Chaitanya Susarla

Results-driven ITIL and ITSM professional with over 9.5 years of comprehensive IT experience, including 5 years in IT Service Management and Change Enablement, and 2.5 years of hands-on expertise in AWS Cloud environments. Adept at managing ITIL v4 processes across Change, Release, and Incident Management, while ensuring compliance, automation, and service continuity in dynamic enterprise ecosystems.

Proven success in integrating ITSM frameworks, leveraging tools such as ServiceNow to streamline workflows and enhance release governance. Skilled in AWS Cloud operations, focusing on environment provisioning, automation, monitoring, and optimizing infrastructure reliability and scalability.

Recognized for driving operational excellence, automation, and risk control, with a strong track record in developing data-driven change enablement strategies. Demonstrates a strong commitment to continuous improvement, governance maturity, and high-quality service delivery.

• ITIL & ITSM
• Application Support
• Incident Management
• Problem Management
• Change Management
• Release Governance
• AWS Cloud Operations
• RPA Monitoring
• UiPath Automation
• Root Cause Analysis (RCA)
• API Integration
• JSON Scripting
• ServiceNow Administration
• Zendesk Ticketing
• Tableau Reporting
• Process Improvement
• Data Analysis
• Stakeholder Communication
• Cross-Functional Collaboration
• Continuous Improvement

• Awarded Gold Medal at the National-Level Volleyball Championship, representing Kendriya Vidyalaya schools across India.
• Recognized as Top Performer in Customer Service at HSBC, with formal appreciation from the Department Head for exceptional query resolution and service excellence
• Secured multiple accolades in academic quiz competitions, demonstrating strong analytical thinking, quick problem-solving, and communication skills.
• Received Outstanding Professional Behavior Award at Deloitte for exceeding ticket resolution targets & mentoring new team members.
• Honored with Top Performer Award (twice) & a Spot Award at Deloitte, recognizing consistent high performance & business impact.
• Earned back-to-back promotions to consultant (2021) and Senior Consultant (2022) at Deloitte, based on strong performance, leadership, and client delivery.
• Commended for significant contributions to training and knowledge-sharing initiatives, resulting in improved team productivity and streamlined onboarding processes.
• Awarded Best Employee of the Year at Patra BPO Services, recognizing outstanding performance, reliability, contribution to team success.

Detection of Defects in a Weld Material by Ultrasonic Test, Duration: January 2012 – March 2012, Organization: SIS Technologies

Objective: To detect flaws and discontinuities in weld joints using Ultrasonic Non-Destructive Testing (NDT) methods, ensuring structural integrity and reliability in mechanical components.

Technologies Used: Ultrasonic Testing Equipment, Non-Destructive Testing (NDT) Techniques, Material Characterization Tools

Key Highlights: Conducted extensive analysis to evaluate defects such as blow holes and cracks in welded materials., Demonstrated the effectiveness of ultrasonic testing compared to other NDT techniques. Produced a detailed project report emphasizing material strength, stiffness, elastic modulus evaluation through ultrasonic waves. Concluded that ultrasonic testing is the most efficient among NDT methods for weld flaw detection, contributing to quality assurance in manufacturing.