Wilson Sampath Karkada
Bengaluru
Summary
Detail-oriented Delivery Manager with 19+ years of experience in Information Technology Support. Successful at setting and meeting long-term goals through day-to-day organization and providing excellent customer service. Expert in IT Management, IT Infrastructure, IT Operations Management, and System Administration.
Profile Presentation:
Wilson started his professional journey with HCL Info-systems, Mumbai, and worked for one of the reputed FMCG client as Facility Management Engineer. Later he worked with National Stock Exchange (NSETECH), Mumbai as Data Center Operations Engineer and then joined Hewlett Packard Global-soft Bengaluru as L1 Linux Engineer. In his HP-HPE-DXC journey, he worked as L1, L2, L3 Engineer, Delivery Lead, and then as a Manager. Currently, his role is Manager Delivery Assurance (Linux SME). He is having good 8+ years of experience leading the IT/Infrastructure Support Teams, in all areas of ITIL Management like Incident/Problem/Configuration/Change, etc. The support model is based on ISO 20000 and ISO 27001 Standards with ITIL Framework. Wilson has been HP-UX certified Engineer/AWS Cloud Practitioner Certified and Lean Six Sigma Green Belt Certified Professional for reduction of Configuration Errors.
Overview
20
20
years of professional experience
4
4
Certification
Work History
Manager Infrastructure Services
DXC Technology, EIT India Services Pvt. Ltd
Bengaluru
2021.10 - Current
- Leading, the Daily Operations Review Call with all capability teams, for backlogs and SLA for Incident/Change/Problem Management, to have a better control of the infrastructure Coordinating cross functional teams like UNIX, Windows, DBA, Backup, Storage, Middleware, AD, System Security etc for the day-to-day tasks handled by the team and working with them to fix any roadblocks in support in cross-functional areas.
- Manage & Drive various ITIL process like Incident, Change, Problem, Configuration, Capacity and Availability Management.
- Management of Build, RUN operations Teams & handling New Transitions.
- Review and approving new processes & practices to eliminate vulnerabilities within cross-functional IT support teams.
- Attending Daily Review Call with Onshore Management Team to discuss upcoming/ongoing projects, Server Build Progress, and other issues backlogged due to various challenges.
- Service Delivery Reviews with all capabilities.
- Presenting Service Delivery Report to higher Management.
- Managing & driving continual Improvement Programs.
- Managing KPIs. Leading the Monthly Review Call with all capabilities leads for Risks logged and reviewing the progress of remediating them.
Associate Delivery Manager
DXC Technology, EIT India Services Pvt. Ltd
Bengaluru
2015.07 - 2021.09
- Managed a team of 20+ technical resources, ensuring all inquiries/incident troubleshooting were responded to in a timely manner.
- Provided technical support to customers on various Linux/UNIX operating Systems and hardware devices.
- Coached, mentored, and trained new hires on company policies and procedures related to customer service.
- Monitored team performance against established SLAs and KPI's. Manage & Review the Root Cause Analysis report shared by the technical teams.
- Manage & Drive Incident, Problem, Change, Configuration, Capacity and Availability Management.
- Ensuring new transitions are going smoothly.
- Managing Process Documentation review to maintain Process Compliance & Audit clearance.
- Bringing in new processes & practices to eliminate vulnerabilities within cross-functional IT support teams.
- Conducting monthly Service Delivery Reviews and daily Operational Reviews to have better control of the infrastructure.
- Developed and implemented service delivery strategies to improve customer satisfaction ratings.
- Analyzed customer feedback data, identified areas of improvement, and developed action plans for resolution.
UNIX Technical Support
DXC Technology, EIT India Services Pvt. Ltd
Bengaluru
2007.10 - 2015.06
System Backup Admin
National Stock Exchange Tech
Mumbai
2007.04 - 2007.10
Facility Management Engineer
HCL Infosystems Ltd
Mumbai
2004.04 - 2007.04
Education
Bachelor of Science - Computer Science/Statistics/Mathematics
St. Aloysius College
Mangalore University06.2003
Skills
- IT Operations Management.
- Project Management.
- Cross-Functional Team Management.
- Workforce Management.
- Complex Problem-Solving.
- Strategic Planning.
- Key Performance Indicators.
- Process and Procedure Development and Implementation
- Time Management.
- Employee Training and Development.
- Performance Evaluations.
- Team Leadership.
Certification
- ITIL® Foundation Certificate in IT Service Management (2024)
- Lean Six Sigma Green Belt Certification (2017)
- AWS Certified Cloud Practitioner (2022)
- HP-UX A01 Certification (2009)
Languages
English
First Language
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Manager Infrastructure Services
DXC Technology, EIT India Services Pvt. Ltd
2021.10 - Current
Associate Delivery Manager
DXC Technology, EIT India Services Pvt. Ltd
2015.07 - 2021.09
UNIX Technical Support
DXC Technology, EIT India Services Pvt. Ltd
2007.10 - 2015.06
System Backup Admin
National Stock Exchange Tech
2007.04 - 2007.10
Facility Management Engineer
HCL Infosystems Ltd
2004.04 - 2007.04
Bachelor of Science - Computer Science/Statistics/Mathematics
St. Aloysius College
- Lean Six Sigma Green Belt Certification (2017)
- AWS Certified Cloud Practitioner (2022)
- HP-UX A01 Certification (2009)
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