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Samson Chacko

@samsonchacko

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Senior IT infrastructure leader specializing in data center, IAM, and service desk.

India

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What I'm looking for

I am seeking a leadership role managing IT infrastructure or IAM teams in a collaborative, process-driven company that values reliability, security, and continuous improvement.

I am a senior IT infrastructure professional with 20 years of experience across IT infrastructure and BPO sectors, leading large teams in data center operations, global access management, and IT service desk functions.

At HCL Technologies I served as Senior Specialist (Team Leader/Manager) supporting a major US client, managing teams of 15–25 across service desk, IAM, and data center operations while ensuring SLAs, CSAT and 24/7 support.

My background includes hands-on technical support, incident and change management, IAM policy design and compliance, and maintaining global infrastructure availability. I have a strong track record in process development, troubleshooting, and cross-functional collaboration to minimize user impact from system changes.

I bring leadership, operational discipline, and a customer-focused mindset, with experience training teams, implementing access controls, and optimizing data center and NOC operations to deliver reliable, secure services.

Experience

Work history, roles, and key accomplishments

Senior Specialist - IT Infrastructure

HCL Technologies

Jan 2017 - Aug 2024 (7 years 7 months)

Led IT infrastructure teams across Data Centre Operations, Global Access Management and IT Service Desk for a US client (Performance Food Group), managing up to 25 staff and maintaining 24/7 service delivery and compliance from 2017–2024.

Data Center Operations Identity & Access Management Service Desk Team Leadership SLA Management Incident Management Change Management Monitoring

Senior Executive - IT Service Desk

Disys India Private Ltd

Feb 2016 - Feb 2017 (1 year)

Managed IT service desk voice and ticketing operations for multiple US clients, leading a team and ensuring SLA adherence, ticket lifecycle management, and first-level technical support from 2016–2017.

Service Desk Ticketing Systems Voice support Incident Classification SLA Management Remote Support Customer Service

Senior Technical & Customer Support Engineer

Sutherland Global Services

Dec 2008 - Feb 2016 (7 years 2 months)

Served as SME and team lead for antivirus and endpoint support (McAfee, Intel Anti-Theft, Microsoft OneCare) for US customers, improving FCR and maintaining AHT and CSAT metrics from 2008–2016.

Team Leadership CSAT AHT Intel Anti Theft Microsoft

Technical Support Engineer

Slash Support / Vonage

Apr 2006 - Dec 2008 (2 years 8 months)

Provided VoIP and networking support for US customers, handled escalations and device configuration, and contributed product feedback and agent training from 2006–2008.

VoIP SIP Escalation Management Remote Support Troubleshooting Customer Training

Senior Escalation Lead

Net Vision Technology

Jun 2005 - Apr 2006 (10 months)

Handled sales and technical support for US ISP customers (EarthLink), managed high-volume workloads and earned top sales recognition in 2005–2006.

Customer Support Sales Support ISP Troubleshooting

Education

Degrees, certifications, and relevant coursework

Loyola Institute of Business Administration (LIBA)

Post Graduate Diploma in Computer Applications, Computer Applications

2004 - 2005

Completed a Post Graduate Diploma in Computer Applications with modules including Windows NT, OOPS/C++ with Visual C++, Oracle, Visual Basic, and networking basics.