Infrastructure Service Manager & IT Delivery Leader
Resume:
PRIYAL PATHAK
INFRASTRUCTURE SERVICE MANAGER IT PROJECT & DELIVERY LEADER
Address: ***-*, ******* *****, *********, Jaipur, Rajasthan Phone: +91-637******* Email: ******.**********@*****.*** LinkedIn: linkedin.com/in/priyalpathak-it Nationality: Indian Languages: English, Hindi
PROFESSIONAL SUMMARY
Accomplished, results-driven Account Manager & Infrastructure Service Manager with over 11+ years of progressive leadership in IT Leadership, Project Management, Service Delivery, Infrastructure Operations, and Technology Governance. Proven track record of managing end-to-end IT infrastructure lifecycles, driving cross-functional enterprise alignment, and executing complex technology transitions across global market leaders including Accenture, IBM, Inspira Enterprise, MetLife, and Wipro.
Demonstrated expertise in ITIL framework execution, IT leadership, regulatory compliance, risk mitigation, and client relationship management. Adept at handling large-scale global change management, network integration, data migration testing, and disaster recovery planning while balancing financial forecasting and cost optimization. A strategic leader recognized for bridge-building between C-suite stakeholders, vendor networks, and technical engineering teams to deliver projects within strict SLA, quality, and budget parameters. CORE COMPETENCIES & TECHNICAL GOVERNANCE
Infrastructure & Service
Delivery
Infrastructure Project & Service Management (ISM), Enterprise IT Operations, Infrastructure Planning & Setup, Transition Management, Business Resiliency, Disaster Recovery (DR). Governance, Risk &
Compliance
Technology Governance, Audit & Regulatory Compliance, Incident, Problem, Change & Risk Management, SLA/KPI Adherence, Quality Assurance.
Agile & Project
Management
Agile & Scrum Methodologies, Scrum Master Leadership, Sprint Planning, Backlog Refinement, Roadblock Resolution, User Acceptance Testing (UAT), Project Lifecycle Management.
Operations & Financial
Management
Stakeholder & Client Relationship Management, Vendor Coordination, Resource Planning, Financial Forecasting, Cost Optimization, Process Improvement, Operational Excellence. Technical & Platform
Expertise
ServiceNow (SNOW), JIRA, SharePoint, CRM Tools, CareForce, Mainframe Applications, Web-based Platforms, Mobile Application Deployment (iOS & Android), Networking (Cisco ASR Routers, HWATP, SATP).
PROFESSIONAL EXPERIENCE
Accenture India Pvt. Ltd. August 2024 – Present
Role: Account Manager - Technology (ISM) Jaipur / Global Operations
• Executive Technological Governance: Serve as the primary Infrastructure Service Manager (ISM) leading high- impact IT infrastructure, project transitions, and service delivery frameworks across global client accounts.
• Stakeholder & Relationship Management: Manage relationships with key client executives, aligning technical strategy with enterprise business goals and maintaining seamless cross-functional communication.
• End-to-End Lifecycle Execution: Own complete project lifecycles including business scope definition, UAT governance, operational readiness, Infra, sign-offs, and formal handovers.
• Risk, Incident & Change Leadership: Oversee enterprise incident escalation paths, root cause analyses for problem management, change controls, and proactive risk mitigation strategies.
• Financial Forecasting & Optimization: Formulate financial forecasts, track operational expenditures, and identify cost- optimization streams across infrastructure operations.
• Regulatory & Audit Governance: Drive strict compliance with technical security benchmarks, external audit guidelines, and regulatory operational standards.
• Portfolio Management: Owning 17 projects, overseeing Infra-related technology, Budget, Exceptions, & many more. Page 2 of 4
• Disaster Recovery & Resiliency: Oversee business resiliency strategies and disaster recovery exercises to ensure maximum operational uptime and continuous service delivery.
• Vendor & Resource Strategy: Direct internal resource planning and oversee external technology vendor activities to ensure multi-vendor alignment and high-quality deliverables.
• Reporting & Executive Communication: Deliver regular executive-level reporting, status updates, and strategic recommendations to enterprise leadership and C-suite clients. Inspira Enterprise April 2023 – August 2024
Role: Project Administrator & Coordinator
• Infrastructure Level Project Delivery: Managed enterprise client projects at the infrastructure level, directing vendor interactions and aligning technical resources to project objectives.
