Imran Khan

Led overall IT operations and infrastructure for a multi-site enterprise environment.  Oversee networks, servers, cloud platforms, and cybersecurity initiatives to minimize downtime.  Manage IT budgets, vendors, and technology roadmaps aligned with corporate growth goals.  Ensure business continuity, disaster recovery, and compliance readiness through routine testing.  Fostered strong business partnering and stakeholder management skills to deliver key technology projects.  Regulatory Compliance & Audit: Maintained continuous adherence to all IT regulatory and compliance requirements. Secured the timely reporting of all audit-related findings to respective external and internal auditors, ensuring strict adherence to mandated timelines.  Policy & Documentation: Maintained and ensured all IT policies and procedures were current, accurate, and aligned with organizational standards and regulatory frameworks.  Risk Oversight & Mitigation: Owned the IT Risk Register, systematically addressing all high-priority risks by preparing, executing, and tracking mitigation and treatment plans in strict accordance with the organization's formal risk treatment process. 2012-Till date 2011-2012 2010-2012 2018 - 2020 2020 – Till date  Vulnerability Management (VAPT/IOC): Managed the closure schedule for all identified vulnerabilities (VAPT) and Indicators of Compromise (IOC) highlighted by the Compliance and InfoSec departments, ensuring timely remediation as per defined service-level agreements.  Project Governance: Maintained oversight and follow-up on the IT project governance lifecycle  People Management : leads 12 member team of security professionals to protect an organization’s networks, systems, and data by developing strategies, managing risks, and overseeing incident response. Key responsibilities include leading security operations, ensuring compliance with standards (NIST, ISO 27001), managing budgets and tools, and fostering a security-first culture.

1) Lead IT Support at Amazon India Development Center Role: IT Support Engineer III – Global IT • Prime responsibility to manage and support server infrastructure for global and India Amazon offices and manage a team of 20 engineers. Daily operations include but are not limited to Stake holder management, End user management. Team management, Roster management, shift management, Metrics and reporting, daily Task and duties distribution within the team. • Currently supporting 20000+ end user base in Amazon Corporate India. • IT service delivery as per ITIL framework and SLA metrics • Managing 1 physical and 3 remote sites for IT operations. • Preparing forecast and Actuals IT budgets for the sites. • Monthly connect with business leaders. • Weekly meeting with operations managers and project leaders to review IT. • Weekly connect with team members to review the team concerns and implement best practices. • Hosting monthly IT connect for Amazon Corporate India sites to share best practices and review and discuss India wide issues. • Training the team L2/3 engineers and new hire with process and policies. • Team performance weekly and monthly review. • Team yearly appraisals. • Acting as Incident Manager and liaising with the global teams for major and minor outages • Managing life cycle of asset and inventory including peripherals. • Managing purchase of hardware of desktop, laptop, peripherals and AV/VC devices. • Handling client Escalations for tickets and outages. • Managing Problem records through the Problem Management lifecycle. • Ensuring known error database and knowledge base are updated on problem record with solutions. • Pro-active root cause analysis based on incident trends and non-incident based triggers. • Identify improvement opportunities to increase the productivity and to maintain the consistent quality & on time of deliverable • Managing overall access through request fulfillment and access management process.

Role: Team Lead Desktop support and L1 server support Project : Achilles Group PLC. UK Leadership responsibilities: • Prime responsibility to handle Team of 15 + Engineers and service operations of server and Desktop • Team management, Roster management, shift management, Metrics and reporting, daily Task and duties distribution within the team. • IT service delivery as per ITIL framework and SLA metrics • Incident Manager and liaising with the global teams for major and minor outages • Managing Problem records through the Problem Management lifecycle. • Ensuring known error database and knowledge base are updated on problem record with solutions.• Effective coordination with global and onsite teams and delivering fist level contact resolution to end users.• process documentation.• Provide governance during conference call for major technology incidents/outages, with objective of ensuring immediate response from IT resources.• Participation in Change management meetings. • Handle the client interactions to review the weekly and monthly performance of the team • Strong business metrics and reporting on daily/ weekly and monthly basis. • Disaster Recovery/Business Continuity situations • planning, work-load balancing, back-up planning, resource allocation, escalation management • Tickets Management, Incident and Problem management • Reviewed and Identified Problems from Incident Tickets working with Incident Manager. • Developed key metrics measuring effectiveness of Problem Management. • Participated in business communication process regarding new problems. Technical Support: • User Access mgmt. – Active Directory • Active directory users accounts and replication troubleshooting • Monitoring of Network Devices Routers, Switches and Firewalls • Exchange server •Application support and Asset Management • SOP documents Creation • Group policies • DNS server management. • DHCP server management. • Network Printers • Managing Kaspersky Antivirus Servers

Project 1: Intercontinental Hotels Group. UK Worked for IHG group UK in their Datacenter Monitoring Team Handled Team size of 15-20 L1 Engineers, Providing them training and mentoring. Provide OJT Training to new batches on process and technical related to project. Also travelled Onsite and worked in Datacenter for project Transition in Branston and Denham cities of United Kingdom (UK) Profile: Prime responsibility is to handle incidents mgmt, problems mgmt and change request (system or Database or infra structure or network) of medium complexity based on KEDB/SOP ensuring that SLA's are met. • Server and Desktop image Reinstallation and configuration of Operating system • Support during Software Installation • MS system center – software deployment, patch management • Define Account Policy • Define Password length, Password Age and Password restrictions, • MS Office installation and managing application, • Monitoring and Managing Disk space, Processor Utilization, Network Utilization • Monitoring of Network Devices • Patch Implementation • User Access mgmt • Blackberry Enterprise server administration • Network Printers - Configuration, Installation and printing related issues • Managing McAfee Antivirus on servers and client machines through ePO agent. Project 2: British Telecomm UK Worked in British Telecomm NOC of UK Based ISP and Telecomm operator Profile: Prime responsibility is to handle incidents mgmt problems mgmt and change request (system or Database or infra structure or network) of medium complexity based on KEDB/SOP ensuring that SLA's are met. • Network Engineer - L2 Monitoring and diagnosis of all network devices • Hands on exp on L2/L3 Cisco 800,1900, 2900,3900 series routers and catalyst switches • Upgrade of firmware and IOS on the routers remotely. • Issues worked and dealt related but not limited to slow response, Intermittent issues, Site down Outages, Circuit Issues, On call Field Support to field Engineers.

Profile: Giving Global support to all Halliburton internal employees for IT related issues, voice and non-voice support, Installation of server and clients operating systems win server 2003, 2008 client OS win XP, windows 7, supporting servers on L1 and installation and Troubleshoot remotely on OS win XP/Vista/2K/2K3 platforms, MS outlook, TS Laptops, Desktops and Work stations, LAN and wireless LAN networks, internet and intranet VPN connections.

Profile: Giving Support to Entire North America and EMEA customers 24/7 Configuration, End user support of Cisco Linksys Home networking solutions. Troubleshooting of home/small office networking products. Such as wired/wireless routers, switches, access points, camera, modems, wireless gaming consoles etc

Profile: Worked for a computer Dealer showroom as Field Support Engineer, Giving after sales support for small office and home computers, Installation/configuration/re-imaging of Server and client OS/ MS Office, Anti Virus software on desktop, laptops and installing RAM, Ethernet card, graphic cards, Installation of printers and scanners for Home users and small shops and office