VINEET BHATT
Faridabad
Summary
Dynamic IT operations leader with a proven track record at American Express India, driving service continuity and reducing resolution times by 35%. Skilled in operational risk management and stakeholder communication, I excel in enhancing performance through data-driven decision-making and cross-functional leadership in global delivery environments.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Manager - Global Infrastructure Operations
American Express India Pvt Ltd
01.2018 - Current
- Managed end-to-end IT operations for global infrastructure services, ensuring continuous uptime.
- Spearheaded incident response strategies and executive communications for service continuity.
- Developed operations playbooks, achieving a 35% reduction in resolution time and improved RTOs.
- Enhanced compliance posture by integrating operational risk controls into readiness programs.
- Worked with technology leads to strengthen resiliency and prepare for operational challenges.
- Tracked SLAs and KPIs using real-time dashboards to drive performance improvements.
Global Process Manager - Nordics Delivery
IBM India Pvt Ltd
01.2016 - 01.2018
- Oversaw multi-client delivery portfolio governance in Nordics, adhering to ITIL and ISO standards.
- Led service transitions, operational audits, and risk controls across distributed support teams.
- Utilized Watson Analytics for data insights, facilitating predictive decisions and proactive support measures.
Problem Manager - Sandvik Account
IBM India Pvt Ltd
01.2014 - 01.2016
- Spearheaded operational problem management initiatives to ensure service stability and minimize disruptions.
- Deployed known error processes to reduce incident recurrence and track problem trends.
- Collaborated with support teams and vendors to resolve chronic issues impacting service levels.
Incident Manager - Rogers Telecommunications, Canada
IBM India Pvt Ltd
01.2013 - 01.2014
- Managed real-time telecom operations, ensuring alignment with rigorous service targets.
- Conducted global command bridges and shared crucial updates with executives during incidents.
- Compiled detailed post-mortem analyses to drive continuous improvement efforts.
NOC Duty Manager - IT & Network Infrastructure
Bharti Airtel
01.2011 - 01.2012
- Oversaw daily network and IT operations within National Operations Center (NOC).
- Standardized operational procedures to enhance efficiency across teams.
- Trained frontline teams on effective escalation workflows to improve response times.
Technical Support Engineer
Hilton Hotels Corporation (USA)
01.2010 - 01.2011
- Provided Tier 2/3 support for enterprise IT systems, enhancing incident resolution and user satisfaction.
- Assisted in rollout of infrastructure upgrades while contributing to operational documentation.
Skills
- IT operations strategy and execution
- Operational risk
- Service continuity
- Vendor management
- Problem management
- Stakeholder communication
- Training and development
- 24/7 infrastructure management
- Global delivery and support
- High-severity incident response
- Operational risk management
- SLA management and improvement
- Cross-functional leadership
- Data-driven decision making
Certification
EDUCATION
• Executive MBA – Karnataka State Open University
• B.A. (Economics & Mathematics) – Delhi University
• PGDCA – NIIT (DOEACC O & A Level)
• Senior School Certificate & High School – CBSE
PROFESSIONAL CERTIFICATIONS
• ITIL V3 Foundation – EXIN
• AWS Certified Cloud Practitioner – AWS
• Microsoft Azure Fundamentals (AZ-900) – Microsoft
• Oracle 10g OCA – Oracle
• Operational Risk Management - Udemy
• Harvard Leadership Edge – Harvard Business Corporate Learning • CompTIA A+ and N+ – IBM India
• ITIL Incident & Service Desk Management – IBM India
Accomplishments
- Successfully transitioned multiple global service operations with strong governance and stakeholder engagement
- Received Top Performer recognition for 3 consecutive quarters; GEM Award winner at IBM
- - Enabled predictive KPI reporting using advanced analytics to support operations leadership
- - Embedded risk-awareness into IT operations by aligning playbooks and incident processes with operational risk management objectives
Timeline
Manager - Global Infrastructure Operations
American Express India Pvt Ltd
01.2018 - Current
Global Process Manager - Nordics Delivery
IBM India Pvt Ltd
01.2016 - 01.2018
Problem Manager - Sandvik Account
IBM India Pvt Ltd
01.2014 - 01.2016
Incident Manager - Rogers Telecommunications, Canada
IBM India Pvt Ltd
01.2013 - 01.2014
NOC Duty Manager - IT & Network Infrastructure
Bharti Airtel
01.2011 - 01.2012
Technical Support Engineer
Hilton Hotels Corporation (USA)
01.2010 - 01.2011
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