Gautham Shetty

CEO

Karnataka, India15 yrs 5 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Led cross-functional teams to optimize operational workflows.
Implemented risk management frameworks reducing operational risks.
Achieved high customer satisfaction through effective incident management.

Stackforce AI infers this person is a Senior Operations and Incident Management professional in IT Services.

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Skills

Core Skills

Operations ManagementProject ManagementIncident ManagementService Level Agreements (sla)Application MaintenanceTechnical SupportCustomer ServiceTechnical SalesClient Relations

Other Skills

Active DirectoryAzure Active DirectoryBrand ManagementBudget ManagementBusiness DevelopmentBusiness ProcessBusiness Process ImprovementBusiness Process Outsourcing (BPO)Complaint ManagementCustomer Relationship Management (CRM)Digital TransformationEnterprise Resource Planning (ERP)Escalation ResolutionEscalations ManagementGoogle Analytics

About

With 13 years of extensive experience in IT Operations and Management, I bring a proven track record of excellence in operational management, project execution, and incident resolution. As a Senior Escalation Engineer, I have demonstrated expertise in leading high-performing teams to deliver exceptional IT services while ensuring operational efficiency and fostering continuous improvement. My experience in project management includes overseeing complex initiatives from conception through successful completion, adhering to tight deadlines and budget constraints. I excel in incident management, adeptly resolving critical issues to minimize downtime and safeguard business continuity. Furthermore, my strong focus on Service Level Agreement (SLA) management ensures service delivery meets or exceeds business expectations and compliance requirements. With a strategic approach to leadership and a commitment to operational excellence, I have consistently driven customer satisfaction and achieved measurable results in challenging and dynamic environments. I am highly competent at evaluating, developing and implementing processes and procedures to deliver an efficient and effective service in order to minimize operational, financial and reputation risk. I am also an effective communicator with excellent interpersonal, negotiating and influencing skills Regards G.S

Experience

Connectia technology

Head of Operations

May 2024 – Present · 1 yr 10 mos · On-site

Directed company-wide operations, aligning strategic goals with execution plans to deliver consistent business growth and operational efficiency.
Owned Profit and Loss management with responsibility for budgeting, cost optimization, and revenue targets, ensuring sustainable profitability.
Spearheaded multi-departmental leadership—including sales, technology, HR, finance, and client delivery—to ensure cross-functional synergy and smooth execution of business objectives.
Optimized operational workflows by introducing process automation, KPI-driven performance monitoring, and data-led decision-making, improving efficiency by [X]%.
Oversaw large-scale project delivery, from scoping to execution, ensuring adherence to timelines, budgets, and quality standards across diverse technology and service portfolios.
Negotiated and managed vendor, partner, and client relationships to secure favourable terms, strengthen alliances, and drive long-term growth.
Implemented risk management and compliance frameworks to meet regulatory, cybersecurity, and industry standards, reducing exposure to operational risks.
Led talent acquisition, training, and retention initiatives, building high-performing teams and fostering a culture of accountability and innovation.
Drove digital transformation initiatives, leveraging technology to modernize operations, improve scalability, and enhance client experience.
Prepared and presented quarterly and annual business performance reports to the board, translating operational data into actionable insights for strategic decision-making.

Operations ManagementProject ManagementVendor ManagementRisk ManagementDigital Transformation

Bahwan cybertek

Senior System Engineer / Service Delivery & Operations

Jun 2023 – Apr 2024 · 10 mos · Bengaluru, Karnataka, India · On-site

Oversee and manage end-to-end service desk operations for Maurices, encompassing POS
support, infrastructure support, and VOIP support.
Implement robust incident management processes, ensuring timely resolution of issues and
adherence to defined SLA standards.
Develop effective escalation procedures for swift issue resolution, maintaining seamless
operations.
Major Incident Management, CCO control.
Bridge support and Documentation.
Root cause analysis and incident management.
Prioritize and lead the management of high-priority incidents, ensuring quick response and
resolution to minimize business impact.
Spearhead a dedicated team, providing guidance, mentorship, and fostering a collaborative
environment.
Drive team performance, ensuring alignment with organizational goals and maintaining high
standards of service delivery.
Facilitate incident bridges, coordinating multiple teams to address issues based on severity,
enhancing collaboration, and expediting problem resolution.
Establish and enforce Service Level Agreements (SLAs), monitoring and ensuring adherence
to performance metrics for all support functions.
Drive continuous improvement initiatives within the service desk and infrastructure teams,
optimizing processes to enhance efficiency and service quality.
Develop comprehensive reports on incident trends, team performance, and key metrics for
management review.
Maintain thorough documentation of processes, procedures, and troubleshooting guides to
facilitate knowledge sharing within the team

