordinated activities related to deployment, configuration, optimization, and troubleshooting of VMware technologies including vCenter Server, ESXi, ESX, DRS, vMotion, HA, VUM and P2V. Participate in DR planning and implementation.
• Utilized CHEF cloud tool for image deployment, building high-end blades and deploying Windows and Linux servers, while creating and managing VM clusters with enabled HA, vMotion, resource pools, and DRS to enhance infrastructure resilience.
• Focused on ongoing performance tuning, hardware upgrades and resource optimization. Worked on different KLO projects in infrastructure (Firmware upgrade, Drive expansion).
• Managed Xen Server 5.0/6.0 farms, User Profile setting configuration & printing. Administered XenApp 5.5, 6.5 and PS 4.5 and License, Web Interface servers and Publishing Applications, Citrix NetScaler and ICA proxy.
• Supported engineering efforts in Citrix projects using CTXPRTCHK and Citrix PowerShell cmdlets, contributing to the development of run books and documentation for Windows infrastructure and front-end applications hosted in Citrix.
• Rendered support to Altiris infrastructure of around 9500 Altiris Client. Completed PMT process, Inventory Rule updates and Collection Updates.
• Worked on POC's for technology i.e. Edge sight (Citrix), Fabric Server (Tibco), IBM Tivoli, Blade logic (BMC) and SCCM 2007 (MS). Organized training on L1 & L2 support.
• Major Projects:
• Offshore/Onsite - POC for SCCM 2007: Completed the POC for Image deployment, Asset Management, Patch Management and Package Deployment on Windows and Linux clients for deployment and document of the process.
• IIS Migration from 5.0 to 6.0 Migration of 100+ IIS 5.0 websites to IIS 6.0 from physical environment to the virtual environment
• POC to Virtualized Existing App using Fabric Server
• Blade logic Implementation
• Lean Process Implementation

Rendered high-level technical support to Microsoft US enterprise and professional customers, concentrating on sophisticated server OS and Active Directory matters necessitating deep proficiency.

• Advanced Technical Support: Resolved critical Level 400 escalationsinvolving Active Directory, Terminal Server, Group Policy, SCM (ServiceControl Manager), and Internet Explorer policies
• Cross-Functional Collaboration: Partnered directly with Microsoft escalationengineers and product developers on R&D initiatives to address complextechnical challenges
• Performance Optimization: Conducted in-depth server performance analysisand user/kernel memory dump diagnostics to identify and resolve criticalsystem issues
• Enterprise Infrastructure Support: Provided remote support for client serverarchitectures and data center operations, managing incident resolution for US-based Microsoft OS environments
• Client Excellence: Completed US Culture & Communication Trainingcertification to enhance service delivery for premiere customer accounts
• Core Competencies: Advanced Troubleshooting | Active Directory Architecture| Performance Tuning | Cross-Cultural Communication | EnterpriseInfrastructure | Technical Coaching

• Multi-Site Operations Leadership: Promoted to Technical Lead at NetConnect Pvt Ltd, managing operations across two sites for Microland Ltd withfull accountability for service delivery
• Team & Resource Management: Led 18 System Administrators across24x7 shifts, supporting 2,000-3,000 end users while ensuring optimal resourceallocation and continuous operations
• Stakeholder & Project Management: Demonstrated proficiency instakeholder analysis, client requirement mapping, risk management, andeffort/cost estimation aligned with organizational guidelines
• Critical Incident Management: Resolved high-priority network and serverescalations, consistently meeting SLA commitments through rapid problemresolution and technical expertise