Jinu Roy

• Managed Incident, Problem, Change, Request, and Service Level processes to improve service quality, reduce downtime, and drive continual service improvement.
• Led end-to-end IT service delivery operations aligned with ITIL best practices, ensuring high availability, performance, and user satisfaction across business-critical services.
• Direct and mentor 4 IT Team Leaders and a team of 11 Senior IT Specialists.
• Oversee IT service management and portfolio of projects, and serves as a key business partner, building trusted relationships across the colleges, aligning technology initiatives with university goals, and driving stakeholder engagement to shape AUS’s digital roadmap.
• Directed enterprise-wide IT service delivery, ensuring high availability, reliability, and
  performance of core business-critical applications and infrastructure across the
  university.
• Conduct regular performance reviews, provide constructive feedback, and develop personalized development plans for team members.
• Implement a strategy and mindset of innovation and continuous improvement for the end-user experience.
• Oversee digital asset management, including licenses, access rights, and usage optimization
• Single point of contact from Technology for all End User computing-related business requirements, support requests, and escalations
• Ensure compliance with security policies and best practices related to system updates and vulnerability management.
• Developed service reporting, trend analysis, and capacity planning frameworks to strengthen decision-making, optimize resources, and enhance overall IT service maturity.
• Owned vendor and stakeholder relationships, coordinating third-party support partners and internal business units to meet operational and strategic objectives.
• Preparation & administration of departmental budget and business plans, and metrics.
• Direct high‑severity incident response, ensuring rapid stabilisation, transparent communication, and clear recovery plans.
• Ensured user guides, FAQs, and support documentation remained accurate, relevant, and up to date, while continuously validating the quality, usability, and effectiveness of the knowledge base for end users.

• Collaborated with infrastructure teams, application owners, and business stakeholders to gather technical requirements, define solution architectures, and align systems design with operational and business objectives. Conducted root cause analysis (RCA) and resolved complex infrastructure and enterprise system issues across hybrid environments.
• Performed 24x7 real-time monitoring of enterprise IT infrastructure using proactive alerting and observability tools to ensure maximum availability, performance, and SLA compliance. Monitored servers, storage, virtualization, network services, and cloud workloads, initiating corrective actions before service degradation occurred.
• Designed, implemented, and executed server hardening, vulnerability assessments, security audits, and compliance checks in line with cybersecurity frameworks and internal governance standards. Managed backup validation, disaster recovery (DR) testing, failover procedures, and business continuity planning to ensure resilience of mission-critical services.
• Administered enterprise backup and recovery platforms including Veeam and Cohesity, managing backup policies, immutable storage, replication jobs, retention schedules, instant recovery, and ransomware recovery readiness.
• Conducted technical evaluations, proof-of-concepts (POCs), and capacity planning for infrastructure hardware/software solutions. Produced architecture recommendations, bill of materials, and technical justifications to support procurement and lifecycle refresh initiatives.
• Created and maintained detailed technical documentation including system architecture diagrams, network mappings, SOPs, KB articles, CMDB records, patch baselines, asset inventories, and operational runbooks to support governance and support readiness.
• Led and executed infrastructure projects involving server migrations, cloud onboarding, datacenter consolidation, identity modernization, storage expansion, virtualization upgrades, and enterprise platform integrations with minimal downtime.
• Managed enterprise storage environments using NetApp, including NAS/SAN provisioning, snapshots, replication, volume management, performance tuning, and capacity optimization for critical workloads.
• Administered physical and virtual server infrastructure running Windows Server and Linux workloads, including hardware lifecycle management, OS deployment, patch management, performance optimization, clustering, and high availability configurations.

• Managed Microsoft 365 services such as SharePoint Online, OneDrive for Business, Microsoft Teams, Power Platform integrations, licensing, security and compliance measures, collaboration governance, Conditional Access, and user productivity support enterprise-wide.

• Manage the daily operations of the IT Support Specialist team by managing and scheduling resources, and providing training and mentoring to the team.
• Ensure that all IT Support services are defined, agreed and delivered (including VIP support) and address escalations when they occur.
• Supports the Director of IT to set clear standards, plans, and targets for direct reports and monitor their performance through regular supervision, identifying training needs where appropriate.
• Lead a team responsible for researching and resolving technical problems, responding to requests for technical support, documenting, and tracking.
• Establish metrics for reporting and analysis for continuous improvement of IT Service levels that are aligned with business priorities.
• Provide guidance to Project Managers/technology managers for solution definition, technical design, and development of in-house developed solutions.

• Understand client requirements & discussing them with all the stakeholders and in adherence to procedures, ensuring ontime delivery of projects.
• Build, deploy, and maintain standard Windows updates and application installation packages using SCCM.
• Monitor and maintain the performance of the desktop environment to ensure optimal operations.
• Conduct hardware and software audits to ensure compliance with licensing agreements.

• Manage a team of 16 Service Desk Analysts distributed in 3 different shifts, running a 24x7 operation and ensuring proper allocation of resources to fulfill process requirements.
• Drives a high touch of service across all service delivery channels (Phone, chat, email, web, and so on).
• Engage with the business to develop a customized learning strategy for new hires and refresher training and support tenured team members in their development journey.
• Oversee the daily operations of the Global IT Service Desk, ensuring adherence to SLAs and KPIs.
• Identify opportunities to enhance processes, workflows, and service delivery.
• Generate and analyze reports on service desk performance, identifying trends and areas for improvement.

• Creating IT tickets via ticket-tracking software and monitoring the progress of individual task pathways.
• Install, upgrade, support, and troubleshoot Windows 7 and Microsoft Office 2007, 2010, and any other authorized desktop applications.
• Provide timely and effective technical support to clients via phone, email, and chat.
• Assist in troubleshooting business applications, including relevant applications.
• Monitor systems and networks to identify and resolve basic issues.
• Provide updates and status reports to senior team members on the resolution of requests and incidents.