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Karunasagar Hiremath

Manager IT services, support & GenAI operations

Professional summary

Headed IT transformation through successful platform migrations, IaaS implementation & end-to-end IT implementation, software service delivery. Fostered a culture of innovation by leading R&D incubation labs and cultivated the ethical practices of Generative AI and analytics, ensuring GDPR and InfoSec compliance with over 17 years of hands on experience.

  • IT Services, support & operations: Responsibly supporting on requisition, incident and change management with hands on for close to 1000 employees in multiple Switzerland offices & led IT teams across 14 countries with a dedicated helpline rolling up to me with automated ticketing system for consulting services, infrastructure related projects and services in Microsoft Windows domain with 24x5 support on-call.
  • Cybersecurity & GDPR Compliance : Strenghtened the managed offices in Switzerland and offices in EU region and Completed ISO 27001, 27701 & ISO 9001 audit certifications for several sites. Over a decade of experience in driving the compliances and VAPT, cyber security controls.
  • IT deployment and tech migrations: Coordinated, tested & deployed capital IT assets, core network, security compliances , world class devices, user friendly applications, R&D engineering licenses & labs across 10 different countries.  Adopted ITIL v4 & Industry 4.0 work better techniques, system components & expanded secure & virtualization (ensuring GDPR compliance).
  • Strategic IT budgeting & global procurement : Implemented IT strategies aligned with best in class aligned to business goals. This includes vendor, partner & alliance consolidations.  Did full financial year forecasting and budgeting for Capital & Operational expenses for countries Switzerland(HQ), Germany, Belgium, Netherlands, France, Sweden, Czech Republic, Spain, Romania, United Kingdom, Poland, Singapore, Australia and Argentina.
  • Strong Analyst & Problem Solver: Ensured that timely resolution of requests, incidents and change tickets as per SLA. Navigated complex stakeholder environments (business, IT, customers, vendors) to drive results. Automated several processes resulting in 30% cyclic time consumptions.
  • Customer-Centric Approach: During Pandemic times adhered to stringent hygiene regulations and occupational safety standards of installation, provisioning, and support of hardware and software rollouts, ensured smooth transitions and minimal downtime.Built trust and ensured transparency in international assignments.

Detailed experience

Sept-2011Till today

Manager IT

Infosys Limited and subsidiaries

Served a key strategic role in IT to CXOs, aligning AI platforms, design inputs & operational logistics with business goals, resulting in a 40% growth in operations across 14 countries.

  • Spearheaded the IT landscape development for new office setups and modern workstations across multiple European sites, overseeing planning, procurement, capitalization, and deployment while ensuring optimized models and responsible, carbon-neutral e-waste treatment.
  • Led IT infrastructure modernization with MDT Laptop OS upgrades (Win10 to 11), network upgrades (MPLS to SDWAN) with zero downtime, resulting in 3 times the network speed with 60% cost savings and increased user satisfaction.
  • Managed the allocation of licenses for O365, Immersive AI features, responsible AI (ChatGPT, Copilot for business), Power Automate testing, and Azure VM sandbox provisioning.
  • Collaborated with Presales to review client agreements (MSA, RFP) and build partner alliances, achieving consolidated commercials and 25% cost savings.
  • Worked extensively on Active Directory & Identity Management (CyberArk), endpoint compliances (CyberGaze), and print, scan & copy multi-function installations.
  • Deployed DHCP, DNS, and on-premise server hosting with the latest Windows Server 2022.
  • Implemented cost-saving data management strategies including SharePoint migration, data space resurrection, and optimized storage methods (NAS Qtrees, ADCOP), resulting in cost avoidance and reduced overhead investments.
  • Co-implemented self-help portals for network access requests (FireEye, IAMS, ITL-D), automating metrics and SLA reports, reducing manual efforts. Enhanced automation in ticketing systems and SLA reporting metrics.
  • Demonstrated hands-on expertise in IT governance and compliance, certifying four countries with external audits (ISO 27701, 27001, 20000, pre-ISO 9001).
Nov-2006Aug-2011

