Enterprise IT Operations Leader

Vineet Shukla

IT Service Delivery & Operations Leader | Workplace Technology, Infrastructure & EUC | ITSM & Transformation

Strategic IT Service Delivery Leader with 16+ years of experience managing enterprise IT operations, workplace technology, end-user computing, infrastructure, service governance, and global support environments across leading financial services organizations.

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Core Competencies & Technical Expertise

IT Service Management ITIL Framework SLA/KPI Governance End-User Computing VDI & Virtualization Active Directory Identity & Access Management IT Asset Management Incident & Problem Management Change Management Technology Refresh Workplace Technology Infrastructure Operations Service Delivery Vendor Management

IT Service Delivery & Governance

ITSM & ITIL Frameworks
SLA/KPI Governance
IT Risk, Compliance & Audit
Incident & Problem Management
Change & Transition Management
IT Project & Migration Management

IT Infrastructure & Workplace Tech

End-User Computing (Windows, macOS, VDI, SCCM, Intune, Nexthink)
LAN/WAN, Digital Infrastructure
Cisco IOS, VPN
MDF/IDF Build-outs
AV & Communications (Zoom, Lifesize, Webex, Avaya)

Identity, Security & Asset Management

Active Directory, MS Entra ID, Okta, PingID
McAfee Endpoint Security, Disk Encryption
RBAC, MFA
IT Asset Lifecycle Management, Technology Refresh

Professional Experience

Senior Lead - IT Operations

KKR (Kohlberg Kravis Roberts) | March 2023 – Present

(Transitioned from HCL Consultant to full-time employee)

Lead IT service delivery and workplace technology operations for KKR's GCC, supporting 5,000+ employees across EUC, field services, infrastructure, and access management.
Direct and develop a 12-member IT operations team, engineers, contractors, and Tech Hub resources, driving SLA ownership (>98% adherence) and reducing repeat incidents by 25% through root-cause analysis.
Major Project - 550-Seat Office Build-out: Spearheaded the IT workstream for the 550-seat KKR office build-out at DLF Downtown, Gurugram, managing server rooms, MDF/IDF, structured LAN cabling, AV integration, meeting rooms, and plug-and-play workplace infrastructure.
Transformation & Compliance: Executed a 250-user GA-to-KKR migration with zero business disruption; achieved 100% adherence across multiple financial and regulatory audits; delivered 15% asset cost savings while extending device lifecycles by 12 months.
Executive Enablement: Delivered high-tech executive support for 12 C-suite and senior stakeholders with 95%+ CSAT, and implemented AI-enabled automation opportunities across service operations.

Senior Engineer - IT Support & Infrastructure

Blackstone (Wipro Center of Excellence) | March 2014 – February 2023

Led end-user IT service delivery for Blackstone's India operations supporting 1,000+ employees, scaling operations from a 2-member team to 30 members while supporting ~2,000 overall users.
Administered Active Directory and Exchange environments, provisioning 500+ user accounts annually under audit-compliant access controls.
Maintained 99% uptime across AV/conferencing platforms (Zoom, Lifesize) and reduced recurring support requests by 15% through proactive user enablement.

Associate Consultant - End User Support

Computer Sciences Corporation (CSC) | January 2010 – March 2014

Delivered L2 IT support for Aon and Motorola across multiple locations with 95% SLA adherence, managing VPN/remote-access infrastructure and reducing connectivity downtime by 20%.

Vineet Shukla

16+ Years

5,000+ Users

>98% SLA

15% Cost Savings