Mitul Kulkarni

About Mitul Kulkarni

I am a results-driven IT Operations Leader specializing in MSP environments, with a strong focus on service delivery excellence, client partnership, and high-availability infrastructure management. I lead with a balance of operational discipline and strategic foresight, ensuring technology services not only meet SLAs but drive meaningful business outcomes.Throughout my career, I have built and led cross-functional technical teams, strengthened ITIL-aligned service frameworks, and implemented proactive monitoring and governance models that improve uptime, reduce escalations, and enhance overall customer experience. My leadership approach emphasizes accountability, performance metrics, and continuous improvement—resulting in stronger SLA compliance, optimized workflows, and increased client retention.I believe great service delivery is powered by empowered teams. I invest in mentoring engineers, developing future leaders, and fostering collaborative, high-performance cultures where ownership and reliability are core values. By aligning operational strategy with business objectives, I help organizations scale efficiently while maintaining service quality and operational resilience.Passionate about advancing MSP maturity, I focus on building structured, scalable systems that enable long-term growth, operational stability, and trusted client relationships.

Experience

1. Senior First Responce Analyst

   Aress Software

   Feb 2024 — Present

   Administer and support Microsoft 365 services including Exchange Online, Teams, SharePoint, and user lifecycle management.• Manage Active Directory & Azure AD environments — user provisioning, group policies, access control, and identity governance.• Monitor and respond to infrastructure and security alerts, ensuring rapid incident response and minimal service disruption.• Provide VPN support to ensure secure remote connectivity and troubleshoot access, authentication, and performance issues.• Configure, monitor, and support firewall and network security appliances to maintain secure and compliant network operations.• Investigate and resolve L2/L3 incidents, ensuring adherence to SLA targets and maintaining high service availability.• Perform root cause analysis and implement preventive measures to reduce recurring incidents.• Collaborate with cross-functional teams and clients to resolve complex technical issues and improve service reliability.• Maintain documentation, SOPs, and knowledge base articles to enhance operational efficiency and team readiness.• Support compliance and security best practices through access reviews, policy enforcement, and audit readiness.

Education

• Byk College of Commerce

  HSC, Commerce

• Ashoka Business School

  Master of Business Administration - MBA, Finance, Marketing

• Byk college of commerce

  Bachelors, BCA