PAVAN KUMAR RAPOLU PANDARI
SENIOR MANAGER – IT OPERATIONS & MANAGED SERVICES
Hyderabad
Summary
Supervisor – Managed Services leading 24×7 managed services with 16–25 engineers scheduled across the roster across infrastructure, cloud, network, security, and applications for enterprise customers. Restores critical services through major incident management for 200+ incidents per year, escalation governance, and executive communications while sustaining 99.5% availability and 98–99% SLA compliance. Improves operating stability through RCA, CSI, workforce planning, and coaching for 25+ engineers.
Overview
1
1
Language
7
7
Certifications
21
21
years of professional experience
Work History
Supervisor – Managed Services
Ahead DB India Pvt. Ltd.
04.2024 - 06.2026
- Directed 24×7 managed services operations supporting enterprise customers across Infrastructure, Cloud, Network, Security, and Applications, consistently achieving 99.9% service availability and 99%+ SLA compliance.
- Led the end-to-end management of 200+ P1/P2 major incidents annually, serving as the Major Incident Manager to coordinate cross-functional teams, restore services rapidly, and ensure timely executive and customer communications.
- Reduced Mean Time to Restore (MTTR) by 25% by implementing structured escalation governance, standardized incident response procedures, and real-time operational monitoring.
- Conducted 50+ Root Cause Analysis (RCA) reviews annually for high-severity incidents, driving corrective and preventive actions that reduced recurring incidents by 20% and improved overall service stability.
- Governed 250+ incident, problem, and change records monthly, enhancing SLA compliance from 95% to 99% and reducing ticket reopen rates by 20% through quality audits and process improvements.
- Optimized workforce planning and 24×7 shift scheduling for a team of 25+ engineers, improving resource utilization, increasing team productivity by 15%, and ensuring uninterrupted service coverage.
- Acted as the senior escalation leader during critical outages, leading major incident bridge calls, providing executive-level communications, managing vendor escalations, and ensuring timely restoration of business-critical services.
- Established KPI dashboards tracking MTTR, SLA compliance, incident volume, backlog, service availability, customer satisfaction (CSAT), and operational trends, enabling data-driven decision-making and continual service improvement.
- Executed multiple Continual Service Improvement (CSI) initiatives, such as operational automation and process optimization, achieving a 20% reduction in manual effort.
- Collaborated with Service Delivery, Engineering, Security, Cloud, and Customer Success teams to enhance operational excellence and customer experience while ensuring ITIL best practices compliance.
- Mentored and developed 25+ engineers and team leads through coaching, technical training, career development plans, and Internal Job Posting (IJP) initiatives, contributing to higher employee engagement, improved retention, and successful internal career progression.
Service Assurance Manager
Cloud4C Technologies
08.2022 - 04.2024
- Managed end-to-end Service Assurance for SAP Enterprise, C4C Retail, and Wholesale customers, consistently delivering 99%+ SLA compliance across business-critical IT services.
- Defined, implemented, and governed Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and KPI dashboards, improving SLA attainment from 95% to 99% through proactive service governance.
- Led 10+ Service Improvement Plans (SIPs) annually, leveraging trend analysis and Root Cause Analysis (RCA) to reduce recurring incidents by 30% and improve service reliability.
- Acted as the senior operational escalation point for Sev1 and Sev2 incidents, coordinating cross-functional Infrastructure, Network, Cloud, Database, Security, and application teams to restore services within agreed SLAs and reduce MTTR by 25%.
- Produced and presented weekly, monthly, and quarterly service performance reviews on SLA compliance, MTTR, incident trends, customer satisfaction, service availability, and improvement initiatives, facilitating informed decision-making and strategic planning.
- Built and maintained strong relationships with customer stakeholders, serving as the primary operational contact and aligning IT service delivery with business objectives and customer priorities.
- Collaborated with business and technical teams to prioritize critical services, ensuring operational resources were aligned with changing business demands and minimizing service disruptions.
- Established and maintained comprehensive Service Risk Register, proactively identifying, assessing, and mitigating operational risks, enhancing service resilience and ensuring audit readiness.
- Mentored and guided 15–20 service operations professionals, fostering accountability and customer focus while driving continuous improvement and enhancing team engagement.
Operations Lead
NetEnrich Technologies
05.2017 - 08.2022
- Led day-to-day operations for 24×7 managed services, overseeing a team of 15–25 engineers supporting enterprise customers while consistently achieving 98%+ SLA compliance.
- Developed and presented operational dashboards to senior leadership and customers, highlighting KPIs including SLA performance, incident trends, MTTR, backlog, customer satisfaction, and resource utilization.
