Summary
Overview
Work History
Education
Skills
Timeline
Shobhit Shyam

Shobhit Shyam

Atlanta

Summary

Seasoned IT Service Operations Leader, Agile Coach, and Site Reliability Expert with 20+ years of experience managing global IT operations, incident/problem management, and large-scale service delivery. Proven track record of leading 24x7 service operations, ITIL-based processes, Agile transformations, and cross-functional collaboration to enhance system reliability and business continuity. Adept at driving major incident response, vendor management, disaster recovery, and IT service improvements while optimizing costs and operational efficiency.

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.

Overview

19
19
years of professional experience

Work History

Senior Manager – Site Reliability Engineering

CGI
01.2022 - Current
  • Company Overview: Formerly Daugherty Business Solutions
  • Leading 24x7 service operations, incident and problem management, and enterprise stability initiatives for mission-critical production environments, ensuring seamless IT service delivery across business units
  • Established a Major Incident & Problem Management framework, reducing Mean Time to Resolution (MTTR) by 30% through structured response playbooks and automated alerting
  • Managed enterprise-wide critical incidents, overseeing root cause analysis (RCA) and driving permanent fixes to minimize recurring issues
  • Defined and optimized ITIL-aligned SOPs for change, incident, and problem management, improving governance and compliance
  • Led the Integrated Command Center (ICC) strategy, ensuring proactive system monitoring and high-availability response for mission-critical platforms
  • Designed and implemented real-time alerting and automated failover mechanisms, reducing downtime and improving response efficiency
  • Built KPIs and operational dashboards in ServiceNow, enhancing incident visibility, SLA tracking, and executive reporting
  • Directed DR exercises for enterprise-wide applications, improving RTO/RPO and enhancing resilience across hybrid cloud environments
  • Designed an active-active Disaster Recovery (DR) model, reducing downtime risk by 40% and increasing system availability
  • Managed global service delivery teams, including in-house, outsourced, and offshore partners, ensuring high performance and SLA adherence
  • Partnered with IT leadership and business stakeholders to align service operations with strategic goals and cost-efficiency initiatives
  • Led Agile and SAFe adoption across IT operations, coaching teams on Agile practices and improving cross-functional collaboration
  • Facilitated PI Planning & Agile Release Trains (ARTs), ensuring smooth coordination between development, operations, and business teams
  • Formerly Daugherty Business Solutions

Engagement Lead | Program Manager – Incident Response & SRE

Cognizant Technology Solutions
03.2006 - 12.2021
  • Led enterprise-wide IT service operations, security incident response, and operational excellence initiatives across Fortune 500 clients
  • Managed $5M+ portfolios of security and IT operations projects, ensuring rapid and effective incident resolution
  • Reduced MTTR by 30% through automation-driven incident response, proactive monitoring, and structured problem resolution
  • Conducted root cause analysis (RCA) and forensic investigations, strengthening cybersecurity posture and operational resilience
  • Led ITIL-based service management transformations, streamlining change, incident, and problem management processes across global teams
  • Optimized ServiceNow workflows, improving service efficiency and reducing resolution time for enterprise IT operations
  • Led end-to-end cloud migration and legacy application modernization projects, cutting operational costs by 25% over two years
  • Scaled a high-traffic payment gateway from 3 million TPM to 40 million TPM, ensuring high availability and seamless customer transactions
  • Drove agile adoption in IT service operations, coaching teams on Scrum, Kanban, and SAFe methodologies to improve service agility

Education

MBA - Finance

S.P. Jain Institute of Management and Research

B.Tech - Computer Science

Agra University

Skills

  • IT Service Operations
  • Incident Response Management
  • Problem Management
  • ITIL
  • Agile Methodologies
  • SAFe Leadership
  • RTE
  • Scrum
  • Kanban
  • ServiceNow
  • ITSM
  • Process Automation
  • Vendor Management
  • Global Service Teams
  • Disaster Recovery
  • Business Continuity
  • IT Governance
  • Change Management
  • Release Management
  • Cloud
  • DevOps
  • Observability
  • Splunk
  • AppDynamics
  • Cross-functional team coordination
  • Operations management
  • Cross-functional collaboration
  • Strategic planning
  • Operations planning
  • Resource allocation
  • Human resources management
  • Process improvement
  • Team leadership
  • Project planning
  • Decision-making
  • Performance reviewing
  • Staff management
  • Interpersonal communication

Timeline

Senior Manager – Site Reliability Engineering - CGI
01.2022 - Current
Engagement Lead | Program Manager – Incident Response & SRE - Cognizant Technology Solutions
03.2006 - 12.2021
Agra University - B.Tech, Computer Science
S.P. Jain Institute of Management and Research - MBA, Finance

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Shobhit Shyam