Aravind Sridharan

Experienced Technology Operations Leader with 15+ years of expertise in managing IT infrastructure, cloud platforms, and global service delivery functions. Proven track record in leading operational transformation, driving process automation, and ensuring system uptime through robust incident and problem management practices. Adept at collaborating with cross-functional teams and aligning IT services with evolving business needs.

Manager, IT Service Operations

Newfold Digital | Jul 2022 - Jan 2025

• Directed global 24x7 IT Operations, overseeing incident, problem, and change management functions across multiple brands and regions.
• Achieved 99.8% change success rate by strengthening change governance and integrating risk mitigation frameworks.
• Decreased repeat incidents by 30% through root cause analysis and automation in monitoring and ticketing processes.
• Led a global team of 11 ITSM analysts across APAC, EMEA, and NA, implementing KPIs to monitor performance and accountability.
• Reduced MTTR by 40% by establishing proactive alerting mechanisms and deploying observability tools like Site24x7 and Zabbix.
• Delivered weekly, monthly, and quarterly service health reports to senior leadership, identifying trends and driving data-backed decisions.
• Spearheaded onboarding and ITSM tool adoption across newly acquired brands, ensuring uniform standards and training.
• Acted as single point of contact for IT Operations in APAC region and coordinated escalations with Engineering, Product, and Security teams.

Newfold Digital | Jul 2021 - Jun 2022

• Led the Major Incident Response Team, ensuring rapid resolution of high-priority outages and adherence to SLAs.
• Developed incident escalation protocols, reducing mean time to resolution (MTTR) by 20%.
• Conducted post-incident reviews (PIRs) and RCA reporting, driving long-term service improvements.
• Enhanced real-time outage communication to business stakeholders, improving transparency and stakeholder confidence.

• Implemented automated RCA tracking, reducing manual effort by 50%.
• Optimized incident response workflows, improving team efficiency by 15%.

Newfold Digital | Oct 2018 - Jun 2020

• Acted as the first escalation point for critical incidents, ensuring minimal business disruption.
• Maintained detailed incident documentation, trend analysis, and preventive actions.
• Ensured 100% compliance with SLAs, monitoring incident trends for proactive issue resolution.

IBM India Pvt Limited | Sep 2017 – Sep 2018

• Same responsibilities as below experience at Verizon Data service India. Managed enterprise IT operations, ensuring smooth service delivery and stakeholder coordination.
• Conducted performance analytics and service reviews, enhancing operational efficiency.

Verizon Data Services India | Oct 2015 – Aug 2017

• Owned Major Incident Management for critical outages reported by business users, support teams, and event managers.
• Led incident triage, troubleshooting coordination, and restoration efforts, ensuring business continuity.
• Conducted Change Advisory Board (CAB) meetings, reviewing risk assessments and implementation plans.

• Reduced incident impact by 35% through proactive monitoring and rapid escalation frameworks.

Verizon Data Services India | Jan 2014 – Oct 2015

• Provided Tier 1 & Tier 2 support for enterprise data center and network infrastructure.
• Monitored servers, firewalls, load balancers, and network devices using HP OpenView & NetIQ.
• Managed incident alerts and resolution efforts, achieving 100% SLA compliance.

Customer Support Engineer | Cybernet Slash Support | Dec 2009 – Dec 2010

• MTech – Software Engineering | BITS Pilani (Work Integrated Learning Program) | 2018
• BE – Aeronautical Engineering | Anna University | 2009