- Managed Sev1/Sev2 technical escalations, coordinating cross-functional teams across Infrastructure, Network, Cloud, Database, Security, and Application Support to restore services within agreed SLAs and reduce MTTR by 20%.
- Analysed operational metrics and service trends to identify improvement opportunities, implementing process enhancements that reduced recurring incidents by 25% and improved operational efficiency by 20%.
- Conducted weekly operational governance meetings with customers and internal stakeholders to review service performance, address risks, track action items, and provide updates on ongoing initiatives and major incidents.
- Conducted weekly operational governance meetings with customers and internal stakeholders to review service performance, discuss risks, track action items, and provide proactive updates on ongoing initiatives and major incidents.
- Partnered with Transition and Service Onboarding teams to successfully onboard 8–10 new customer engagements, ensuring seamless knowledge transfer, operational readiness, and adherence to agreed service levels.
- Mentored and coached team members through performance reviews, knowledge-sharing sessions, and career development plans, enhancing team productivity and employee retention.
Team Lead
Netenrich Technologies
04.2015 - 04.2017
- Managed and resolved 1,500+ incidents and service requests annually using ServiceNow and SharePoint, maintaining 98% SLA compliance and ensuring accurate ticket documentation.
- Provided Tier 1 and Tier 2 technical support to 500+ end users through phone, email, chat, and remote support, achieving a 90%+ first-contact resolution rate.
- Took end-to-end ownership of 30–40 support tickets per day, ensuring timely diagnosis, resolution, and proactive communication throughout the incident lifecycle.
- Took end-to-end ownership of 30–40 support tickets daily, ensuring timely diagnosis, resolution, and proactive communication throughout incident lifecycle.
- Prioritized and assigned incidents based on business impact and urgency, coordinating with infrastructure, network, server, application, and vendor support teams for resolution of complex technical issues.
- Delivered high-quality customer service by maintaining 95%+ customer satisfaction (CSAT) through effective communication, timely updates, and professional issue resolution.
- Collaborated with cross-functional IT teams to identify recurring issues, contributing to problem management and improving service desk processes through continual service improvement initiatives.
Help Desk Administrator
Netenrich Technologies
08.2014 - 03.2015
- Performed 24×7 real-time monitoring of system, network, and application infrastructure using Vistara and enterprise monitoring tools, achieving 99.9% service availability.
- Provided Level 1 and Level 2 technical support, managing 40–60 infrastructure alerts and incidents daily while consistently maintaining 98% SLA compliance.
- Coordinated with Level 3 Infrastructure, Network, Server, Database, and Application teams during Sev1/Sev2 outages, reducing Mean Time to Restore (MTTR) by 20% through effective incident coordination.
- Led operational response for critical service-impacting incidents by driving bridge calls, coordinating cross-functional teams, tracking restoration activities, and providing timely updates to stakeholders.
- Led operational response for critical service-impacting incidents by coordinating cross-functional teams, tracking restoration activities, and providing timely stakeholder updates.
- Monitored infrastructure performance, capacity, and availability, proactively identifying potential issues and reducing unplanned outages through early detection and remediation.
- Supported weekly and monthly production releases, coordinating deployment activities for business-critical applications while maintaining a 98%+ change success rate with minimal service disruption.
- Managed 1,500+ Incident Management tickets annually, ensuring accurate documentation, timely resolution, and adherence to ITIL Incident Management processes.
- Executed production infrastructure changes per approved ITIL Change Management procedures, ensuring 100% compliance and minimizing operational risk.
- Coordinated weekly production rollouts for customer-facing applications, performing pre-implementation validation, deployment support, post-change verification, and rollback coordination when required.
- Produced operational reports and trend analyses that enabled management to identify recurring issues and enhance service reliability.
Help Desk Lead
Supernal Solutions
02.2012 - 06.2014
- Managed 20–30 escalation tickets daily for enterprise web applications and internal portal issues, ensuring 98% SLA compliance.
- Resolved 500+ application and technical support incidents annually, ensuring timely resolution and high customer satisfaction.
- Logged and managed 1,000+ Quick Base requests, ensuring accurate documentation and complete incident lifecycle tracking.
- Took end-to-end ownership of incidents from diagnosis through resolution, providing technical guidance and preventive recommendations to reduce repeat issues.
- Managed 40–60 user interactions per day through phone, email, and remote support, consistently meeting response and resolution SLAs.
- Diagnosed and resolved Windows operating system, software, hardware, and application issues, achieving a 90%+ first-contact resolution rate.
- Collaborated with Tier 3 Support, Infrastructure, Network, and Application teams to resolve complex technical issues and reduce Mean Time to Resolution (MTTR).
- Installed, configured, and upgraded endpoint security software and operating system patches across 300+ desktop and laptop devices, ensuring compliance with organizational security standards.
