Dilip Kumar
BELLEVUE,WA
Summary
Over twenty four years of experience in IT Operations (Including overseas), ITIL Service Management, with current area of work in IT Infrastructure management & support operations. Extensive experience in delivering complex IT systems and projects, support services, migration and integration, client liaison and customer service and introducing reliability and efficiency initiatives.
Senior management professional, bringing strategic leadership and operational excellence to drive organizational success. Skilled in project management, team collaboration, and process optimization with keen focus on achieving results. Adept at navigating complex challenges, fostering culture of accountability, and adapting to evolving business needs. Known for strong decision-making, effective communication, and building high-performing teams.
Professional business leader prepared for challenges of Senior Manager role. Combines deep understanding of business operations with commitment to driving team success and achieving significant results. Renowned for adaptability in dynamic environments and collaborative approach to problem-solving, leveraging keen analytical and decision-making skills.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Senior Manager, Strategic programs team, IT Services
Amazon
Seattle, USA
07.2025 - Current
- Oversaw cross-functional teams to implement process improvements and streamline workflows.
- Mentored junior managers, fostering professional growth and enhancing team performance.
- Led operational strategy development to enhance supply chain efficiency and reduce costs.
- Spearheaded initiatives that improved customer satisfaction through innovative service solutions.
- Analyzed key performance metrics to identify trends and drive strategic decision-making.
- Collaborated with technology teams to integrate new systems for enhanced operational effectiveness.
- Managed budget planning and resource allocation to optimize departmental performance.
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Mentored junior staff members for skill development and career progression within the organization.
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
- Enhanced company reputation by driving successful initiatives that addressed client pain points effectively.
- Consistently met or exceeded annual performance targets set by senior leadership.
- Championed process improvement initiatives that led to significant cost savings without compromising on quality standards.
- Spearheaded change management efforts for seamless adoption of new systems or processes among employees.
- Evaluated hiring, firing, and promotions requests.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
- Launched comprehensive customer feedback system, leading to enhanced product features and higher customer satisfaction rates.
- Implemented risk management framework, mitigating potential threats to project success and company operations.
- Drove adoption of new technology solutions, modernizing operations and improving operational efficiency.
- Led strategic planning sessions to align departmental goals with overall company vision, fostering cohesive growth strategy.
- Coordinated cross-departmental projects to improve product delivery timelines, enhancing customer satisfaction.
- Enhanced team performance with regular coaching sessions, focusing on individual strengths and areas for improvement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Established team priorities, maintained schedules and monitored performance.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Senior Manager, Global Virtual Operations technical support (VOTS), AWS
Amazon
Arlington, Virginia, USA
02.2020 - 06.2025
- Amazon.com continues to experience explosive growth both geographically in multiple business units and lines. As the Senior IT manager for Global Virtual operations technical support, I am responsible for providing IT support to the global IT organization supporting 80,000 customers across multiple geographies and manage to future IT requirements as a part of growth plans across different locations by providing a diverse set of services such as remote IT support through multiple mediums , logistics, new site expansions, manage multiple complex infrastructural projects liaising with the project managers, vendors & senior business stakeholders at all levels of the organization
- Key responsibilities being handled:
- Own up the IT end customer experience of 80000 Amazonians across different locations globally using the CSOS Amazon proprietary operating system.
- Directly managing a regional workforce of 5 operational managers and 3 program managers driving cross functional initiatives.
- Responsible for the VOTS organization comprising of 250+ employees including full timers, part timers and contractors.
- Ensure that all the supported Amazonians are onboarded with IT hardware ahead of their day 1.
- Regularly interact with senior management on matters concerning several functional areas, divisions, or customers
- Champion new initiatives for team or approves proposed projects from team and oversees planning process and delegation across teams and/or departments.
- Contributes to forming long-term corporate strategy and goals
- Partner with senior management in other organizations to build support for cross-functional project initiatives.
- Using broad expertise and understanding of business drivers, coordinates the activities of teams of various disciplines to achieve Amazon’s technical vision
- Develop long-term strategies and influence leadership decisions.
- Effectively define/analyze metrics to drive team behavior in pursuit of goals.
- Collaborate effectively in a cross-functional environment with legal, technical, senior management teams and site directors.
- Traveling to remote sites to meet with remote staff and maintain customer connect
- Successfully handle multiple competing priorities of ongoing global projects while continuing to provide the day to day support
- Ensure sufficient resourcing of the function including identifying training needs, absence and performance management, coaching and continuous monitoring of department productivity.
