Vinod Kumar

IT Service Delivery Manager

ENCSNETWORKS

Jun 2025 - Present • 1 yr 2 mos

Currently working at ENCS Networks (#MSP model), supporting global clients across IT infrastructure, security, and cloud operations. Driving SLA-based delivery through hands-on leadership and global team coordination. Key Responsibilities: 👥 Global Team Management & Coordination Lead and coordinate distributed teams (remote/field), ensuring prioritization, ownership, follow-ups, and consistent delivery. 🌍 Service Delivery (Multi-Client | SLA/KPI) Own end-to-end service delivery across global clients—ticket quality, SLA adherence, escalations, stakeholder communication, and service improvement. 🏗️ Infrastructure Leadership (On-Prem + Cloud) Lead infrastructure operations and improvements to ensure stability, scalability, and secure service delivery. 🖥️ Windows Server & Core Services Manage AD/DNS/DHCP/GPO, patch governance, hardening, and lifecycle management. ☁️ Cloud & Virtualization Operate cloud/virtual platforms (AWS/VMs): capacity planning, provisioning, monitoring, and optimization. 🔐 Identity & Access Security Implement MFA/SSO/Conditional Access, privileged access practices, and secure baselines. 🛡️ Network, VPN & Firewall Maintain secure connectivity via VPN/firewall governance, troubleshooting, and vendor escalations. 🧰 RMM, Endpoint Management & Automation Use RMM tools for monitoring, patching, scripting/automation, asset visibility, and endpoint compliance—reducing repeat issues. 🚨 Major Incidents & RCA Lead P1/P2 incidents, coordinate teams/vendors, provide stakeholder updates, and deliver RCA/CAPA. 📌 Projects & Change Delivery Deliver projects/changes end-to-end: scope, timelines, risks, implementation/backout, validation, and sign-offs. 📊 Monitoring & Reporting Drive proactive monitoring and reporting (KPIs, trends, aging control) to improve uptime and accountability. 📝 Documentation & Standards Create SOPs/runbooks and technical documentation to standardize delivery and support audit readiness.