VIKAAS H SHAH

Led director-level oversight across infrastructure, ITSM, DevOps, unified communications and service delivery for a complex, multi-region technology environment. Connected enterprise continuity and modernization with measurable operating performance—turning fragmented support activity into a governed, data-led service model.

• Established ITIL-aligned service models, centralized helpdesk governance, preventive problem management and executive KPI visibility.
• Directed infrastructure lifecycle, capacity, backup, security hygiene, audit readiness and digital-transformation integration.
• Mentored 50+ professionals and aligned technology, HR, procurement and leadership around scalable growth.

Built and scaled the technology function from the ground up, combining managed services, cloud operations, infrastructure strategy and organizational leadership. Positioned IT as a business enabler rather than a support function, with service design and talent development working together.

• Institutionalized SLA-driven delivery, governance policies, cloud readiness and resource forecasting across Managed Services.
• Integrated technology with HR, client delivery and strategic planning, improving cross-functional efficiency by 40%.
• Created a high-performance culture rooted in accountability, documentation, mentoring and continuous improvement.

Operated at the intersection of site reliability, managed services and global client delivery in an environment supporting 1,500+ customers and more than 12,000 servers. Focused on availability, repeatability and the engineering discipline required to operate at scale.

• Protected availability across Microsoft Exchange, databases, backup platforms, network services and server estates.
• Standardized SOPs, trained junior engineers and embedded preventive engineering into daily operations.
• Converted recurring issues into durable documentation, monitoring and service-improvement practices.

Delivered advanced remote support for business-critical Microsoft environments, balancing rapid technical recovery with client communication and SLA discipline. This chapter strengthened the connection between deep troubleshooting and dependable service experience.

• Resolved complex Windows Server, backup, recovery and infrastructure incidents across remote customer environments.
• Maintained continuity through disciplined escalation, root-cause investigation and recovery planning.
• Improved service consistency through documentation and recurring-issue analysis.

Led round-the-clock NOC delivery across cloud-hosting and managed-service environments, becoming the escalation anchor for complex operational issues. Built early leadership experience through shift coordination, coaching and service accountability.

• Guided Tier-2 and Tier-3 engineers through daily escalations and customer-impacting incidents.
• Supported hosted platforms, compliance audits and internal systems development.
• Strengthened handovers, documentation and consistency across shifts.

Supported global technology operations within a security-focused enterprise environment, managing internal estates and customer-facing systems across time zones. Developed structured incident workflows that clarified ownership and improved operational response.

• Maintained internal technology and hosted customer environments with strong attention to stability and communication.
• Designed repeatable incident-flow diagrams and ownership paths.
• Built experience in supporting geographically distributed stakeholders.

Delivered systems, network and hardware support within a large global enterprise technology environment. Expanded technical breadth while learning the process rigor and customer expectations required at enterprise scale.

• Administered systems and networks while maintaining enterprise hardware and software.
• Resolved infrastructure incidents and supported reliable day-to-day operations.

Built the hands-on foundation of the career within a major telecommunications and digital-services environment. Learned ownership from the ground up through directory services, workplace support, network infrastructure and direct user engagement.

• Managed workstations, directory services, network cabling and user support.
• Developed the troubleshooting discipline and service mindset that shaped later leadership roles.