Senior Manager, IT Services, APAC region
Amazon
Hyderabad, India
10.2017 - 01.2020
- Responsible for the IT end customer experience of 50K Amazonians within APAC and India regions.
- Responsible for the asset management function within the region including tracking and compliance
- Manage the backend services such as networking, telecom, collaboration tools and voice services.
- Perform vendor negotiations, represent the needs of the business in discussions with Legal & public policy teams.
- Traveling to remote sites to meet with remote staff and maintain customer connect
- Developing and holding to Operational Excellence metrics, diving deep into the details and data to understand how our customers interact with our services and infrastructure
- Negotiate effectively and communicate with internal and external business partners, influence contractors and vendors to get things done
- Extend support to Kindle & Mobile devices across device labs engaged in product development of mobile applications
IT Support Manager
Amazon
Hyderabad, India
09.2012 - 09.2017
- Liaise with engineering and other operations teams to incorporate customer feedback and address key support and usability concerns for customers.
- Maintaining very high customer satisfaction and a consistently great work experience for all Amazonians, regardless of location.
- Project management of local, regional, budgeting and forecasting for the sites
- Representing sites of India, Singapore & Sydney site in local, regional and global meetings.
- Inventory and procurement management of IT equipment and services & Co-ordination of trouble tickets to strict SLAs (Service Level Agreements)
- Maintaining a strong culture of health and safety practices and initiative, ensuring that IT practices are compliant with Health & Safety legislation and company policies.
- Handle procurement & refresh cycles of IT assets complying with STPI guidelines & maintain an asset management system
- Make decisions on circuit sizing internet lease lines for all the sites based on the growth according to the job profiling across the sites.
- Coordinate with corporate-based support groups to implement global IT changes.
IT Support Manager (Finance Business)
Amazon
Hyderabad, India
08.2010 - 08.2012
- As a part of the role worked closely with internal customers to identify business requirements, translate it into technical specifications & execute the project post scoping, providing milestones & updates to the senior stakeholders. As a part of support service, emphasis was on incident and problem management, maintenance of service levels with prioritized production support while multiple parallel projects across disparate organization had to be delivered.
- Critical support was extended to a set of applications, tools, and programs used to manage Amazon’s massive financial processing and reporting flow which involved working closely with other support level organizations and product development teams to align the business process with the design of world-class support structure and also ensuring alignment with the long term strategic objectives.
- As a part of service delivery, regular updates were provided to the senior management on plans, status, risks and emergent issues in addition to support planning and capacity management of technology needs and systems.
- Managed Developers & Support engineers on .NET platform
- Worked with management /staff in remote sites & internationally.
- Implemented Incident & Problem management practices as per ITIL framework
- Dealt with high severity incidents in relation to mission critical revenue impacting services
- Created & implemented quality metrics for operational services
- Handled service availability, creating operational control processes, resourcing, handovers, escalations, and outage notifications for the business
- Engaged in infrastructure planning and coordination for the business
- Dealt with Major incident/crisis management experience in a high volume global environment.
- Implemented fix to repetitive problems through automation and addressing root cause.
- Actively involved in recruiting, retention, management, and effective performance management.
- Implemented disaster recovery and business continuity plans for the business
Manager Operations: GE Money Home lending Santander Bank UK & Ireland
GENPACT
Hyderabad, India
04.2008 - 07.2010
- Operational areas were to manage the multiple businesses of the Global Clients (US, UK,Ireland ASPAC & India), point of contact for all global operations issues. Report out to stakeholders of respective site on operations, performance. Additionally, responsible for Revenue Growth, Project Management, Re-Engineering initiatives, and Transitions.
- April 2010 – May 2010 Genpact Re-engineering assignment at Singapore :The focus of this project was to suggest a roadmap beneficial to the banking client to execute service improvement plans for their L1/L2 IT utility while they are undergoing a major IT transformation based at several locations globally. Key focus areas were Off shoring, demand management, increasing efficiency with utmost focus on customer satisfaction.
- Program Management. Business Development & Transitions
- Responsible for driving projects across all 4 sites with the help of the local teams & Clients
- Business impact of 2MM delivered in 2009
- Identify areas of improvement on metrics/process; utilize Six Sigma and ITIL to bring in improvements.
- Currently driving Six Sigma projects on Incident Reduction and reducing the mean time to resolve an incident across all the sites.
