Summary
Overview
Work History
Education
Skills
Certification
Areas of Expertise
Timeline
Generic

Santhosh Dharma

Suwanee,USA

Summary

Results-driven IT leader with 20+ years of experience specializing in enterprise IT Operations (application Development, IT Ops /Production support, Quality Assurance, Observability & IT Service Management). I've successfully managed multi-million-dollar programs, optimized vendor relationships, and enhanced client satisfaction through strategic planning and proactive leadership. I thrive in roles where I can align IT strategies with business goals, foster a culture of continuous improvement, and deliver measurable outcomes for Fortune 500, Big 4, and public sector clients.

Overview

24
24
years of professional experience
5
5
Certification

Work History

Director – Managed Services

Scicom Infrastructure Services Inc
01.2019 - 05.2025
  • Led end-to-end delivery of IT Managed Services programs & Projects, driving business growth, successful transitions, and continuous improvement.
  • Defined transition planning methodologies to ensure readiness and operational success across client environments.
  • Directed setup and transition of complex engagements, defining frameworks, roles, and responsibilities to ensure seamless service mobilization.
  • Implement/Standardize/Mature ITSM processes (Request, Incident, Problem, Change, Knowledge Management, CMDB, Service Portal, Service Mapping, IT Asset Management and Analytics).
  • Managed ITSM migration from BMC Remedy to Freshworks
  • Managed pre-sales activities, including solution design, pricing, and client onboarding, contributing to revenue growth.
  • Spearheaded SOC 2 compliance certification.
  • Transformed a traditional NOC into an IT Operations Command Center, integrating advanced monitoring tools and AIOps for proactive management.
  • Oversaw critical system recovery of Infrastructure and Enterprise Applications to ensure availability.
  • Led a 60+ member team spanning Service Desk, NOC/ITOC, L2/L3 Engineering, Architecture, Development and QA, driving performance, talent acquisition, and team development.
  • Managed vendor & partner relationships to ensure cost-effective, high-quality service delivery.
  • Mentored junior staff, promoting knowledge-sharing and skill enhancement.
  • Enhanced managed services with automation, driving post-go-live transformation and sustained performance improvement.
  • Established reporting frameworks and escalation protocols to support data-driven decision-making.
  • Chaired governance meetings, aligning strategy with KPIs, SLAs, and CSAT.
  • Championed continuous process optimization and operational efficiency.
  • Clients: Hospitality, Banking, Retail, Airlines, Transportation, Entertainment, Pest Control, Healthcare, Utilities, Pharmacy

Transition Program Manager

IRIS Software Inc
11.2016 - 01.2019
  • Led seamless transitions and deployments of Global Markets & BMC programs projects.
  • Leveraged Waterfall and SAFe Agile methodologies to ensure efficient delivery.
  • Conducted impact assessments, crafted transition plans, and engaged stakeholders to minimize disruption.
  • Directed change management, including assessments, risk mitigation, and documentation.
  • Represented portfolio in Change Advisory Board meetings, removing obstacles and providing insights.
  • Identified and resolved transition risks, ensuring smooth service delivery.
  • Collaborated with global teams across Ireland, Argentina, South Africa, and India.
  • Documented non-compliance cases, performed root cause analyses, and implemented corrective actions.
  • Client: Big 4-Ernst and Young

Manager Application Delivery

DXC
06.2001 - 08.2016
  • Led multi-million-dollar programs from concept to completion, delivering high-value outcomes.
  • Directed stakeholders, technology, and service levels to ensure seamless program execution.
  • Delivered innovative solutions that exceeded client expectations and enhanced customer experience.
  • Managed multi-million-dollar budgets, ensuring cost control and contractual compliance.
  • Proactively mitigated risks during transitions, maintaining timelines and quality.
  • Mentored teams of 5-85, fostering collaboration and optimizing resources.
  • Established governance, monitored KPIs, achieving 20% incident reduction and 99.53% uptime.
  • Improved cost efficiency by shifting onsite-to-offshore ratio from 70:30 to 10:90.
  • Managed support for 240+ business-critical applications.
  • Eliminated SPOFs, implementing contingency plans to enhance reliability.
  • Oversaw disaster recovery, regulatory compliance (SOX, HIPAA, PCI), and end-to-end support.
  • Contributed to project methodologies, budgets, proposals, and contract success.
  • Led global teams in “Follow the Sun” model, ensuring continuous delivery.
  • Directed platform upgrades and 12 technology conversions, delivering modern solutions.
  • Consistently delivered development projects on time, within budget and quality standards.
  • Led SOX compliance team, ensuring audit readiness.
  • Defined and achieved OLA/SLA targets, implementing ITIL best practices.
  • Clients: Magazine Fulfillment, Public Sector, Investment Banking, Insurance & Payment Card Processing