• Change Governance & Control: Spearheaded strict change management workflows; drafted, verified, and routed change requests for both in-scope and out-of-scope work, securing mandatory business approvals prior to execution.
• Agile & Scrum Best Practices: Functioned as Agile/Scrum facilitator, leading team huddles, prioritizing backlog tasks, updating schedules, and clearing delivery roadblocks for delivery teams.
• Business Analysis & Requirement Gathering: Conducted initial gap analysis, outlined technical requirements, and liaised between business leaders, Product Management, and Development Management to ensure operational alignment.
• Infrastructure Continuity & Data Protection: Managed dedicated backup and restore operations teams to ensure routine data protection, backup validation, and operational disaster readiness.
• Stakeholder Communication & Documentation: Maintained documentation repositories, drafted detailed Minutes of Meeting (MOM), established milestone decision gates, and provided progress tracking against agreed SLAs.
• Vendor & Resource Optimization: Supervised cross-functional internal teams and external IT vendor resources, ensuring optimal asset, value, and resource allocation throughout the program lifespan. IBM India Pvt. Ltd. July 2021 – April 2023
Role: Project Administrator & Scrum Master
• Scrum Leadership & Delivery Facilitation: Acted as Scrum Master across cross-functional engineering teams, practicing Agile/Scrum methodologies, optimizing delivery processes, and collaborating with peer Scrum Masters to boost program efficiency.
• Infrastructure & Mobile App Deployment: Responsible for the technical delivery of enterprise iOS and Android mobile applications to clients, conducting pre-delivery validation and functional baseline testing.
• IT Service Management (ITSM) Tools: Utilized ITSM enterprise applications including ServiceNow (SNOW), JIRA, and SharePoint for tracking project backlog, sprint velocity, and change requests.
• Program & Client Reporting: Delivered daily project progress metrics to Programme Managers and business leaders, maintaining project health reports and ensuring strict adherence to client SLAs.
• Requirement Analysis & Business Approval: Led gap analysis sessions, captured client requirements, and secured formal approvals from business unit heads prior to deployment phases.
• Resource & Lifecycle Coordination: Managed relationship interfaces between project resources, internal service providers, and third-party IT vendors throughout major milestone decision gates.
• Documentation & Risk Management: Created and updated end-to-end project plans, maintained technical documentation, supervised backup and restore schedules, and mitigated project roadblocks. MetLife GOSC February 2019 – July 2021
Role: Senior IT Operations Coordinator, Testing & Change Coordinator Change Coordinator & Change Management
• Global Change Authorization: Managed global IT infrastructure change requests within ServiceNow (SNOW), interacting directly with AVPs, EVPs, VPs, and global managers to secure authorizations.
• Lifecycle Tracking: Tracked Normal, Standard, and Emergency changes from initiation through pre-implementation approvals to final deployment validation without operational downtime. Page 3 of 4
• Governance & Bug Tracking: Maintained change data repositories on SharePoint, monitored software bugs within the SNOW platform during change creation, and managed Production and Query trackers.
• Stakeholder Training: Delivered training modules on change management creation, technical compliance, and standard ITIL BAU workflows to incoming team members and cross-functional staff. Senior IT Operations Coordinator & Testing
• Legacy to Web Migration Testing: Executed manual data testing and data validation for legacy Mainframe applications undergoing migration to modern web-based and ETL environments.
• Data Cleansing & Validation: Extracted anomaly reports, performed data validation from repositories, and guided engineering teams on database cleansing in Mainframe systems following business approvals.
• Operations & Team Management: Assigned daily and weekly operational workloads, handled cross-functional team monitoring, scheduled daily WebEx huddles, and drafted comprehensive Minutes of Meeting (MOM).
• ITIL Standard Compliance: Applied ITIL methodologies to analyze client requirement patterns, identify system anomalies, and deliver strategic recommendations to senior leadership. Infinity Labs January 2018 – December
2018
Role: Project Coordinator & Networking
• Regional Network Leadership: Managed regional IT project operations, supervising a team of 15 network engineers executing network integrations and system migrations.