- Assisting client with Problem and Incident management projects for UK & US Site.
- Scope out additional business opportunities within European and UK markets
- Lead transitions on the business opportunities identified to enhance current process capabilities.
- Identify growth opportunities within the business, scope out the services, pricing.
- Identify cost saving mechanisms to change the revenue cost to the organization.
- Product & Vendor Management
- Building up strategic partnerships with vendors globally to drive organizational growth
- Manage key account relationships with the strategic partners across the globe
- Building a product repository keeping in view the products offered by the competitors.
- Working effectively with cross functional teams & maintaining relationships with the partners & vendors
- Maintaining the first level of product for End user computing from cradle to grave
- Keeping a view on all the competitor products to make appropriate investment decision
- Building QFD( Quality function deployment) for evaluating & selecting a product for the organization
- Deciding on Buy/Make decisions.
- Process Management -
- Understand the business nature, business contextual knowledge.
- Identify & Explore the opportunities to drive performance based initiatives.
- Identify and action the areas of improvement – Site wise, business wise (Co-Located Businesses)
- Explore opportunities with respective Site Stakeholder on improving and expanding the services (L2, Security Admin, Language based support etc)
- Identify areas where IT frameworks can be utilized, initiated Problem & Incident management projects.
- Client Management –
- Identify and understand the Customer’s needs for their respective sites.
- Provide effort estimation analysis to help improve the services for the site
- Capture key areas of concern on services, provide Plan of Action and drive relevant projects
- Ensure that the Customer’s expectations are met within the best interest of the business
- People Management –
- Reporting line of 60 team members.
- Responsible for Agents, Team Leads, Management Trainees & Assistant Manager’s performance on a monthly basis
- Won the Zero attrition contest for three quarters in 09’
- Mentored & growth provided to 8 members of the team during the year
- Provide feedback to the direct reportees on their performance
- Document targets for individuals (Agent Level) and for the team (For TLs & AM’s)
- Identify and work Attrition – Early warning signals
- Map out career plans for the agents and provide mentoring
Service Analyst
GENPACT UK Ltd
Leeds, United Kingdom
12.2005 - 03.2008
- The focus of this position was to manage a client facing role along with a team to execute service improvement plans for GE Money UK Unsecured businesses based at several locations. Key focus areas were Infrastructure support, Asset management, Asset Audit, Site improvement plan, Upgradation projects, project management & managing vendor relations.
- Responsibilities:
- Prepared a service improvement plan for one of the high-end GE-Money sites to ensure that the site has a seamless service delivery model.
- Produce Service Desk reports, analyze information and take action to ensure the efficient provision of the 2nd level Desk side support
- Upgraded the GE- Money site to outlook 2003 from outlook 2000 in a phased manner as a part of the outlook upgrade project.
- As a key member of resolver group, the focus was to sustain the “business as usual” continuity model.
- Communicate with resolver groups and ensure Service level agreement targets are achieved.
- Raise or highlight any issues or potential issues applicable to GE Money service delivery
- Liaise with external suppliers for hardware/software maintenance and repair of equipment.
- Analyze and resolve complex logic IT related issues, i.e. networked pc related problems in a MS windows and Server environment.
- Provide instructions and guidance for the handling of sensitive information relating to credit card data, including security and backup strategies
- Advise on job related health and safety, PC security, passwords, viruses, backup procedures, software licensing, restore and recovery of data and requirements of the Data Protection Act and knowledge of all appropriate procedures.
Process Leader-Operations: GE Transportation End User Services
GECIS IT Services
Hyderabad, India
07.2004 - 12.2005
- As a part of this role, been responsible for the following:
- Daily operational activities, which includes Service Level Agreements, Customer Survey responses, Supervisor escalations.
- Operations review with key stake holders of the business
- Report out any major outages within the business and report Root cause analysis to the stakeholder.
- Interactions with Onsite team personal to ensure Service Level Agreements are met.
- Operational reports based on key metrics to be published and reported out.
- Utilize Six Sigma methodology in identifying areas of improvement in current operational structure and provide improvement plans/actions.
- Lead any key projects that are a direct impact to the Customers and Customer Service Levels.
Technical Support Analyst-GE Aircraft Engines
GECIS IT Services
Hyderabad, India
06.2001 - 07.2004
- Responsibilities: Provided IT solutions to end users of GE Aircraft engines. Core responsibilities included troubleshooting all Microsoft Applications, OS, Hardware (Laptop, Desktop), VPN, and address specific application issues reported by the end user. Other responsibilities included monitoring Critical servers for the business and report any outages with it and ensure a quick response time, hence providing end-to-end support.
