Satyaprasad Sai Kiran
Cary,NC
Summary
Dynamic IT Infrastructure Executive with over 25+ years of experience in leading high-performance Teams supporting IT Operations, Data Center, IT Service Management, Operations Command Center / NOC, with a Proven track record of enhancing customer satisfaction, reducing incident resolution times, and leading cross-functional teams in high-pressure environments. Adept at leveraging innovative solutions and automation to drive continuous improvement and operational efficiency. CCNA, ITIL & CDCP Certified (Certified Data Center Professional).
Overview
24
24
years of professional experience
2
2
years of post-secondary education
3
3
Certifications
Work History
IT Infrastructure & Operations Leader
DXC Technology
08.2023 - Current
- Global IT Infrastructure Unified Command Center
- Mission Critical Facilities Monitoring
- Major Incident Management
- Problem Management
- Regional IT & Business Escalations Leader
- IT Infrastructure Communication to Executive Leadership Team
- Global IT Service Desk
- Automation & Digital Transformation Initiatives
- Streamlined operations by identifying inefficiencies and implementing process improvements
- Supporting Compliance and Audits
- Enhanced team productivity with effective communication, collaboration, and training initiatives.
- People & Budget Management
- Assessed performance gaps within teams by conducting regular evaluations to identify areas requiring additional training or coaching interventions for optimal results delivery outcomes within deadlines set forth by corporate mandates.
- Reduced expenses for the department by optimizing resource allocation and eliminating redundancies.
- Championed cost-saving initiatives that resulted in significant savings without compromising service delivery standards or employee satisfaction rates through careful analysis of operating expenses, renegotiating contracts with suppliers where necessary
IT Infrastructure & Service Management Consultant
Acumenz Consulting
12.2022 - 08.2023
- IT Infrastructure Managed Services Engagements
- IT Service Management
- CXO interactions
- IT Outsourcing
- IT Operations Command Center
- Network Operations Center
- Professional Services Engagement
- Conducted regular reviews of process documentation, updating as needed to maintain alignment with industry standards and best practices.
- Mission Critical Environment Monitoring
- Developed customized service management strategies tailored to each client''s unique needs, resulting in increased efficiency and productivity.
- Fostered strong relationships with key decision-makers within client organizations, positioning our consultancy as a trusted partner in achieving their strategic goals.
- Delivered measurable improvements in incident and problem resolution times for clients by implementing targeted process enhancements.
- Implemented IT service management tools, enabling more effective tracking of incidents, requests, and changes.
IT Infrastructure Service Delivery
Sonata Software North America
01.2022 - 12.2022
- Account Management and Managed Services Delivery
- Clients in the Life Sciences and Energy Sectors
- Bring in Innovation to existing delivery engagements through transformation, Digitization etc
- Automation
- Metrics Driven Operations
- Led Initiatives - Proactive to Preventive ; Preventive to Predictive
- Incident Management
- Problem Management
- Change Management
Vice President - IT Service Delivery
IOPEX Technologies
01.2021 - 12.2021
- Recruited to assemble a team for the start-up company in a challenging environment for niche roles, hiring and onboarding a 60-member TAC Team within 2-months with 15 in Poland and 45 in India
- Accelerated hiring, expanding the organizational ability to support more clients, generating a $1M annual revenue
- Established an in-house training center, meeting the needs of current and future staffing requirements while ending the need to outsource training, reducing cost, and improving the margin by 8%
- Implemented innovative ways to hire needed staff, pulling from universities and colleges to convert into actual employees
- Recognized areas of qualified automation opportunity, accomplishing more with fewer people, creating a $500K annual uptick pipeline
- Assisted clients in setting up Automated Center-of-Excellence, providing resources for the establishment from ideation to plan to execution
- Delivered a high level of Quality-of-Service Delivery, achieving a position to potentially take over the U.S
- Operations from the incumbent
- Tools & Platforms: ServiceNow, NeXT think, Dynatrace, Grafana, Microsoft 365, AppDynamics etc
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
- Leveraged technology to automate workflows and streamline processes, resulting in increased productivity and cost savings across the organization.