- Troubleshot and resolved hardware issues involving desktops, laptops, printers, monitors, and peripheral devices, reducing equipment downtime and improving user productivity.
- Provided remote troubleshooting using enterprise remote support tools, resolving 80%+ of incidents remotely without requiring onsite intervention.
- Maintained 100% accurate ticket documentation, contributing to operational reporting, knowledge management, and audit readiness.
Associate Analyst
Wipro
08.2008 - 01.2009
- Provided Level 1 and Level 2 technical support to 300+ end users, maintaining a 95%+ first-response SLA and consistently delivering high customer satisfaction.
- Managed 25–40 support tickets per day, consistently meeting or exceeding SLA targets through effective prioritization and timely resolution.
- Managed 25–40 support tickets daily, consistently exceeding SLA targets through effective prioritization and timely resolution for improved user support.
- Installed, configured, and supported 500+ desktops/laptops, Windows operating systems, enterprise applications, printers, and peripheral devices across multiple business locations.
- Provisioned and administered 500+ Active Directory user accounts, including account creation, password resets, access management, and profile configuration in compliance with organizational security policies.
- Supported rollout of 3–5 enterprise applications and operating system upgrades, facilitating smooth transitions with minimal disruption to business operations.
- Supported the rollout of 3–5 enterprise application deployments and operating system upgrades with minimal disruption to business operations.
- Maintained accurate documentation for all incidents and service requests, ensuring audit readiness and compliance with ITIL processes for streamlined operations.
- Built strong relationships with business users, consistently achieving 95%+ customer satisfaction (CSAT) through responsive support and effective communication.
- Contributed to knowledge management by creating and updating 20+ troubleshooting guides and knowledge base articles, improving issue resolution consistency and accelerating onboarding of new team members.
- Supported a 24×7 IT support environment, ensuring timely response to business-critical incidents and maintaining agreed operational service levels.
Support Specialist
Nagarjuna Infotech
06.2005 - 09.2007
- Handled 40–60 inbound customer calls and email requests per day, consistently meeting response time and customer service SLAs.
- Provided Level 1 technical support to 100+ end users, resolving application, hardware, and software-related issues with a 90%+ first-contact resolution rate.
- Participated in designing and implementing application features, collaborating with developers and business stakeholders to gather requirements and validate solutions, enhancing feature usability.
- Handled 40–60 inbound customer calls and email requests daily, consistently meeting response time and customer service SLAs to ensure customer satisfaction.
- Logged and tracked incidents and service requests using the organization's ticketing system, maintaining 100% documentation accuracy for audit and reporting purposes.
- Collaborated with cross-functional development and infrastructure teams to identify and resolve recurring issues, improving application stability and user experience.
- Contributed to the development and support of the Security Module and Device Listing Module, ensuring stable functionality and timely resolution of application issues.
Education
Postgraduate - Computer Networking
Glyndŵr University
United KingdomBachelor of Science - Computer Science & Information Technology
Nagarjuna Institute of Technology & Sciences
Miryalguda, India 04.2001 -
Skills
IT Operations Management
Service Delivery Management
Major Incident Management (MIM)
Change Management
Stakeholder Management
Service catalog management
Availability management
Problem management workflow
IT service continuity management
ServiceNow
Azure Monitor
Azure Service Health
ITIL Service Management
Cloud Operations Monitoring
Disaster recovery planning
Business continuity planning
Executive reporting
Vendor governance
Resource planning
Service improvement planning
Team coaching
Operational risk management
Executive escalation management
Accomplishments
- Improved SLA compliance across multiple organizations by 15–25%.
- Reduced incident resolution times by 20–30%.
- Led and developed teams of 20+ engineers in 24×7 support environments.
- Reduced recurring incidents through structured Root Cause Analysis programs.
Certification
ITIL V4 Foundation
Timeline
Supervisor – Managed Services
Ahead DB India Pvt. Ltd.
04.2024 - 06.2026
Service Assurance Manager
Cloud4C Technologies
08.2022 - 04.2024
Operations Lead
NetEnrich Technologies
05.2017 - 08.2022
Team Lead
Netenrich Technologies
04.2015 - 04.2017
Help Desk Administrator
Netenrich Technologies
08.2014 - 03.2015
Help Desk Lead
Supernal Solutions
02.2012 - 06.2014
Associate Analyst
Wipro
08.2008 - 01.2009
Support Specialist
Nagarjuna Infotech
06.2005 - 09.2007
Bachelor of Science - Computer Science & Information Technology
Nagarjuna Institute of Technology & Sciences
04.2001 -
Postgraduate - Computer Networking
Glyndŵr University