IT Service Delivery & SLA Management, IT Infrastructure & Operations

Burhan Kaifi

***************@*****.*** • +91-722******* • New Delhi, India • linkedin.com/in/burhan-kaifi- 714110 b SUMMARY

Results-driven IT Infrastructure & Operations Leader with 17+ years of experience in IT Infrastructure, IT Service Delivery, and Operations Management. Expertise in managing enterprise IT environments, optimizing service delivery, and ensuring compliance with security policies. Proven ability to lead cross-functional teams, manage vendor relationships, and drive cost-

effective IT solutions for business growth. Experienced in ERP implementation, network security, identity & access management, and cloud solutions.

EXPERIENCE

Surgical Care Affiliates, Assistant Manager - IT

Jul 2023 - Feb 2025

Managed IT infrastructure & service delivery for 2 business units & a data-center. Led a 5-member IT team, ensuring 24/7 IT support for remote and on-site users. O365, Azure management, cloud telephony, and security compliance. Network planning, Asset life-cycle, and vendor management strategies to optimize costs. Conducted IT security audits, ensuring adherence to compliance frameworks. Handling of major incident management and coordination with MSP. Delhivery Ltd., Assistant Manager - IT

Aug 2021 - Jun 2023

Supervised IT operations across 28 FC, 6 hubs, and 583+ distribution centers. Led a team of 30+ IT engineers, overseeing network & IT operations. Improved service delivery efficiency, reducing downtime by 30% Spearheaded IT budgeting and vendor management, optimizing operational costs. Collaborated with MPS & internal NOC, Service Desk, and IT Infra teams for project roll-outs. BIPS Systems Ltd., Service Head - IT

Dec 2018 - Jul 2021

Directed IT projects & service delivery across multiple client locations, PAN-India. Led a 25+ member technical team, ensuring 24/7 support & service optimization. Designed and applied IT policies, SOPs, and compliance frameworks. Conducted weekly performance reviews to enhance service efficiency. Optimized IT resource allocation, reducing costs by 20% with 99.9% up-time. NLMK India Service Center Pvt. Ltd, Assistant Manager - IT Aug 2015 - Sep 2018

Led IT infrastructure operations, ensuring 99.9% system up-time. Oversaw LAN/WAN, VPN, and Firewall security for the enterprise. Office 365 & G-Suite administration, improving productivity. Implement ERP modules (HR, MM, PP, QM) to streamline business processes. Collaboration with MSP and Corporate offices for support services. ISSC, SGI, Software Maintenance Engineer / L&D System Administrator May 2010 - Apr 2015

Led technical support, asset management, and IT audits. LMS (Moodle) administration of online teaching & learning platform. Supervised ERP (TCS ION) deployment, improving data management efficiency. Lifestyle International Limited, Max Retail Division, IT Executive May 2007 - Apr 2010

Coordination with R.O. for the solution and support of the entire infrastructure (computer hardware, application, and network) at the store and cluster level.

Administration, monitoring, up-gradation, configuring, scheduling, testing & troubleshooting of services. Administration of Point of sale and Back office Server operations for regular scheme/discount updates. EDUCATION

Sikkim Manipal University M.Sc (Computer Science)

DOEACC Society A Level ( PGDCA )

Dr. B. R. Ambedkar University B.Sc

LICENSES & CERTIFICATIONS

Cisco Certified Network Associate Security (CCNA)

Networxx • NW-000843 • Issued Mar 2013

ITIL® v3 Foundation

AXELOS Global Best Practice • GR750140061BK • Issued Dec 2014 SKILLS

IT Service Delivery & SLA Management • IT Infrastructure & Operations Management • Cyber Security • IT Security, Surveillance & Monitoring Management • Leadership, Team Development & People Management • KPI & Engagement Management • Budgeting & Asset Management • Vendor-management • ITIL Process Implementation with GRC • Cloud platform, 0365 & Teams • IT Projects & Infrastructure Development • Client Relationship & Continuous Improvement

HONORS & AWARDS

Workshop on ERP Solution ( PARAM ) under NME ICT

Dayalbagh Educational Institute • Jul 2011

Active participation in workshop of first Open Source ERP Solution Developed by IIT Delhi Microsoft faculty connect summer symposium

Microsoft • Jun 2012

Active participation in adopting Microsoft technologies for skill development and modernization of the business model.

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