Director, IT Infrastructure & AMS Service Delivery
Infosys Limited
01.2018 - 12.2021
- Responsible for the IT Managed Services contracts across application portfolios, including Finance, Supply Chain, Marketing, Sales, etc., Client Relationship Management, and Delivery, translating to $72M annual revenue
- Directly responsible for a large-scale IT support organization upwards of 200 FTEs and 1700 contractors, building a Global Support Team with IT service management capabilities, covering IT delivery centers in the U.S., Poland, and India
- Implemented innovative service improvement initiatives “Ideation to Execution,” driving CSAT improvement from 3.1 to 4.2, and generating qualified uptick pipeline opportunities producing a 6% revenue increase YoY
- Utilized alliance partners to improve go-to-market, growing qualified pipeline for licensing deals and system integration opportunities
- Developed and implemented an employee incentive focused program, increasing employee satisfaction and strengthening retention from 12% to 6%
- Tools & Platforms: ServiceNow, NeXT think, Dynatrace, Grafana, Microsoft 365, AppDynamics, Salesforce CRM etc
IT Service Delivery Leader (GSE) - ITSM & AMS
Cisco Systems
01.2010 - 12.2018
- Directly responsible for a large-scale IT support organization, building a Global Support Team with IT service management capabilities, covering IT delivery centers in the U.S., Poland, and India
- Oversaw the hiring of 200 FTEs, 100 in India, 80 in the U.S., and 20 in Poland, completing the team within 18-month
- Secured the ability to provide 24/7 coverage for 200+ applications (80 business-critical) within 12 months, propelling organizational growth
- Negotiated strategic external vendor contracts, providing the ability to successfully manage 240K incidents annually, lowering cost per incident from $220 to below $100
- Led Cisco’s Financial Close War-Room for 25 quarters, driving collaboration and communication to ensure organizational success
- Managed the vendor spend of $120M annually for 22 vendors, ensuring cost optimization and vendor performance
- Reduced the Mean Time to Repair, decreasing the time from 7 days to less than 2-days for 90% of the incidents
- Transitioned to Automated Ticket Routing, producing in improvement in accuracy of incident assignment from 25% to 80%
- Initiated the Centralized Service Desk, leading to further cost-optimization and directly improving customer satisfaction
- Analyzed options and negotiated contracts, delivering robust savings of $50M (Spend Reduction from $120M to $50M within 5-years)
- Strategically lowered the vendor headcount from 1700 to 1200 over 5-years, generating a cost reduction of $5M annually
- Datacenter Migration - Project Managed 500+ Servers and other Infrastructure equipment within Record time without any major issues reported and least impact to business
IT Operations Command Center Manager - ITSM
Cisco Systems
01.2007 - 12.2010
- Established and led India based IT Command Center, providing 12/7 coverage for 12K P1/P2 Business Critical IT Resources
- Assembled the IT Command Center on the Bangalore Cisco Campus, establishing operations within less than 4-months
- Fast-tracked training in both India and the U.S., hiring and fully training all IT Operations personnel within 4-weeks
- Addressed various vendor performance issues, negotiating the transition from the incumbent vendor to a new vendor
- Provided high quality and reliable coverage within 18-months, resulting in the achievement of 16/5 and 24/2 coverage from India
- Directed Disaster Recover Scenarios 3 times within 2-years, achieving a full operational take-over from Bangalore within a record 30 minutes - one of which was a Complete production Datacenter down due to power related issue - restored complete operations within 72 hours
- Implemented a high focus on problem management, initiating a reduced P1/P2 Incident Quarterly volume by 20% in 4 quarters
- Tools & Platforms: Remedy, ServiceNow, Homegrown Monitoring Tools (EMAN), Dollar Universe (Job Scheduling & Monitoring) etc
IT Support Roles @ Various Companies
01.2001 - 12.2010
- Optimum solutions – Singapore – Problem Manager
- Unisys India Pvt Ltd – Bangalore, India – Incident Management Lead
- Network Solutions India Pvt Ltd – Bangalore, India – Operations Command Center Lead
- Wipro Infotech (Kumdev Computers) – Bangalore India – IT Support Site Engineer
Education
Electrical Engineering -
Karnataka Institute of Engineering Technology
Bangalore, Karnataka, India 06.1989 - 06.1991
Skills
- Major Incident Management
- Mission Critical Environment Operations
- Datacenter Operations
- Digital Workplace/End User Computing
- Platform Infrastructure
- End to End Functional Applications
- Cloud Technologies
- SaaS Managed Services
- Data Driven Continuous Improvement Initiatives
- Business Continuity Planning
- Executive Presence
- People Management
- Vendor Supplier Management
- Global Cross-functional Collaboration
Websites
Societies And Associations
- Society for Information Management – Research Triangle Park (North Carolina Chapter – Member)
- Executive Roundtable of North Carolina – Member
Awards
- Cisco IT Champion Award
- Cisco Globalization IT Polaris Manager Award
Professional Highlights
- Leader for Major Incident Management & Problem Management, Escalation Handling, Shift Left, Continuous Improvement, Metrics Driven IT Operations, Automation & Innovation
- Recruited to assemble a team for the start-up company in a challenging environment for niche roles, hiring and onboarding a 60-member TAC Team within 2-months with 15 in Poland and 45 in India
- Responsible for the IT Managed Services contracts (ITSM) across application portfolios, including Finance, Supply Chain, Marketing, Sales, etc., Client Relationship Management, and Delivery, translating to $72M annual revenue
- Analyzed options and negotiated contracts to implement various outsourcings, providing a robust savings reduction from $120M to $50M within 5-years
- Established and led India based IT Command Center (ITSM), providing 12/7 coverage for 12K P1/P2 Business Critical IT Resources
- Secured the ability to provide 24/7 coverage for 200+ applications (80 business-critical) within 12 months, propelling organizational growth
- Directly responsible for a large-scale IT support organization including IT Operations Command Center, Incident & Problem Management - Team upwards of 200 FTEs and 1700 contractors, covering IT delivery centers in the U.S., Poland, and India
Affiliations
Society for Information Management
Executive Roundtable
Certification
ITIL
Timeline
CDCP
01-2025
IT Infrastructure & Operations Leader
DXC Technology
08.2023 - Current
IT Infrastructure & Service Management Consultant
Acumenz Consulting
12.2022 - 08.2023
IT Infrastructure Service Delivery
Sonata Software North America
01.2022 - 12.2022
Vice President - IT Service Delivery
IOPEX Technologies
01.2021 - 12.2021
Director, IT Infrastructure & AMS Service Delivery
Infosys Limited
01.2018 - 12.2021
IT Service Delivery Leader (GSE) - ITSM & AMS
Cisco Systems
01.2010 - 12.2018
ITIL
06-2008
IT Operations Command Center Manager - ITSM
Cisco Systems
01.2007 - 12.2010
CCNA
08-2003
IT Support Roles @ Various Companies
01.2001 - 12.2010
Electrical Engineering -
Karnataka Institute of Engineering Technology
06.1989 - 06.1991
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