Kiran Kumar Ch

Senior Service Management with 8 years of experience delivering highly reliable, resilient, and designing, delivering, managing, and improving IT services to meet business needs, ensuring high availability, performance, and compliance. Including service reliability, Service Desk, Incident, Problem, Change manager availability, SLA governance, and root cause analysis (RCA). Extensive experience in incident response, major incident management, on-call coordination, monitoring & alerting, and post-incident reviews (PIR) to reduce repeat incidents and improve service health.

IT Service Management - Primestar Consulting Services (Pvt) Ltd.

(2023-09 - 2026-01)

• Handles user requests, service restoration, and troubleshooting.
• Negotiates and monitors Service Level Agreements (SLAs) with customers and suppliers.
• Manages the creation, sharing, and maintenance of knowledge across the IT organization.
• Manages the entire lifecycle of services, from conception to retirement.
• Maintains the Configuration Management Database (CMDB) to track IT assets and their relationships.
• Oversees ITIL process implementation, ensures service quality, manages performance, and aligns IT services with business goals.

SRE / Service Management Lead - Kyndryl Solutions (formerly IBM)

(2018-07 - 2023-08)

Worked with State Street Corporation as a Service delivery Lead squad from May 2020 to Aug 2023. (Sep 2021 IBM had spilt the company to and named as Kyndryl and we moved to Kyndryl from Sep 2021)

• Led Site Reliability Engineering (SRE)–aligned IT operations for a global financial client, ensuring 24x7 service availability, reliability, and operational resilience.
• Acted as Incident Commander during major incidents, coordinating cross-functional infrastructure, application, network, and vendor teams.
• Drove incident response, escalation management, and on-call coordination, reducing service disruption and MTTR.
• Performed Root Cause Analysis (RCA) and facilitated Post-Incident Reviews (PIR) to eliminate recurring issues.
• Governed SLOs, SLIs, SLAs, and KPIs, ensuring alignment with business and reliability objectives.
• Implemented monitoring, alerting, and proactive incident detection to improve service health.
• Supported cloud and hybrid infrastructure environments (Azure, GCP, VMware), focusing on capacity planning, HA, DR, and risk mitigation.
• Enabled knowledge sharing, runbooks, SOPs, and best practices across global delivery teams.

Lead Operations - Network Solutions An IBM Company

(2008-03 - 2018-06)

• Delivered managed services and shared services operations aligned with IBM delivery standards.
• Owned incident management, problem management, SLA governance, and service recovery for multiple enterprise clients.
• Led major incident bridges, ensured rapid incident response, and executed RCA and preventive actions.
• Managed cross-functional teams (50+ engineers) and coordinated vendors to maintain service stability and availability.
• Drove continuous service improvement (CSI) initiatives to enhance reliability, performance, and customer satisfaction.
• Oversaw contract management, compliance, and risk controls.

Team Leader / Lead Operation - Metro Cash & Carry

(2006-03 - 2008-03)

• Managed day-to-day IT operations supporting BAU and project activities.
• Ensured compliance with ITIL processes, SOPs, and SLA commitments.
• Led vendor coordination and handled escalations to ensure uninterrupted services.
• Mentored team members and improved service response efficiency.

Team Leader - NIS

(2004-01 - 2006-01)

Key Clients: Corporation Bank, Dhanlakshimi Bank, Oriental Bank of Commerce

• Managed WAN, leased lines, and ISDN services for banking clients; led incident resolution and documentation.

System & Network Administrator

(2002-01 - 2004-01)

• Administered Active Directory, Windows/Linux systems, DNS, DHCP, Citrix, backup and recovery, and security policies.

Project Engineer – Structured Cabling

(1998-01 - 2000-01)

• Delivered data center cabling and network infrastructure projects.

Master of Mathematics - Mathematics - Osmania University

Bachelor of Science - Science - Osmania University