Vineeth Guruprasad
Bangalore
Summary
Results-driven IT Infrastructure Specialist with 11 years in Major Incident Management and service operations. Led high-severity incident resolutions and executed root cause analyses to ensure service continuity and SLA compliance. Expert in stakeholder communication and crisis management, emphasizing automation to improve operational efficiency.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Lead Engineer
Eton Solutions and Technologies
Bengaluru
01.2026 - Current
- Strategic Service Delivery Manager with proven expertise in driving enterprise-wide ITSM transformations aligned to ITIL v4 best practices.
- Proven success in leading cross-functional teams and building high-performance service delivery organizations.
- Led design and management of Jira Service Management ecosystems, streamlining workflow automation and developing performance dashboards.
- Implemented and governed incident, change, problem, and release management processes, improving service reliability and reducing risks.
- Established enterprise governance frameworks, KPIs, and SLA models, driving consistent service excellence across the organization.
- Partnered with global stakeholders, business leaders, and technology teams to align IT services with strategic business outcomes.
- Track record of improving customer satisfaction, audit readiness, and operational efficiency.
Specialist
LTIMindtree
Bangalore
01.2022 - 01.2026
- Led a cross-functional team of 10+ to enhance incident response protocols, reducing system recovery times by 40%.
- Developed predictive analytics tool with engineering teams to proactively identify issues and decrease system downtime.
- Spearheaded ITIL practice integration to enhance incident lifecycle management during rapid client base growth.
- Managed Disaster Recovery tests, ensuring compliance and organizational readiness against industry standards.
- Designed incident reporting system to streamline communication and collaboration among teams.
- Influenced product enhancements, reducing critical incidents by 15% through feedback loop with clients and internal teams.
- Collaborated on post-incident reviews and root cause analyses to implement solutions for recurring issues and update knowledge articles.
System Analyst
Tesco Bengaluru
Bangalore
02.2018 - 01.2022
- Oversaw 24x7 IT infrastructure operations and major incident management, leveraging advanced monitoring tools and ITIL framework to enhance service reliability.
- Facilitated cross-functional teamwork to enhance service restoration, contributing to a 95% SLA success rate.
- Initiated a structured post-incident review process, providing actionable insights into system vulnerabilities and boosting overall system resilience.
- Created comprehensive incident management documentation, enabling consistent training for new staff.
- Participated in CAB meetings to review RFCs, identify key changes, and ensure infrastructure support minimized service disruption.
IT Support Analyst
Trigent Software Inc
Bangalore
08.2017 - 02.2018
- Oversaw helpdesk operations, driving resolutions for up to 750 ticket items monthly with a 98% satisfaction rate.
- Streamlined client support operations by integrating Jira and ServiceNow, reducing average ticket resolution time by 30%.
- Managed multiple major incidents (Sev1/Sev2), delivering resolutions within defined service-level agreements (SLAs).
- Resolved critical issues in real time during live Premier League matches by ensuring rapid responses to alerts.
- Enhanced reliability of client-facing applications through routine system optimizations.
Incident Analyst
Microland
Bangalore
02.2017 - 05.2017
- Triaged and closed ~50 customer service tickets daily, contributing to timely incident resolution and enhanced customer support.
- Streamlined routing of 50+ incident tickets monthly to IM team, resulting in 20% faster service restoration.
- Leveraged communication skills to provide rapid solutions, maintaining high customer satisfaction scores from end-users.
Project Engineer
Wipro
Bangalore
11.2014 - 02.2017
- Led all CI/CD releases and developed a detailed execution plan for each release day.
- Managed post-release incidents and major outages, supporting incident management and ensuring business continuity.
- Coordinated with project teams to log and resolve post-release issues, maintaining SLA compliance.
- Conducted smoke tests after pre-production deployment before approving the release for go-live.
- Developed dashboards in Jive to visualize release details, enhancing team awareness and communication.
- Used ServiceNow and BMC Remedy for incident management.
Education
BCA -
Bangalore University
Bangalore06.2013
XII-Science -
CBSE
Visakhapatnam03.2010
X - Senior Secondary School -
CBSE
Kharagpur03.2008
Skills
- Service Delivery Management
- Major Incident Management
- Problem Management
- Change Management
- Release and Deployment Management
- IT Service Operations
- Service Desk
- ServiceNow
- Jira
- ICM
- BMC Remedy
- Splunk
- Microsoft Azure
- AWS
- Deployment
- AzDeployer
- Deployment
- ITIL v4
- Leadership
Websites
Certification
• ITIL v3 Foundation
• Azure Administrator AZ-103
• SRE Foundation
• Azure Administrator AZ-103
• SRE Foundation
Languages
- English
- Hindi
- Kannada
- Telugu
- Bengali
- Tamil
Tools Expertise
ServiceNow, Jira, ICM, BMC Remedy, Microsoft Azure, AWS, AzDeployer, Azure Pipelines
Timeline
Lead Engineer
Eton Solutions and Technologies
01.2026 - Current
Specialist
LTIMindtree
01.2022 - 01.2026
System Analyst
Tesco Bengaluru
02.2018 - 01.2022
IT Support Analyst
Trigent Software Inc
08.2017 - 02.2018
Incident Analyst
Microland
02.2017 - 05.2017
Project Engineer
Wipro
11.2014 - 02.2017
BCA -
Bangalore University
XII-Science -
CBSE
X - Senior Secondary School -
CBSE