Introduction: Navigating IT Services in a Digital-First World
In today’s hyperconnected economy, IT service delivery and operations are no longer support functions — they are the strategic backbone of every enterprise. My journey of nearly two decades in IT has been defined by ensuring business continuity, service reliability, and technology-driven transformation across financial services, telecom, and IT service industries.
With strong expertise in ITIL frameworks, project management, cloud computing, and IT service operations, I’ve evolved from hands-on technical support to steering large-scale IT operations as a trusted leader.
Early Career: Foundations in Support & Infrastructure
I began my career with AVM Infotech and Omnitech InfoSolutions, working as a Technical Support Engineer. These roles sharpened my problem-solving mindset, teaching me the critical importance of uptime, user communication, and service responsiveness.
My tenure at 3i Infotech and HCL Infosystems allowed me to step into leadership roles, managing teams and ensuring infrastructure resilience while implementing ITIL practices for process consistency.
Ganesh A — Empowering Global IT Leaders | Senior Consultant – ZOC Group CXO Mentoring & Career Branding | Digital Visibility Strategist
Strategic Evolution: From Operations to Service Delivery Excellence
The defining phase of my career came with Anunta, where I spent over nine years leading IT operations. Starting as an Assistant Manager and now serving as IT Operations Manager, I’ve driven transformation programs that focused on service continuity, ITSM process standardization, and cloud-first adoption strategies.
By embedding ITIL v4 Foundation principles and leveraging modern delivery practices, I ensured not just operational stability, but also business-aligned service models that accelerated decision-making and agility.
For leaders aspiring to follow this path, building expertise in PMP Certification and advanced governance frameworks is key to scaling IT service delivery maturity.
People and Process: The Human Side of IT Leadership
Technology transformation succeeds only when people are empowered. Leading diverse teams across IT service desk, operations, and infrastructure management has reinforced my belief that communication, mentorship, and continuous learning are as vital as technical expertise.
Encouraging teams to upskill in cloud, cybersecurity, and DBA in IT Governance ensures resilience in an era where threats and disruptions evolve constantly.
Vision Ahead: IT as a Strategic Partner
The future of IT leadership lies in AI-driven automation, predictive service models, and proactive risk governance. I believe IT leaders must shift their role from being service custodians to strategic business partners — driving innovation while safeguarding resilience.
By fusing structured governance with agile delivery models, IT operations will no longer be reactive, but orchestrators of business value.
Conclusion: Leading with Reliability and Purpose
From technical troubleshooting to leading enterprise-wide IT operations, my career journey is proof that service excellence and strategic foresight go hand in hand.
For IT professionals aspiring to grow: focus on mastering frameworks, empowering teams, and aligning IT to business outcomes. True leadership is not just about keeping systems running — it’s about creating the foundation on which businesses thrive.
Dr. Trilok D Singh – Chief Mentor | Guiding Tech Leaders through career clarity & transformation across USA, Canada, UAE, and India
Darrshan Kaur – Global COO, ZOC Group | Championing visibility & growth for tech professionals across
Ganesh A — Empowering Global IT Leaders | Senior Consultant – ZOC Group CXO Mentoring & Career Branding | Digital Visibility Strategist