Incident ManagementService Level Agreements (SLA)Root Cause AnalysisMajor Incident Management

Connectia technology

Head of Operations

Nov 2014 – Feb 2023 · 8 yrs 3 mos · Mangaluru, Karnataka, India · On-site

Managing an application portfolio and associated projects.
Identifying opportunities for application optimization, redesign, or process improvement – focused on collaboration systems and internal tools.
Addressing the various needs, concerns, expectations of stakeholder groups in planning and executing projects, meeting project requirements and creating project deliverables.
Building a strong technical culture around our business systems that emphasizes technical excellence, rapid iteration, strong security, and frictionless user experiences.
Leading teams of IT specialists in the implementation and upgrading of network hardware and software.
Monitoring the roll-out of new software applications to ensure there are no problems on client or user end and implement failsafe protocols during deployment or production of the software or product.
Close coordination with on-shore and off-site, technical hardware team, DB team, Server team and other important architecture elements of the software deployment and maintenance teams.
Ensure compliance with local and international laws for finances, businesses, e-mail migration, data protection and server management for self and client co-ordination.
Manage application maintenance outsourcing & software contract agreements; Implement and monitor standards around scope management, financial management, service level agreements (SLA), ensure compliance to mitigate risk, increase service/business Impact & reduce costs.
Manage contracts and relations with customers, vendors, partners and other stakeholders and be in touch with B2B clients for direct requirements and services for Volume licenced Email and Server requirements.
Evaluate risk and lead quality assurance efforts
Oversee expenses and budgeting to help the organization optimize costs and benefits.
Work cross-functionally with a variety of teams including Analytics, Category Management and Forecasting

Project ManagementApplication MaintenanceStakeholder Management

Mphasis

Senior Technical Head

May 2012 – Sep 2013 · 1 yr 4 mos · Mangalore Area, India

Responsible and resolved Complex, Technical customer issues.
Coordinate sales forecasting, planning, and budgeting processes.
Proactively monitored and strived to maintain high levels of quality, accuracy, and process consistency.
Upselling and marketing of BOA based services to employees of the bank and pre-pitching of insurance.
Attended and assisted approx 50 – 60 Employees everyday on outbound and inbound calls.
Accountable for accurate and on-time reporting essential for business decisions.
Target Oriented: Achievement of strategic objectives defined by management.
Proficient with AD(Active directory), MAXIMO, MS office, Outlook, Lotus notes, Microsoft OS (98,2000,XP, Vista & Windows 7/8), VPN (Virtual private network), HVD(Hosted virtual desktop) , CITRIX, Working on mainframe applications, Parallel computing , Remote software’s, Installation of various software’s/drivers by remote and also on networking and software technical support on Windows platform.
Identified and provided inputs on unique (or) recurring customer problems, specific Tools (Process related), Troubleshooting Procedures & Provided Knowledge base (Fast Forward) feedback at all appropriate times to Operation (TL and OPS).
Experienced with Hardware and Software issues and capable of working in Win XP, Windows 7, Windows Vista and MAC OS (If required).

Technical SupportCustomer ServiceSales Forecasting

Accentrix it & bpo solutions

Technical Sales Specialist

Mar 2009 – Apr 2012 · 3 yrs 1 mo · Bengaluru, Karnataka

Responsible and resolved Complex, Sales, Technical customer issues.
Responsible for pre-sales technical support.
Responsible for up selling and sales of Windows products as well as offers for ISP’s like MSN / AT&T / Verizon.
Marketing and promotion of Microsoft based products and support for Windows based products for users within DELL / Lenovo /HP.
Attended and assisted approx 80 – 100 End Users everyday on outbound and inbound calls.
Meet sales financial objectives by forecasting requirements for self and others.
Proficient in interaction and support of END USERS (Customers / Clients) from the US / UAE / Europe and Asia.
Client data gathering, documentation and technical service order entry.
Mentoring and teamwork with new and associate's.
Participated in partner training program's.
Maintained/built relationships with other groups / Local support to provide SALES / HARDWARE and Onsite Sales / technical support for the CLIENT, in case of scenarios of MASS OUTAGES, where business and revenue gets impacted for our clients.