Summary
Overview
Work History
Education
Skills
Websites
Certification
Training
Noteworthyhighlights
Timeline
Generic

Pavan Kumar Pisapati

Hyderabad

Summary

Experienced IT Infrastructure Manager with a strong record at Infosys Limited, specializing in leading transformative IT projects and optimizing service delivery. Proven expertise in Intune and SCCM administration has resulted in improved project execution and enhanced team performance. Adept in risk management and client relations, consistently achieving over 95% service availability. Committed to driving innovation and excellence in IT infrastructure management.

Overview

18
18
years of professional experience
1
1
Certification

Work History

IT Infrastructure Manager

Infosys Limited
Hyderabad
08.2021 - Current
  • Oversee the successful transition of Global Service for Windows 10 & 11 to India
  • Lead the transformation from SCCM to Intune, align operations for future efficiency
  • Qualys Scan - Patch, Software, OS level Vulnerability management, validation and action plan
  • Migrating active devices from on-premises AD to Azure AD and SCCM to Intune (cloud-based endpoints management solution)
  • Manage and oversee all Service Delivery reports to an agreed schedule (or on request), including management and performance reports to IT Management
  • Product Enhancements, roadmap, timelines and delays/risks being captured and presented to the client on a bi-weekly basis
  • Ideation on PowerBI, DataBee reporting models to visualize and fetch proper reports on the project deliverables and SLA, KPIs
  • Enhance existing processes and methodologies to meet evolving customer needs while managing the comprehensive transformation project from SCCM to Intune
  • Ensure data governance methodologies are adhered to within our regulated environment
  • Lead, Manage and monitor the successful delivery of managed services, managing the implementation process end-to-end including process standardization and knowledge management
  • Identify and drive opportunities to enhance service delivery
  • Ensure adherence to Quality norms and processes
  • Enable risk assessment and establish mitigation plan
  • Review process audit findings and take corrective action to prevent negative result
  • Drive actions on high-risk items and manages project risks and issues ensuring that project team members are actively involved in the identification and take ownership of risks initiating corrective action where necessary
  • Knowledge Management
  • Ensure strong and regular cross training programs within the project
  • Responsible on documenting any change in process, metrics, and work with internal teams to ensure the same is being addressed and closed
  • People, Team Management
  • Lead team building activities to enhance motivational levels
  • Manage attrition and absenteeism by creating a motivational environment in the project
  • Work on appropriate mentoring/coaching and grooming of direct reports to move on to the next level
  • Conduct and ensure transparent appraisal process for all associates
  • Responsible to ensure teams are given opportunity to enhance their skills
  • Accountable to drive Performance Management system to enable associates in knowing their performance periodically (Bi-Weekly, Monthly, Quarterly)
  • Responsible for tracking and collating team Quality addressing the issues and work with PEX team to arrive at a mitigation plan
  • Responsible for backfilling the open positions
  • Windows Autopilot for Device Provisioning, upgrading all the endpoint security configurations including Wi-Fi, Certificates, VPN profiles via Intune
  • Effort Estimations, Cost Reduction, Resource planning
  • Overall project execution, service delivery, monitoring and quality control, staffing, customer feedback and project governance
  • Review IT Service Catalogue and ensure the listings are accurate and add the missing services
  • Track and report digital workplace-related Transition projects in daily scrum calls with Product owners, business, and Technology teams
  • Spearhead project execution, service delivery, monitoring and quality control, staffing, customer feedback, and project governance
  • Implement an effective change management process within the project delivery methodology, closely monitor scope changes and collaborate with SCRUM Masters to communicate the impact of change requests
  • Result oriented and effectual leader to collaborate with client’s architects, BU leadership, client relationship management, & technology groups to develop and apply applicable best practices and patterns in the context of the program
  • Play a pivotal role in Windows 10 & 11 Service Delivery across end-to-end operations
  • Work closely with Support SMEs to align project delivery for Patching, Imaging, and Operating System Upgrades
  • Coordinate with Stakeholders, Vendors, Subject Matter Experts (SMEs), Service Desks, Application teams, network, and storage teams to ensure timely and defect-free migrations

Principal Consultant

Mercedes-Benz Research and Development India
06.2016 - 07.2021
  • Led Global workplace operations from India, overseeing Windows 10 and SCCM operations
  • Strengthened security measures by configuring and managing defender operations
  • Acted as an escalation point of contact for the Blue PC operating system, task sequence releases, and patch management
  • Calculated depreciation value for hardware and software purchases within project budgets, accurately billing customers
  • Spearheaded automation projects and implemented auto-heal solutions, resulting in enhanced cost efficiency
  • Assumed responsibility for operations management, aligning processes with global market requirements
  • Aligned team members and drove defined objectives and key results (OKRs) while orchestrating the phased transition of technical responsibilities from various regions to India, consolidating central operational functions
  • Employed efficient resource utilization and project management methodologies to complete projects on time and within budget
  • Managed a team of over 50 professionals responsible for delivering global digital workplace operations from India
  • Conducted client presentations and engaged with senior managers, stakeholders, project teams, and operations teams to review status, offer technical recommendations, address challenges, and deliver strategic business solutions

