Pavan Sakala

Experienced IT Project, Service Delivery Manager bringing 11+ years of experience in a challenging IT environment for multiple Geographic Locations.

Excellent communications skills, demonstrated leadership qualities, mentoring skills, cross collaboration techniques, knowledge in IT operations, support, architecture, and asset management with good ability to combine technology and process with technical expertise to consistently exceed corporate goals and achieve high customer satisfaction Diligent forward-thinking and adaptable to dynamic company, customer, and project needs. Successful at monitoring teams to meet demanding timeline.

Kyndryl March 2016 – Till today

Decommissions a server:

• Identify and Record.
• Create a Log.
• Create Backups.
• Wipe Data.
• Unplug.
• Cut Power and Remove.
• Destroy Server.
• Pack Server.
• Coordinate with Other Departments.

EOL Refresh Project:

• Consult with CMDB resources to gather the information needed to effectively manage the Project.
• Create and maintain a detailed Server list (i.e., Name, Nature, Contents, Environment, Hardware/Software EOL, Operating System EOL, etc.).
• Coordinate assessment of the dependencies for replacing / updating servers, i.e., contents, firewalls.
• Identify all tasks, dependencies, risks, and timelines associated with replacing / updating software and hardware (e.g., ordering replacement hardware or virtual machines). 
• Create and maintain a detailed project plan with tasks, assignees, dependencies, and timelines.
• Schedule and attend meeting necessary for the successful completion of the project.
• Consult / coordinate all resources involved in the execution of the tasks identified in the project plan.
• Confirm readiness for decommissioning old servers.
• Provide weekly Project status updates including progress, risks, and mitigation strategies.
• Establish ongoing server maintenance and refresh processes that will mitigate the following risks: servers reaching end of life, increased risk of failure and / or additional costs for maintenance.

• Worked as Inventory Lead and Process/Project Manager in WPP.
• End-to-End Management of the standard Inventory process implementation between Kyndryl (ex-IBM) WPP and Vendors (AT&T/Systel).
• Make sure all the control points and KPI's are met.
• Maintain data quality.
• Assist with required interlocks between IBM, AT&T and WPP. 
• Develop an End-to-End Governance between all parties for Inventory Management.
• Understand the contractual needs as per agreed with customer on Configuration Management.
• Develops requirements for Configuration Management information, standards, procedures, measurements, tools, and technology.
• Work with all stakeholders to develop process/procedure documentation for the approved variation and deviation to standard.
• Works closely with business systems representatives to ensure appropriate application manageability for enhancements and new developments.
• Communicates new developments in Configuration Management standards, procedures, and technology to all stakeholders.
• Attends appropriate management level service support and development reviews
• Generates and analyzes process measurements associated with Configuration Management and recommends improvement activities based on service deviation.
• Ensure Compliance with Configuration Management standards and procedures.
• Ensure Together with managers from utilizing processes that the process interfaces are operated as planned.
• Ensure Completeness and integrity of information collected to conduct daily operations.
• Responsible for Evaluating the performance of the process.
• Plans, publicizes, and oversees implementation of an updated Configuration Management System (CMS).
• Plans, publicizes, and oversees implementation of new CI types in the data model.
• Ensure the CMDB is populated with CIs according to policy.
• Together with relevant parties that, sufficient availability of the CMDB and the content can be achieved when in operation.
• Clarification of CMDB tool ownership.
• CIs are uniquely identified with naming conventions. Ensures that staff comply with identification standards for object types, environments, processes, life cycles, documentation, versions, formats, baselines, releases, and templates. (Should be moved to BAU).
• Owns the Configuration Management Database (CMDB) regarding data model setup and data content.
• Provides first line escalation point for customer service, external as well as internal, dissatisfaction with the Configuration Management process.
• Invokes escalation procedures and reports exceptions to management.
• Develops requirements for Configuration Management information, standards, procedures, measurements, tools, and technology.
• Manages internal improvement projects to implement new technology and process improvement, ensuring compatibility and integration with other processes.

Problem and Change Manager | Multiple Projects | Mar 2016 – Jun 2018.

Onmobile Global Limited Nov-13 – Mar 2016 

• Managing Customer Escalation to provide resolution on time. 
• Conducting technical hiring interviews
• A part of the core product team responsible for overall customer experience.
• Acting as an escalation point to expedite incident resolution / to resolve critical issues.
• Creating Knowledge Base Articles on technical information and resolutions. 
• Experience of Process Transitions (desktop support teams)
• Achieved many Rewards and recognition for outstanding performance in this period. 
• Training and coaching employees of Pilot support team communicating job expectations.
• Identified gaps in process and proposed Service Improvement Plan.
• Conducting technical hiring interviews.

Infosys BPO Limited Jan 2012 – Nov 2013 

• The role was Cost Optimization and Revenue Assurance.
• Cost Optimization: Optimization cost by negotiations with the Carriers.
• Revenue Assurance: Ensuring the revenue (MRC, NRC) from the customer through the sanity checks.
• Data Integrity: Apart from the above we also check for the data integrity issue and reflect on it.
• Report: Generating Reports for both cost and Revenue there by analyzing Margin and presenting to the higher management or concern department.

Master's in Business Administration.