Education

Bachelor’s in engineering - Computer Technology

Rashtrasant Tukadoji Maharaj Nagpur University
India

Skills

  • Project Management Tools: MS Project, Jira, Clarity, Smartsheets
  • Monitoring & AI Tools: AppDynamics, SolarWinds, Splunk, Nagios, BigPanda, Dynatrace
  • Cloud: AWS, Azure, GSuite, O365
  • Contact Centre: Five 9, AWS Connect
  • CRM: Salesforce
  • ITSM Tools: ServiceNow, IBM Tivoli, Fresh works, Jira, BMC Remedy
  • ETL, BI & Modelling/Visualization Tools: Talend, Tableau, Micro-strategy, Erwin, ServiceNow Analytics
  • HR Tools: Workday, Taleo, and Beeline VMS
  • Databases: DB2, SQL Server, Oracle, ADABAS, Teradata
  • Compliance Tools: ServiceNow, ZenGRC, Archer
  • Requirements, Test & Defect Management: ALM, QTP, JIRA, and Confluence
  • Change Management: TFS, Endeavor, Librarian, Change Man, SCLM, Jenkins
  • CI/CD Tools: Jenkins, Git, Gitlab CI/CD, Azure DevOps, AWS Code Pipeline
  • Transaction Mechanisms: CICS, TSO/ISPF, VSE/CICS, CMS, IBM MQ Series
  • Languages: COBOL, JCL, C#, VB6, SQL, Telon, Easytrieve, VSE/JCL, SAS, CLIST, Natural, DYL, JAVA, J2EE, Spring & Hibernate, API’s (REST & SOAP)
  • GUI/Utilities: Xpediter, File-Aid, Intertest, Smart test, Platinum, Pro-edit, Toad, Trace Master, Insync, QMF
  • Operating Systems/Hardware: OS/390, MVS/ESA, DOS/VSE, WINDOWS, LINUX, UNIX/IBM 37, MAC OS

Certification

  • ITIL Foundation
  • PMP - Project Management Professional
  • CSM - Certified Scrum Master
  • Amazon Web Services (AWS) Cloud Practitioner certified
  • Azure Fundamentals (AZ 900) certified
  • Security Operations Control (SOC) Certified
  • Dynatrace Partner Specialist & Control-Up Foundation certified
  • Dynatrace Associate Certified
  • Intro to Gen AI & LLM certified
  • PMI-ACP Certification trained from Udemy
  • Internal Auditor Certified for ISO 9000 from QAI
  • Recognized by Covansys CEO for representing SQA, SCM Process owner in SEI CMMi Level 5 assessment
  • Recognized by Scicom CEO & EVP for leading Scicom SOC2 compliance certification
  • Received Presidents Achievement Award for Outstanding Contributions by Scicom CEO & EVP

Areas of Expertise

  • Program/Project Management
  • IT Roadmaps & Planning
  • Team Building & Mentoring
  • Testing/QA/Rollout/Support
  • Agile & Waterfall Methodologies
  • SOX, HIPAA, ISO, PCI, SOC 2
  • Continuous Improvement
  • P&L management
  • Strategic Initiatives
  • ITSM Implementation
  • Stakeholder Engagement
  • Vendor/Partner Management
  • Incident & Problem Management
  • Automation
  • Due Diligence, Proposals & Sales
  • Custom Software Development
  • Disaster/Business continuity
  • Change/Release Management
  • Systems Migration/Integration
  • Performance Metrics & Reporting
  • Budgeting & Cost Optimization

Timeline

Director – Managed Services

Scicom Infrastructure Services Inc
01.2019 - 05.2025

Transition Program Manager

IRIS Software Inc
11.2016 - 01.2019

Manager Application Delivery

DXC
06.2001 - 08.2016

Bachelor’s in engineering - Computer Technology

Rashtrasant Tukadoji Maharaj Nagpur University

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