Raza Shariff
IT Manager Cloud & Infrastructure Digital Transformation @VC3
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WORK HISTORY
IT Manager Cloud & Infrastructure Digital Transformation @VC3
Toronto, ON, CA
Managed IT operations at VC3, specializing in cloud infrastructure and digital transformation initiatives. • Oversaw daily operations for a 15+ member technical team serving clients across North America. Supervise Tier 3 / L3 engineers responsible for administration of multi-cloud (AWS, Azure and GCP inclined) environments, providing direction and escalation support for high-impact issues. Perform hands-on health checks and elasticity management for Azure servers, ensuring performance, cost efficiency, and scalability. Partner with cloud architects and DevOps teams to plan deployments, perform audits, and ensure best practices in patching and configuration. Implemented structured onboarding, KPI-driven coaching, and performance tracking to enhance service delivery. Used tools like ConnectWise, Bright Gauge,Power BI, Talk Desk, Ops Genie, Dayforce, RAMP, BloomGrowth, Bomgar etc SmileBack to monitor metrics, CSAT, and ticket aging. Directed team scheduling, shift rotations, IVR setup, and workload distribution for optimal coverage. Led incident escalations, SLO monitoring, and long-ticket resolution strategies in collaboration with T1-T3 teams. Recruited and onboarded Tier 1, Tier 2, Team Leads & On-Sites while aligning with organizational growth. Managed inter-departmental meetings to align service goals, resolve conflicts, and plan strategic rollouts. Directed ticketing system migration to improve operational efficiency and user experience. Facilitated new business onboarding,documentation, procurement of resources, and planning of remote/on-site dispatch support.
EDUCATION
St Celina High School
High School, High School
JRN University
Bachelor’s Degree, Bachelor of Commerce
C.E.C
Post Gradtuate Diploma in Computer Applications, Information Technology
Gautami Acadamey
High School, Civics Economics & Commerce
Seneca Polytechnic
Diploma, Computer Systems Networking and Telecommunications - CNS
SKILLS
ABOUT RAZA SHARIFF
IT Service Manager and Technical Leader with 15+ years of experience delivering secure, scalable, and customer-focused IT operations across enterprise and regulated environments.I specialize in Microsoft Azure and Microsoft 365 ecosystems, hybrid identity management, endpoint security, and ITIL-aligned service delivery. My background spans service desk leadership, cloud-enabled infrastructure, endpoint management, and governance-driven IT operations, supporting organizations across North America.I have led distributed teams of up to 25+ technicians, driving SLA, CSAT, and KPI performance through structured escalation models, coaching, and continuous improvement. I work closely with stakeholders and vendors to align IT services with business outcomes, risk management, and compliance requirements.Technical strengths include:• Microsoft Azure (Entra ID, Conditional Access, RBAC)• Microsoft Intune, SCCM/MECM, MDM, IMAC• Microsoft Defender (Endpoint & Identity Protection)• Microsoft Purview (Data Governance, Information Protection)• ITIL v4 Service Management, Incident & Problem Management• Power BI & Tableau reporting for operational insights• Agile / Kanban service delivery modelsI’m passionate about building repeatable, audit-ready IT processes that reduce risk, improve reliability, and enable teams to perform at their best.Currently open to IT Manager, Technical Lead, and Service Delivery leadership roles where cloud governance, security, and people leadership intersect.
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