Karthik Jayaraj

Role Summary: Transitioned & Owned service delivery and operations for enterprise
infrastructure towers, driving stability, risk reduction, and security posture improvement
through disciplined governance and client engagement.
Scope: Wintel | Active Directory | Linux | Citrix
• Drove patch governance and remediation discipline, improving patch compliance from
45% to 95% across the environment.
• Reduced Linux security exposure by bringing vulnerabilities down from ~90K to ~300+
and improved Wintel posture to near-zero patchable vulnerabilities, month-on-month.
• Ensured no patchable servers remained unaddressed—every exception was tracked,
analysed, and escalated through risk forums with documented decisions and ownership.
• Reduced operational disruptions by bringing P1/P2 incident volumes from double digits
to zero in recent months through root-cause focus and preventive actions.
• Supported application migrations and server decommissioning activities, helping reduce
the data center footprint by decommissioning servers post-migration.
• Led and aligned multiple infrastructure teams using process and governance as the
backbone (reviews, escalation paths, compliance tracking), ensuring seamless and
uninterrupted support.
• Managed client communications, operational reviews, and risk governance forums,
ensuring transparency and timely decision-making across stakeholders.

Role Summary: Managed a data center decommissioning program by migrating
applications and databases, coordinating global stakeholders for planning, execution, and
stabilization.
• Led data center decommissioning activities by driving application and database
migrations to target environments.
• Coordinated with client stakeholders across multiple geographies to plan schedules,
manage dependencies, and execute migrations with minimal disruption.
• Maintained governance across milestones, risks, and issues; ensured timely follow-ups
and clear communication for delivery success.
• Supported transition, cutover coordination, and post-migration stabilization activities to
ensure operational continuity.
• Maintained transition risks/issues log and ensured timely follow-ups for closure and
stabilization.
• Established SLA/KPI baseline reporting and supported governance reviews to track
performance and risks.
• Defined and validated support processes, escalation paths, and communication matrix
to ensure uninterrupted service.
• Aligned stakeholders on scope, timelines, dependencies, and cutover readiness across
teams.
• Planned and executed transition activities including knowledge transfer, service
acceptance, and operational readiness checkpoints.

: Transformed data center operations by restructuring service desk and
delivery teams to establish a high-efficiency support model .Supported transition and
service delivery activities to enable a smooth handover, establish operational readiness,
and stabilize early-life support with clear governance and client/stakeholder coordination.

Role Summary: Owned service delivery, governance, and operations across production
support, enhancements, transitions, and continuous improvement for high-visibility digital
platforms.
• Translated business strategy into operational execution by mobilizing resources and
delivering outcomes within timelines.
• Managed cloud migration initiatives (AWS/Azure) from pre-sales planning to
implementation and post-go-live support.
• Managed production support, enhancements (Agile), product launches, process
definition, and production readiness/transition to ensure stability and speed of delivery.
• Owned problem management for high-profile issues; ensured structured RCA and
corrective/preventive action tracking with learnings shared.
• Produced leadership-ready operational reporting; maintained documentation under
specified security controls and shared insights with senior leadership.
• Led hiring, goal setting, conflict resolution, and training plans; developed technical and
behavioral capability across the team.
• Ensured developers and infrastructure teams collaborated effectively on blockers and P1
tickets through clear escalation and ownership.

Role Summary: Led IT Service Desk and Command Center operations with SLA
governance, global stakeholder coordination, and continuous improvement across regions.
• Managed service delivery aligned to SOW, business policies, and operational guidelines
to meet customer satisfaction and performance targets.
• Recruited, trained, and transitioned service desk resources to production; established
performance standards and quality monitoring.
• Owned incident escalation and problem coordination, ensuring timely resolution and
appropriate stakeholder escalation.
• Ran weekly/monthly performance reviews and continuous improvement plans to
strengthen SLA consistency and operational maturity.
• Coordinated with contractors, third parties, and internal teams supporting IT services
across US, EMEA, and APAC regions.
• Supported DR/BCP planning and periodic reviews to strengthen resilience and readiness.
• Led Hyderabad ITSD center (80 agents + 8 leadership) and ensured consistent metrics;
administered scheduling/capacity planning for 200+ personnel across centers.
• Exposure to security technologies/controls: Check Point firewall and DLP; delivered
projects using Agile/Scrum with on-time quality outcomes.

Role Summary: Led technical support operations and quality coaching to improve
customer experience and performance metrics for Microsoft support programs.
• Led a team of 14 help-desk executives and ensured consistent performance against SLA
targets.
• Conducted call monitoring and coaching to improve First Call Resolution (FCR) and Total
Problem Resolution (TPR).
• Used Avaya call statistics to minimize abandon rate and improve queue performance
and responsiveness.
• Supported creation of an internal technical help site for associates to improve
knowledge reuse and speed of resolution.
• Received advanced product training on Windows Vista from Microsoft teams and worked
with international exposure (Seattle/Redmond).

provide support and service to hp computers to a lot of clients

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