Karthik Jayadeva

IT Service Delivery and Infrastructure professional with 10+ years of experience owning enterprise IT operations, SLA governance, and multi-platform availability for organisations of 3,000+ users. Proven track record in ITSM (ITIL), cloud infrastructure (Azure, M365), endpoint management, IAM, and vendor governance. Delivered 60% reduction in HR-IT manual effort, 20% cost savings through contract renegotiation, and ~30% reduction in manual ticket volume through AI-led automation.

Trusted to align IT services with business outcomes through Zero Trust security, proactive monitoring, and structured change management.

Assistant Manager – IT - Tejas Networks Ltd. - Bengaluru

(2024-01)

Service Delivery & Operations and Identity, Access & Endpoint Management responsibilities.

• Governed end-to-end service delivery for 3,000+ users across 10+ platforms — defined SLAs, tracked KPIs, and ensured zero critical SLA breaches through ITIL-aligned incident and change management.
• Managed L1/L2 escalations end-to-end, owned change approval and tracking via RT, and prepared weekly IT health, incident, and SLA compliance reports for senior stakeholders.
• Led weekly IT team stand-ups to align engineers on incidents, change schedules, and project milestones — improving coordination and delivery predictability across the team.
• Drove AI-led service automation using Copilot Studio agents and M365 Copilot.
• Managed IT vendor relationships across the full lifecycle (RFP → evaluation → negotiation → performance review), achieving 20% cost savings without compromising delivery standards.
• Served as primary IT integration stakeholder for many enterprises application onboarding — ensuring compliant, secure integration and satisfying internal audit requirements.
• Governed end-to-end user onboarding and offboarding — access provisioning, device setup, and account deactivation across AD, Okta, and CyberArk — enforcing least-privilege and audit-ready access controls.
• Led organisation-wide MAM implementation enforcing mobile app policies and securing BYOD access across the entire user base via Intune; maintained accurate IT asset inventory supporting audit readiness and lifecycle planning.
• Validated monthly compliance reports covering patch status, access reviews, and security controls — ensuring alignment with internal audit and regulatory requirements.
• Owned 24/7 availability of M365, Azure, Exchange, Citrix XenDesktop, Jira, Confluence, Accops DWS, and GitHub Copilot — maintaining 99.5%+ uptime with zero critical outages.
• Architected Azure cloud governance framework and drove hybrid infrastructure setup, integrating on-premises systems with Azure — enforcing RBAC, policy guardrails, cost tagging, and resource lifecycle standards.
• Enforced Zero Trust security posture across SSO, MFA, and identity governance for 30+ applications, eliminating unauthorised access pathways identified in security reviews.
• Directed VAPT cycles and DLP operations achieving full compliance closure and strengthening the organisation's data security posture via Netwrix Endpoint DLP.

Senior Engineer – IT - Tejas Networks Ltd. - Bengaluru

(2021-01 - 2023-12)

• Delivered L2/L3 administration across M365, Azure AD, Exchange, and Citrix XenDesktop — maintaining 99.5%+ uptime; reduced incident response time by 20% through proactive Nagios and SolarWinds monitoring.
• Led Oracle Cloud HCM integration using middleware, cutting manual HR-IT processing time by 60% and creating the integration playbook adopted for all future enterprise applications.
• Implemented Netwrix Endpoint DLP and redesigned SCCM/Intune patch workflows, raising endpoint compliance by 25%+ and systematically reducing the open CVE count each quarter.

IT Service Desk Specialist - Technicolor India

(2018-01 - 2021-12)

• Resolved L1/L2 incidents and IAM requests across O365, Okta, AD, and CyberArk — consistently meeting SLA targets for a global user base; supported change management, MIM operations, and zero-downtime system migrations.
• Streamlined ServiceNow incident workflows, reducing average resolution time and improving first-contact resolution rates for recurring request categories.

Desktop Support Analyst - Goldman Sachs

(2015-01 - 2018-12)

• Maintained enterprise endpoint health and asset inventory in a high-compliance banking environment — managed hardware refresh cycles, vendor coordination, and AV/executive support for senior leadership.

Diploma - Electronics & Communication - Director of Technical Education (DTE) (2011)