Summary
Overview
Work History
Education
Skills
SKILLS
AWARDS
Timeline
Generic

DIVYA PEDDAPATI

Service Delivery Lead & Release Manager
Bengaluru

Summary

Results-driven IT professional with over 10 years of experience in diverse roles, including Release Manager, Infra-Engineer, Technical Release Lead, Release Analyst, and Environment Consultant. Proven track record of implementing strategic technology initiatives that enhance business functionality and drive operational efficiency. Centralized oversight ensures alignment among teams, effective management of dependencies, and proactive risk mitigation throughout the release cycle, resulting in streamlined processes for faster software delivery. Expertise in establishing release timelines and milestones while upholding best practices and driving CI/CD strategies to support frequent releases and optimize the software development lifecycle.

Overview

10
10
years of professional experience
4
4
Languages

Work History

Service Delivery Manager- EMEA

Microsoft Account
07.2024 - Current
  • Oversaw daily operations across the Europe region, ensuring efficient execution of all tasks and activities to meet organizational goals and maintain operational excellence.
  • Monitored Service Level Agreements (SLAs) to ensure services were delivered within agreed-upon timeframes, meeting high-quality standards and customer expectations.
  • Conducted daily system and process reviews to proactively identify issues and ensure smooth functionality, addressing any concerns immediately to minimize disruptions.
  • Handled escalations effectively, resolving customer or team-member raised issues promptly to ensure swift, satisfactory resolutions and maintain customer satisfaction.
  • Coordinated resource-level and technical issues, ensuring the seamless flow of operations and support across various teams and stakeholders.
  • Liaised with customers on a daily/weekly basis, providing regular updates on project progress, addressing concerns, and fostering strong, long-term customer relationships.
  • Led weekly status reviews, assessing project and task progress, ensuring alignment with goals, timelines, and quality standards.
  • Improved service quality, addressing client concerns promptly and professionally.
  • Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
  • Streamlined operations for improved customer satisfaction and retention rates.
  • Assisted in the development of annual budgets, ensuring alignment with organizational objectives while maintaining fiscal responsibility.

Technical Release Lead

Lloyds Banking Group
01.2022 - 06.2024
  • Manage complex project releases, ensuring seamless Digital Internet Banking deployments.
  • Develop and implement strategies for complex changes, enhancing customer and service performance.
  • Deliver application changes on schedule, representing the team to governance bodies.
  • Orchestrate application deployments using Jenkins, UrbanCode, and scripting, reducing downtime.
  • Coordinate and implement DevOps pipeline for new environments, facilitating early adoption.
  • Resolved problems, improved operations and provided exceptional service.
  • Organized and detail-oriented with a strong work ethic.
  • Self-motivated, with a strong sense of personal responsibility.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Worked well in a team setting, providing support and guidance.

Environment & Business Analyst

Lloyds Banking Group
02.2018 - 12.2022
  • Deploy and manage applications using Jenkins and IBM Urban Code, ensuring smooth production releases.
  • Resolve server-side and SOA environment issues, enhancing system reliability.
  • Automate environment change requests, reducing manual intervention.
  • Lead mainframe API to microservices conversion, improving infrastructure efficiency.
  • Collaborate with testing teams for thorough release package validation, ensuring quality.
  • Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
  • Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
  • Supported software development projects by defining clear requirements and effectively communicating them to technical teams.

Support Analyst

Mahindra & Mahindra LTD
04.2016 - 01.2018
  • Addressed customer and dealer database issues using ServiceNow and SQL scripts, ensuring data accuracy.
  • Analyzed and verified incidents, obtained approvals, and provided CS AT reports, achieving 100% SLA.
  • Resolved database concerns promptly, improving client satisfaction and operational efficiency.

Education

Master of Science - Information Technology

VIT
Chennai
11.2019

Skills

  • Release planning & execution Risk

  • Assessment Problem troubleshooting & Management

  • Agile Methodologies

  • Stakeholder engagement & management

SKILLS

  • Technical Skills: Project Management, Git, GitHub, ClearCase, IBM Urban Code Deploy, Rapid Deploy, Configure Management Jenkins, Splunk, IBM WAS, API Gateway DataPower, MS Office, Grafana, ServiceNow, Dynatrace, Linux, Unix (Basics), DevOps pipeline, Azure AZ-900, AWS Cloud Fundamentals, JIRA, ALM, Confluence, ClearQuest, Microsoft PowerApps, MS Sharepoint.

AWARDS

Awards/Activities: Received the "Europe Excellence - Responsive Me" Award for outstanding contributions to project innovation and contribution.

Timeline

Service Delivery Manager- EMEA

Microsoft Account
07.2024 - Current

Technical Release Lead

Lloyds Banking Group
01.2022 - 06.2024

Environment & Business Analyst

Lloyds Banking Group
02.2018 - 12.2022

Support Analyst

Mahindra & Mahindra LTD
04.2016 - 01.2018

Master of Science - Information Technology

VIT

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DIVYA PEDDAPATIService Delivery Lead & Release Manager