• Hardware & Service Acceptance Testing: Performed Hardware Acceptance Testing (HWATP) and System Acceptance Testing (SATP) on Cisco ASR routers to verify technical specifications and operational readiness against client specs.
• Traffic Migration & Site Integration: Planned and executed site-level traffic migration procedures, shifting live network traffic from legacy routing infrastructure to upgraded Cisco hardware with zero data loss.
• Remote & Technical Assistance: Delivered real-time remote technical support to site engineers during critical router commissioning, system troubleshooting, and site activation phases.
• Vendor & Asset Verification: Conducted physical and bill-of-materials verification against Purchase Orders (POs) to ensure accurate site delivery of networking hardware.
• Performance Monitoring & Escalation: Optimized regional network throughput, monitored system outages, managed service delivery SLAs, and provided daily regional progress reports to leadership. Wipro Ltd. November 2016 –
December 2017
Role: Senior Associate Project Coordinator
• Global Technical Delivery: Delivered project coordination, quality control, and direct technical support to North American enterprise clients (USA & Canada) in a team of 80+ professionals.
• Hardware & Connectivity Troubleshooting: Resolved remote hardware, network connectivity, IP address routing, and default gateway integration issues for enterprise HP printing infrastructure.
• Firmware & Remote Systems Management: Executed remote software updates, firmware flashing, and technical setup for network-attached devices via remote support tools.
• Process Tracking & Operations: Managed daily tracking logs, led team huddles, utilized enterprise CRM tools and CareForce platforms, and captured Minutes of Meeting (MOM) for client sessions.
• Sales Support Excellence: Supported hardware/service addon initiatives, achieving top regional monthly sales metrics.
Swastik Info Solutions February 2015 – May 2016
Role: Technical Support Coordinator
• Application & Technical Support: Provided initial application support, real-time query resolution, and technical troubleshooting via remote access tools for client deployments.
• User Acceptance Testing (UAT): Conducted UAT testing on new software release builds, capturing software anomalies and verifying functionality against product specs. Page 4 of 4
• Operations Coordination: Maintained daily operational trackers, conducted regular team huddles, and managed end- to-end team reporting pipelines.
EDUCATION & QUALIFICATIONS
Degree / Qualification Specialization / Stream Institution / Board Year PGDBA (Post Graduate
Diploma)
Marketing & Project Management (IT
Operations)
Symbiosis Centre for Distance Learning
(SCDL), Pune
2021
Bachelor of Technology
(B.Tech)
Computer Science & Engineering
Rajasthan Institute of Engineering &
Technology, RTU Jaipur
2014
HSC (Class XII) Science & Mathematics S.B.N. Public School, CBSE Board, Jaipur 2010 SSC (Class X) General Academics S.B.N. Public School, CBSE Board, Jaipur 2008 KEY ACHIEVEMENTS & RECOGNITION
Project Execution Milestone: Successfully delivered HWATP & Integration across 50+ enterprise sites well within aggressive target deadlines at Infinity Labs.
Regional Delivery Leadership: Independently managed and completed over 60% of the entire regional network migration project workload single-handedly at Infinity Labs. Sales & Performance Recognition: Awarded HP Bag & Goodies for securing the topmost sales performance ranking across the entire project group at Wipro Ltd.
Client Excellence: Received formal client appreciation awards for outstanding remote site support, SLA adherence, and operational performance.
EXTRA-CURRICULAR & LEADERSHIP ACTIVITIES
• Recruitment Operations: Coordinated as a Lead Volunteer for College "Campus Companies Recruitment" drives.
• Entrepreneurship & Skill Development: Participated in specialized workshops on "Skill Development for Entrepreneurship".
• Technical Workshops: Attended hands-on technical workshops covering mobile OS architecture ("i-Phone Development").
• Cultural & Academic Engagement: Active participant in inter-college debate competitions, LAN gaming events, and cultural festivals.
PERSONAL & ADMINISTRATIVE DETAILS
Date of Birth: 13th November 1993
Marital Status: Married
Permanent Address: 130-A, Pravasi Nagar, Murlipura, Jaipur, Rajasthan, India Linguistic Proficiency: English (Fluent), Hindi (Native)
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