Prasanna Amilineni
Auckland,AUK
Summary
Experienced Delivery Manager / Team Manager with 10+ years of strong experience across IT Infrastructure, Service Delivery, SCCM/Intine, Monitoring, Automation, and multicustomer operations. Proven ability to lead teams, reduce costs through automation, improve SLA/MTTR performance, and drive shift-left transformation. Known for peoplefirst leadership, structured governance, strong communication, and service excellence in enterprise environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Delivery Manager / Team Manager
Computacenter
01.2023 - Current
- Lead a 24/7 pod supporting Infrastructure, SCCM, Intine, Monitoring, and Messaging domains.
- Manage day-to-day service delivery operations, resource allocation, roster management and utilization.
- Handled customer escalations, P1/P2 incident bridges, RCA reviews, and change governance to ensure timely resolution and maintain service quality.
- Present SLA, MTTR, compliance, and backlog performance to UK delivery managers.
- Drive shift-left transformation through SOPs, KT plans, operating models, and capability matrices.
- Strengthen proactive monitoring and reduce P1 volume by improving alert governance.
- Oversee enterprise patch governance, compliance reporting, and vulnerability remediation cycles.
- Built and implemented automation solutions using PowerShell and workflow optimization, streamlining processes and reducing manual effort.
- Supported onboarding for customers including WNHS, SSE, Aviva, Telefonica, Morrison, BLB, TEF.
- Managed operations at Digital Command Centre, ensuring effective service delivery and incident response.
- Achieved 96% shift-left resolution rate (Q3 2025).
- 1,000+ hours in annual automation savings delivered.
- 150+ hrs/month saved - Memory Alert Automation.
- 82 hrs/year saved - Intine Inventory Automation.
- 72 hrs/year saved - Patch Communication Automation.
- 183 hrs/year saved - Unified Ops Dashboard.
- 600+ hrs saved per cycle - Certificate Renewal Automation.
- Proposed an on-call optimization model that consolidated rosters.
Senior Technical Analyst (SCCM / Intine / Windows Infrastructure)
Computacenter
01.2021 - 01.2023
- Troubleshot SCCM/Intine deployment failures, content distribution issues, and client-health defects.
- Managed patch management operations for customers including WNHS, SSE, TEF, Morrison, BLB, and Aviva, ensuring timely and effective deployment.
- Oversaw monthly patch cycles, tracking compliance and deployment success while executing emergency patching.
- Improved patch and compliance KPIs by remediating unhealthy and non-reporting clients.
- Collaborated with Security and Windows teams to optimize patch windows and implement critical changes.
- Supported application deployments, OSD task sequence troubleshooting, and OS upgrade cycles.
- Maintained strong customer communication and patch governance meetings.
- Provided technical mentorship to junior engineers.
- Managed Digital Command Centre operations
SCCM Administrator
Fidelity Investments
01.2017 - 01.2021
- Supported enterprise endpoint services, executing patching ,application deployment and platform upgrades with in line ITIL change process
- Ensured service stability through proactive maintainable, compliance reporting and post change validation
IT Support Engineer
Fidelity Investments
01.2015 - 01.2017
- Delivered L1/L2 support for Microsoft applications, VPN, OS issues, and hardware troubleshooting to enhance user productivity.
- Resolved high-priority incidents and coordinated with infra teams to minimize downtime.
- Troubleshot network issues, Wi-Fi connectivity, and system performance problems to ensure seamless operations.
- Provided internal IT support for employees to resolve technical issues.
- Managed workloads and escalations using ticketing systems.
Technical Support Engineer
CSS Corp
01.2014 - 01.2015
- Assisted with Wi-Fi configuration, firmware upgrades, connectivity troubleshooting.
- Diagnosed LAN/WAN and wireless issues, escalating unresolved cases to L2/L3 for advanced resolution.
- Documented issues and guided customers through solutions, contributing to high customer satisfaction scores.
- Assisted customers with setup and troubleshooting of Belkin networking products, ensuring seamless connectivity with routers, extenders, and switches.
Education
B.Tech - Information Technology
JNTU Chittoor
Certification
- Microsoft Endpoint Administrator (MD-102)
- ITIL v4 Foundation
- Six Sigma White Belt
- Azure Fundamentals (AZ-900)
Tools And Platforms
- Windows Server
- Patch,Wintel management
- SCCM/MECM
- Intune
- ScienceLogic
- Power-shell
- SQL
- ServiceNow
- Compliance Reporting
Personal Information
Visa Status: 5 years Work Visa - Partner of AEWV (Open) - Approved
Technical Summary - Skills
- Service Delivery & Incident Governance, 3+ years
- SCCM/MECM Administration, 7+ years
- Intune / Modern Device Management, 4+ years
- Patch Governance & Compliance, 7+ years
- Shift-Left Strategy & SOP Design, 4+ years
- Windows Server, 7+ years
- ScienceLogic / Monitoring, 4+ years
- Reporting (SLA/MTTR), 4+ years
- ITIL Practices, 7+ years
Professional Highlights
- Promoted internally from Senior Technical Analyst to Delivery/Team Manager (03/01/23).
- Led patch & infra operations for major enterprise customers including WNHS, SSE, Aviva, Telefonica, Morrison, BLB, TEF.
- Delivered over 1,000+ hours of automation-driven effort savings.
Timeline
Delivery Manager / Team Manager
Computacenter
01.2023 - Current
Senior Technical Analyst (SCCM / Intine / Windows Infrastructure)
Computacenter
01.2021 - 01.2023
SCCM Administrator
Fidelity Investments
01.2017 - 01.2021
IT Support Engineer
Fidelity Investments
01.2015 - 01.2017
Technical Support Engineer
CSS Corp
01.2014 - 01.2015
B.Tech - Information Technology
JNTU Chittoor