Technical Support Engineer
Infoton Pvt Ltd, ICICI
Hyderabad, India
08.2000 - 06.2001
- Served as System administrator for Resolving IT related problems (~500 Employees supported)
- Responsible for Software installations, upgrade, Data storage and facility Management
- Liasoning with the software vendors. Involved with assisting Technical Support Engineers with Coordinating and Managing Network Operations, Systems, Billing, Marketing and generic Call Center Activities. Responsible for the Activities (performance Check) and Coordination of a Team of 10 Members & for the training needs of the Support Engineers, and also for designing the existing Training Module.
Education
MBA - Operations
Symbiosis University
PoonaPG Diploma - Computer applications
Skills
- IT infrastructure build, Datacenter, Site buildouts
- IT Support Desk, 24/7 multi lingual support
- Building Strong Customer Relationships
- Leading large Effective Org [300]
- Microsoft Certified Systems Engineer
- Strategic planning & Cross-functional collaboration
- Operations management
- Six Sigma Green Belt certified
- IT Troubleshooting and problem resolution
Accomplishments
Enterprise leader driving large-scale IT Services transformation across customer experience, support engineering, onboarding, and M&A integration, with end-to-end ownership of high-impact programs influencing thousands of employees globally.
- Customer Experience & Contact Reduction: Lead a multi-vertical Customer Success function acting as the strategic interface between product/service owners and end users; drove data-led service improvements that reduced 400K contacts (17% YoY), significantly enhancing customer experience and operational efficiency.
- Support Engineering & Automation Strategy: Established and scaled a centralized Support Engineering & Tooling organization delivering automation and productivity solutions for ~1,100 IT Support Engineers; generated 3,000+ hours in annual efficiency gains while instituting governance frameworks to accelerate ideation-to-execution and standardize solution delivery.
- Global Onboarding Excellence: Own the IT onboarding experience for ~2,000 new hires weekly, delivering best-in-class Day 1 readiness through process innovation and proactive support models; achieved >95% CSAT, improved Day 1 success rate to 98.3%, and reduced onboarding-related contact rate from 48% to 31%.
- M&A Technology Integration: Lead IT endpoint integration strategy for acquisitions, successfully enabling the launch of six companies in 2025; reduced technical debt by 42% YoY through standardization and modernization, improving scalability and long-term sustainability.
- Organizational Leadership: Oversee multiple high-performing teams across distinct verticals, driving alignment, execution discipline, and a culture of continuous improvement across global IT Services operations.
Certification
MCSE Certification 2003
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Telugu
Native or Bilingual
Malayalam
Native or Bilingual
Timeline
Senior Manager, Strategic programs team, IT Services
Amazon
07.2025 - Current
Senior Manager, Global Virtual Operations technical support (VOTS), AWS
Amazon
02.2020 - 06.2025
Senior Manager, IT Services, APAC region
Amazon
10.2017 - 01.2020
IT Support Manager
Amazon
09.2012 - 09.2017
IT Support Manager (Finance Business)
Amazon
08.2010 - 08.2012
Manager Operations: GE Money Home lending Santander Bank UK & Ireland
GENPACT
04.2008 - 07.2010
Service Analyst
GENPACT UK Ltd
12.2005 - 03.2008
Process Leader-Operations: GE Transportation End User Services
GECIS IT Services
07.2004 - 12.2005
Technical Support Analyst-GE Aircraft Engines
GECIS IT Services
06.2001 - 07.2004
Technical Support Engineer
Infoton Pvt Ltd, ICICI
08.2000 - 06.2001
PG Diploma - Computer applications
MBA - Operations
Symbiosis University
Summary
IT Operations, IT Infrastructure build out and support, Application Support, Re-Engineering, ITIL, Transitions, IT Project Management, IT transformation leader, Strategic IT programs, Mergers and acquisitions, Lead large org of 300+ engineers, Customer base supported 600K, 24+, IT Enabled Services, IT Operations Management, Over twenty four years of experience in IT Operations (Including overseas), ITIL Service Management, with current area of work in IT Infrastructure management & support operations. Extensive experience in delivering complex IT systems and projects, support services, migration and integration, client liaison and customer service and introducing reliability and efficiency initiatives.