Vivek Arora
Kurukshetra
Summary
Senior Engineer with 13 years of experience supporting enterprise IT operations across Infrastructure, Windows Server Administration, Cloud Operations, Identity & Access Management, and Production Support within large, mission-critical enterprise environments. Skilled in leading day-to-day IT operations, incident and problem management, service delivery, SLA adherence, change implementation, operational governance, and business continuity for global organizations. Adept at coordinating cross-functional teams, driving root cause analysis for critical incidents, and improving operational efficiency across on-premise and cloud infrastructure (AWS, Azure). Proven track record supporting mission-critical business services across Genpact, IBM, and Bharti Airtel enterprise environments, with a strong foundation in ITIL practices and operational excellence.
Overview
2
2
Languages
1
1
Certification
13
13
years of professional experience
Work History
Senior Engineer
Genpact
Gurugram, India
10.2020 - Current
- Manage IT Infrastructure Operations across enterprise Windows Server environments, ensuring high availability and operational stability of business-critical systems.
- Own production support operations spanning on-premise and cloud-hosted infrastructure (AWS, Azure), maintaining service continuity for mission-critical business servers.
- Govern server commissioning, decommissioning, patching, vulnerability remediation, and security compliance activities in line with enterprise risk and audit standards.
- Coordinate cross-functionally with application, network, and security teams to restore services and meet SLA commitments during critical incidents.
- Drive execution of system upgrades, infrastructure changes, and operational maintenance activities under formal change management processes.
- Maintain operational documentation, SOPs, and knowledge articles that support consistency and audit readiness across the operations function.
- Provide L2/L3 operational oversight, ensuring service continuity, SLA adherence, and operational excellence across the infrastructure landscape.
- Drive operational excellence by minimising incidents, reducing ticket volumes through proactive initiatives, and identifying risks with effective mitigation plans.
- Manage team operations including attendance, leave, shift planning, and ensure adherence to established processes and standard operating procedures (SOPs).
- Coach and mentor team members while fostering a culture of collaboration and knowledge sharing.
Service Delivery Specialist
IBM India Pvt. Ltd.
Noida, India
11.2016 - 10.2020
- Responsible for ID creation, modification and deletion on 30+ applications of Bharti – Airtel.
- Provided L2 support on CyberArk to Bharti – Airtel users.
- Performed first-level troubleshooting for application and user-related issues, escalating in line with defined operational procedures.
Digital Workspace Support Engineer
Progressive Info-vision Pvt. Ltd.
Gurugram, India
07.2014 - 11.2016
- Delivered day-to-day IT operations support for enterprise users and executive leadership, including dedicated VIP/executive IT support.
- Resolved high-priority incidents within defined SLA timelines, ensuring minimal disruption to senior stakeholders and business operations.
- Provided remote operational support for enterprise applications, end-user devices, and collaboration tools across the organization.
- Coordinated with infrastructure teams to accelerate incident resolution and maintain business continuity for critical users.
- Managed service requests and operational tickets, maintaining consistent SLA performance across the support queue.
Technical Support Executive
Netconnect Pvt. Ltd.
Noida, India
09.2013 - 07.2014
- Managed user account creation, modification, and access requests in line with enterprise security policy.
- Managed operational tickets while consistently meeting SLA commitments, and maintained accurate operational records and documentation for 30+ enterprise applications.
Education
Computer Science - B.Tech
KITM
Kurukshetra, HR01-2013
Skills
- IT Operations Management
- Infrastructure Operations
- Cloud Operations (AWS, Azure)
- Windows Server Administration
- Incident Management
- Problem & Change Management
- Service Delivery & SLA Management
- Identity & Access Management
- CyberArk Operations
- Root Cause Analysis (RCA)
Languages
English
Intermediate
B1
Hindi
Intermediate
B1
Certification
- AWS Certified Solutions Architect – Associate (Valid till 2029)
- ITIL Foundation in IT Service Management (Valid till 2029)
Timeline
Senior Engineer
Genpact
10.2020 - Current
Service Delivery Specialist
IBM India Pvt. Ltd.
11.2016 - 10.2020
Digital Workspace Support Engineer
Progressive Info-vision Pvt. Ltd.
07.2014 - 11.2016
Technical Support Executive
Netconnect Pvt. Ltd.
09.2013 - 07.2014
Computer Science - B.Tech
KITM