Assistant Manager

Deloitte Support Services Pvt Ltd
10.2015 - 05.2016
  • Established and managed device policies, configuration files, rules, applications, and Active Sync protocols, maintaining a 95% service availability across the global network
  • Presented Monthly Patch Compliance report followed by post-patching remediation efforts to guarantee a high level of compliance
  • Positioned Distribution Points and Pull Distribution Points in alignment with the MF specifications
  • Led the migration project from SCCM 2007 to SCCM 2012 and took charge of aligning processes and centralizing operations, implementing best practices and technical proficiency
  • Orchestrated patch releases and formulated test cases and contributed to Incident and change management activities
  • Functioned as a Technical Resource within the SCCM operations team while defining configurations to optimize SCCM operations
  • Led a team of specialists covering SCCM, MECM, Global Packaging, Application Architecture, and L2/L3 support for Virtual Environment Incident Management from India

Associate Consultant

Microland India Pvt Ltd
11.2012 - 10.2015

Services Support Representative 1

Unisys India Pvt Ltd
01.2010 - 03.2012
  • Provided support and assistance to customers, addressed inquiries, troubleshooting issues, and offered solutions
  • Investigated and resolved customer complaints, technical problems, and service-related issues to ensure customer satisfaction
  • Recorded and maintained accurate records of customer interactions, issues, solutions provided, and actions taken
  • Ensured compliance with company policies, procedures, and service standards while interacting with customers
  • Contributed to the improvement of customer support processes, suggesting enhancements, and sharing customer insights
  • Identified situations that require escalation to higher levels of support and effectively transferring or escalating cases as necessary
  • Gathered customer feedback and insights to provide input for service improvements
  • Built rapport and maintained positive relationships with customers to enhance overall customer experience

Senior Technical Support Associate

Dell International Pvt Ltd
06.2008 - 01.2010

Customer Support Engineer

Team Lease
06.2007 - 06.2008

Education

B. Tech - Computer Science & Information Technology

Nizam Institute of Engineering & Technology
01.2008

Skills

  • Project/Program Management
  • Technology Infrastructure Coordination
  • Vendor Performance Oversight
  • IT Service Delivery
  • Risk Management
  • Client Relationship
  • IT Transformation & Transition
  • Incident & Change Management
  • Stakeholder Management
  • Process Management
  • Operations Management
  • Leadership and Team Management
  • Windows 11
  • Proficient in MECM
  • SCCM Administration
  • Device Management with Intune
  • JIRA Project Management
  • ServiceNow Implementation Experience
  • Experience with Nanoheal Solutions
  • Proficient in Nextthink
  • Patch Management Expertise
  • Kanban Workflow Management
  • Project Planner

Websites

Certification

  • ITIL V3 Foundation
  • ITIL (Intermediate) Service Operations
  • ITIL (Intermediate) Service Transition
  • ITIL (Intermediate) Continual Service Improvement
  • Agile Scrum Master
  • MD-100 - Windows 10
  • MD-101 - Managing Modern Desktops

Training

Project Management Professional

Noteworthyhighlights

  • Entrusted with the pivotal role of overseeing BluePC Factory Lifecycle Management, spearheading operating system upgrades, windows imaging, and patching for an extensive environment of approximately 280,000 clients.
  • Driving Office and Factory Environment projects as part of WaaS (Windows as a Service) and creating an impact in Production of Cars and Trucks.
  • Awarded 'Best Team – Project Excellence' award in recognition and commitment towards grooming, mentoring, coaching and driving teams to excellence.
  • Awarded 'Insta Award' for excelling on the Flighting Compliance along with Onsite and Offshore Optimizations for cost effectiveness.

Timeline

IT Infrastructure Manager

Infosys Limited
08.2021 - Current

Principal Consultant

Mercedes-Benz Research and Development India
06.2016 - 07.2021

Assistant Manager

Deloitte Support Services Pvt Ltd
10.2015 - 05.2016

Associate Consultant

Microland India Pvt Ltd
11.2012 - 10.2015

Services Support Representative 1

Unisys India Pvt Ltd
01.2010 - 03.2012

Senior Technical Support Associate

Dell International Pvt Ltd
06.2008 - 01.2010

Customer Support Engineer

Team Lease
06.2007 - 06.2008

B. Tech - Computer Science & Information Technology

Nizam Institute of Engineering & Technology

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Pavan Kumar Pisapati