Durga Aditya Prasanna Ivaturi
Hyderabad
Summary
Operations leader specializing in global production support with a strong background in incident management and root cause analysis. Demonstrated ability to drive operational efficiency and improve client satisfaction through effective problem-solving strategies. Proven success in optimizing processes and enhancing service delivery.
Overview
11
11
years of professional experience
Work History
Manager
State Street Corporation
Hyderabad
03.2021 - Current
- Managed and mentored team of over 30 analysts, aligning skills with operational needs and ensuring continuity.
- Led 24x7 global production support for Charles River IMS SaaS platform, serving multiple investment management clients.
- Managed client escalations by delivering RCA and coordinating communications during planned and unplanned events to ensure client satisfaction.
- Owned incident governance, established first response time standards, and conducted resolution quality reviews to enhance service reliability.
- Driving chronic alert reduction initiatives by analyzing SLA breaches and implementing permanent fixes.
- Coordinated with DBA engineering, IAM, PSA, and client teams to resolve issues and perform root cause analysis, improving cross-team collaboration.
- Documented gaps and validated workflows during ServiceNow migration and UAT.
- Prepared operational summaries for leadership, highlighting key alert trends, risks, and efficiency insights.
Product Support Engineer
Wipro Limited
Hyderabad
02.2020 - 03.2021
- Provided L2/L3 support for payment failures and batch delays, resolving reconciliation issues to uphold operational integrity.
- Supported ICICI Bank payment systems, including SFMS, Montran, and NACH, enabling smooth transaction processing.
- Handled high-volume batch processing and ACH clearing, ensuring timely real-time settlement workflows.
Product Support Engineer
Randstad India Pvt. Ltd.
Hyderabad
04.2019 - 02.2020
- Delivered technical support for product inquiries and issues, enhancing customer satisfaction.
- Collaborated with cross-functional teams to effectively resolve customer challenges, improving service delivery.
- Facilitated product training sessions for internal staff and clients, ensuring comprehensive understanding of product features.
- Maintained Structured Financial Messaging System (SFMS-MI) for RBI-regulated inter-bank transactions, ensuring compliance and reliability.
- Facilitated NEFT, RTGS, LC, and BG transaction flows, enhancing accuracy of regulatory messaging.
Associate IT Engineer
ANB Solutions Pvt. Ltd.
Hyderabad
06.2015 - 04.2019
- Supported Cheque Truncation System (CTS) for ICICI Bank, managing branch-level and back-office cheque clearing operations to ensure timely processing.
- Managed system configurations and software installations, ensuring seamless operational efficiency.
- Provided technical support and troubleshooting for hardware and software issues, resolving inquiries promptly.
- Developed and implemented tailored IT solutions addressing diverse client needs at ANB Solutions.
Education
Bachelor of Technology (B.Tech) - Electrical & Electronics Engineering
Regency Institute of Technology
Yanam06-2013
Skills
- GGlobAll Production Support & Operations Leadership
- Incident Management & Service Restoration
- Root Cause Analysis (RCA) & Problem Resolution
- ITIL-Aligned Problem & Change Management
- SLA / FRT Governance & Case Quality Management
- Chronic Alert Reduction & Operational Noise Optimization
- Enterprise Scheduling & Batch Operations (Tidal)
- ServiceNow & Salesforce Operations Management
- DevOps(Ansible) & Operational Workflow Enablement
- UAT, Go‑Live & Platform Migration Support
- Process Improvement & Operational Efficiency
- Runbook, SOP & Knowledge Documentation
- Client Escalation & Stakeholder Management
- Team Leadership, Rostering & Workforce Planning
- Performance Management & KPI-Driven Reporting
- Training, Mentoring & Staff Development
- Analytical Problem Solving & Attention to Detail
Languages
Telugu
Native
Native
Hindi
Proficient (C2)
C2
English
Proficient (C2)
C2
Accomplishments
Promoted twice within five years, progressing from Team Lead to Manager / Officer, in recognition of sustained performance, leadership effectiveness, and operational impact.
Timeline
Manager
State Street Corporation
03.2021 - Current
Product Support Engineer
Wipro Limited
02.2020 - 03.2021
Product Support Engineer
Randstad India Pvt. Ltd.
04.2019 - 02.2020
Associate IT Engineer
ANB Solutions Pvt. Ltd.
06.2015 - 04.2019
Bachelor of Technology (B.Tech) - Electrical & Electronics Engineering
Regency Institute of Technology