SHARATH KUMAR

• Delivery Manager for 2 infrastructure accounts, with complete responsibility for overall delivery, projects, programs, and operations
• Led a global team of 175+ across 3 geographies to deliver End User Services (Service Desk, EUC, DC, Cloud, SIAM).
• Oversee DC infrastructure, procurement life cycle, and asset maintenance
• Acquired $70M in new business by leading RFPs and strategic alliances.
• Negotiate prices with vendors to optimize operational costs and supplier opportunity costs
• Handle multiple change requests (CR), contracts, SOWs, and MSAs
• Enabled Digital & Cloud solutions to 22K customers, achieving SLA target availability of 99.5%
• Improved productivity by 60% by deploying workflow automations
• Led the CoE for Data Analytics and represented the firm on risk boards.

• Headed all IT Service Delivery operations, including NOC, SLAs and service assurance for a large bank in Scotland and a Pharma client in the USA
• Integrated and harmonized service workflow processes and introduced an agile workforce, enabling faster project deployments
• Set up the Command Center and slashed MI/Outages by 85%
• Saved $12M costs by enabling Shared Service for cost optimization
• Brought down customer-impacting events by 45% through continues service improvements
• Established a technology infra improvement plan enhancing service availability
• Set up a Release Management process upgrading 9K network devices in 6 months
• Implemented multiple RPA to eliminate mundane task using UIPATH which helped to increase the productivity

• Pioneered all Service Control functions within service management, including incident, problem, and change management for Network Services
• Led and guided a multi-platform Operations team of 23 across global services to a major UK client
• Ensured operational stability and efficiency across all systems
• Trusted Advisor and Events Lead in the unit, providing reverse KT from Accenture to BT for the Banking Account
• Managed the Automation Incident Life Cycle and automation of the Critical Notification System

• Oversee comprehensive IT operations for a major European bank, encompassing incident, problem, and asset management, MIS reporting, CSI management, and overall operations
• Lead disaster recovery planning and execution for all service-related projects, optimizing resource allocation to meet project deadlines
• Managed disaster recovery for more than 600 critical systems, reducing downtime by 85%
• Drive IT infrastructure development, providing robust user support and identifying critical issues
• Architect and implement effective IT risk and network strategies to safeguard operations
• Enhance team performance through quality reviews, workload analysis, and performance management of an 8-member team
• Collaborate with leadership to define strategic goals and resource requirements to maintain client SLAs

HelpDesk Manager for IBM Delivery for TATA Steel

Last Role as Assistant Manager for GTS

Travel Agent