Sr. Technical Executive

NTT Data Corporation (Previously Keane Inc.,)
  • Provided expert support for 25+ in-house technological modules, including DFS, NAS, clustering, Citrix, and Windows AD, both offshore and onsite, ensuring smooth operations and minimizing downtime.
  • Managed server health for 8,000+ servers, implementing proactive measures to optimize performance and maintain high availability.
  • Ensured result driven RFB & COB client meetings, turnover discussions, incident management, change management & capacity planning, effectively collaborating with business units to address client needs and ensure customer satisfaction.
  • Spearheaded the Enterprise Operations Center (EOC), utilizing tools such as WhatsUp Gold, Netflow Analyzers, and Nessus to monitor and manage uptime, optimization, security, and SLA/QoS compliance. Deployed security tools (Snort IDS, KIWICat), ensured network uptime and security controls.
  • Configured and monitored Cisco IP telephony & Polycom VC infrastructure, ensuring voice quality, voicemail functionality, call routing efficiency for audio visual services.
  • Maintained clear and concise documentation, facilitating ease of understanding and knowledge transfer among team members as part of SME responsibilities.
  • Consistently adhered to industry best practices and standards, ensuring the highest level of network and security performance.

Educational infromation

Hands on Industry knowledge and key skill sets

  • Information Technology: Automation, Cloud services, MS AD, DNS, DHCP, Clusters, O365 Windows Operation Systems (Clients & Servers), Linux
  • Mac, AV & IP telephony, NAS data storage, MSSQL, IT Governance, ISO certifications and GDPR compliances : Event support, All hands meet streaming & Auditing support
  • Organisation and operating models: People coaching, analytical management, Budgeting(Capex & Opex), Capacity planning and MIS reporting
  • IT service management: Service and process optimisation, BAU availability, Request, Incident & Change management, Procurement & Capitalisation
  • Vendor partner and alliance management, Empanelment, Managed service outsourcing and Merger & Acquisition program management
  • Service desk: Analyst manager, SLA reporting, quality of service and end point compliances, SOP and process documentation
  • Subject Matter Expert, active interview and IT induction panel member, Business continuity, cost optimisation and carbon neutral IT practitioner (member), IT induction & off boarding
  • Platforms and Tools: Hyper-V, VMWare, SharePoint, Cisco UCM, Poly AV services, Power BI, SAP purchase system, IaaS, PaaS, SaaS

Niché tools & platform associations

  • Chaos Engineering: Successful tests of deliberately injecting controlled failure into systems to identify weaknesses & improve resilience with BAU processes.
  • Ethical & Secure AI : Infusing, mentoring the ethical & controlled ecosystem in the corporate network when it comes to Gen AI & prompt engineering.
  • Cloud based IAMS : Zero Trust Security (ZTS) technique & Orchestration with PAM. 
  • IoT VAPT: Deployed the interconnected nature of the Internet of Things (IoT) landscape with fool proof controls.
  • Copilot, ChatGPT, Gemini : Controlled enablement at an enterprise level and usage of LLM for Increased efficiency, Improved knowledge access & Enhanced communication with a responsible & ethical approach.

Skills

CyberArk Azure & Identity, M365
Corporate workplace Commissioning, Consolidation

Capex & Opex budgeting

CyberGaze & VAPT compliances

Corporate resiliency

ITIL v3 & v4: Resolute practitioner

Stakeholder first approach

LLMs & Ethical practice: GenAI

Copilot, ChatGPT & Gemini

Distributed Systems: IAAS intranet hosting
Data Privacy, GDPR & BCMS:
External Audits: ISO, PCIDSS
People management & coaching

Appraisal & KPI measures

Language ability

English : Fluent 

German: B1 , pursuing B2

certifications

  • ITIL v4 hands on practitioner
  • Ethical Gen AI & Prompt engineering 
  • Microsoft Copilot, Power Automate
  • Diploma in computer applications

Award and achievements

Prestigious Landsgemeinde award from Stadt Kloten community for public project idea Bus stops with solar panels.