Vivek Srivastava
Gurgugram
Summary
Results-driven Service Delivery Manager with over 15 years of experience in IT Operations, NOC Management, and Application Support across Telecom, OTT, and Cloud environments. Skilled in leading end-to-end service management, governance frameworks, and incident/problem/change management under ITIL standards. Strong ability to drive customer satisfaction, operational efficiency, and continuous improvement by implementing robust ITSM processes, automation, and proactive monitoring. Experienced in Cloud Hosting Solutions (Azure, AWS), vendor management, and stakeholder communication across global teams.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Operations Manager – MS & Service Delivery
L&T Technology Services (Vodafone Qatar Account)
07.2023 - 05.2025
- Managed end-to-end service delivery operations for Vodafone Qatar’s OTT & IPTV environments, ensuring SLA, OLA, and compliance targets.
- Defined and implemented ITIL-based service management processes, including Incident, Problem, and Change Management using ServiceNow.
- Led governance calls and performance reviews with customer and cross-functional teams, addressing escalations and aligning goals.
- Oversaw vendor management, including SOW validation, service credits, and technical dispute resolution.
- Oversaw Cloud hosting environments (Azure), ensuring uptime, security, and cost efficiency through scaling and automation.
- Established a customer-centric service culture, ensuring transparent communication and consistent delivery excellence.
- Key Achievements:
- Increased SLA compliance to 99.9% and reduced incident backlog by 30%.
- Designed service documentation, playbooks, and operational runbooks improving service quality.
- Drove ISO 27001 compliance across managed services with zero audit issues.
Operation Manager – Managed Services & Service Governance
MediaKind (Formerly Ericsson Media Solutions)
10.2020 - 07.2023
- Delivered service governance and customer engagement for OTT platforms ensuring end-to-end uptime and reliability.
- Acted as primary escalation manager, resolving major incidents within agreed SLAs through structured RCA and action plans.
- Coordinated with customer stakeholders for periodic service reviews, operational dashboards, and SLA reports.
- Guided a continuous improvement initiative reducing manual intervention by 35% via process automation.
- Key Achievements:
- Reduced incident recurrence by 40% with structured RCA governance.
- Introduced monitoring automation (Moogsoft, Zabbix), improving proactive detection of system anomalies.
- Strengthened customer trust through structured communication and improvement planning.
Senior Solution Architect – Service & Delivery Operations
Huawei Technologies India Pvt. Ltd.
08.2015 - 08.2020
- Led application and infrastructure service delivery projects, designing OTT and IPTV workflows integrated with cloud and CDN components.
- Managed pre-sales solutioning, technical proposals, and implementation governance with customer teams.
- Coordinated with engineering and PMO for delivery schedules, risks, and budget adherence.
- Defined service readiness and post-deployment support models for managed applications and hosting solutions.
- Achievements:
- Delivered multiple end-to-end OTT deployments across APAC and MEA.
- Optimized cloud-hosted video platforms ensuring scalability and uptime.
O&M Manager – Application & Infrastructure Support
UTStarcom India Pvt. Ltd.
03.2008 - 08.2015
- Directed IT infrastructure, datacenter, and application support for telecom IPTV systems.
- Ensured service stability through proactive monitoring and preventive maintenance.
- Implemented incident & problem management aligned with ITIL standards.
Education
MCA (First Division) -
D.A.V.I.M
FaridabadPost Graduate Diploma - Marketing
Symbiosis
PuneB.Sc. - Electronics
S.D. College
Ambala CanttSkills
- Category Tools & Technologies
- Cloud Hosting & Infra AWS, Azure (IaaS/PaaS/SaaS), Load Balancers, Firewalls
- Monitoring & AIOps Moogsoft, BigPanda, Zabbix, Grafana, Prometheus
- ITSM Tools ServiceNow, Jira, Confluence
- Networking & Security VPNs, Firewalls, SOC Ops, Access Control
- Databases Oracle, MySQL, MongoDB
- OS Platforms Linux (RHEL, CentOS), Windows Server
Accomplishments
- 99.9% SLA compliance across OTT and cloud-hosted platforms through proactive service management and AIOps automation.
- Reduced MTTR by 45% and improved incident resolution accuracy via ServiceNow-based automation.
- Achieved zero non-conformities in ISO 27001 audit by enhancing operational control and documentation.
- Led global NOC operations supporting multi-region OTT users with improved uptime and reliability.
- Awarded Outstanding Performance (GSSI) for exceptional contribution to service excellence and governance.
Certification
- AWS Certified Solutions Architect – Associate
- Microsoft Azure Fundamentals (AZ-900)
- DevOps Foundation Certified
- ITIL Foundation (Training completed)
- Advanced Cloud Computing & DevOps (IIT-R, Intellipaat)
Timeline
Operations Manager – MS & Service Delivery
L&T Technology Services (Vodafone Qatar Account)
07.2023 - 05.2025
Operation Manager – Managed Services & Service Governance
MediaKind (Formerly Ericsson Media Solutions)
10.2020 - 07.2023
Senior Solution Architect – Service & Delivery Operations
Huawei Technologies India Pvt. Ltd.
08.2015 - 08.2020
O&M Manager – Application & Infrastructure Support
UTStarcom India Pvt. Ltd.
03.2008 - 08.2015
Post Graduate Diploma - Marketing
Symbiosis
B.Sc. - Electronics
S.D. College
MCA (First Division) -
D.A.V.I.M
LEADERSHIP IMPACT
- Recognized for driving customer-first service culture across multi-regional teams.
- Incident response war rooms minimizing outage impact.
- Delivered major service transitions with zero downtime.
- Mentored operations teams to build production awareness and service ownership mindset.