• Leading a comprehensive IT function supporting over 260 locations across India, encompassing Cloud (GCP/AWS), Data Centers, Networks, and End-user IT.• End-user Support: Providing seamless IT infrastructure and service delivery for business operations.• Infrastructure Management: Monitoring and maintaining servers, networks, storage, databases, email (M365/GWS), and applications (dot Net, Apache, PHP, MySQL, MS-SQL, SharePoint, and Axapta 2012).• Vendor & Team Collaboration: Bridging between internal teams and vendors for efficient service delivery.• Strategic Initiatives: Contributing to IT strategy through stakeholder reviews & business-driven initiatives.• Technology Implementation: Integrating Cloud, VDI & mobile apps for improved efficiency.• Compliance & Availability: Ensuring compliance and high availability of all implemented IT services.• Process Optimization: Streamlining and enforcing processes for smooth service delivery and compliance.• Technology Evaluation: Evaluating and recommending relevant technologies for organizational adoption.

• Led a team providing technical support (AMC, On-Call, Warranty) across India.• Managed call resolution SLAs, tracked open/closed tickets, and monitored engineer performance.• Conducted weekly reports and monthly cross-divisional calls, discussing proactive plans and technical solutions.

Technical Support & Team Lead - Indian Railways (Chennai)• Monitored online train traffic applications and data centers across 32 pan-India divisions.• Led a technical support team, providing remote support for application, database, and storage servers.• Tracked call resolution SLAs, managed ticket lifecycle, and reported performance metrics to management.• Facilitated monthly cross-divisional calls to discuss proactive plans and technical solutions.