Chakradhar Pushpala

•Directly reported to Associate Director, overseeing global IT operations for the Microsoft account, guaranteeing seamless service delivery in alignment with stringent SLAs.
• Spearheaded a team of 36, orchestrating comprehensive training and overseeing the performance of Operations Managers, Technical Experts, and customer-facing agents.
• Proactively managed daily escalations from IT leads and managers, while contributing as a dynamic participant in weekly global strategy calls, periodically leading the process.
• Strategically managed incoming project requirements to optimize resource allocation, expedite rollouts, and minimize operational disruptions for all stakeholders.
• Cultivated a deep understanding of client objectives, ensuring service offerings were consistently tailored to meet client specifications.
• Held accountability for the entire Microsoft Account onboarding process, ensuring a smooth transition and integration.
• Expertly balanced and maintained relationships with Global Operations Executives, Regional Executives, and on-the-ground Execution Teams.
• Collaborated closely with the Microsoft team to uphold a standardized support environment for developers.
• Oversaw global IT for Microsoft, ensuring SLA compliance
• Led 36-person team, directed training & delivery for operations
• Handled daily IT escalations, participated in global calls
• Streamlined project onboarding, aligning with client needs
• Led cross-functional teams in global project rollouts
• Oversaw risk management, mitigating project delays

• Managed 42 direct personals.
• Oversaw IT department operations and training.
• Guided organizational technology strategy and roadmaps.
• Coordinated IT operations activities to deliver smooth flow of daily business needs.
• Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
• Assisted in development of long-term strategies to grow department and resources.
• Updated customers and senior leaders on progress and roadblocks.
• Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
• Coordinated technical training and personal development classes for staff members.
• Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
• Communicated regularly with customers concerning data exchange and technology integration.

• Delegating work and assignments to team members, Creating end goals for Teams
• Evaluated and adopted new technologies to address changing industry needs.
• Trained Offshore Delivery team in terms of Process, Quality and Metrics and responsible for Process Service Delivery Automated SCCM repair and re-install tool in client machines
• Experienced in working with geographically distributed and culturally diverse workgroups
• Managed teams across platforms on various infra service lines
• Manage Overall Level III technology Services Operations for India Office (Bengaluru)
• Member of Strategy & Architecture Team – Responsible for designing, managing, and maintaining of IT infrastructure in Windows Client fleet
• Managed requirements gathering, document functional system and process requirements
• Successfully Implemented several automation projects in server compliance fleet
• Led hiring and technical staff development programs
• Certified Operations Panel Member from Leadership team and instrumental in handling and part of technical panel group for recruitment events in organization
• Expertise in designing, development and delivery of training, technical documentation, knowledge articles, and training guides
• Lead technical project in automating SCCM compliance process in Windows Client fleet
• This helped in reducing 98% of manpower & meet client compliance metrics at 98% and above
• Created Playbooks for core teams in process (SCCM, Application packaging team, Exchange SharePoint teams).

• Key person in creating patch bundle in monthly patch deployments(through SCCM) to Global client computers with in TI process
• SCCM console administration
• Packaging and repackaging applications through Admin studio tool
• Key responsibility of deploying & maintaining the security compliance, security patches to Global Client computers (Windows 10 & legacy Operating systems)
• Building applications (repackaging) with custom scripts ( .VBS & PS1) and host on a website for one click installation
• XP Clean room project in FAB Area: This project was about replacing Win XP operating systems by Ubuntu using existing hardware, using Citrix as solution to provide GUI interface in manufacturing in manufacturing areas like WINXP. This project was executed with minimal disruption to business (no production impact)
• Managing, Software installs/upgrades.
• Managing software asset licenses through html page with costume queries
• Identify L3 tasks which can be performed by L2 team, create documents, and provide technical sessions
• Testing applications on different OS environments
• Coordinating with various domain vertical teams towards projects/migrations
• Part of automation projects which helped in reduce man hours (SCCM Complete and Repair)
• Creating scripts in Wise script editor.

• Member of Tier 3 team – Provided professional services and support in dynamic work environment.
• Provided professional services and support in dynamic work environment
• Demonstrated strong organizational and time management skills while managing multiple projects
• Demonstrated creativity and resourcefulness through development of innovative solutions

• Member of Tier 2 IT Operations Team Providing Tier 2 support for IT infrastructure related queries/issues for UK client

• Member of Tier 2 IT Operations Team Providing Tier1 & Tier 2 support for IT infrastructure related queries/issues in windows Servers environment.
• Served as primary point of contact for support relating to owned solutions and products

• Member of Tier 1 & Tier 2 IT Operations Team – Providing Tier 1 & Tier 2 support for IT infrastructure related queries/issues in Windows desktops environment.