Amar Hessa
@amarhessa
Service Delivery & IT Infrastructure leader improving SLAs, reliability, and modernization.
IndiaWhat I'm looking for
I’m a Senior IT Infrastructure and Service Delivery professional with 14+ years of experience leading enterprise IT operations, infrastructure support, and customer-facing service delivery. I focus on dependable availability, strong ITIL-aligned processes, and practical improvements that reduce downtime.
As Senior Manager – IT Infrastructure & Data Center Operations, I lead 24x7 enterprise data center operations for mission-critical banking infrastructure. I run Incident, Change, and Problem Management, coordinate vendors/OEMs/facility teams, and manage Windows Server administration across a hardened, compliant environment.
I drive operational reliability through continuous monitoring, KPI reporting, and service improvement. I maintain operational documentation, SOPs, audit evidence, and compliance reports, while supporting disaster recovery readiness, failover activities, capacity planning, and patch management. I also led enterprise infrastructure modernization (bank.in Project) with zero unplanned downtime.
I’ve managed and mentored teams, including leading a team of 10 support engineers and handling escalations during critical incidents. Earlier roles as Workload Manager and System Administrator strengthened my end-to-end delivery mindset—aligning workloads, meeting SLAs, improving processes, and delivering consistent customer support results.
Experience
Work history, roles, and key accomplishments
Senior Manager - IT Infra & DC
Bank of Maharashtra
Oct 2020 - Present (5 years 9 months)
Lead enterprise IT infrastructure and data center operations for mission-critical banking infrastructure, including 24x7 monitoring and incident/change/problem management. Coordinate vendors and facilities, drive server hardening/patch management, and manage disaster recovery readiness and KPI reporting.
Managed enterprise IT support operations across multiple customer accounts, ensuring SLA achievement and performance reporting. Allocated workloads based on priorities and coordinated cross-functional technical teams to improve operational efficiency.
Administered Windows servers and enterprise infrastructure, including system maintenance, monitoring, and capacity planning. Managed ticket-based issue resolution and created operational documentation and maintenance procedures.
Led a team of 10 support engineers, providing technical training and mentoring. Managed escalations during critical incidents and improved SLA compliance and customer satisfaction through knowledge base and documentation updates.
Delivered enterprise remote technical support, troubleshooting hardware, software, and operating system issues. Resolved incidents within SLA and coordinated business-critical escalations.
Provided technical support for HP hardware and Microsoft platforms, resolving customer incidents remotely. Configured wireless, networking, and software installations while consistently achieving high customer satisfaction and supporting elite support operations.
Education
Degrees, certifications, and relevant coursework
Medak College of Engineering
Bachelor of Engineering, Engineering
Earned a Bachelor of Engineering from Medak College of Engineering under Jawaharlal Nehru Technological University (JNTU).
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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