Executive Leadership

Karthik
M V

Senior IT Service Management & Customer Security Operations Leader

22+ years driving enterprise resilience across banking, telecom, and global technology environments. Recognized for building high-performing operations teams, strengthening regulatory compliance, and leading mission-critical infrastructure transformations. Known for decisive leadership during crisis situations and delivering measurable cost optimization exceeding $100K USD.

Contact View Career
Bengaluru, India +91 9845574044
Karthik M V
Karthik M V
IT Operations & Security Leader
22+
Years
41
Team Size
$100K+
Cost Saved
100%
SLA Record
22+
Years Leadership
99.7%
Response Rate
35%+
Storage Optimized
30%
Faster Recovery
Career Journey
Work Experience
Customer Security Operations Manager
Tata Communications
Aug 2023 – Present
  • Provide strategic leadership for multiple high-value banking engagements ensuring regulatory alignment and operational resilience
  • Lead and manage a distributed team of 41 professionals across Chennai, Bangalore, and Mumbai covering security ops, cloud, databases, and infrastructure
  • Drive daily governance improving response rates from 67% to 99.7% and resolution rates from 86% to 98%
  • Chair Major Incident Management bridges ensuring rapid service restoration through structured escalation
  • Govern Change Advisory Board processes with detailed risk and impact assessments
  • Oversee Data Center and Disaster Recovery compliance aligned with RBI standards
  • Present Monthly Service Reviews and Quarterly Business Reviews to senior client leadership
★ Key Achievements
  • Delivered infrastructure cost optimization exceeding USD $100,000 through storage consolidation and license rationalization
  • Reduced storage footprint from 111 TB to 72 TB, improving utilization efficiency by 35%+
  • Successfully executed critical ESXi upgrades across DC and DR environments
  • Achieved 100% SLA adherence with zero regulatory non-compliance in all audits
  • Led successful lift-and-shift migration of on-premise workloads to AWS EC2
  • Secured ₹1.4 crore AMC contract for servers and storage infrastructure
Software Development Advisor
NTT Data
Nov 2022 – Aug 2023
  • Led 13-member Service Desk operation supporting EMEA and Emerging Markets
  • Established structured knowledge management embedding root cause analysis into centralized KB framework
  • Developed executive reporting dashboards using Power BI for SLA performance and risk exposure
  • Acted as escalation authority for customer complaints coordinating cross-tower resolution
★ Key Achievements
  • Improved first call resolution by 18% through structured knowledge enablement
  • Reduced repeat incidents by 22% by institutionalizing problem management cycles
  • Strengthened client reporting transparency improving customer satisfaction scores
Lead Consultant
Wipro India Pvt Ltd
Apr 2019 – Nov 2022
  • Designed enterprise Major Incident and Problem Management frameworks aligned to ITIL best practices
  • Established Global Command Center model to centralize crisis response and accelerate recovery
  • Delivered governance advisory for Cloud and Data Center programs ensuring compliance
  • Partnered with account leadership to protect revenue while identifying operational efficiencies
★ Key Achievements
  • Improved major incident recovery time by 30% through command center standardization
  • Enabled consistent SLA performance above 99% across managed portfolios
  • Zero customer complaints and zero audit non-compliance across all engagements
Service Availability Manager
IBM India Pvt Ltd
Sep 2010 – Apr 2019
  • Directed 24/7 service availability management across enterprise server estates
  • Led Severity 1 crisis governance ensuring rapid triage and executive communication
  • Conducted structured service improvement reviews with clients
★ Key Achievements
  • Reduced recurring high-severity incidents by 25% through disciplined root cause governance
  • Delivered seamless regional account transition within EU cluster without disruption
Earlier Career
Technical Consultant
Hewlett Packard Pvt Ltd
Jul 2006 – Aug 2010
Technical Support
Sutherland Global Services
Oct 2005 – Jun 2006
System Administrator
ASAI Technologies
May 2002 – Sep 2005
Initiatives
Key Projects
Banking Infrastructure Optimization
Led enterprise storage rationalization and backup licensing optimization delivering cost savings exceeding $100K USD while strengthening compliance controls.
VMware ESXi Modernization Program
Directed full lifecycle upgrade across Data Center and Disaster Recovery environments for regulated banking client ensuring operational continuity.
AWS Migration Program
Executed structured migration of on-premise workloads to AWS EC2 platform improving scalability and resiliency posture.
DR Regulatory Compliance
Governed quarterly Data Center and Disaster Recovery drills aligned with RBI mandates achieving zero audit findings.
Competencies
Skills & Expertise
Security Operations Leadership
ITIL Governance & Service Excellence
Major Incident & Crisis Command
Change Advisory Board
Release & Deployment Oversight
Banking Infrastructure Compliance
Data Center & DR Strategy
Cloud Migration & AWS
VMware Optimization
Backup & Storage Rationalization
Capacity Planning
SLA & OLA Governance
Root Cause Analysis
Executive Stakeholder Engagement
Regulatory Risk Management
Vendor & Partner Governance
Cross-Functional Team Leadership
Operational Cost Optimization
Credentials
Certifications
📋
ITIL Foundation V3 & Intermediate Service Operations
🏛
COBIT 5 Foundation
☁️
Professional Cloud Service Manager (CCC Cloud Computing)
🔄
PRINCE2 Agile Foundation & Practitioner
🔍
ISO 20000 Internal Auditor for IT Service Management
Qualifications
Education
MBA – Systems & Marketing
2002
Bachelor of Engineering
1999