Priya Ramesh

Patch Management & Deployment

■ Led enterprise patch management programs across 500+ servers and 1,200+ endpoints in global, multi-client environments. ■ Planned and executed monthly, quarterly, and emergency patch cycles across Windows enterprise systems using Ivanti and ManageEngine Patch Manager Plus. ■ Coordinated emergency and zero-day patch deployments, minimising security exposure for critical production systems within strict SLA windows. ■ Maintained 100% SLA compliance across all patch deployment cycles, consistently meeting client and internal governance requirements.

■ Tracked patch compliance status, identified missing patches and outdated software, and reported remediation progress to stakeholders.

Team Leadership & Client Operations

■ Led, mentored, and managed a team of 6 IT operations engineers across geographically distributed environments. ■ Served as primary operational contact for international clients, conducting governance reviews, performance reporting, and service improvement initiatives. ■ Monitored KPIs including SLA adherence, patch deployment timelines, incident trends, and compliance metrics; produced dashboards for leadership decision-making. ■ Coordinated change management activities, ensuring all patch deployments followed ITIL change control processes.

IT Support & Infrastructure Operations

■ Supported end user computing (EUC) operations including desktop/laptop configuration, software deployment, and incident resolution via ServiceNow. ■ Coordinated with infrastructure and support teams for issue escalation, change management, and production environment stabilisation. ■ Maintained technical documentation, incident records, and change logs in compliance with ITIL best practices.