Sandeep Kumar

About Sandeep Kumar

Dynamic and results-driven Infrastructure & Digital Operations Leader with 27+ years of global experience in driving large-scale IT transformations, automation, and digital innovation across diverse industries, including manufacturing, financial services, pharmaceutical, insurance, and healthcare. Adept at leveraging AI-first strategies, automation-led frameworks, and AIOps to modernize mission-critical IT environments, ensuring near-zero downtime, faster MTTR, enhanced user experience, and sustained cost optimization. Proven expertise in leading complex IT operations, cloud migrations, and digital transformation initiatives for Fortune 500 companies. Recognized for delivering measurable business outcomes, including $100M+ cost savings, scalable autonomous operations, and improved system reliability. A strategic thinker with a strong focus on innovation, organizational development, and financial stewardship, fostering cross-functional collaboration and building future-ready IT capabilities.

Experience

1. Senior Manager - IT Services (Apac)

   Amazon

   Mar 2020 — Present · Gurugram, IN

   As APAC Head of IT Services, responsible for developing and executing a comprehensive IT infrastructure strategy aligned with Amazon’s business objectives, with a focus on AI-powered initiatives. Led a team of 550+ technologists to deliver scalable, efficient, and secure IT services for 120K+ users across APAC. Key Achievements:• AI-Powered IT Service Management: Spearheaded the implementation of AI-driven solutions, including chatbots for service desks, automated incident resolution, and predictive maintenance. Reduced incident resolution times by 20%, streamlined first-contact responses, and improved customer satisfaction scores by 15%. • AI-Driven Efficiency Gains: Developed and executed a 3-year IT strategy, leveraging AI-powered automation to achieve a 20% increase in operational efficiency and $100M+ cost savings for 20••••25.• Self-Troubleshooting Tools: Designed and implemented self-troubleshooting tools for 60K Customer Support Operating System (CSOS) users, enabling resolution of 56% of issues independently, enhancing productivity and reducing handling time by 30%. • AI Governance Frameworks: Established sustainable AI governance frameworks to ensure ethical and responsible AI practices, creating a foundation for scalable autonomous operations. • Return to Office (RTO) Program: Successfully led the IT infrastructure readiness for 120K+ Amazonians across APAC sites, achieving a 100% success rate in office setup, network, and AV/VC readiness. • Employee Well-being Initiatives: Sponsored and led the Mental Health and Well-being (MHW) program, empowering employees to prioritize mental health while maintaining professional growth. • Talent Development: Reduced IT team turnover from 17% to 5% by fostering a positive and inclusive work environment, mentoring team members, and implementing comprehensive training programs.

Education

• Malaviya National Institute of Technology Jaipur

  BE

  1990 — 1994

Skills

• Service Delivery
• Business Analysis
• Global Delivery
• Portfolio Management
• Requirements Analysis
• Pre-Sales
• Program Management
• Program Management /Service Delivery Management, Client and Vendor Relationship,
• Outsourcing
• IT Service Management
• Business Development
• Team Management
• IT Strategy
• Vendor Management
• Data Center
• Project Management Office (Pmo)
• Software Development Life Cycle (Sdlc)
• Pmo
• Leadership
• Manage Client Relationships
• Project Planning
• Software Project Management
• Crm
• Itil
• Outsourcing Management
• Crisis Management
• Management
• Erp
• Project Management
• Sdlc