Sasikumar Gnanamuthu

Experienced IT Infrastructure & Major Incident Management professional with 15+ years of expertise in driving operational excellence, reducing MTTR, and improving SLA performance across business-critical 24×7 enterprise environments. Proven ability to lead infrastructure operations supporting 5,000+ end users and 3,000+ servers across hybrid cloud and on-premises platforms. Strong experience in Major Incident Management, ITIL-based Incident/Problem/Change Management, stakeholder communication, RCA coordination, Disaster Recovery (DR), and Business Continuity Planning (BCP).

Skilled in leading cross-functional teams, managing high-severity production incidents, improving operational stability, and implementing automation initiatives to reduce recurring incidents and enhance service reliability.

CONSULTANT (IT Infrastructure Operations) - HCL Technologies Ltd - Chennai

(2022-10 - 2025-12)

Implemented automation-driven monitoring, validation, and operational efficiency improvements across enterprise infrastructure environments. Managed enterprise IT infrastructure supporting 3,000+ servers and 5,000+ users across business-critical production environments. Directed 24×7 NOC/SOC-aligned infrastructure operations, ensuring 99.9%+ uptime, high availability, and service performance.

ASSOCIATE CONSULTANT - HCL Technologies Ltd - Chennai

(2016-07 - 2022-10)

Delivered ITIL-aligned service delivery across hybrid infrastructure environments supporting enterprise operations.

• Managed MIS reporting and Incident Management operations within 24×7 production support environments.
• Coordinated P1/P2 Major Incident bridge calls and stakeholder communication during critical production outages.
• Managed SLA-driven incident escalations across Infrastructure, Network, Application, and Vendor teams.
• Prepared weekly and monthly MIS dashboards covering SLA, KPI, MTTR, incident trends, and service performance metrics.
• Conducted RCA reviews and preventive action tracking to reduce recurring incidents and improve operational stability.
• Ensured rapid service restoration and business continuity during high-severity infrastructure incidents.

TECHNICAL SPECIALIST - HCL Technologies Ltd - Chennai

(2014-01 - 2016-06)

Administered Windows Server 2008/2012, Active Directory, DNS, and VMware environments; provided ITIL-aligned incident support and managed patch compliance using WSUS and SCCM.

SENIOR SPECIALIST - HCL Technologies Ltd - Chennai

(2012-12 - 2013-12)

Delivered Windows Server administration and infrastructure support, handled escalated incidents, performed root cause analysis, and contributed to reducing repeat ticket volumes.

SYSTEM ADMINISTRATOR - SOS Online Backup Pvt Ltd - Chennai

(2007-12 - 2012-11)

Managed Dell and HP server environments, Windows Server 2003/2008 administration, Active Directory, DNS, DHCP, and backup infrastructure.

Diploma - Electronics and Communication Engineering

Advance Diploma - Computer Hardware Servicing and Networking

Diploma - Microsoft Networking Technologies