Hiren Joshi

I’m a Senior IT Infrastructure Manager with 17+ years of experience delivering remote and on-site L1–L3 support across enterprise environments in India, the GCC, and Europe. I’m the primary escalation point for complex incidents, and I lead distributed teams to maintain strong SLA compliance. I thrive in remote-first operations where fast, secure resolution matters.

I manage and modernize Windows Server and Active Directory, Microsoft 365 administration (including Azure AD), and endpoint environments using SCCM and Intune. On the infrastructure side, I support Cisco switching/routing and secure connectivity with IPSec VPNs, while working with Sophos and Cisco security controls. I also deliver hybrid cloud operations and migrations across AWS and Azure, with VMware and Hyper-V virtualisation.

I run ITIL v4-aligned ITSM practices for incident, problem, and change management, using Freshworks and ManageEngine, supported by tools like Kaseya (RMM). I manage NOC-style operational discipline through KPI dashboards, RCA, and continuous process improvement. I also keep governance and security frameworks front and center through ISO 27001 alignment and GDPR-aware practices, including BCP/DR planning.

In my recent role, I improved ITSM SLA adherence and coordinated DR tests with runbooks and compliance reporting. Earlier, I migrated production workloads to AWS (EC2, RDS, S3), cutting hardware maintenance costs by 35% and improving scalability, while driving cybersecurity uplift with Cisco ASA and Sophos—achieving zero major security incidents over two years. I’m equally comfortable rolling up sleeves, as shown by deploying SCCM to 1,200+ endpoints and reducing desktop support tickets by 35% through automated patching and software distribution.