Site Reliability Engineer at TWENTY TWENTY INTERIOR DESIGN SOFTWARE (INDIA) PVT. LTD (2016-10 – 2026-04)
Directed end-to-end IT infrastructure operations across servers, endpoints, networks, and cloud (Azure) environments. Managed IT infrastructure for multiple projects including Softtech New Zealand Pvt Ltd., Softech India Pvt Ltd, and Cyncly Group.
- Improved system uptime and service availability through proactive monitoring and rapid incident resolution
- Ensured above 95% SLA compliance across IT operations and service delivery
- Successfully managed IT infrastructure for 100+ users, maintaining high performance and security standards
- Streamlined onboarding/offboarding processes, improving access management efficiency
- Strengthened vendor coordination, reducing resolution time for critical issues
- Administered Identity and Access Management (IAM)
- Administered and optimized Windows Server, Azure infrastructure, and SQL databases for reliability, scalability, and security
- Managed enterprise directory services including Active Directory, DNS, DHCP, and Group Policy, strengthening access control and system governance
- Led ITIL-driven service management processes including Incident, Problem, and Change Management, ensuring SLA compliance and efficient resolution of critical issues
- Developed and presented MIS reports, dashboards, and service reviews (weekly/monthly) to track performance, identify gaps, and drive improvements
- Coordinated with global vendors such as IBM, HP, Dell, Airtel, Tata, and Reliance, ensuring timely issue resolution and SLA adherence
- Managed complete IT asset lifecycle including procurement, deployment, tracking, and decommissioning aligned with business requirements
- Delivered advanced remote support for complex technical issues, system implementations, and client escalations
- Maintained project documentation, audit readiness, and compliance standards across IT operations
- Led, mentored, and upskilled IT teams, enhancing service delivery efficiency and team performance
- Conducted structured training programs to strengthen technical capabilities and soft skills within the team
- Managed telecom infrastructure and vendors for connectivity, PRI, and network reliability
- Evaluated and implemented new tools, technologies, and process improvements to enhance system performance, stability, and security posture
Technical Team Lead – IT Operations at CMS IT Services Pvt Ltd (2011-06 – 2016-05)
Managed IT operations across client environments including banking and enterprise sectors. Worked on projects for CITI Bank, UNICEF, and SITEL Pvt Ltd.
- Delivered consistent SLA compliance across multiple enterprise clients
- Improved service delivery through structured escalation handling and process optimization
- Led hiring, training, and performance management of IT teams
- Handled critical escalations and ensured timely resolution
- Conducted customer reviews and implemented service improvement plans
- Managed vendor performance and coordination
- Collaborated with remote teams for issue resolution and reporting
