Mukul Gupta

About Mukul Gupta

Experienced and results-focused IT Operations and Service Delivery Manager with 18+ years of global experience leading complex IT environments in sectors such as entertainment, banking, and technology. I excel at aligning IT initiatives with strategic business outcomes, driving continuous improvement, and leading multicultural teams to achieve transformative solutions.Specialized in:AI-Driven Automation: Leveraging tools like ChatGPT and Microsoft Copilot to streamline incident resolution and enhance process efficiency.SIAM-Based Multi-Vendor Delivery: Implementing robust governance models that ensure consistent SLA delivery and operational quality.End-to-End ITSM Lifecycle Management: Managing incident, problem, and change processes to deliver resilient IT services.Vulnerability Management & Compliance: Ensuring adherence to ISO and NIST frameworks for comprehensive security and risk management.Cloud Infrastructure & Performance Monitoring: Optimizing cloud resources and deploying advanced monitoring tools for real-time performance insights.In my current role as Managed Services Manager at GSPANN Technologies, I lead initiatives that integrate these specialties to drive AI-powered service transformation, reduce downtime, and boost operational efficiency. My track record at Fusion CX and previously at Coforge (serving Caesars Entertainment) demonstrates my ability to deliver scalable IT solutions, improve key performance indicators, and implement high-impact operational transformations.Always learning, always evolving. Let’s connect to discuss innovative IT solutions and collaborative opportunities.

Experience

1. Service Delivery Manager Siam

   GSPANN Technologies, Inc

   Jun 2025 — Present · Gurugram, IN

   Own end-to-end delivery across SIAM Tower functions: MIM, Change, Problem, CMDB, Knowledge, Release, Hardware/Software Asset Management, and third-party integration - Spearheaded transition of the client’s Global Capability Center (GCC), establishing governance playbooks, scalable onboarding rituals, and operational best practices - Led post-acquisition ITSM integration of ServiceNow & Cherwell, harmonizing workflows for incidents, assets, and reporting—driving tool unification across enterprise teams - Deployed ManageEngine ServiceDesk Plus to streamline request management and asset lifecycle oversight - Embedded AI technologies (Microsoft Copilot, ChatGPT) to automate escalation handling, trend analysis, and incident resolution, improving agility and service responsiveness - Delivered executive-ready dashboards tracking KPIs, SLA compliance, and GCC health metrics with proactive mitigation reporting - Enforced vendor governance through SIAM-aligned frameworks, ensuring SLA performance and ISO/NIST adherence - Championed continuous service improvement initiatives, mentoring cross-functional teams in performance maturity and transformation readiness

Education

• Indira Gandhi National Open University

  Master of Computer Applications - MCA

• Indira Gandhi National Open University

  PGDCA, Computer Science

• Delhi University

  B Com

  2002 — 2005

• IGNOU

  MCA, Computer Science

  2007 — 2010

• Lilawati Vidya Mandir

  12th

Skills

• Servlets
• Jsp
• Java
• Javascript
• Dhtml
• Html
• Operating Systems
• Xml
• Xp
• Access
• Core Java
• Sql Server
• Databases
• Css
• Servers
• Ide
• Dos
• Struts
• Jdbc
• Pl/Sql
• J2ee
• Photoshop
• Eclipse
• Ejb
• Hibernate
• Tomcat
• Spring
• Weblogic
• C++
• Sql
• C
• Mysql
• Rdbms
• Software Development
• Programming
• Netbeans
• Oracle Sql
• Application Servers
• Swing
• J2se