Saran Pulagam

Strategic IT Infrastructure Leader with over 3 years of experience and a strong academic foundation (MCA/BSc Computer Science). Expert in steering End User Services (EUS) and Digital Workplace transformations across global matrix environments. Proven track record in leading distributed teams to manage M365 stacks, Agentic AI (Microsoft Copilot), and Service Desk operations for 1,000+ users.

Strategic IT Infrastructure Leader at Infosys Limited (Present)

Strategic leadership of IT infrastructure and End User Services with focus on Modern Workplace technologies and global service delivery.

• Oversee all India-based IT support functions, serving as the primary SME for Modern Workplace technologies and ensuring seamless alignment with US-based Global Head of EUS.
• Lead the deployment and optimization of the full Microsoft 365 stack, including Teams Rooms, Power Platform, and emerging Agentic AI/Microsoft Copilot features to enhance workforce productivity.
• Manage the end-to-end lifecycle of onsite technical support and service desk operations, consistently exceeding KPIs/SLAs and maintaining high NPS/CSAT scores.
• Enforce global IT security standards at the endpoint level, overseeing device encryption (BitLocker), Identity/Access Management (IAM), and compliance with regional regulations.
• Drive the adoption of virtual and physical device support models, managing Voice services (Operator Connect) and high-end AV/Video Conferencing systems for hybrid work.
• Direct relationships with local IT vendors and staffing contractors, optimizing operational costs while managing the procurement and lifecycle of all IT assets (PCs, Mobile, Peripherals).
• Champion a customer-first culture by analyzing support trends to implement self-service options and proactive remediation strategies, reducing recurring incidents by 90%.
• Led a cross-functional team of 20+ IT professionals across multiple locations, fostering a culture of technical excellence and career progression.
• Spearheaded large-scale initiatives including Windows 11 migrations, hardware refreshes, and office IT setups from planning to execution.
• Acted as the bridge between technical staff and senior executives, delivering regular performance reports and infrastructure health metrics to global leadership.
• Implemented robust ITSM frameworks to streamline ticket management and escalation workflows, coordinating closely with US Network Engineering and Security teams.

Master of Computer Applications in Computer Science / Information Technology – Manipal University

Bachelor in Computer Science in Computer Science – Gayatri Vidya Parshad College of Degree & P.G(A)